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Sessions

A session is one conversation: one person, one agent, one context.
  • Continuity — the agent remembers earlier turns in the session, including files it produced in its sandbox. New session = clean slate.
  • Per channel — dashboard sessions and Teams sessions are separate, even for the same person and agent.
  • Auto-titled — sessions name themselves from the first exchange.
  • Reset — archive in the dashboard, or /reset / /new in Teams.

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Identity on sessions

Every session records who’s talking:
  • Dashboard — the signed-in technician.
  • Teams (end-user channels) — the end user and their company, recognized from the Microsoft 365 tenant the message arrives from. This is what scopes per-company chat instructions and keeps client conversations attributable.

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Billing

Chat is metered per turn, by tools actually used: 
credits for a turn = Σ (tool's credit tier × times called)
Credit tiers are the same as elsewhere: Basic = 1, Standard = 2, Advanced = 3 (see credit tiers). A turn where the agent just answers from context — no tool calls — costs 0 credits. This differs from triggered/scheduled agents, which bill a flat max-tier per execution. Chat bills usage, because conversation length is open-ended.

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Neo Support Agent

On the Neo Support Agent, Neo’s support tooling (Neo API, web fetch, approvals, skills) is free. Billable tools it calls on your behalf — documentation search, ticket search — are metered normally.

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Where it shows up

Chat usage counts toward your monthly credit allowance and appears in Billing & credits alongside workflow and agent executions. Chat is metered continuously but a conversation is never cut off mid-exchange by a credit limit.