Skip to main content
By default, your branded end-user bot handles any request as free-form conversation: the employee describes their problem, the bot gathers what it can, and files a ticket. That works well for the long tail of one-off issues. Intents are for the requests you see over and over — a new starter, a hardware request, a mailbox permission change. For each intent you tell Neo two things: what details to collect, and where the ticket should land and how it should be categorised. The bot then runs a consistent intake every time, and the resulting ticket arrives in your PSA already typed and routed the way your team expects.

​
How it works in a conversation

When an employee’s request matches one of your intents, the bot:
  1. Recognises it from the short menu of intents set up for that employee’s company.
  2. Pulls up the intake questions for that intent on demand — so the bot’s instructions stay small no matter how many intents you add.
  3. Asks only what it doesn’t already know from the conversation, one dependent question at a time, exactly like a good technician taking the request.
  4. Files the ticket to the destination you configured, tagged with the right category — so it routes and reports correctly without anyone re-triaging it.
If nothing matches, the bot simply handles the request as normal free-form conversation. Intents add structure to the common cases; they never get in the way of the rest.

​
What an intent contains

PartWhat it’s for
NameThe short label the bot matches an employee’s request against — e.g. “New Starter”, “New Hardware”, “Mailbox Access”.
DescriptionA sentence that helps the bot tell this intent apart from the others.
Questions to askThe details to gather for this request, in plain language (e.g. “Full name, start date, which existing user to copy access from, and the 2FA mobile number”). The bot skips anything it already knows and asks dependent questions in order.
PSA categoryOptional. The ticket category stamped on the ticket so it routes and reports correctly (see How it maps to your PSA).
DestinationOptional. Send this intent to its own board/queue, opening status, or ticket source instead of the bot’s default destination.
Applies toWhich of your client companies this intent is offered to (see Scoped per company).
Only the name and questions are essential — an intent can be a pure intake script with no special category or destination, in which case its tickets land in the bot’s default Create Ticket destination.

​
Scoped per company

Intents are set per client company. You can offer a different set to different clients — one client’s “New Starter” intent collects a 2FA number and an RDS-access answer, another’s doesn’t; a client on a phone system gets a “Ring Group Change” intent that others never see. An employee only ever sees the intents set up for their own company, and an intent can be shared across every company an agent serves when the intake is the same everywhere.

​
How it maps to your PSA

When an intent carries a PSA category, Neo stamps it on the ticket at creation using each PSA’s native categorisation:
PSAWhat gets stamped
AutotaskIssue Type and Sub-Issue Type
ConnectWiseType and Subtype
Halo / ServiceNowCategory stamping isn’t applied yet — the intent still runs its intake and can route to its own destination (board/queue/status/source).

​
Example: a new-starter intent

Employee: Can you set up a new starter for me?

Bot: Happy to help. Please share the new joiner’s full name, their start date, an existing user to copy access from, and whether they need RDS access.

Employee: Jamie Rivera, starting 14 July, copy access from Alex Morgan, and yes to RDS.

Bot: Thanks — what’s the 2FA mobile number for Jamie?

Employee: 07700 900123

Bot: All set — I’ve raised ticket #4821 for Jamie Rivera’s onboarding and your IT team will take it from here.
The ticket lands on the queue you chose for new starters, tagged with your new-starter category, with the collected details and the chat context in the body — ready for a technician (or one of your Neo agents) to action.

​
Setting up intents

Intents live on your end-user agent — add as many as you need, and edit or disable them any time.
1

Open your end-user agent

In Chat, open your branded end-user agent and go to its Intents tab.
2

Add an intent

Select New intent, then give it a name and a short description — this is what the bot uses to recognise a matching request.
3

Write the questions to ask

List the details to collect, in plain language — the bot asks only for what it doesn’t already know, and works through dependent questions in order.
4

Set the PSA category and destination

Optional. Pick the Issue Type / Type (and sub-category) to stamp on the ticket, and — if this intent should land somewhere specific — its board/queue, opening status, and source. Leave these blank to use the agent’s default destination.
5

Choose which companies it applies to

Select the client companies this intent is offered to, or leave it applied to every company the agent serves.
6

Save

Save the agent. The intent is live immediately for the companies you chose.

How end-user bots work

The trust boundary and the bot-ticket-agent split behind every end-user conversation.

End-user tools

Every tool a branded bot uses — find docs, check tickets, file, resolve, attach files.