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The Send to Additional Contact tool allows Neo Agent to message additional contacts associated with a ticket, such as IT managers or admins.
Enabled automatically when you grant your PSA’s client-facing notes permission group at Read / Write and turn on its Allow Notify Additional Contacts toggle — there’s no separate toggle in the tool list. The group is Ticket Notes (Client-Facing) on Autotask and ConnectWise, and Actions (Client-Facing Notes) on HaloPSA. ServiceNow and Syncro do not carry that setting, so this tool is unavailable on them.

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What It Does

When enabled, the agent can:
  • Identify additional contacts to notify
  • Send messages to contacts beyond the primary ticket contact
  • Automatically add contacts to tickets if needed
In custom instructions, tell Neo how to identify contacts to notify. Example: “Notify the IT Manager or admin for this company.”

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How to Use

Use this tool when you need to notify someone other than the primary ticket contact: