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The Read Teams Channel Messages tool lets an agent read what your team has posted in a Teams channel. Use it when the answer to a ticket lives in a channel rather than in your PSA: a channel where staff post client travel, planned maintenance, or known issues. For example, a security agent that gets an impossible-travel sign-in alert can check your Travel Notifications channel for a trip by that user. If it finds one, it notes the post, with a link to it, on the ticket.

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What It Does

When enabled, the agent can:
  • Read posts, with their replies, from the channels you pick, up to 14 days back
  • Narrow the read to posts that mention a name or other text
  • Link to each post it uses, so a technician can open the source in Teams
The agent reads a channel only when it decides the channel is relevant to the ticket. It cannot post in the channel with this tool; posting is the Send Teams Message tool.

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Setup

1

Add the Neo AI Agent app to the team

A team owner adds the Neo AI Agent app to the team that holds the channel: in the team, open ··· → Manage team → Apps → More apps → find Neo AI Agent → Add. Teams asks the owner to allow the app to read the team’s messages. Accept it.This is the same step as for posting to a channel. If the app is already in the team, you do not add it again.
2

Pick the channels the agent may read

In the agent’s Tools tab, turn on Read Teams Channel Messages and pick the channels under Channels Neo can read. The agent can read only the channels you pick. There is no “any channel” option.
3

Tell the agent when to read

Say in the agent’s instructions which channel to check, and when. For example:
Before you escalate an impossible-travel or unusual sign-in alert, read the Travel Notifications channel for the last 14 days and look for a trip by that user.
Which channels appear in the picker. The picker lists the channels of every team the Neo AI Agent app is in. A private channel appears after Neo first sees a post in it. A team that uses a branded (white-label) Neo app instead of Neo AI Agent cannot be read yet.

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If a channel cannot be read

The agent reports why in its run, and it continues with the ticket:
  • “Neo cannot read this channel yet”: Neo has not seen activity in that team since channel reading was added. It can read the channel after the next post in any channel of that team.
  • “Microsoft refused the read”: the team owner did not accept the app’s permission to read the team’s messages. Remove the Neo AI Agent app from the team and add it again, and accept the permission prompt.

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Privacy

Neo reads a channel only during a run of an agent that has the tool and has that channel on its list. Neo does not index your channels or read them outside a run. The posts an agent reads stay in that run’s history, like the result of any other tool.

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Credits

The tool is in the Standard tier: 2 credits. On a scheduled or chat agent, each call costs 2 credits. On a ticket-triggered agent, the tool makes the price of each run at least 2 credits. See Credit Costs.