> ## Documentation Index > Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt > Use this file to discover all available pages before exploring further. # Chat Agents > Conversational agents your technicians and end users talk to directly — the third way to run an agent, alongside triggered and scheduled A chat agent is an [agent](/core/agents) 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. ## The three ways agents run | | Triggered | Scheduled | Chat | | ---------------- | ---------------------------------------- | ------------------------- | ---------------------------------- | | **Starts when** | A PSA event matches | A schedule fires | A person sends a message | | **Works on** | A ticket or time entry | Custom instructions alone | The conversation | | **Conversation** | Continues across runs on the same ticket | Fresh each run | Continues across the session | | **Approvals** | Teams card or chat | Teams card | Inline card in the chat | | **Use case** | Triage, resolution, communication | Audits, hygiene, reports | Q\&A, ad-hoc ops, end-user support | ## 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](/chat-agents/how-end-user-bots-work). ## 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. 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. 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. 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.** 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. ## 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](/core/workflows-vs-agents) when the work should start from an event or a clock — no one needs to ask. To get started: [build a chat agent](/chat-agents/building-a-chat-agent), validate it [in the dashboard](/chat-agents/using-chat), then [connect it to a channel](/chat-agents/channels) to reach people in Teams — a [custom internal bot](/integrations/teams/internal-bot) for your technicians, or a [branded end-user bot](/teams-bot) for your clients' employees.