If you want assistance implementing any of these updates, please reach out to your account manager
Watch an Agent Think, Live
When you press Run Now on an agent — or step through one in iteration mode — the execution log no longer sits empty while the agent works out its first move. Its reasoning now streams into the log as it’s written: a Thinking… badge marks the current thought and the text grows in front of you, so you see within seconds that the run is underway and where it’s heading, instead of waiting for the whole first step to finish. Nothing to switch on, and scheduled runs are unchanged — their thoughts appear as each one completes. See Event History.Stop Now Actually Stops the Agent
The Stop button in chat used to stop the reply appearing on your screen — the agent carried on working behind it, and could still make changes you’d stopped it to prevent. It now genuinely stops the agent: it won’t start another action, and the conversation ends there. Teams’ own stop control on a streamed reply does the same. A stop lands at the agent’s next step, so if it’s part-way through something long it finishes that step first, and anything it had already done stays done. And if your browser loses a running conversation — you close the tab, the connection drops — the chat now tells you the agent is still working, and offers to reconnect or stop it, so you’re never typing a correction at an agent that can’t hear you yet. See Using chat.The End-User Bot Can Now Hand a Ticket to a Technician
When your branded end-user bot can’t finish the job — the request needs an account change, or the employee simply asks for a person — it now moves the ticket to a status your queue actually triages and writes a handover note for the technician: what the employee needs, what the bot already tried, and what it ruled out. This closes a gap for anyone who parks chat tickets in a bot-only status like Chat Active: those tickets no longer wait for someone to notice them. Pick which status means “a human has this” under Create Ticket (End User), alongside the initial and resolved statuses — most MSPs pick one; pick several and the bot chooses the one that fits. The handover note is internal on every PSA, so it never emails the employee. See End-user tools.A Clearer SharePoint Integration Page
The SharePoint page under Integrations has been redesigned around the questions that matter day to day: is it syncing, what’s being synced, and what needs your attention. The connected view now shows the sync status with a Trigger sync button — pull in SharePoint changes on demand instead of waiting for the next scheduled run — and lists your synced libraries. The two sharing controls are now explained right on the page: Folder mappings decides which client sees which folder’s documents, and Global folders shows how many folders you’ve shared with every client. See SharePoint.ServiceNow: Agents Now Read Screenshots, Catalog Form Answers, and Every Kind of Knowledge Article
Three upgrades for ServiceNow-connected agents. Screenshots and photos attached to a ticket can now be read — the agent receives a written description of what the image shows (error dialogs, codes, visible state) and works from that, alongside the text files it could already open. The answers a requester typed into a catalog form or record producer, and the chat/call interaction a ticket was created from, are now readable too, so an agent no longer misses the actual content of a service request. And knowledge articles built from templates — how-to, known-error, or your own custom templates — now return their full body instead of appearing empty. See PSA API.
When you press Run Now on an agent — or step through one in iteration mode — the execution log no longer sits empty while the agent works out its first move. Its reasoning now streams into the log as it’s written: a Thinking… badge marks the current thought and the text grows in front of you, so you see within seconds that the run is underway and where it’s heading, instead of waiting for the whole first step to finish. Nothing to switch on, and scheduled runs are unchanged — their thoughts appear as each one completes. See Event History.Stop Now Actually Stops the Agent
The Stop button in chat used to stop the reply appearing on your screen — the agent carried on working behind it, and could still make changes you’d stopped it to prevent. It now genuinely stops the agent: it won’t start another action, and the conversation ends there. Teams’ own stop control on a streamed reply does the same. A stop lands at the agent’s next step, so if it’s part-way through something long it finishes that step first, and anything it had already done stays done. And if your browser loses a running conversation — you close the tab, the connection drops — the chat now tells you the agent is still working, and offers to reconnect or stop it, so you’re never typing a correction at an agent that can’t hear you yet. See Using chat.The End-User Bot Can Now Hand a Ticket to a Technician
When your branded end-user bot can’t finish the job — the request needs an account change, or the employee simply asks for a person — it now moves the ticket to a status your queue actually triages and writes a handover note for the technician: what the employee needs, what the bot already tried, and what it ruled out. This closes a gap for anyone who parks chat tickets in a bot-only status like Chat Active: those tickets no longer wait for someone to notice them. Pick which status means “a human has this” under Create Ticket (End User), alongside the initial and resolved statuses — most MSPs pick one; pick several and the bot chooses the one that fits. The handover note is internal on every PSA, so it never emails the employee. See End-user tools.A Clearer SharePoint Integration Page
The SharePoint page under Integrations has been redesigned around the questions that matter day to day: is it syncing, what’s being synced, and what needs your attention. The connected view now shows the sync status with a Trigger sync button — pull in SharePoint changes on demand instead of waiting for the next scheduled run — and lists your synced libraries. The two sharing controls are now explained right on the page: Folder mappings decides which client sees which folder’s documents, and Global folders shows how many folders you’ve shared with every client. See SharePoint.ServiceNow: Agents Now Read Screenshots, Catalog Form Answers, and Every Kind of Knowledge Article
Three upgrades for ServiceNow-connected agents. Screenshots and photos attached to a ticket can now be read — the agent receives a written description of what the image shows (error dialogs, codes, visible state) and works from that, alongside the text files it could already open. The answers a requester typed into a catalog form or record producer, and the chat/call interaction a ticket was created from, are now readable too, so an agent no longer misses the actual content of a service request. And knowledge articles built from templates — how-to, known-error, or your own custom templates — now return their full body instead of appearing empty. See PSA API.
