Company-Level Custom Instructions

Company-level custom instructions allow you to deeply tailor NeoAgent's AI to the unique business needs, processes, and communication styles of each individual client company you manage. These instructions provide a powerful way to guide how Neo handles tickets, communicates with end-users, and automates tasks, ensuring its actions are always aligned with specific company preferences.

Why are they useful?

By setting up company-level custom instructions, you ensure NeoAgent acts as a true, context-aware extension of your team for each client. This leads to more personalized service, improved client satisfaction, enhanced operational consistency, and reduced need for manual intervention in workflows.

What Are Company-Level Custom Instructions?

Company-level custom instructions are plain English rules, guidelines, or contextual information that you define for a specific end-client company within NeoAgent. They can cover a wide range of aspects, such as:

• Communication Tone & Style: Specify if communications for a particular company should be formal, informal, highly empathetic, or strictly technical.
• Specific Procedures: Outline company-specific protocols, like "For urgent issues from ExampleCorp, always notify their account manager, Jane Doe, at jane.doe@example.com."
• Preferred Terminology: List any specific terms, product names, or phrases that should be used or avoided when interacting with or about a particular company.
• Escalation Points: Define company-specific escalation contacts or procedures.
• Key Contacts or Information: Provide important names, departments, or other contextual details relevant to a company that Smart Actions might need.

These instructions are broader than action-specific custom instructions. While action-specific instructions fine-tune a single step in a workflow, company-level instructions apply globally to all supported Smart Actions when processing data for that company, ensuring a consistent approach.

How They Work

1. Storage: Company-level custom instructions are stored individually for each end-client company you manage within NeoAgent.
2. Retrieval: When an Smart Action in a workflow processes data (like a ticket) associated with a specific company, NeoAgent can retrieve these stored instructions.
3. Application:
   • Many Smart Actions have an explicit boolean configuration field, often named include_company_custom_instructions. If this is set to True in the workflow action's setup, NeoAgent will fetch and use that company's custom instructions.
   • These company-level instructions are then typically combined with (e.g., appended to or used alongside) any custom instructions you might have provided directly within that specific action's configuration. The AI model then uses this combined guidance.
   • Some actions, like Onboard/Offboard a user in M365 Cloud, may implicitly use these instructions if they exist for the relevant company, as part of their core logic to gather all necessary context.

The AI's goal is to follow all provided instructions to the best of its ability, using company-level instructions to tailor its general behavior for that client.

How to Set Up and Manage

You can configure Company-Level Custom Instructions directly in the NeoAgent dashboard:

1. Navigate to Companies: Go to the "Companies) section, typically found in the main navigation menu on the left.
2. Select a Company: Click on the specific end-client company for whom you want to add or edit custom instructions.
3. Enter Instructions: In the company's details or settings page, you will find a dedicated field labeled "Custom Instructions" (or similar). Enter your plain text instructions here.
4. Save Changes: Ensure you save the updated company profile.

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The custom instructions are stored securely and are associated with the specific company ID in your PSA.

Maintenance:

• Review Regularly: Periodically review the custom instructions for each company, especially if their business processes, key personnel, or your service agreement with them changes.
• Keep Updated: Ensure instructions remain relevant and accurate to provide the best guidance to NeoAgent.

Which Actions Utilize Company-Level Custom Instructions?

A growing number of NeoAgent's Smart Actions support the use of company-level custom instructions. The most common way this is enabled is through a configuration option within the action itself, usually a checkbox or toggle labeled:

• include_company_custom_instructions

When this option is enabled for an action, NeoAgent will automatically fetch and apply the custom instructions for the company associated with the data being processed (e.g., the company linked to the ticket).

Key Smart Actions that explicitly support this include:

• Acknowledge Issue To tailor the tone and content of initial customer acknowledgments.
• L1 Engineer: To guide how Neo interacts with users, chooses resolution paths, or selects RMM scripts for a specific company.
• Ticket Triage: Can be applied on a per-field basis within the triage settings, allowing company-specific logic for setting types, priorities, or custom fields.

Additionally, some actions might use company-level custom instructions implicitly if they are available, as part of their advanced context gathering:

• Onboard/Offboard a user in M365 Cloud: Uses them to understand company-specific nuances for user provisioning or de-provisioning tasks.

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Always check the specific documentation for an AI Action to confirm if and how it supports company-level custom instructions. Look for fields like include_company_custom_instructions in its configuration options.

