Notify internal team

This action sends notifications to your internal team members via Microsoft Teams, Slack, or email. Perfect for keeping everyone informed about workflow results, important alerts, or issues that need attention.

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How it works

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Message collection

The action takes messages from previous workflow steps (like analysis results, summaries, or alerts) and prepares them for delivery.

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Context addition

If the workflow was triggered by a ticket, it automatically adds ticket details (ID, title, company) to provide context.

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Attachment preparation

For email notifications, it can convert data tables from previous actions (like reports) into CSV files for easy review.

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Notification delivery

Based on your chosen channel, it sends the information to the specified team members, channels, or email addresses.

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Optional feedback

If enabled, it includes a feedback link so recipients can provide input on the automated process.

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Setup

Message source: Takes messages from previous actions like Ticket Triage, Executive Summary, or Data Analysis. Communication channel: Choose how to notify your team:

• Teams - Send to specific users or Teams channels
• Slack - Send to Slack channels or direct messages
• Email - Send traditional email with optional attachments

Recipients: Specify who receives the notifications:

• Teams Users: Select team members who have the Neo Agent Teams app installed
• Slack Channels: Specify Slack channel IDs for notifications
• Email Addresses: Add email addresses for recipients

Data attachments (optional): For email, attach CSV files with detailed data from previous actions. Feedback requests (optional): Add feedback links to gather input on automated processes.

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What you get

After running, you’ll see confirmation of which notifications were sent successfully and details about any failed notifications and why they failed.

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Use cases

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Report analysis results

When: After a Data Analysis action creates a report Setup:

1. Data Analysis - Generates a detailed report or table
2. Notify Internal Team - Sends the report to managers via email with CSV attachment

Result: Stakeholders receive comprehensive reports without manual effort

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Alert on critical issues

When: High-priority or unassigned tickets are detected Setup:

1. Filter Tickets - Find tickets meeting specific criteria
2. Build Message - Create alert summary
3. Notify Internal Team - Send immediate Teams alert to support managers

Result: Critical issues get immediate attention from the right people

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Workflow completion updates

When: Complex automated workflows complete (successfully or with issues) Setup:

1. Any complex workflow (like L1 Engineer attempts)
2. Notify Internal Team - Inform L2 support team about results

Result: Team knows what automation accomplished and what needs manual follow-up

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Quality assurance alerts

When: Ticket QA scores fall below acceptable levels Setup:

1. Ticket QA - Reviews completed tickets
2. Conditional logic - Check if scores are below threshold
3. Notify Internal Team - Alert quality managers

Result: Quality issues get immediate management attention

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Executive summaries

When: Scheduled reports need to go to leadership Setup:

1. Executive Summary - Analyzes tickets from past period
2. Notify Internal Team - Email comprehensive report to executives

Result: Leadership gets regular insights into service delivery

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Best practices

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Choose the right channel

• Use Teams for immediate alerts and collaborative discussions
• Use Slack for team coordination if that’s your primary platform
• Use Email for formal reports and detailed information

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Set up recipients properly

• For Teams: Ensure recipients have installed the Neo Agent Teams app
• For Slack: Verify channel IDs are correct
• For Email: Use distribution lists for groups when appropriate

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Use clear message sources

Make sure previous actions create clear, useful messages. Use Build Message to format complex information into readable updates.

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Include relevant data

For email notifications with data analysis, enable CSV attachments to provide detailed information stakeholders can review.

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Enable feedback strategically

Use feedback requests when you want input on new or modified automated processes.

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Test delivery

Verify notifications are reaching intended recipients and adjust settings if needed.

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Consider timing

For scheduled workflows, consider when notifications are sent - avoid alerting people outside business hours unless it’s truly urgent.

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Monitor success

Check the Event History to ensure notifications are being delivered successfully and identify any delivery issues.

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Communication channels

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Microsoft Teams

• Recipients must have the Neo Agent Teams app installed
• Works with both direct messages and channel notifications
• Supports rich formatting and interactive elements

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Slack

• Requires proper Slack channel ID configuration
• Works with your existing Slack workspace
• Integrates with Slack’s notification preferences

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Email

• Works with any email address or distribution list
• Supports CSV attachments for detailed data
• Professional formatting for formal communications