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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.

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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: 
Notify the IT administrator when security-related tickets are created.
CC the department manager on high-priority tickets.