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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
  • Copy one or more addresses on the same email as visible CC recipients
  • Compose the subject and body from ticket context and your custom instructions
  • Send from Neo’s address notifications@notify.neoagent.io; replies go to neo.workflows@neoagent.io
Send Email to End User vs Send Email to Internal Team. Use this tool to reach one person Neo works out per ticket — from the ticket, a PSA contact, or your custom instructions — with an optional CC. Use Send Email to Internal Team to notify a fixed list of your own people that you set once in the tool’s settings; there, Neo cannot change the recipients and there is no CC.

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CC Recipients

The agent can copy additional people on the email with a real CC header — all recipients receive one email and see who else was copied. CC recipients are shown in the technician approval preview when Technician-in-the-Loop is on, so the reviewer sees exactly who is copied before the email goes out.

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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), content_type="html", which sends the body verbatim with no Markdown conversion, and cc=[...] for CC recipients. 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