Two kinds of skills
Built-in skills
Shipped and maintained by Neo. Available without setup.
Your own skills
Skills you create for repeatable procedures.
How skills work
When an agent starts a task, it evaluates the available skills and loads those relevant to the task. A loaded skill gives the agent a methodology to follow and, for some skills, code to run. For example, when an agent picks up a ticket about a malfunctioning printer, it loads the Resolve Issue skill to follow a diagnosis methodology. When it needs to message the end user, it loads the End User Communication skill to guide that message.Skills are always available when the agent is enabled. They don’t need to be individually toggled on or off.
Built-in skills
Neo ships and maintains built-in skills. They apply to every MSP and need no configuration. Neo also ships internal reference skills for the PSA, RMM, Microsoft 365, and documentation integrations. Agents load these automatically when they use the matching tools, so you may see them in a run’s log without having set anything up.Resolve Issue
Structured diagnosis and resolution methodology built for MSP workflows
End User Communication
Communication guardrails for end user messaging
Your own skills
Create skills for recurring jobs, such as a weekly report, a monthly reconciliation, or another multi-step procedure. Capture a procedure as a skill after it works well so future runs follow the same steps.Custom skills
Learn what custom skills are and how to create and manage them
Skills vs. custom instructions & memory
Built-in skills provide general best practices across MSPs. Custom instructions and memory are specific to your workflows and company. When there is a conflict, your instructions always win. For example:- The End User Communication skill says to use “we” language
- Your custom instructions say “always sign off as the technician’s first name”
- The agent follows your custom instruction