Invoices Now Go Wherever You Say at Checkout
When you subscribe — or pay through a link your account manager sends you — you now enter the email address your invoices should go to, so they can reach your accounts team directly instead of whoever happened to be signed in when the plan was set up. It doesn’t have to match the email you log into Neo with, and the person paying doesn’t have to be the person who set up the account. Receipts and payment-confirmation emails follow the same address, and you can change it any time from Billing → Plan & billing → Open Stripe portal. Accounts that already have billing set up keep their current invoice address — change it in that same place. See Billing & credits.Neo Support Runs on a Newer, Sharper Model
Neo Support — the Need help? assistant, the Chat page, and the Teams bot — now runs on the newest generation of OpenAI models, and your branded end-user bots are upgraded with it. Everyday questions come back faster and more accurately. There’s nothing to configure — every conversation gets this automatically, and the Fast/Smart toggle works exactly as it did.White-Label Installs: See Every Client’s Status, and Send Install Links in Bulk
The White-label installs section of an end-user channel is now a table of every client with a Microsoft 365 tenant, each with a clear status: not enabled, link sent (and when it expires), link expired, installed, or live for everyone — so you can see at a glance who still needs a nudge. Select several clients and generate their install links in one go, then copy them all as text to send out. Generating a new link for a client replaces the previous one, and removing a row cancels an outstanding link — a link you’ve since replaced can’t be used by mistake. Clients sharing one Microsoft 365 tenant now show as a single row, since one install covers them all. See the end-user bot guide.Longer Chats, and Your History Stays Put
Two fixes to the Chat page that technicians reported. Switching to another conversation and back no longer blanks out the one you return to — your messages are always there — and a long conversation now opens on your most recent messages, with Load earlier messages at the top to go further back. Chats also hold considerably more before an agent runs out of room; when a single question does pull in more than it can work with, the agent now tells you so and you can simply ask again more narrowly in the same conversation instead of starting a new one. See Using chat.Neo Support Now Knows Which Page You’re Looking At
Open the Need help? assistant while you’re on an agent and ask “why did this run fail?” — it already knows which agent you mean. The page you have open travels with your message, so “this agent” is enough and there’s no ID to paste. What’s sent is the page name and the ID that’s already in your address bar, and nothing else: not what’s on your screen, not what you’ve typed into a form. A small marker under your message shows when the page went along with it, and asking about something on a different page works exactly as before — the page tells Neo what “this” means, it doesn’t change the subject. Only the Need help? widget does this; the full Chat page and the Teams bot send exactly what you type. See Neo Support Agent.Iteration Mode: Fix a Step Without Rerunning the Whole Attempt
When you’re stepping through an agent in iteration mode and only the latest step went wrong, Neo can now rerun the attempt from the last good checkpoint instead of from the beginning. Everything the agent already did stays done and stays in its memory — a user it created isn’t created twice, information it looked up isn’t fetched again — and the agent redoes only the step you flagged, now following your instruction fix. Neo Support picks this automatically when it fits, and still reruns from the start when your fix changes what the early steps should do. See Iterating on agents.The End-User Bot Now Works Quietly
While it put a reply together, your branded end-user bot showed a live “working…” card listing the steps it was taking. End-user channels now start with Show progress updates off, and existing ones have been switched off for you — an employee asking for a password reset reads a running list of tool calls as noise, not reassurance, and every MSP who touched this setting turned it off. Internal channels are unchanged: technicians still watch their agent work. It remains a per-channel switch, so putting it back on for any end-user channel is one click in the channel’s settings, and the bot’s answers are identical either way. See what people experience in Teams.Sync Client Documentation from SharePoint
Neo now syncs documentation straight from your SharePoint document libraries, so agents can search and cite it while resolving tickets. There’s no API key to create — SharePoint connects through a dedicated Neo SharePoint Connector app that holds read access and nothing else; a Microsoft 365 admin consents it once, then you pick which libraries to sync. It’s separate from Neo’s Microsoft 365 administration app on purpose, so documentation search doesn’t require granting Neo any admin access. Because SharePoint has no built-in sense of which client a folder belongs to, Neo scans your top folders after the first sync, matches each to a company by name, and shows you the list to confirm — so you approve suggestions instead of mapping every folder by hand, and a search for one client only surfaces that client’s documents. Folders you don’t map stay private to their own client — nothing is shared across clients unless you explicitly mark it global (below). Find it under Integrations → SharePoint. See SharePoint.Choose Which Documentation Every Client Can See
Some documentation applies to every client — shared runbooks, internal knowledge bases, vendor guides. You can now mark those as global so their contents surface in every client’s searches, while everything else stays scoped to the client it belongs to. In SharePoint, click Global folders and tick any folder or whole library; in Confluence, click Global spaces and tick the spaces that apply to everyone. Changes take effect right away — Neo re-tags the already-synced documents without waiting for the next sync. This is always a deliberate choice: documentation is never shared across clients just because Neo couldn’t match it to one. See SharePoint and Confluence.Time Logged Through Chat Now Lands on the Technician’s Own Timesheet
When a technician asks a chat agent to log time or raise a ticket, that record now carries their name in your PSA instead of Neo’s — so 20 minutes logged from Teams on the way to the next job counts toward their utilization, not a robot’s. Tickets and notes they ask for are credited to them too. There’s nothing to switch on: it works as soon as a technician is mapped to their Microsoft account under Teams Technician Mapping & Availability, in Teams and in the dashboard chat alike, and anyone not yet mapped is told so in the reply rather than silently mis-filed. Automations are deliberately unchanged — anything Neo does on its own is still recorded as Neo, so your audit trail always shows what was automated. Autotask also needs Resource Impersonation on the Neo API user’s security level; if you followed the setup guide it’s already on. See PSA records carry the technician’s name.The End-User Bot Now Documents Its Own Questions on the Ticket
Until now a ticket handled through your branded end-user bot showed only the customer’s side of the conversation — the bot’s follow-up questions and confirmations never reached the PSA, so a technician opening the ticket saw answers with no questions. Now, whenever the bot creates or updates a ticket, its own message to the user is added to that ticket as an internal note. Internal means exactly that: it never emails the customer, never fires your customer-facing notification rules, and never shows up in the end user’s chat or ticket view. It’s always on, for every PSA. See End-user tools.Teams Answers Now Appear As They’re Written
In a 1:1 chat with your Teams bot, the answer now streams into the conversation as it’s written — with a Stop button to cut a long one short — instead of the chat sitting silent until the whole reply is ready. Technicians asking for something lengthy, like a written-up procedure, see the reply start within a few seconds rather than waiting a minute or more for it to land in one go. Nothing to switch on, and answers themselves are unchanged. Group chats and channels still receive the finished reply in one message — that’s a Microsoft Teams limitation, not a setting — and when the agent looks things up first, that research still shows in the “working…” card before the live text begins. See what people experience in Teams.A Channel’s Audience Is Now Fixed, and Channel Names Must Be Unique
Two changes that stop a channel quietly becoming something you didn’t intend. Audience — Internal (your technicians) or End-user (your clients’ employees) — is now set once, when you create the channel, and shown read-only afterwards. Changing it on a live channel used to clear the bound agent and offer only the other audience’s agents, so one stray click could leave a channel answering with the wrong agent in the wrong trust domain. To serve the other audience, create a second channel. Separately, channel names must now be unique: the name is the only label the channel list shows per row, so two channels sharing one made it impossible to tell them apart. Existing duplicates keep working — you’ll just be asked for a different name next time you rename one. The channel list also now shows each channel’s audience alongside its transport. See Channels.Relayed Technician Replies Now Show Who Sent Them
