What it can do
What it can access
The Neo Support Agent automatically gets read-only access to your connected PSA and documentation systems — no setup needed. It cannot write to your PSA, run scripts, or touch Microsoft 365. Sensitive permission groups are excluded. Which of those systems it reads depends on who is asking. Admins reach every connected system; for everyone else it reads only what that person is granted under AI chat data access, and it says what it cannot reach rather than answering with less data. When it emails you a data export, it can send only to you — the person it is chatting with, resolved from your signed-in identity. It cannot email any other address, so this is a way to keep your own report, not a way to send data out. It can also curate your Neo configuration on your behalf — agents, settings, skills, and agent memories. Agent edits (like updating an agent’s custom instructions) apply directly once you confirm the exact change in the conversation — you’re the approver, so there’s no second approval card. The same goes for creating an agent as a disabled draft (the guided template setup’s shape): it stays inert until you review and enable it in the dashboard, so your go-ahead in chat is the approval. Creating an agent that would start enabled still asks first. Higher-blast-radius writes — deleting an agent, tenant-wide settings, disconnecting an integration, memory changes — still show an inline approval card first, so nothing destructive happens without an explicit approve click.Asking for something Neo can’t do yet
If you ask for a feature Neo doesn’t have, the agent tells you plainly, then tells you where to click: Roadmap & Updates, in the Help menu at the bottom of the dashboard’s left-hand menu. That’s Neo’s feedback board, where other MSPs can vote on your request. The agent also offers you a short write-up you can paste straight into the post. It won’t open a support ticket for a feature request. It raises a support ticket only for something broken, something blocking you right now, or when you ask for a human — and when it does, it calls it a support ticket.It knows which page you’re on
When you chat from the Need help? widget, the agent is told which dashboard page you have open — and, on an agent or workflow page, which one you’re looking at. So “why did this run fail?” or “add a rule to this agent” works without spelling out which agent you mean. What travels with your message is the page name and the id already in the address bar (for example: Agent editor, “L1 Engineer (Advanced)” (id 19363)). Nothing else — not what’s on your screen, not what you’ve typed into a form, not what you’re scrolled to. It’s context for resolving “this”, not the subject of your question: ask about something on another page and the agent follows you, not the page. You’ll see a small marker under a message when the page went with it, and the widget only sends it again once you’ve moved somewhere new.This applies to the Need help? widget only. The full-page Chat surface and the Microsoft Teams bot send exactly what you type.
Managed by Neo
Its configuration — instructions, tools, model — is owned by Neo and updated centrally, so every MSP always runs the latest version. That’s why it shows a Managed by Neo badge and can’t be edited or deleted in the dashboard.Copy it for a head start
You can’t edit the Neo Support Agent itself, but you can copy it. Open it from the Chat page and click Copy Agent — Neo opens your own editable Internal chat agent, pre-loaded with the Neo Support Agent’s instructions and read-only toolbox. The copy starts unsaved, so click Create Chat Agent to keep it. The copy is fully yours: rename it, rewrite the instructions, and add write tools (PSA updates, Microsoft 365, RMM) to turn a read-only assistant into one of the internal patterns above.Where to find it
- Dashboard — first card on the Chat page, and the Need help? button in the bottom-right corner of every page. Both appear for everyone allowed to message the agent under Chat Agent Access (everyone on your team, by default). The panel it opens is resizable: drag its top or left edge to the size you want, and use the expand button in its header to switch between your size and the original compact one. Your size is remembered.
- Microsoft Teams — install the Neo AI Agent app and message it directly (@mention it in group chats).
The Neo Support Agent is Neo’s own managed assistant. To put one of your own agents — your prompt, your tools, your branding — in front of your technicians in Teams, build a custom internal bot instead (or copy this one to skip the blank start). That page compares the two side by side.