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A chat agent is an agent you talk to. Same tools, same integrations, same custom instructions — but instead of firing on a ticket or a schedule, it answers messages in a conversation that remembers context across turns.

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The three ways agents run

TriggeredScheduledChat
Starts whenA PSA event matchesA schedule firesA person sends a message
Works onA ticket or time entryCustom instructions aloneThe conversation
ConversationContinues across runs on the same ticketFresh each runContinues across the session
ApprovalsTeams card or chatTeams cardInline card in the chat
Use caseTriage, resolution, communicationAudits, hygiene, reportsQ&A, ad-hoc ops, end-user support

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Who’s talking to whom

Every conversation has two parties, and keeping them straight explains everything else:
  • The owner — the MSP whose agent it is. The owner’s configuration runs and the owner is billed.
  • The user — the person typing. Either one of the MSP’s own technicians, or an end user at one of the MSP’s client companies.

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The three chat surfaces

Chat in the dashboard

Technicians chat with your agents on the Chat page — sessions, history, sharing, feedback, inline approvals.

Neo Support Agent

A chat agent managed by Neo, available to every tenant. Answers “how do I configure X in Neo” and searches your docs and tickets.

End-user bot via channels

Connect a chat agent to a branded Microsoft Teams bot installed in your clients’ tenants — your end users chat with your agent under your name.

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When to use a chat agent

Use a chat agent when a person initiates and the value is back-and-forth: a technician asking “which mailboxes have forwarding enabled for Contoso Contractors?”, or an end user asking for a password reset. Use a triggered or scheduled agent when the work should start from an event or a clock — no one needs to ask. To get started: build a chat agent, validate it in the dashboard, then connect it to a channel for end users.