Skip to main content
The External API Request tool lets an agent call external APIs, webhooks, or internal services as part of ticket processing. The APIs themselves are configured once as Custom API connections on the Integrations page; this tool gives one agent access to the connections you pick. This tool is Advanced — 3 credits. On a ticket-triggered agent that is the per-run price (if no other chosen tool is higher). On a scheduled or chat agent it is 3 credits per call. It is not the Neo API tool (that one is Free), and it is not the API skills listed under Built-in Capabilities (those are free to load). See Tool credit costs.

​
What It Does

When enabled, the agent can:
  • Call any connected API by its connection name (GET, POST, PUT, PATCH, or DELETE)
  • Authenticate with the connection’s stored credential — API keys, Bearer tokens, Basic Auth, or OAuth 2.0
  • Fill in the path placeholders, query parameters, and body fields the connection defines
  • Process and act on API responses
This tool is ideal for integrating with systems Neo doesn’t natively support.

​
How to Use

1

Connect the API

On Integrations, open Custom API and add a connection — endpoint, authentication, and the fields the agent can fill. The wizard walkthrough is on the Custom API page.
2

Pick it in the agent

Enable External API Request in the agent’s toolbox and choose the connection under Connected APIs. One agent can use several connections.
3

Add Custom Instructions

Guide the agent on when and how to use each API. Include:
  • Conditions for calling the API
  • How to map ticket data to request fields
  • What to do with the response
Refer to each API by its connection name — that’s the name the agent sees.
Agents configured before Custom API connections existed carried per-agent inline API configurations. Those were migrated to connections and the inline editor is gone; anything still writing inline configurations through the API keeps working during the deprecation window, but new setups should create connections.

​
Example: Kick-off a Rewst Workflow

Rewst user onboarding
If you have a Rewst workflow that you want Neo to decide when to kick off, connect the webhook URL as a Custom API connection and give it to the agent. Connection (on the Integrations page):
  • Name: rewst_user_onboarding
  • Web address: https://engine.rewst.io/webhooks/custom/trigger/<your-trigger-id>/<your-org-id>
  • What Neo does there: POST
  • Authentication: your preferred method (webhook URLs are often pre-authenticated — No key needed)
Information Neo sends (body fields on the connection):
The trigger and org IDs are the same on every call, so paste the real values into the address. Use {placeholder} braces only for values that change per ticket — each one becomes a required input the agent fills.

​
Example: Slack Webhook Alert

Send alerts to a Slack channel when high-priority tickets arrive: Connection:
  • Name: slack_high_priority_alert
  • Web address: https://hooks.slack.com/services/YOUR/WEBHOOK/URL
  • What Neo does there: POST
  • Authentication: No key needed (the webhook URL is pre-authenticated)
  • Information Neo sends: one field, text (String, required) — the message to post
Custom Instructions on the agent:

​
Best Practices

Choose names that clearly indicate purpose: jira_create_issue, pagerduty_alert, custom_crm_update. The agent uses these names to decide which API to call, and your instructions reference them.
The agent relies on the connection’s field descriptions to map ticket data correctly. Instead of “The message”, write “A summary of the ticket issue including the error message and affected user”.
Enable technician approval when an agent first gets a new connection. Review the requests the agent wants to make before allowing autonomous operation.
Add custom instructions for what the agent should do if the API returns an error — retry, escalate, or add a note to the ticket.
Use the Test button (▶) on the connection to verify connectivity and authentication before enabling the agent. This catches credential issues early.