Creating & Managing Skills

You don’t write skills by hand. You create them by asking Neo Support — the chat assistant built into your dashboard — and you read and fine-tune them in Skills under Data in the left navigation.

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Creating a skill

Open Neo Support — the Need help? button in the bottom-right corner of any dashboard page, or the first card on the Chat page — and ask it to build a skill. There are two ways to do it.

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From a past run (recommended)

The best skills come from a job an agent has already done well. If a run produced exactly the output you want, ask Neo Support to turn that exact run into a reusable skill. It combines what the run actually did — the steps it took and the code it ran — with the relevant rules from the source agent, including rules for branches that this run did not need to exercise. Neo Support shows you the proposed skill before saving it. The fastest way: find the run in your agent’s execution history and click Skillify on it. That opens Neo Support with a pre-filled request pointing at that exact run — review the message and send it. Or do the same by hand:

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From a chat conversation

Chat agents get the same treatment. When a conversation with one of your chat agents went the way you wanted, click Skillify under the message box to turn it into a skill — no need to copy the conversation or look up any IDs.

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From a description

If you don’t have a run to point at, describe the procedure in plain English and let Neo Support build it from scratch:

Build a skill that, every Monday, lists our open tickets grouped by client and priority, with totals and the ten oldest tickets, and formats it as a short summary.

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Viewing and editing your skills

Open the Skills tab to see every skill in your tenant. The left side lists your skills; click one to expand it and see its files — the SKILL.md procedure and any scripts. Click a file to open it on the right.

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Display name and slug

Each skill has a display name and a slug. The display name is the human-friendly label and can be updated by asking Neo Support. The slug is the permanent identifier agents use to load the skill and is shown with a lock in the Skills tab; it cannot be changed after the skill is created. If you need a different slug, ask Neo Support to create and verify a replacement first. Any agent instructions that name the old slug must be updated before the old skill is deleted. Neo Support will explain the tenant-wide impact and wait for your confirmation before replacing it.

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Editing the procedure

SKILL.md — the plain-English procedure — is fully editable. Tweak the wording, add a step, or adjust how the output should be formatted, then click Save. Use the Edit / Preview toggle to switch between editing the raw text and seeing the formatted result. Each save creates a new version (v1, v2, v3…), shown next to the file name — so you always have a record of what changed.

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Editing a script

The scripts inside a skill are editable too. Open a script and it appears in a code editor with line numbers and syntax highlighting. Change what you need and click Save, or press ⌘/Ctrl + S. Like the procedure, each save creates a new version, so a tested script is never more than one Restore away. An edited file shows an Unsaved marker until you save it, both in the top bar and next to the file in the tree. Editing several files? Save all writes them together.

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Asking Neo to make the change

Prefer to have Neo do it? Click Adjust with Neo in the top bar of any skill. Neo Support opens with that skill attached — say what you want changed, and it reads the whole skill, proposes the edit, and saves it once you confirm. When the change touches a script, it runs the script in the sandbox first. One button covers the whole skill, whichever file you have open, because the procedure and the scripts that carry it out have to agree. Save your work first. The button is switched off while a file has unsaved changes, since Neo reads the saved skill: it would work from one text while your screen shows another, and your next save would overwrite what it wrote.

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Going back to an earlier version

Click History on any file to see every saved version, newest first, with when it was saved. Pick Restore on an older version to load it back into the editor; save it to make it the current version again. Nothing is lost — restoring simply brings an earlier version forward as a new one.

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Running a script to check it

Before you rely on an edit, run it. Open a script and click Run (or press ⌘/Ctrl + Enter). Neo runs the script in the same secure sandbox your agents use, so it reaches your real systems, and streams the output as it goes.

• Choose which agent to run as. A script reads from your PSA, Microsoft 365, RMM and the rest through the permissions of one of your agents. Pick that agent in the Run as box — Neo defaults to your internal chat agent and remembers your last choice. The run is always read-only: it can look at your systems but never change anything, so testing a script is safe.
• It runs what’s in the editor. You don’t have to save first — Run uses your current edits, so you can try a change, see the result, and only save once it works.
• When a run fails, Neo tells you why — a syntax error with the line, a permission the agent is missing, a timeout — in plain language above the output.

If a run fails and you’d like Neo to fix it, click Ask Neo Support to fix this. Neo Support opens with the failed run already attached — it reads exactly what ran and what went wrong, explains the cause, and proposes a fix for you to confirm.

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Available to all agents

Every skill shows an Available to all agents label. That’s the rule for custom skills: once a skill exists, every agent in your tenant can load and use it, automatically. There’s no per-agent toggle to manage.

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Deleting a skill

Open the skill and select Delete in the top bar — you’ll be asked to confirm, since the skill disappears for every agent in your tenant at once. If an agent tries to remove a skill on your behalf (through Neo’s API), a technician has to approve it first.

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Keeping your skills healthy