When a technician replies on a ticket and that update is relayed into your branded end-user Teams bot, it now arrives as a card showing the technician’s own name and avatar, with their message and the ticket number and status below it — instead of a line of italic text that looked much like the AI’s own replies. The name comes straight from the note’s author in your PSA, so there’s nothing to map or maintain. Prefer to present one brand rather than individual staff? Switch the channel to Show your own name instead and every relayed message carries your label and your bot’s icon, never a person’s name. You’ll find all three options — technician’s name, your own name, or no labelling at all — under Relayed technician messages in the channel’s settings; whatever you had configured before carries over as-is. The status on that card is the status name straight from your PSA, in whatever language your PSA is set up in, and Neo can’t translate it there — so if that isn’t a language this channel’s end-users read, switch off Show the ticket status and the card shows the ticket number alone. See live ticket updates in the chat.Start Iteration Mode From Run Now — and Tell Neo What “Good” Looks Like
Stepping through an agent no longer starts with knowing the right phrase to type at Neo Support. Open Run now on any agent and there’s a second choice next to it: Iteration mode. Pick the ticket and how closely Neo should check with you, and Neo Support opens with the agent already attached — asking one question: what does a good run look like? Describe the outcome you’re expecting, and Neo measures every step against it rather than only asking whether each step looks sensible on its own, calling out the moment a run drifts from what you asked for. If an agent can’t be stepped through, the option stays visible and tells you why instead of leaving you guessing. See Iterating on agents.Post Notifications Straight to a Teams Channel or Chat
Your workflows and agents can now post to a Microsoft Teams channel or group chat through the Neo app itself, chosen from a simple list in the Notify action — no more emailing a channel’s hidden connector address. Add the Neo AI Agent app to a Team (or a group chat) once and every channel becomes available; you can mix channels, chats, and individual technicians in the same notification. Messages arrive as proper posts from Neo, which also fixes the wrong-sender and occasional duplicate-post problems the old email route could cause. Agents get a matching control: for the Send Teams Message tool you can set who Neo may notify — users and channels/chats each have their own scope (Any, Only specific, or Disabled). If you’re using the email-address workaround today, switch those Notify actions over to the new Teams channels & chats picker. See Post to a Teams channel or chat.Email Reports: Real Tables and Exact HTML Bodies
Emails your agents send now render Markdown tables as real formatted tables — previously a table in an email body arrived as an unreadable wall of text. And when an agent builds a report in its code sandbox, it can now send the generated HTML file as the email body verbatim (
If you switched on Require Technician Approval for the permission group that lets an agent run scripts — Datto RMM Jobs, NinjaOne / VSA X / CW Asio Automation, N-Sight Tasks, CW Automate Script Execution — that approval now also gates the agent actually running a script. Previously it covered that RMM’s API calls but not script execution, so an agent could run a script without asking. Nothing to change on your side: agents already set up this way will start requesting approval before scripts run. If you connect several RMMs and any one of them has approval switched on, script runs ask for approval across all of them. See Execute RMM Script.Chat Agents Can Run Scripts on Any of Your Devices
When a technician asks a chat agent to run a script on a machine, the agent can now target any device in your synced RMM inventory — including your own internal devices — instead of only devices belonging to the company on the ticket the conversation happened to mention. Previously those requests failed with a confusing “device not found”, even though the device was clearly in the inventory. Ticket-triggered and scheduled agents are unchanged and still limited to the ticket’s company. See Execute RMM Script.Autotask: Choose Which Ticket Updates Reach the End User
If your technicians track all their work as time entries on the ticket, the end-user Teams bot was relaying every customer-facing one into the chat — including the routine ones the customer was never meant to read. You can now narrow it: pick the Autotask Work Types (and, if you use them, Note Types) that count as a message to the customer, and only those relay. The common setup is a dedicated Communication work type your techs apply whenever they contact the customer. Find it under Integrations → Microsoft Teams — End-user Chat Bot. Leaving the pickers empty keeps today’s behaviour, so nothing changes until you choose. See what counts as a client-facing update.Pay by Direct Debit at Checkout
You can now pay for your Neo subscription by bank Direct Debit as well as by card. When you subscribe, EUR SEPA and USD ACH bank options appear automatically at checkout alongside card. For GBP, tick Pay by Direct Debit on the pricing page before subscribing to set up Bacs Direct Debit. Whichever you choose, your credits, top-ups, and renewals work exactly the same afterwards. See Billing & credits.Watch an Iteration Session Step by Step
While Neo Support runs one of your agents in iteration mode, the banner above the chat box now opens a live run log — the same detailed timeline you get from Steps on a finished execution, but updating as the run happens. You see every tool call with its full input and output, searchable and filterable, and the step the run is currently parked on is marked Paused so you can read exactly what the agent is waiting on before telling it to continue. The log covers the whole attempt in one view, even after several continues. See Iterating on agents.Rotate Secrets on Existing Microsoft App Registrations
Agents with Applications: Read/Write can now create replacement client secrets for existing app registrations, not only apps Neo created itself. Every write still requires technician approval, and generated secret values still go directly into a one-time secure link rather than the agent or ticket history. Because this adds the elevated Microsoft Graph
Reply to a Teams channel post with “@YourBot create a ticket with this” and the agent now reads the post you’re replying under — including any screenshot pasted into it — instead of answering that it can’t see any details. Teams only ever hands a bot the message that mentions it, so previously anything posted above was invisible and you had to paste it all in again. This is the case where a form submission, an alert, or a colleague’s write-up lands in a channel and someone wants a ticket out of it. Each thread stays its own conversation, and the agent reads the opening post once, at the start. Because this needs permission to read messages in that team, click Push update on the channel and have a team owner accept the prompt — until then the agent still replies, just without the post. See In a Teams channel thread.ServiceNow Agents Reach Knowledge Articles, Attachments, SLAs, Approvals and Your Custom Fields
ServiceNow agents could work with a narrower slice of your instance than agents on the other PSAs, so a ticket saying “read through KB0012345” got “I don’t have access to it”, and questions about SLA timers or who still needs to approve a change went unanswered. Four new permission groups — Knowledge Base, Attachments, SLAs and Approvals — close that gap on your agent’s Integrations tab, and your instance’s own custom fields (the
When a Teams conversation came back after a break, the bot offered a Start fresh card — in practice most mornings, for most technicians — and tapping it then left them watching an empty chat for anywhere from thirty seconds to a couple of minutes with no sign anything was happening. It now offers a fresh start only for genuinely long conversations, so an ordinary chat picked up the next day simply carries on, and when the card does appear the reply comes back promptly. Nothing to configure — every Teams conversation gets this automatically. See Sessions & billing.Searching Your Tickets and Documentation Is Now Much Faster
When an agent searches your past tickets or your documentation, the step that sorts the matches into what’s actually relevant used to take around twenty seconds. It now takes a few. Chats and automations that look things up feel noticeably quicker, and the results are cleaner too — noticeably less loosely-related material makes it through, so the agent works from what genuinely relates to the ticket in front of it. Nothing to configure; every agent gets this automatically.Turn an Intent’s Intake into a Form
Any intent can now collect its details as a form instead of a conversation. Your end-user bot shows the employee a single card — dropdowns, date pickers, yes/no toggles, each marked required or optional — and they fill it in one go rather than answering a question at a time. The answers come back in the shape you asked for, so requests arrive complete and nobody has to chase a start date afterwards. Build it under Data → Intents: add your questions, pick a type for each, and reorder them however you like. On a ticket-triggered agent, where there’s nowhere to draw a form, the same questions arrive as a numbered list in the agent’s reply — so one intent still covers both chat and email. See Intent Forms.