Writing Effective Company-Level Custom Instructions

To make the most of this feature, consider these guidelines when writing your instructions:

• Be Clear and Specific: Avoid ambiguity. Instructions should be straightforward for the AI to interpret.
  • Good Example: "For ExampleCorp, all urgent tickets must have their SLA status checked every 30 minutes."
  • Less Effective: "ExampleCorp tickets are important."
• Use Keywords Strategically: If there are specific terms, product names, or client personnel Neo should recognize or use for this company, include them.
  • Example: "When discussing 'Project Phoenix' with Alpha Innovations, always refer to their internal lead, David Lee."
• Define Company-Specific Processes: Outline any unique steps or rules that apply only to this company.
  • Example: "For tickets from BetaLogistics with 'server access' requests, verify against their approved access list found at [internal_link] before proceeding."
• Set the Tone: Clearly state preferences for communication style.
  • Example: "For GammaSolutions, all communications must be highly formal and avoid colloquialisms. Start emails with 'Dear [Contact Name],'."
• Maintain Scope: Focus on instructions that are genuinely company-wide and relevant to how NeoAgent should operate for them across various tasks. Avoid overly narrow instructions that are better suited for action-level custom instructions within a specific workflow.
• Keep it Concise but Comprehensive: While there's room for detail, extremely long and convoluted instructions can be harder for the AI to process effectively. Aim for a balance.
• Use Bullet Points or Numbered Lists: For multiple distinct instructions, formatting them as lists can improve readability for both humans and the AI.

Examples

Here are a few scenarios illustrating how Company-Level Custom Instructions can be used:

Example 1: Tailored Ticket Acknowledgments

• Company: AlphaTech Inc.
• Custom Instruction:

  - All initial acknowledgments for AlphaTech Inc. must be very empathetic.
  - Mention that their dedicated support team, 'The Alpha Support Squad', is on the case.
  - Avoid using technical jargon like 'escalating to L2' in initial responses. Instead, say 'we are engaging more specialized resources'.
  - If the ticket is P1, state that an update will be provided within 15 minutes.
• Effect on "Acknowledge Issue" Action: When include_company_custom_instructions is True, Neo's generated acknowledgment will reflect this specific tone, terminology, and SLA commitment for AlphaTech Inc. tickets.

Example 2: Company-Specific Triage for Custom Field

• Company: BetaSolutions Ltd.
• Custom Instruction:

  For BetaSolutions Ltd. tickets:
  - If the ticket summary or description mentions 'server down', 'critical outage', or 'system offline', the custom field 'Business Impact' must be set to 'Company-Wide Critical'.
  - If the ticket mentions 'new user setup' or 'account creation', the custom field 'Request Category' should be 'Onboarding'.
• Effect on Ticket Triage Action: When triaging the 'Business Impact' or 'Request Category' custom fields for a BetaSolutions Ltd. ticket (and include_company_custom_instructions is active for those field settings), Neo will use these rules to set the field values.

Example 3: Onboarding Details for M365 Automation

• Company: GammaCorp LLC
• Custom Instruction:

  GammaCorp LLC Onboarding Notes:
  - All new users in the 'Sales' department must be added to the 'Sales_Global_Distribution_List' M365 group.
  - Standard license for 'Sales' is 'Microsoft 365 E3'. If 'E5' is requested in the ticket, use that instead.
  - The welcome email script should always reference their onboarding buddy, whose name will be mentioned in the original HR onboarding ticket.
• Effect on Onboard/Offboard a user in M365 Cloud Action: Neo (specifically the underlying JarvisJuniorAgent) will incorporate these company-specific details when planning and executing the onboarding steps for a GammaCorp LLC user, even if these aren't explicitly stated in the action's direct configuration for every run.

Benefits

• Enhanced Personalization: Deliver AI-driven services that feel uniquely tailored to each client's operational style and expectations.
• Improved Consistency: Ensure that company-specific requirements are met across all relevant workflows and Smart Actions, reducing deviations.
• Increased Client Satisfaction: Communications and automated actions are more likely to align with what each client expects, fostering stronger relationships.
• Operational Efficiency: Reduce the need for MSP staff to manually adjust workflow outputs or remember specific client nuances for every interaction Neo handles.
• Scalability: Easily manage diverse client needs by centralizing company-specific AI guidance, rather than creating numerous workflow variations.

Important Considerations

• Interaction with Action-Level Instructions: Company-level instructions are generally used in conjunction with action-specific custom instructions. The AI will attempt to synthesize all provided guidance. Typically, company-level instructions provide a baseline, and action-level instructions can add more specific details for that particular task. If there's a direct conflict, the AI's interpretation or the specific agent's logic will determine precedence, but it's best to ensure instructions are complementary.
• Clarity is Key: The AI relies on the clarity of your instructions. Well-written, unambiguous instructions yield the best results.
• Testing is Crucial: After setting or updating company-level custom instructions, test the relevant workflows with tickets from that company to ensure NeoAgent behaves as expected. Review the Event History in the Neo Dashboard to see how the instructions influenced the AI's decisions and outputs.
• Iterative Refinement: Start with essential instructions and refine them over time as you observe Neo's performance and as your clients' needs evolve.