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This action sends notifications to internal team members through Microsoft Teams, Slack, or email.

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How it works

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Message collection

The action takes messages from previous workflow steps, such as 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, and company.

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Attachment preparation

For email notifications, it can convert data tables from previous actions, such as reports, into CSV files.

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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, Data Analysis, or Build Message. 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 AI Agent Teams app installed
  • Teams Channels & chats: Post to a Teams channel or group chat the Neo app is in. Pick it from the list (channels show as Team / Channel, group chats show their name). You can mix channels, chats, and individual users in one action. See Post to a Teams channel or chat
  • 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. The action shows 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

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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

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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

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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

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Executive summaries

When: Scheduled reports need to go to leadership Setup:
  1. An Agent - Analyzes tickets from the past period and writes the report
  2. Notify Internal Team - Email the report to executives

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Best practices

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Monitor success

Check Executions 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 AI 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
Email subject: By default, Neo sends a standard subject line. To customize it, turn on Customize email subject and edit the template using these variables, which fill in per ticket: {workflow_id}, {workflow_name}, {ticket_number}, {ticket_title}, {company}. To send the email with no subject line, turn on Suppress email subject.