Skip to main content

​
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.
  • Fresh start after a break — in Teams, when a long-running conversation comes back after a while, Neo offers a one-tap “Start fresh” card (or just keep typing — that starts fresh too). Long active sessions are also summarized automatically so they stay fast and economical.

​
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. The company is bound to the session when it’s created and can’t change afterwards. It scopes per-company chat instructions, keeps client conversations attributable, and — most importantly — scopes what the agent can access: end-user sessions never run tools that operate across your whole client base (see what end users can access).

​
Billing

How a chat agent is billed depends on who it serves:
  • Internal chat agents — your technicians chatting with Neo in the dashboard or Teams — are metered in credits, charged per tool call the agent makes (the same Standard/Advanced tiers as your plan credits). A turn with no tool calls costs nothing.
  • The branded end-user Teams bot — the white-label bot your clients’ employees use — is not metered in credits. It’s priced per active user, as below.
The branded end-user Teams bot is priced per active user — you pay for the employees at your clients who actually use it, and nothing for those who don’t. A user can have unlimited interactions with the bot in a month, you’re still charged the same flat rate.

​
End-user Teams bot pricing

An active user is an employee who sends the bot 2 or more messages in a billing month (a one-off “what can you do?” doesn’t count). Active users are pooled across all your clients, so the volume rate applies to your whole book, not per client.

​
Estimating your monthly cost

You’re billed only on employees who actually use the bot in a month — so you can’t over-buy, the bill tracks real usage, and most MSPs start at or near the $100 minimum and grow as adoption builds. Your active-user count comes down to two things:
  • The pool — realistically, only employees who contact IT will use an IT bot, so your distinct monthly help-desk requesters (across all your clients) are a good proxy for the pool. Ask Neo AI Agent “count distinct contacts who opened a ticket in the last 30 days” from your PSA.
  • Adoption within that pool — what share actually move to the bot, driven almost entirely by how you roll it out:
    • Offered as one option (alongside email, phone, and portal) → a small fraction, in line with other end-user chat tools.
    • Promoted as the main way to reach IT → much higher, up to a large share of that pool.
Because that range is wide, the most reliable way to size it is to pilot one client for a month and read the real number — the $100 minimum keeps starting cheap, and your bill always follows actual usage. To bracket a budget up front, run a few adoption levels through the rates. For example, if ~500 employees across your clients open a ticket in a typical month:

​
Free trial

The end-user Teams bot starts with a 14-day free trial — no credit card required. The trial begins automatically the first time you install the white-label bot for a client. During the trial the bot is fully live for your end users, and you can watch the active-user count and projected cost build on your Billing page. When the trial ends:
  • If you already have a payment method on file (for example, from your Neo plan) you move to the paid add-on automatically — no interruption, billed per active user from then on.
  • If you don’t have a card on file, the bot pauses for your end users until you add one. Your Neo account and plan credits are unaffected — only the end-user bot is gated.
We email you before the trial ends, so the move to paid is never a surprise.

​
How you’re billed

  • In arrears, monthly. Each month we count your active users for the month that just closed and add a single line to your invoice — so the bill always reflects real usage. The current-month figure on the Billing page is a live projection; the actual charge is finalized once the month closes.
  • Separate from credits. The end-user bot is its own add-on and never draws from your plan credits.
  • Your currency. You’re billed in your account’s currency; non-USD amounts are converted from the USD rates above at a fixed rate, so your monthly bill stays stable.

​
Turning the bot off

You can turn the end-user bot off anytime from the Billing page — during the trial or after you’ve converted to paid.
  • During the trial — it stops immediately and you’re never charged.
  • After you’ve converted — the bot stops for your end users right away; your next invoice covers the active users up to that point, and nothing is billed afterwards.
You can turn it back on anytime from the same place.