When you subscribe — or pay through a link your account manager sends you — you now enter the email address your invoices should go to, so they can reach your accounts team directly instead of whoever happened to be signed in when the plan was set up. It doesn’t have to match the email you log into Neo with, and the person paying doesn’t have to be the person who set up the account. Receipts and payment-confirmation emails follow the same address, and you can change it any time from Billing → Plan & billing → Open Stripe portal. Accounts that already have billing set up keep their current invoice address — change it in that same place. See Billing & credits.Neo Support Runs on a Newer, Sharper Model
Neo Support — the Need help? assistant, the Chat page, and the Teams bot — now runs on the newest generation of OpenAI models, and your branded end-user bots are upgraded with it. Everyday questions come back faster and more accurately. There’s nothing to configure — every conversation gets this automatically, and the Fast/Smart toggle works exactly as it did.White-Label Installs: See Every Client’s Status, and Send Install Links in Bulk
The White-label installs section of an end-user channel is now a table of every client with a Microsoft 365 tenant, each with a clear status: not enabled, link sent (and when it expires), link expired, installed, or live for everyone — so you can see at a glance who still needs a nudge. Select several clients and generate their install links in one go, then copy them all as text to send out. Generating a new link for a client replaces the previous one, and removing a row cancels an outstanding link — a link you’ve since replaced can’t be used by mistake. Clients sharing one Microsoft 365 tenant now show as a single row, since one install covers them all. See the end-user bot guide.Longer Chats, and Your History Stays Put
Two fixes to the Chat page that technicians reported. Switching to another conversation and back no longer blanks out the one you return to — your messages are always there — and a long conversation now opens on your most recent messages, with Load earlier messages at the top to go further back. Chats also hold considerably more before an agent runs out of room; when a single question does pull in more than it can work with, the agent now tells you so and you can simply ask again more narrowly in the same conversation instead of starting a new one. See Using chat.Neo Support Now Knows Which Page You’re Looking At
Open the Need help? assistant while you’re on an agent and ask “why did this run fail?” — it already knows which agent you mean. The page you have open travels with your message, so “this agent” is enough and there’s no ID to paste. What’s sent is the page name and the ID that’s already in your address bar, and nothing else: not what’s on your screen, not what you’ve typed into a form. A small marker under your message shows when the page went along with it, and asking about something on a different page works exactly as before — the page tells Neo what “this” means, it doesn’t change the subject. Only the Need help? widget does this; the full Chat page and the Teams bot send exactly what you type. See Neo Support Agent.Iteration Mode: Fix a Step Without Rerunning the Whole Attempt
When you’re stepping through an agent in iteration mode and only the latest step went wrong, Neo can now rerun the attempt from the last good checkpoint instead of from the beginning. Everything the agent already did stays done and stays in its memory — a user it created isn’t created twice, information it looked up isn’t fetched again — and the agent redoes only the step you flagged, now following your instruction fix. Neo Support picks this automatically when it fits, and still reruns from the start when your fix changes what the early steps should do. See Iterating on agents.The End-User Bot Now Works Quietly
While it put a reply together, your branded end-user bot showed a live “working…” card listing the steps it was taking. End-user channels now start with Show progress updates off, and existing ones have been switched off for you — an employee asking for a password reset reads a running list of tool calls as noise, not reassurance, and every MSP who touched this setting turned it off. Internal channels are unchanged: technicians still watch their agent work. It remains a per-channel switch, so putting it back on for any end-user channel is one click in the channel’s settings, and the bot’s answers are identical either way. See what people experience in Teams.Sync Client Documentation from SharePoint
Neo now syncs documentation straight from your SharePoint document libraries, so agents can search and cite it while resolving tickets. There’s no API key to create — SharePoint connects through a dedicated Neo SharePoint Connector app that holds read access and nothing else; a Microsoft 365 admin consents it once, then you pick which libraries to sync. It’s separate from Neo’s Microsoft 365 administration app on purpose, so documentation search doesn’t require granting Neo any admin access. Because SharePoint has no built-in sense of which client a folder belongs to, Neo scans your top folders after the first sync, matches each to a company by name, and shows you the list to confirm — so you approve suggestions instead of mapping every folder by hand, and a search for one client only surfaces that client’s documents. Folders you don’t map stay private to their own client — nothing is shared across clients unless you explicitly mark it global (below). Find it under Integrations → SharePoint. See SharePoint.Choose Which Documentation Every Client Can See
Some documentation applies to every client — shared runbooks, internal knowledge bases, vendor guides. You can now mark those as global so their contents surface in every client’s searches, while everything else stays scoped to the client it belongs to. In SharePoint, click Global folders and tick any folder or whole library; in Confluence, click Global spaces and tick the spaces that apply to everyone. Changes take effect right away — Neo re-tags the already-synced documents without waiting for the next sync. This is always a deliberate choice: documentation is never shared across clients just because Neo couldn’t match it to one. See SharePoint and Confluence.Time Logged Through Chat Now Lands on the Technician’s Own Timesheet
When a technician asks a chat agent to log time or raise a ticket, that record now carries their name in your PSA instead of Neo’s — so 20 minutes logged from Teams on the way to the next job counts toward their utilization, not a robot’s. Tickets and notes they ask for are credited to them too. There’s nothing to switch on: it works as soon as a technician is mapped to their Microsoft account under Teams Technician Mapping & Availability, in Teams and in the dashboard chat alike, and anyone not yet mapped is told so in the reply rather than silently mis-filed. Automations are deliberately unchanged — anything Neo does on its own is still recorded as Neo, so your audit trail always shows what was automated. Autotask also needs Resource Impersonation on the Neo API user’s security level; if you followed the setup guide it’s already on. See PSA records carry the technician’s name.The End-User Bot Now Documents Its Own Questions on the Ticket
Until now a ticket handled through your branded end-user bot showed only the customer’s side of the conversation — the bot’s follow-up questions and confirmations never reached the PSA, so a technician opening the ticket saw answers with no questions. Now, whenever the bot creates or updates a ticket, its own message to the user is added to that ticket as an internal note. Internal means exactly that: it never emails the customer, never fires your customer-facing notification rules, and never shows up in the end user’s chat or ticket view. It’s always on, for every PSA. See End-user tools.Teams Answers Now Appear As They’re Written
In a 1:1 chat with your Teams bot, the answer now streams into the conversation as it’s written — with a Stop button to cut a long one short — instead of the chat sitting silent until the whole reply is ready. Technicians asking for something lengthy, like a written-up procedure, see the reply start within a few seconds rather than waiting a minute or more for it to land in one go. Nothing to switch on, and answers themselves are unchanged. Group chats and channels still receive the finished reply in one message — that’s a Microsoft Teams limitation, not a setting — and when the agent looks things up first, that research still shows in the “working…” card before the live text begins. See what people experience in Teams.A Channel’s Audience Is Now Fixed, and Channel Names Must Be Unique
Two changes that stop a channel quietly becoming something you didn’t intend. Audience — Internal (your technicians) or End-user (your clients’ employees) — is now set once, when you create the channel, and shown read-only afterwards. Changing it on a live channel used to clear the bound agent and offer only the other audience’s agents, so one stray click could leave a channel answering with the wrong agent in the wrong trust domain. To serve the other audience, create a second channel. Separately, channel names must now be unique: the name is the only label the channel list shows per row, so two channels sharing one made it impossible to tell them apart. Existing duplicates keep working — you’ll just be asked for a different name next time you rename one. The channel list also now shows each channel’s audience alongside its transport. See Channels.Relayed Technician Replies Now Show Who Sent Them
When a technician replies on a ticket and that update is relayed into your branded end-user Teams bot, it now arrives as a card showing the technician’s own name and avatar, with their message and the ticket number and status below it — instead of a line of italic text that looked much like the AI’s own replies. The name comes straight from the note’s author in your PSA, so there’s nothing to map or maintain. Prefer to present one brand rather than individual staff? Switch the channel to Show your own name instead and every relayed message carries your label and your bot’s icon, never a person’s name. You’ll find all three options — technician’s name, your own name, or no labelling at all — under Relayed technician messages in the channel’s settings; whatever you had configured before carries over as-is. The status on that card is the status name straight from your PSA, in whatever language your PSA is set up in, and Neo can’t translate it there — so if that isn’t a language this channel’s end-users read, switch off Show the ticket status and the card shows the ticket number alone. See live ticket updates in the chat.Start Iteration Mode From Run Now — and Tell Neo What “Good” Looks Like
