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Documentation Index

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The Send Email tool lets a Neo Agent send an email to any email address — useful when the recipient isn’t a PSA contact on the ticket, or when your PSA can’t deliver client-facing notes as email.
Prefer Add Client-Facing Note or Add Time Entry for talking to the ticket contact when your PSA delivers those as email — they keep the conversation on the ticket. Use Send Email when there’s no PSA contact for the address, or your PSA doesn’t email notes out.

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What It Does

When enabled, the agent can:
  • Send an email to any valid address related to the ticket
  • Compose the subject and body from ticket context and your custom instructions
  • Send from Neo’s mailbox (replies route back into the ticket where supported)

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Safety

ControlBehavior
Technician-in-the-LoopRequire human approval before any email is sent
Test modeWhen test mode is on, the agent drafts the email but doesn’t send it
Custom instructionsDefine tone, signature, and when the agent should email versus add a ticket note

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How to Use

  1. Enable the tool in your workflow
  2. Set whether emails require technician approval
  3. Provide custom instructions on voice, signature, and when to use email instead of a ticket note

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Example Instructions

Email the requester's manager when an offboarding completes — confirm the
account is disabled, mailbox converted to shared, and licenses reclaimed.
Keep it brief and professional, signed "IT Support".