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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.
The distinction isn’t cosmetic: technician conversations run with your full MSP-level tools, while end-user conversations are locked to the user’s own company with a separate, narrower capability set — see how end-user bots work.

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The chat surfaces

A chat agent can run in the dashboard or in Microsoft Teams — and in Teams it can face either your own technicians or your clients’ employees. The same agent you build can be put on more than one surface.

Chat in the dashboard

Your technicians chat with your agents on the Chat page — sessions, history, sharing, feedback, inline approvals. Every agent works here; it’s where you build and test.

Your custom internal Teams bot

Put one of your own agents in front of your technicians in Microsoft Teams — your prompt, your tools, your branding. Runs with your full MSP toolbox, across all your companies.

Your branded end-user Teams bot

Put one of your chat agents in front of your clients’ employees as a branded Teams bot — your name, your icon. They get instant answers and file tickets right in Teams, scoped to their own company. The headline use case.

Neo Support Agent

A chat agent managed by Neo, available to every MSP. Answers “how do I configure X in Neo” and searches your docs and tickets. Reachable in the dashboard and through the Neo AI Agent Teams app.

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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 to reach people in Teams — a custom internal bot for your technicians, or a branded end-user bot for your clients’ employees.