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The Build Message action uses AI to craft personalized communications based on ticket details and your specific instructions. Perfect for creating notifications, updates, or automated responses that feel human-written rather than template-generated.
Instead of sending generic template messages, Neo Agent can craft personalized communications that reference specific ticket details, making your automated messages feel human-written. Plus, this action doesn’t consume any credits!

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Quick start

1

Add the action

Add “Build Message” to any workflow where you have ticket data available.
2

Write clear instructions

Be specific about what you want. For example:
  • “Create a friendly update for the customer about their ticket status”
  • “Write a brief internal summary of what was done on this ticket”
  • “Generate a polite message asking for more information”
3

Choose message type

Select “Customer Facing” for client communications or “Internal” for team messages.
4

Add notification action

Use the generated message with actions like:
  • “Notify Ticket’s Contact” for customer messages
  • “Add Ticket Note” for internal documentation
  • “Notify Internal Team” for team alerts

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How it works

This action analyzes ticket information and creates custom messages according to your instructions. Whether you need customer updates, internal summaries, or follow-up requests, the AI crafts appropriate content that:
  1. References specific ticket details - includes relevant information like ticket numbers, status, or work performed
  2. Matches your tone - follows your instructions for professional, friendly, or technical communication
  3. Sounds natural - avoids robotic template language in favor of conversational messaging
  4. Serves your purpose - creates content optimized for your intended audience and use case

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Setup

Ticket to reference: The action works with any ticket from your workflow trigger or previous actions. Message instructions: Provide clear instructions about what kind of message you want. The more specific, the better the results. Examples:
  • “Create a friendly status update for the customer about their ticket progress”
  • “Write a brief internal summary of what was accomplished on this ticket”
  • “Generate a polite message asking the customer for more information”
Message type: Specify the intended audience:
  • Customer Facing: Messages that will be sent to clients
  • Internal: Messages for your team or internal documentation

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What you get

After running, you’ll have generated messages suitable for your chosen audience (customer or internal), summary information for your Event History, and best of all - this action doesn’t consume any AI credits.

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Common use cases

Create personalized progress updates that reference specific work performed. Include ticket number, current status, work completed, and keep it brief and professional without technical jargon.
Generate polite requests for additional details from customers. Explain what specific details you need, reference the original issue, provide clear next steps, and include contact information.
Create concise summaries for team communication. Include key actions taken, note outstanding issues, mention next steps and timelines, and keep it factual and concise.
Craft appropriate follow-up messages based on ticket status. Thank customers for patience, summarize what was fixed, ask for confirmation, and provide contact info for any issues.

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Best practices

The clearer your instructions, the better the messages. Instead of vague requests like “Create a message for the customer”, use specific instructions: “Create a friendly status update including ticket number, current progress, what we’re waiting for, and estimated completion date.”
Select appropriate audience for proper tone: Customer Facing uses professional, friendly tone without technical jargon; Internal allows more technical detail and focuses on team coordination.
Build Message only creates text content. Always pair with “Notify Ticket’s Contact” for customer messages, “Add Ticket Note” for documentation, or “Notify Internal Team” for alerts.
Always test workflows with sample tickets. Create test workflow, run with 2-3 different ticket types, check Event History, and refine instructions based on results.
Guide the AI to include relevant information: original problem reported, current discoveries, what you’re waiting for, realistic timelines, and contact information.
Since Build Message doesn’t consume credits, feel free to experiment with different instruction styles to find what works best for your communication needs.

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Example workflows

  1. Trigger: Technician adds note to ticket
  2. Build Message - Instructions: “Create friendly status update including progress made and next steps”
  3. Notify Ticket’s Contact - Send update to customer
  4. Result: Customers stay informed about ticket progress automatically
  1. Trigger: Ticket status changed to “Resolved”
  2. Build Message - Instructions: “Create brief internal summary of work performed and resolution”
  3. Add Ticket Note - Document summary internally
  4. Notify Internal Team - Alert team about resolution
  5. Result: Team stays informed about completed work
  1. Trigger: Ticket moved to “Waiting for Information”
  2. Build Message - Instructions: “Create polite message asking customer for specific details needed”
  3. Notify Ticket’s Contact - Send request to customer
  4. Result: Clear, professional requests for additional information