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The Send Teams Message tool lets Neo Agent notify your internal team through Microsoft Teams — either as a direct message to individual technicians, or as a post to a Teams channel or group chat the Neo app is in.

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What It Does

When enabled, the agent can:
  • Direct-message individual team members
  • Post to a Teams channel or group chat (see Post to a Teams channel or chat)
  • Notify technicians about urgent issues or share ticket updates
A Teams message is one-way. A reply to it does not reach the agent and does not continue the run. To ask the ticket’s contact for missing details, the agent adds a client-facing reply to the ticket, and the contact’s answer can start the agent again. To get a technician’s decision before an action, use Technician in the Loop.
Setup Required: Follow the Teams integration guide to allow Neo to send messages in Teams.

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Controlling who the agent can notify

The tool has two independent scopes so you decide exactly where the agent may send:
  • Users — Any (any user who installed the Neo app, the default), Only specific (a chosen list), or Disabled (never DM anyone).
  • Channels & chats — Disabled by default, so posting to a channel is opt-in; switch to Any (any channel/chat the app is in) or Only specific (a chosen list).
Because the two are independent, you can model any combination — e.g. specific users but no channels, only a single #alerts channel and no DMs, or any mix. At least one of the two must be enabled.

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The agent picks the recipient per run

The scopes above are a permission, not a fixed recipient list. The agent chooses which people and which channels or chats each individual message goes to, from everything the scopes allow, using what it knows about that ticket. So one agent can send each escalation to the chat that belongs to whoever the ticket is assigned to, without a separate agent per person. The agent can address a person by name, for example the technician named on the ticket. The name must match exactly one Teams user the scopes allow. Neo never guesses between similar names. When a name does not match, the agent looks up the allowed list and picks from it. When a scope is Only specific and you pick up to 50 entries in the dashboard, the agent is told your chosen list at the start of every run, so it needs no lookup. It is also told the other scope: for example, that it may message any user, or nobody. A longer list is looked up when needed. An instruction such as “send to the users set in the Teams tool” reaches every person on that list; an instruction that names one person still reaches only that person. If you use Teams Technician Mapping & Availability, that list also shows the PSA technician, or technicians, each mapped Teams user belongs to. The agent can then message the technician on the ticket through that link, which is what an instruction such as “notify the assigned technician through the technician-to-Teams mapping” needs. This is the difference from the Notify Internal Team action on a fixed-step workflow, where the recipients are chosen when you build the workflow and every run notifies the same set. If you need the destination to depend on the ticket, use an agent with this tool rather than a fixed-step workflow.