Stepping through an agent no longer starts with knowing the right phrase to type at Neo Support. Open Run now on any agent and there’s a second choice next to it: Iteration mode. Pick the ticket and how closely Neo should check with you, and Neo Support opens with the agent already attached — asking one question: what does a good run look like? Describe the outcome you’re expecting, and Neo measures every step against it rather than only asking whether each step looks sensible on its own, calling out the moment a run drifts from what you asked for. If an agent can’t be stepped through, the option stays visible and tells you why instead of leaving you guessing. See Iterating on agents.Post Notifications Straight to a Teams Channel or Chat
Your workflows and agents can now post to a Microsoft Teams channel or group chat through the Neo app itself, chosen from a simple list in the Notify action — no more emailing a channel’s hidden connector address. Add the Neo AI Agent app to a Team (or a group chat) once and every channel becomes available; you can mix channels, chats, and individual technicians in the same notification. Messages arrive as proper posts from Neo, which also fixes the wrong-sender and occasional duplicate-post problems the old email route could cause. Agents get a matching control: for the Send Teams Message tool you can set who Neo may notify — users and channels/chats each have their own scope (Any, Only specific, or Disabled). If you’re using the email-address workaround today, switch those Notify actions over to the new Teams channels & chats picker. See Post to a Teams channel or chat.Email Reports: Real Tables and Exact HTML Bodies
Emails your agents send now render Markdown tables as real formatted tables — previously a table in an email body arrived as an unreadable wall of text. And when an agent builds a report in its code sandbox, it can now send the generated HTML file as the email body verbatim (
content_type="html" on the sandbox email helpers), so a styled, branded report arrives exactly as generated instead of being retyped or squeezed through the Markdown converter. See Send Email and Send Email to Internal Team.Script Approval Now Covers Script Runs, Not Just API CallsIf you switched on Require Technician Approval for the permission group that lets an agent run scripts — Datto RMM Jobs, NinjaOne / VSA X / CW Asio Automation, N-Sight Tasks, CW Automate Script Execution — that approval now also gates the agent actually running a script. Previously it covered that RMM’s API calls but not script execution, so an agent could run a script without asking. Nothing to change on your side: agents already set up this way will start requesting approval before scripts run. If you connect several RMMs and any one of them has approval switched on, script runs ask for approval across all of them. See Execute RMM Script.Chat Agents Can Run Scripts on Any of Your Devices
When a technician asks a chat agent to run a script on a machine, the agent can now target any device in your synced RMM inventory — including your own internal devices — instead of only devices belonging to the company on the ticket the conversation happened to mention. Previously those requests failed with a confusing “device not found”, even though the device was clearly in the inventory. Ticket-triggered and scheduled agents are unchanged and still limited to the ticket’s company. See Execute RMM Script.Autotask: Choose Which Ticket Updates Reach the End User
If your technicians track all their work as time entries on the ticket, the end-user Teams bot was relaying every customer-facing one into the chat — including the routine ones the customer was never meant to read. You can now narrow it: pick the Autotask Work Types (and, if you use them, Note Types) that count as a message to the customer, and only those relay. The common setup is a dedicated Communication work type your techs apply whenever they contact the customer. Find it under Integrations → Microsoft Teams — End-user Chat Bot. Leaving the pickers empty keeps today’s behaviour, so nothing changes until you choose. See what counts as a client-facing update.Pay by Direct Debit at Checkout
You can now pay for your Neo subscription by bank Direct Debit as well as by card. When you subscribe, EUR SEPA and USD ACH bank options appear automatically at checkout alongside card. For GBP, tick Pay by Direct Debit on the pricing page before subscribing to set up Bacs Direct Debit. Whichever you choose, your credits, top-ups, and renewals work exactly the same afterwards. See Billing & credits.Watch an Iteration Session Step by Step
While Neo Support runs one of your agents in iteration mode, the banner above the chat box now opens a live run log — the same detailed timeline you get from Steps on a finished execution, but updating as the run happens. You see every tool call with its full input and output, searchable and filterable, and the step the run is currently parked on is marked Paused so you can read exactly what the agent is waiting on before telling it to continue. The log covers the whole attempt in one view, even after several continues. See Iterating on agents.Rotate Secrets on Existing Microsoft App Registrations
Agents with Applications: Read/Write can now create replacement client secrets for existing app registrations, not only apps Neo created itself. Every write still requires technician approval, and generated secret values still go directly into a one-time secure link rather than the agent or ticket history. Because this adds the elevated Microsoft Graph
Application.ReadWrite.All permission, a customer administrator must re-run Grant access for an already-connected tenant before Neo can manage its existing apps. See M365 agent tools.Mention Your Agent Under a Teams Channel Post and It Reads the PostReply to a Teams channel post with “@YourBot create a ticket with this” and the agent now reads the post you’re replying under — including any screenshot pasted into it — instead of answering that it can’t see any details. Teams only ever hands a bot the message that mentions it, so previously anything posted above was invisible and you had to paste it all in again. This is the case where a form submission, an alert, or a colleague’s write-up lands in a channel and someone wants a ticket out of it. Each thread stays its own conversation, and the agent reads the opening post once, at the start. Because this needs permission to read messages in that team, click Push update on the channel and have a team owner accept the prompt — until then the agent still replies, just without the post. See In a Teams channel thread.ServiceNow Agents Reach Knowledge Articles, Attachments, SLAs, Approvals and Your Custom Fields
ServiceNow agents could work with a narrower slice of your instance than agents on the other PSAs, so a ticket saying “read through KB0012345” got “I don’t have access to it”, and questions about SLA timers or who still needs to approve a change went unanswered. Four new permission groups — Knowledge Base, Attachments, SLAs and Approvals — close that gap on your agent’s Integrations tab, and your instance’s own custom fields (the
u_ columns) now appear in the agent’s view of a ticket and can be set by the Update Ticket Fields action. All four are read-only, deliberately, including under Full Automation: Neo will tell you a change is sitting with a particular approver but won’t approve it for you, and won’t publish knowledge articles. Attachments are listed with name, type and size, and small text files such as .csv and .log can be read — spreadsheets, .msg files and other binaries are named but not opened. If you keep a separate knowledge base per client, note that ServiceNow applies no company boundary to articles: Neo searches the one belonging to the ticket’s company, and the connected account already sees them all. See PSA API.The Teams Bot Interrupts Less, and Starting Fresh Is QuickWhen a Teams conversation came back after a break, the bot offered a Start fresh card — in practice most mornings, for most technicians — and tapping it then left them watching an empty chat for anywhere from thirty seconds to a couple of minutes with no sign anything was happening. It now offers a fresh start only for genuinely long conversations, so an ordinary chat picked up the next day simply carries on, and when the card does appear the reply comes back promptly. Nothing to configure — every Teams conversation gets this automatically. See Sessions & billing.Searching Your Tickets and Documentation Is Now Much Faster
When an agent searches your past tickets or your documentation, the step that sorts the matches into what’s actually relevant used to take around twenty seconds. It now takes a few. Chats and automations that look things up feel noticeably quicker, and the results are cleaner too — noticeably less loosely-related material makes it through, so the agent works from what genuinely relates to the ticket in front of it. Nothing to configure; every agent gets this automatically.Turn an Intent’s Intake into a Form
Any intent can now collect its details as a form instead of a conversation. Your end-user bot shows the employee a single card — dropdowns, date pickers, yes/no toggles, each marked required or optional — and they fill it in one go rather than answering a question at a time. The answers come back in the shape you asked for, so requests arrive complete and nobody has to chase a start date afterwards. Build it under Data → Intents: add your questions, pick a type for each, and reorder them however you like. On a ticket-triggered agent, where there’s nowhere to draw a form, the same questions arrive as a numbered list in the agent’s reply — so one intent still covers both chat and email. See Intent Forms.
