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Skills are packages of best practices and domain knowledge that Neo Agents can load when handling specific types of tasks. Unlike tools (which perform actions), skills provide guidance on how to approach a task effectively — informed by years of MSP operational experience.

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How Skills Work

When an agent starts working on a ticket, it evaluates the available skills and loads any that are relevant. The agent decides automatically based on the ticket context — no configuration needed. For example, when an agent encounters a ticket about a malfunctioning printer, it loads the Resolve Issue skill to follow a proven diagnosis and resolution methodology. When it needs to message the end user, it loads the End User Communication skill to ensure professional, safe communication.
Skills are always available when the agent is enabled. They don’t need to be individually toggled on or off.

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Available Skills

Resolve Issue

Structured diagnosis and resolution methodology built for MSP workflows

End User Communication

Professional communication guardrails for end user messaging

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Skills vs. Custom Instructions

Skills provide general best practices that work across all MSPs. Custom instructions are specific to your workflows and company. When there’s a conflict, custom 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
Think of skills as sensible defaults. Custom instructions are your overrides for anything that should be different for your organization.