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The Create TimeZest Scheduling Link tool lets a Neo Agent generate a TimeZest booking URL for a ticket. Instead of the agent (or a technician) playing email tag to find a time, it sends the end user a link to pick a slot themselves; TimeZest handles the calendaring and writes the appointment back to your PSA.
Requires the TimeZest integration.

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What It Does

When enabled, the agent can:
  • Pick the appropriate TimeZest appointment type for the ticket
  • Generate a scheduling link for the ticket’s contact
  • Share the link via a ticket note or email so the end user can book a time
Use it whenever a ticket needs a scheduled call or on-site visit and you’d rather the customer choose the time.

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Naming Appointment Types and Technicians

Write appointment types, technicians and teams in your instructions by the names they have in TimeZest. The agent passes those names, and Neo reads your TimeZest lists and finds the match itself. A difference in capital letters, spacing or punctuation still matches: “Level 1” finds a team named “*Level 1”. TimeZest IDs work too. When a name matches nothing, or matches more than one option, Neo creates no link and gives the agent the list of valid names, and the agent tries again with one of them. When you add or rename an option in TimeZest, Neo reads the lists again before it reports a name as unknown.

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Two Delivery Modes

The agent chooses how the booking link reaches the end user:
In Send via TimeZest mode, TimeZest already emailed the link — so tell the agent not to also paste it into a note or email, or the customer receives it twice. The tool’s own response says the same, so the agent knows the link is already delivered.
Behind the scenes these map to TimeZest’s generate_url and pod trigger modes respectively. The default (generate_url) is unchanged from previous behavior, so existing workflows keep working exactly as before.
TimeZest needs a real end-user name and email to build a booking link. Before calling TimeZest, Neo checks the ticket’s contact and — if it’s missing a name or email — falls back to the company’s primary contact. If neither resolves, Neo skips the TimeZest call and returns an actionable message asking you to add a contact name and email (or set a primary company contact) and re-run, rather than failing with an opaque error.

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Safety

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How to Use

1

Connect TimeZest

Set up the TimeZest integration and configure your appointment types in TimeZest.
2

Enable the tool

Add Create TimeZest Scheduling Link to the workflow’s tool list.
3

Tell the agent when to use it

In custom instructions: “When a ticket requires an on-site visit, send the contact a TimeZest link for the ‘On-site visit’ appointment type and add a note explaining what was booked.” To rely on TimeZest’s own reminders and follow-up sequences, tell the agent to send the link via TimeZest for that appointment type — TimeZest then emails the link and runs those workflows, and the agent won’t add its own copy.
Combine with Add Client-Facing Note or Send Email so the link reaches the customer the way you prefer.