Iterate on an Agent with Neo, Step by Step
Ask Neo Support to run one of your agents in iteration mode and it becomes a supervised test run: the agent freezes after every action it takes, and Neo inspects each result before letting it continue — narrating what happened in plain language right in your chat. If a step looks wrong, tell Neo what you wanted instead; it updates the agent’s instructions and restarts the run from the top so you can watch the fix work. A banner above the chat box shows while an iteration session is running, and each checkpoint appears as a compact marker in the thread. Just tell Neo Support something like “run my triage agent on ticket 12345 and check each step”. See Iterating on agents.End-User Teams Bot: A Month With No Usage Is Now Free
The branded end-user Teams bot is billed per active user, with a $100 monthly minimum. That minimum now applies only in months where at least one of your clients’ employees actually used the bot — a month with zero active users costs nothing, rather than the $100 floor. Your dashboard’s projected charge reflects this too, showing $0 for a dormant month. See end-user bot pricing.Query Microsoft Defender Through Your Agents
Agents with the Security Operations M365 permission category can now actually reach the Microsoft security APIs behind it — Defender alerts and incidents, Secure Score, and Entra identity-protection risk data. Previously these calls were blocked by missing permissions on Neo’s Microsoft app, so a phishing-triage agent couldn’t pull the Defender alert for a reported email. If a tenant was connected via direct consent, re-run the Grant access flow for that company to pick up the new permissions; GDAP-connected tenants can enable them from their permission profile. See M365 permissions.Resolve Approval Queues in Bulk
The Approvals page now lets you select multiple pending requests—or every pending request currently loaded—and approve or reject them together. Before anything runs, Neo shows the number of selected requests and a preview; you can also apply one optional note to every decision. If another technician already handled part of the batch or an item fails, Neo reports the exact outcome and keeps failed requests selected for an easy retry. See Technician-in-the-Loop.Block Repeat Spam Senders in HaloPSA
Agents can now manage HaloPSA’s inbound email rules, so a spam-cleanup agent can block a repeat sender at source instead of closing the same spam ticket every week — HaloPSA stops raising tickets from that address until the rule is removed. That also stops those repeat closures consuming credits. HaloPSA’s own “treat as spam” option can’t be reached from quick actions or workflows, so this was previously impossible to automate. It takes two switches: the new Email Rules permission group on your agent, plus the optional
When a dispatch agent schedules an appointment on HaloPSA, it now places it in the technician’s own timezone even when the technician’s agent record has no Timezone set — Neo falls back to the technician’s Workday timezone, then your tenant’s default. Previously a technician with no agent-level timezone was treated as UTC, so appointments could land hours outside their real working hours (e.g. an 8:00 AM booking showing up at 4:00 AM). For the most accurate scheduling, set a Timezone on the technician’s agent record or their Workday. See Get Technician Context.
Ask Neo Support to run one of your agents in iteration mode and it becomes a supervised test run: the agent freezes after every action it takes, and Neo inspects each result before letting it continue — narrating what happened in plain language right in your chat. If a step looks wrong, tell Neo what you wanted instead; it updates the agent’s instructions and restarts the run from the top so you can watch the fix work. A banner above the chat box shows while an iteration session is running, and each checkpoint appears as a compact marker in the thread. Just tell Neo Support something like “run my triage agent on ticket 12345 and check each step”. See Iterating on agents.End-User Teams Bot: A Month With No Usage Is Now Free
The branded end-user Teams bot is billed per active user, with a $100 monthly minimum. That minimum now applies only in months where at least one of your clients’ employees actually used the bot — a month with zero active users costs nothing, rather than the $100 floor. Your dashboard’s projected charge reflects this too, showing $0 for a dormant month. See end-user bot pricing.Query Microsoft Defender Through Your Agents
Agents with the Security Operations M365 permission category can now actually reach the Microsoft security APIs behind it — Defender alerts and incidents, Secure Score, and Entra identity-protection risk data. Previously these calls were blocked by missing permissions on Neo’s Microsoft app, so a phishing-triage agent couldn’t pull the Defender alert for a reported email. If a tenant was connected via direct consent, re-run the Grant access flow for that company to pick up the new permissions; GDAP-connected tenants can enable them from their permission profile. See M365 permissions.Resolve Approval Queues in Bulk
The Approvals page now lets you select multiple pending requests—or every pending request currently loaded—and approve or reject them together. Before anything runs, Neo shows the number of selected requests and a preview; you can also apply one optional note to every decision. If another technician already handled part of the batch or an item fails, Neo reports the exact outcome and keeps failed requests selected for an easy retry. See Technician-in-the-Loop.Block Repeat Spam Senders in HaloPSA
Agents can now manage HaloPSA’s inbound email rules, so a spam-cleanup agent can block a repeat sender at source instead of closing the same spam ticket every week — HaloPSA stops raising tickets from that address until the rule is removed. That also stops those repeat closures consuming credits. HaloPSA’s own “treat as spam” option can’t be reached from quick actions or workflows, so this was previously impossible to automate. It takes two switches: the new Email Rules permission group on your agent, plus the optional
admin scope on your HaloPSA API application — see Letting Neo Manage Email Rules.HaloPSA Dispatch Books in the Technician’s Local TimeWhen a dispatch agent schedules an appointment on HaloPSA, it now places it in the technician’s own timezone even when the technician’s agent record has no Timezone set — Neo falls back to the technician’s Workday timezone, then your tenant’s default. Previously a technician with no agent-level timezone was treated as UTC, so appointments could land hours outside their real working hours (e.g. an 8:00 AM booking showing up at 4:00 AM). For the most accurate scheduling, set a Timezone on the technician’s agent record or their Workday. See Get Technician Context.
New Trigger: Technician Added a Note
Triggered agents can now fire specifically when a human technician adds a note to a ticket — internal or customer-visible. Until now you had to choose between Technician replied to customer (which misses internal notes) and Note added (which also fires on customer notes and on system noise like Autotask workflow rule notes and RMM alerts, burning credits on runs you never wanted). The new Technician added a note trigger is the middle ground for “react when a tech documents work” automations — automatic time entry being the classic example. Works across ConnectWise, Autotask, HaloPSA, and ServiceNow. See Triggered workflows.Filter Autotask Agents by Company Territory
If you group your client companies into Territories in Autotask — by region, by the team that owns them, or however you organize accounts — you can now scope an agent to act only on tickets from a specific territory. Add a Company Territory condition to an agent’s trigger filter and pick the territory from the list, just as ConnectWise agents already could. It’s handy for rolling Neo out one territory at a time, or pointing different territories at differently-tuned agents.Every Chat Agent Now Shows Its ID
Each chat agent has an ID, but the only way to find it was to open the agent and read it out of the browser’s address bar. It’s now shown on the Chat page — in a sortable ID column on the agents list, and under the agent’s name while you’re chatting with it — with a copy button in both places. Handy when you raise an issue with Neo Support about a specific agent, since the ID identifies it exactly even if two agents share a name.Faster ConnectWise Automate Scripts
When Neo runs a script through ConnectWise Automate, it now submits it at the highest priority by default, so urgent fixes run right away instead of waiting behind lower-priority scheduled work. If you’d rather a specific script yield to your other Automate jobs, tell the agent in its custom instructions to run it at a lower priority.Exclude Closed Companies from Neo (ConnectWise)
Company filters can now include or exclude companies by their ConnectWise status name. Statuses like Account Closed, Liquidated, or Offboarding still count as active in ConnectWise, so they used to slip past the Active-only filter and clutter your company directory. Add a Company status filter under your ConnectWise integration’s Advanced settings, pick the statuses you don’t service, and Neo keeps those companies out. The status names come straight from your own ConnectWise data. See Company filters.Disconnect GDAP
You can now disconnect your GDAP connection from Integrations → GDAP — handy for switching the account Neo connected with, or turning GDAP off entirely. Customers you’ve already connected stay connected, since that access lives in each customer tenant on its own; to remove those too, disconnect each company from the Companies page first. See GDAP.Memory Management Is Now Admin-Only
Adding, editing, pinning, or deleting a memory now requires an admin on your team — including memories created through a chat agent, which now saves one only when the person chatting is an admin. Everyone’s agents still recall memories exactly as before; this just keeps who curates them in your admins’ hands, since a memory shapes how every agent behaves across all your clients. See Memory.External API Requests Support URL Path Variables
When you connect an agent to an outside API, you can now put a
Triggered agents can now fire specifically when a human technician adds a note to a ticket — internal or customer-visible. Until now you had to choose between Technician replied to customer (which misses internal notes) and Note added (which also fires on customer notes and on system noise like Autotask workflow rule notes and RMM alerts, burning credits on runs you never wanted). The new Technician added a note trigger is the middle ground for “react when a tech documents work” automations — automatic time entry being the classic example. Works across ConnectWise, Autotask, HaloPSA, and ServiceNow. See Triggered workflows.Filter Autotask Agents by Company Territory
