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Notify Users

The Notify Users group of actions enables NeoAgent to communicate important updates, alerts, or messages to various stakeholders. These notifications are typically based on data and messages generated by preceding actions in a workflow, often an AI Action.

What It Does​

Notify Users actions are designed to:

  • Inform Internal Teams: Send notifications to specific technicians, managers, or entire teams via channels like Microsoft Teams or email. This can be about newly assigned tickets, escalations, or summaries of AI analysis (e.g., Notify Internal Team).
  • Communicate with End-Clients: Send updates directly to the ticket's contact. This is often achieved by creating a specific type of note or time entry in your PSA, which then triggers the PSA's native email notification system (e.g., Notify Ticket's Contact).
  • Alert Specific Ticket Roles: Notify the assigned technician (owner) of a ticket or other resources associated with it about critical information or required actions (e.g., Notify Ticket's Owner, Notify Ticket's Resource).
  • Support Custom Messaging: Utilize dynamically generated content from previous actions to create personalized and context-aware notifications.
  • Facilitate Feedback Loops: Optionally request feedback on notifications sent via Teams.

How It Works​

  • These actions take messages (often generated by a Build Message AI action or other AI analyses) and recipient information as input.
  • Notifications can be delivered through various channels:
    • Microsoft Teams: Send messages to individual users or channels. (Requires NeoAgent Teams App installation).
    • Email: Send emails directly or leverage your PSA's email capabilities.
    • PSA Notifications: Create specific ticket notes or time entries in your PSA (ConnectWise, Autotask) that are configured to trigger email notifications to the end-client or internal staff.
  • Configuration options allow you to specify recipients, channels, and message content precisely.

Setting Up End-User Notifications via PSA​

  • For Notify Ticket's Contact, NeoAgent typically creates a public-facing note or a specific time entry in your PSA.
  • It's crucial that your PSA (ConnectWise or Autotask) is configured with notification rules that send emails to end-users when such notes/time entries are created.
  • Refer to your PSA's documentation or NeoAgent's integration guides for details on setting up these notification rules. For Autotask, see Autotask - Allow Neo to send emails to ticket's contact.
tip

Use Notify Users actions to keep everyone in the loop, improve transparency, and ensure timely responses.

Neo automatically generates internal and/or user-facing messages in Smart Actions. You can use the Build Message action to customize the message content and recipients.

You can also use the Build Message action for a more granular control over the message content.

Common Notify Users Actions​

  • Notify Internal Team: Sends messages to your employees via Teams or email.
  • Notify Ticket's Contact: Informs the end-user associated with the ticket, usually by creating a note/time entry in the PSA that triggers an email.
  • Notify Ticket's Owner (Assigned Technician): Alerts the technician currently assigned to the ticket.
  • Notify Ticket's Resource: Sends notifications to any resource linked to the ticket.