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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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Body Formatting & Attachments

Email bodies are written in Markdown and rendered to HTML before sending — including Markdown tables, which arrive as real formatted tables. For reports that need an exact, fully-styled HTML body (for example a branded template) or file attachments, have the agent send from its code sandbox instead: the sandbox neo.client.send_email(...) helper accepts attachments=[...] (sandbox file paths) and content_type="html", which sends the body verbatim with no Markdown conversion. The dashboard tool itself doesn’t take attachments.

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Safety

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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