If you group your client companies into Territories in Autotask — by region, by the team that owns them, or however you organize accounts — you can now scope an agent to act only on tickets from a specific territory. Add a Company Territory condition to an agent’s trigger filter and pick the territory from the list, just as ConnectWise agents already could. It’s handy for rolling Neo out one territory at a time, or pointing different territories at differently-tuned agents.Every Chat Agent Now Shows Its ID
Each chat agent has an ID, but the only way to find it was to open the agent and read it out of the browser’s address bar. It’s now shown on the Chat page — in a sortable ID column on the agents list, and under the agent’s name while you’re chatting with it — with a copy button in both places. Handy when you raise an issue with Neo Support about a specific agent, since the ID identifies it exactly even if two agents share a name.Faster ConnectWise Automate Scripts
When Neo runs a script through ConnectWise Automate, it now submits it at the highest priority by default, so urgent fixes run right away instead of waiting behind lower-priority scheduled work. If you’d rather a specific script yield to your other Automate jobs, tell the agent in its custom instructions to run it at a lower priority.Exclude Closed Companies from Neo (ConnectWise)
Company filters can now include or exclude companies by their ConnectWise status name. Statuses like Account Closed, Liquidated, or Offboarding still count as active in ConnectWise, so they used to slip past the Active-only filter and clutter your company directory. Add a Company status filter under your ConnectWise integration’s Advanced settings, pick the statuses you don’t service, and Neo keeps those companies out. The status names come straight from your own ConnectWise data. See Company filters.Disconnect GDAP
You can now disconnect your GDAP connection from Integrations → GDAP — handy for switching the account Neo connected with, or turning GDAP off entirely. Customers you’ve already connected stay connected, since that access lives in each customer tenant on its own; to remove those too, disconnect each company from the Companies page first. See GDAP.Memory Management Is Now Admin-Only
Adding, editing, pinning, or deleting a memory now requires an admin on your team — including memories created through a chat agent, which now saves one only when the person chatting is an admin. Everyone’s agents still recall memories exactly as before; this just keeps who curates them in your admins’ hands, since a memory shapes how every agent behaves across all your clients. See Memory.External API Requests Support URL Path Variables
When you connect an agent to an outside API, you can now put a
{placeholder} straight in the endpoint URL — like .../device/{serialNumber} — and Neo fills in the value on each call. Many REST APIs (Datto, VirusTotal, Pax8, and countless others) expect the identifier in the URL path rather than as a query parameter, and those endpoints used to fail. Add as many placeholders as you need — Neo detects each one and asks the agent for its value at run time. See External API Request.Phone Agent Tickets Land on the Right Company
The Phone Agent now matches the company name a caller gives against your PSA’s company list before creating the ticket — instead of writing the name into the ticket as text and falling back to your Default Company. Slight mishearings (“Digicore technology”) resolve to the real company record (“DigaCore Technology Consulting”), and callers who spell the name — “V-E-A-C-T”, “V as in Victor”, or the German spelling alphabet — are understood letter by letter. When the match isn’t certain, the agent reads back the closest companies and asks the caller to confirm rather than guessing. In our replay of six months of real calls, this attached the correct company on the caller’s first attempt in 86% of calls.Phone Agent Hears Names and Numbers More Accurately
We upgraded the Phone Agent’s speech recognition engine. Callers spelling out names, company names, and phone numbers — letter by letter or digit by digit — are now captured far more reliably, especially on non-English calls (German, French, Dutch, Spanish). In our tests on real calls, phone numbers that previously took multiple attempts now come through correctly on the first try, so callers spend less time repeating themselves and tickets get the right contact details.New Pilot Plan — Start with Neo for $500/month
There’s a new entry-level plan: Pilot, at $500/month for 2,500 credits — around 750 tickets automated. It includes the same reactive and proactive agents and PSA integrations as every other plan; the dedicated Microsoft Teams support channel with the Neo team starts on the Starter plan (Pilot uses email support). Auto top-up works on Pilot too, and if your top-ups ever add up to more than Starter would cost, we automatically move you to Starter and fold the packs in — so growing out of Pilot never costs extra. See Billing & credits.One Confirmation, Not Two, for Agent Edits in Chat
When your Neo Support agent proposes an agent change in chat — a Train Neo instruction tweak, a toolbox setting, a trigger filter — it already walks you through exactly what will change and waits for your go-ahead. Previously it then also raised a separate approval card asking the same question again. Your in-conversation confirmation is now the approval: say yes and the edit applies immediately. Destructive operations — deleting an agent, tenant-wide settings, disconnecting an integration, memory changes — still show the approval card. And where the card does appear, it’s had a facelift: it now matches the clean look of the rest of the conversation.Train Neo Is Now a Conversation
Clicking Train on a run no longer opens a form with a progress bar — it opens a conversation with your Neo Support agent, with that run’s details attached to the message box as a compact training card. The box itself asks for your feedback, so it’s immediately clear where to type — no scrolling through a pre-filled template. Describe what should have happened, and Neo reads the run’s full trace, the configuration it ran under, and the ticket context, then shows you the exact instruction change it wants to make and why — before touching anything. You confirm, it applies just that change, leaving the rest of your instructions untouched. This also fixes the “stuck at 90%” timeouts on large agents, and you can push back or refine the wording mid-conversation. See Train Neo.End-User Bot Now Supports Clients with Multiple Sites
Many of your clients run several offices or branch companies in your PSA while all their staff share one Microsoft 365 tenant. Your white-label support bot previously required that tenant to be linked to exactly one company — now you can link it to as many as you need. Neo works out which company each person belongs to from their verified email address in your PSA contacts, so a branch-office employee sees their own tickets and files new ones against the right company automatically. See what end users can access.Keep Neo Focused on Your Real Customers with Company Filters
Your PSA usually holds far more companies than you actively service — vendors, prospects, inactive accounts, and records mirrored in from other tools. Neo now keeps its company directory to active customers by default, instead of importing everything. On your PSA integration’s Advanced settings you’ll find a new Company filters section to fine-tune this by status and account type — using your PSA’s own company types. Adding companies takes effect immediately; when a change would remove companies, Neo shows you exactly which ones and asks you to confirm first. See Company filters.See When You’re About to Run Out of Credits
The dashboard now warns you before your credits run out, not just after. When your usage this month is trending over your monthly credits, Neo shows a heads-up — and as you get close it tells you the date you’re on track to hit the limit (e.g. “Credits run out around the 14th”), up to five days ahead. If you have auto top-up on, it lets you know top-ups are about to begin instead of pausing. So you — or your account manager — can act before automations pause, rather than finding out when they do. See Billing & credits.Agents Self-Correct on PSA Field Errors
When an agent tries to write to your PSA using a field that doesn’t belong on that record — a typo, or a field borrowed from a different record type — the PSA usually rejects it with a cryptic message, and the agent could waste attempts guessing. Neo now rewrites that rejection to name the offending field and, for Autotask, lists the record’s actual valid fields, so the agent fixes it on the next try instead of looping. It runs automatically on every PSA write, across ConnectWise, Autotask, and HaloPSA.Ask the Neo Support Bot to Curate What Your Agents Know
Neo builds up memories — durable facts and playbooks about your MSP and your clients that it recalls into every agent run. You can now ask your Neo Support bot, in Teams or the dashboard, to see, add, correct, pin, or remove them in plain language: “why does Neo keep saying our VPN is Cisco?” and it finds the wrong fact and replaces it, or “always tell agents to use the Acme after-hours line” to add one. Every change asks a technician to approve it first, so nothing an agent “knows” changes without a human clicking approve. The same memory endpoints are available on the public API under
When your white-label support bot mentions a ticket to one of your clients’ employees — listing their open tickets, confirming one it just filed, or giving a status update — it now shows the ticket number as a clickable link that opens the ticket in your PSA’s client portal, so they can follow along without asking. For Autotask this uses the same Client Portal link Autotask puts in its own notification emails, built automatically for your instance — no URL templates to paste into the agent’s instructions. Where a client-facing ticket link isn’t available yet, the bot simply shows the ticket number on its own, never an internal link your client can’t open.Customize the Email Subject on Internal Notifications
When Neo emails your internal team from a workflow, you can now control the subject line instead of the fixed “Notification from a workflow…” text every message carried. Turn on Customize email subject on the Notify Internal Team action and edit the subject using variables that fill in per ticket — workflow name, ticket number, ticket title, and company. Keep it off for the standard subject, or turn on Suppress email subject to send no subject line at all. See Notify internal team.
