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A channel puts one of your chat agents in front of end users. It binds a single chat agent to a transport and carries the branding end users see — the bot’s display name, icon, and welcome message. Microsoft Teams is the available transport today. Slack and Portal are reserved for future releases.

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How it fits together

End user in client tenant ──> Branded Teams bot ──> Channel ──> Your chat agent
The channel decides which agent answers and how the bot presents itself. The end user’s company is recognized automatically from the Microsoft 365 tenant the message comes from — no per-company mapping to maintain. You are the owner: your configuration and per-company chat instructions apply, and usage bills to you.

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Managing channels

Chat → Channels → New Channel.
Channels tab on the Chat page with an active Teams channel
FieldMeaning
NameInternal label, never shown to end users
TransportTeams (others coming soon)
AgentRequired — the conversational chat agent that answers. Every channel has one.
StatusActive (the default for new channels) — live, inbound messages reach the agent. Disconnected — paused; the bot stays installed in client tenants but messages aren’t routed.
Deleting a channel is reversible on Neo’s side (soft delete), but end users in client tenants will get no response until the bot app is also removed there.

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Branding

The channel dialog’s Branding section holds the display name, description, welcome message, and the two icons end users see in Teams. Everything is optional — any field you leave blank uses the Neo default, so a channel works the moment you create it. Clearing a field just restores its default. For each icon (color, 192×192; outline, 32×32) the preview shows the effective image — your custom one, or the Neo default. Paste an image URL or Upload a file (Neo resizes and stores it); Reset restores the Neo mark. Branding lives in two places, which matters once the bot is installed in client tenants:
  • Welcome message is served at runtime — edits apply immediately, everywhere.
  • Display name, description, and icons are baked into the installed Teams app — edits need the app re-published in each client tenant. Push update re-publishes to every link-installed tenant at once; see updating the bot.

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Installing into client tenants

The quickest path is a magic install link: pick the client company under White-label installs, click Generate install link, and send it to the client’s Microsoft 365 admin. One click and approval publishes your branded app into their tenant and registers routing together — no zip upload. One branded bot per client — a company already bound to another channel can’t be added. (No admin access, or the app already installed? Register routing directly and upload the Teams app package manually instead.) Channel cards on the Channels tab show each channel’s bound-tenant count at a glance. The full step-by-step procedure — including the Teams admin center walk-through, verification, updates, and troubleshooting — is the deployment guide.
The company picker uses the Microsoft 365 tenant ID set on each Company — a company without one can’t be added until you set it there.

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What end users experience

Your bot — your name and icon, Neo isn’t visible. The welcome message greets them on first contact; 1:1 chats always respond, group chats follow the agent’s mention mode; /reset or /new starts a fresh conversation.
The bot is messaging-only in client tenants — no Microsoft Graph access there. Anything the agent does (read tickets, run tools) happens through your integrations under your permissions. The magic-link install does ask the client’s admin for a one-time consent, but that’s for a separate Neo Installer app that only publishes the package — it grants the bot no access to their data.