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The agent uses this tool to find a company from a name it read in a ticket or an email. On ConnectWise, Autotask and Halo, a partial or misspelled name still finds the right company.
The agent gets this tool when you set the Companies permission group of your PSA (Customers on Syncro) to Read Only or Read / Write, on the agent’s Tools & Settings tab under PSA. The tool list has no separate toggle for it.

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What It Does

The agent can search by:
  • Company name
  • Contact email or contact name
  • Site name, which finds the company that owns the site (ConnectWise, Autotask and Halo)
  • Company id
The result is the union of every search you supply. The agent also finds your own company record, for its address and similar details.

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Fuzzy Matching

How a name is matched depends on your PSA:
  • ConnectWise, Autotask and Halo: the match is approximate. “Acme Corp” finds “ACME Corporation”, and a misspelled contact name still finds the person. Neo matches the name against its own synced copy of your PSA data, so the matching itself is fast and sends nothing to your PSA. Reading a matched company’s full details can still call your PSA when that company is not in the synced copy.
  • ServiceNow and Syncro: Neo searches your PSA directly for companies and contacts whose name contains the text. A partial name works, but a misspelled one finds nothing.
  • Site names on Halo: Neo searches Halo directly for sites whose name, or whose client’s name, contains the text, so a partial site name works. When a name of three or more words finds nothing, Neo searches again with its first two words and keeps only the sites whose name is close to the full name, so “Cedar Hill Dentistry for Kids” still finds the site “Cedar Hill Dentistry 4 Kids” but not “Cedar Hill Vets”. A misspelling in the first two words still finds nothing.
The generic PSA API tools cannot match approximately. They can filter on contains and wildcard patterns, but they have no similarity matching, so a name your PSA does not hold in that shape returns nothing. Give the agent read access to Companies when it must work from a name a person typed.

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How to Use

This tool supports:
  • Resolving the company on a ticket with no company set
  • Finding the company that owns a contact, before a notification
  • Looking up a company’s address, type or status