The Phone Agent now matches the company name a caller gives against your PSA’s company list before creating the ticket — instead of writing the name into the ticket as text and falling back to your Default Company. Slight mishearings (“Digicore technology”) resolve to the real company record (“DigaCore Technology Consulting”), and callers who spell the name — “V-E-A-C-T”, “V as in Victor”, or the German spelling alphabet — are understood letter by letter. When the match isn’t certain, the agent reads back the closest companies and asks the caller to confirm rather than guessing. In our replay of six months of real calls, this attached the correct company on the caller’s first attempt in 86% of calls.Phone Agent Hears Names and Numbers More Accurately
We upgraded the Phone Agent’s speech recognition engine. Callers spelling out names, company names, and phone numbers — letter by letter or digit by digit — are now captured far more reliably, especially on non-English calls (German, French, Dutch, Spanish). In our tests on real calls, phone numbers that previously took multiple attempts now come through correctly on the first try, so callers spend less time repeating themselves and tickets get the right contact details.New Pilot Plan — Start with Neo for $500/month
There’s a new entry-level plan: Pilot, at $500/month for 2,500 credits — around 750 tickets automated. It includes the same reactive and proactive agents and PSA integrations as every other plan; the dedicated Microsoft Teams support channel with the Neo team starts on the Starter plan (Pilot uses email support). Auto top-up works on Pilot too, and if your top-ups ever add up to more than Starter would cost, we automatically move you to Starter and fold the packs in — so growing out of Pilot never costs extra. See Billing & credits.One Confirmation, Not Two, for Agent Edits in Chat
When your Neo Support agent proposes an agent change in chat — a Train Neo instruction tweak, a toolbox setting, a trigger filter — it already walks you through exactly what will change and waits for your go-ahead. Previously it then also raised a separate approval card asking the same question again. Your in-conversation confirmation is now the approval: say yes and the edit applies immediately. Destructive operations — deleting an agent, tenant-wide settings, disconnecting an integration, memory changes — still show the approval card. And where the card does appear, it’s had a facelift: it now matches the clean look of the rest of the conversation.Train Neo Is Now a Conversation
Clicking Train on a run no longer opens a form with a progress bar — it opens a conversation with your Neo Support agent, with that run’s details attached to the message box as a compact training card. The box itself asks for your feedback, so it’s immediately clear where to type — no scrolling through a pre-filled template. Describe what should have happened, and Neo reads the run’s full trace, the configuration it ran under, and the ticket context, then shows you the exact instruction change it wants to make and why — before touching anything. You confirm, it applies just that change, leaving the rest of your instructions untouched. This also fixes the “stuck at 90%” timeouts on large agents, and you can push back or refine the wording mid-conversation. See Train Neo.End-User Bot Now Supports Clients with Multiple Sites
Many of your clients run several offices or branch companies in your PSA while all their staff share one Microsoft 365 tenant. Your white-label support bot previously required that tenant to be linked to exactly one company — now you can link it to as many as you need. Neo works out which company each person belongs to from their verified email address in your PSA contacts, so a branch-office employee sees their own tickets and files new ones against the right company automatically. See what end users can access.Keep Neo Focused on Your Real Customers with Company Filters
Your PSA usually holds far more companies than you actively service — vendors, prospects, inactive accounts, and records mirrored in from other tools. Neo now keeps its company directory to active customers by default, instead of importing everything. On your PSA integration’s Advanced settings you’ll find a new Company filters section to fine-tune this by status and account type — using your PSA’s own company types. Adding companies takes effect immediately; when a change would remove companies, Neo shows you exactly which ones and asks you to confirm first. See Company filters.See When You’re About to Run Out of Credits
The dashboard now warns you before your credits run out, not just after. When your usage this month is trending over your monthly credits, Neo shows a heads-up — and as you get close it tells you the date you’re on track to hit the limit (e.g. “Credits run out around the 14th”), up to five days ahead. If you have auto top-up on, it lets you know top-ups are about to begin instead of pausing. So you — or your account manager — can act before automations pause, rather than finding out when they do. See Billing & credits.Agents Self-Correct on PSA Field Errors
When an agent tries to write to your PSA using a field that doesn’t belong on that record — a typo, or a field borrowed from a different record type — the PSA usually rejects it with a cryptic message, and the agent could waste attempts guessing. Neo now rewrites that rejection to name the offending field and, for Autotask, lists the record’s actual valid fields, so the agent fixes it on the next try instead of looping. It runs automatically on every PSA write, across ConnectWise, Autotask, and HaloPSA.Ask the Neo Support Bot to Curate What Your Agents Know
Neo builds up memories — durable facts and playbooks about your MSP and your clients that it recalls into every agent run. You can now ask your Neo Support bot, in Teams or the dashboard, to see, add, correct, pin, or remove them in plain language: “why does Neo keep saying our VPN is Cisco?” and it finds the wrong fact and replaces it, or “always tell agents to use the Acme after-hours line” to add one. Every change asks a technician to approve it first, so nothing an agent “knows” changes without a human clicking approve. The same memory endpoints are available on the public API under
/public-api/memories.End-User Chat Links Tickets to Your Client PortalWhen your white-label support bot mentions a ticket to one of your clients’ employees — listing their open tickets, confirming one it just filed, or giving a status update — it now shows the ticket number as a clickable link that opens the ticket in your PSA’s client portal, so they can follow along without asking. For Autotask this uses the same Client Portal link Autotask puts in its own notification emails, built automatically for your instance — no URL templates to paste into the agent’s instructions. Where a client-facing ticket link isn’t available yet, the bot simply shows the ticket number on its own, never an internal link your client can’t open.Customize the Email Subject on Internal Notifications
When Neo emails your internal team from a workflow, you can now control the subject line instead of the fixed “Notification from a workflow…” text every message carried. Turn on Customize email subject on the Notify Internal Team action and edit the subject using variables that fill in per ticket — workflow name, ticket number, ticket title, and company. Keep it off for the standard subject, or turn on Suppress email subject to send no subject line at all. See Notify internal team.
Older updates
Apr - Jun 2026
Everything shipped in the second quarter of 2026.
Jan - Mar 2026
Everything shipped in the first quarter of 2026.