Two kinds of skills
Built-in skills
Shipped and maintained by Neo. General MSP best practices that work for every MSP — always available, no setup.
Your own skills
Skills you create for your repeatable procedures, so agents produce the same reliable output every time.
How skills work
When an agent starts a task, it evaluates the available skills and loads any that are relevant — automatically, based on the task at hand. Once loaded, the skill gives the agent a tested methodology to follow (and, for some skills, code to run) instead of working everything out from scratch. For example, when an agent picks up a ticket about a malfunctioning printer, it loads the Resolve Issue skill to follow a proven diagnosis methodology. When it needs to message the end user, it loads the End User Communication skill to keep that message professional and safe.Skills are always available when the agent is enabled. They don’t need to be individually toggled on or off.
Built-in skills
Built-in skills are general best practices that Neo ships and keeps up to date — they apply to every MSP and need no configuration. Beyond the two featured below, Neo also ships a library of internal reference skills — API references and decision guides 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 ever having set anything up.Resolve Issue
Structured diagnosis and resolution methodology built for MSP workflows
End User Communication
Professional communication guardrails for end user messaging
Your own skills
You can also create skills for your recurring jobs — a weekly report, a monthly reconciliation, any multi-step procedure you run again and again. Once a procedure works well, you capture it as a skill so every future run follows the exact same steps and produces the same dependable result.Custom skills
Learn what custom skills are, why they make outputs reliable, and how to create and manage them
Skills vs. custom instructions & memory
Built-in skills provide general best practices that work across all MSPs. Custom instructions and memory are specific to your workflows and company. When there’s 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