Prefer Add Client-Facing Note or Add Time Entry for talking to the ticket contact when your PSA delivers those as email, because 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.
What It Does
When enabled, the agent can:- Email the recipients it names: one recipient, and other addresses copied on the same email as visible CC recipients. To email your whole team, the agent names each address
- Compose the subject and body from the ticket, the data it gathered and your custom instructions
- Send with or without a ticket, so a scheduled agent can email its report
- Send from Neo’s address
notifications@notify.neoagent.io; replies go toneo.workflows@neoagent.io
Who the agent may email
Three settings decide it:
An agent with Email other addresses off needs at least one address in the list, or the agent cannot be enabled.
If you used Send Email to Internal Team. That tool is now part of Send Email. An agent that had only Send Email to Internal Team now has Send Email with the same addresses, Email other addresses off and no approval, so it emails the same people as before. An agent that had both tools keeps its Send Email settings, and its internal-team addresses become Your team’s addresses, which the Approval switch does not cover.
Subject Line and Ticket Link
The agent can write a short subject for each email, for example “Approval needed: mailbox access for Alex Morgan”. The subject can use these variables, which fill in per ticket:{workflow_id}, {workflow_name}, {ticket_number}, {ticket_title}, {company}. To control the wording, say what the subject must contain in your custom instructions.
When the agent writes no subject, the subject depends on who receives the email:
- Your own team: the standard workflow notification subject,
Notification from a workflow: [<id>] <name>. When the email is about a ticket, the subject adds| Ticket <number> | Title: <title> | Company: <company>and the email opens with a link to the ticket in your PSA. An email goes to your own team when each recipient and CC is in Your team’s addresses or on your company’s email domain, which Neo learns from the dashboard users who can sign in. Neo ignores common free-mail domains such as Gmail and Outlook.com when it learns your domain. - Anyone else, such as an approver at your client, or an email that copies one: the ticket number and title, for example “Ticket T20260101.0001: New user account”. Neo does not add your agent’s name or id to the subject, and does not add a link to the ticket in your PSA, because the recipient cannot open it. An email to someone else with no ticket must have a subject from the agent.
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 approval applies, so the reviewer sees exactly who is copied before the email goes out.Body Formatting & Attachments
Email bodies are written in Markdown and rendered to HTML before sending, including Markdown tables, which arrive as real formatted tables. The tool itself does not take attachments. 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:neo.client.send_email(...)emails one recipient and acceptscc=[...], so the agent names each address it emails.
attachments=[...] (sandbox file paths) and content_type="html", which sends the body verbatim with no Markdown conversion. It follows the same rules as the tool: the listed addresses always, other addresses only when Email other addresses is on. A sandbox script cannot ask for approval, so an email that needs approval is refused there, and the agent sends it with the tool instead, which carries no attachments.
Test reports by email
When an agent in test mode reports Email to internal team, Neo sends the report to Your team’s addresses, so the agent needs Send Email with at least one address in the list. When you turn on test mode with that option and the agent has no Send Email yet, the dashboard adds Send Email limited to the list. Add at least one address before you save.Safety
How to Use
- Enable the tool on your agent.
- List your own people in Your team’s addresses.
- Choose whether the agent may email other addresses, and use the Approval switch to decide whether those emails need a technician’s approval.
- Provide custom instructions on who to email, voice, signature, and when to use email instead of a ticket note.