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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 type “start a new chat” 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.

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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. 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).

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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 Basic / Standard / Advanced tiers as your plan credits). A turn with no billable tool costs nothing. Test-mode turns still bill for the tools they call. The full per-tool list is on Tool credit costs.
  • The branded end-user Teams bot — the white-label bot your clients’ employees use — is not metered in credits. It’s priced per client company, as below.

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End-user Teams bot pricing

You pay a flat monthly price per client company — and only for the clients where someone actually used the bot. Two rules, and that’s the whole model:
  1. Nobody used it, it’s free. A client where no employee messaged the bot that month costs $0.
  2. Someone used it, you pay that client’s flat price — no matter how many of their people use it, or how much.
Two numbers, two jobs. Whether anyone used the bot decides if a client is billed. How many of their people opened a ticket decides how much. They’re different counts, and the second is much the larger of the two: ticket-openers means everyone who raised a ticket with you that month by any route — email, phone, portal or the bot — not just the people using the bot. It’s what sizes the client, and it’s a number you can check yourself in your PSA. It counts people, not tickets. Someone who raised fifty tickets last month is one ticket-opener, the same as someone who raised one. And tickets nobody raised — RMM alerts, monitoring, anything your tools opened automatically — don’t move the number at all: hundreds of them count as one opener at most, and usually none, because there’s no person on them. A noisy monitoring month can’t push a client into a higher band. That’s deliberate. The band is meant to track how many of a client’s staff you support, because that’s what decides how much work the bot can take off you — not how much ticket volume your tooling generates. No platform fee, no per-seat pricing, no usage limits. One client, one line, one price.

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An example

You’ve turned the bot on for four clients. Last month: Northwind’s 35 people still raised tickets by email and phone — but nobody opened the bot, so it costs nothing.

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Working out your cost

Open Billing → Estimate cost and we’ve done the arithmetic for you. It lists your clients with the number of people who opened a ticket at each last month, already priced. Tick the clients you’d turn the bot on for and the total updates as you go. It opens with every client that raised a ticket, and there’s a ticket-opener range above the list — set a floor (say 25 and up) and one click selects every client in it, so you can price “just the bigger ones” without hunting through the list. You get two figures, because one wouldn’t tell you enough:
  • The ceiling — what you’d pay if someone at every client you ticked used the bot. The most you can ever be charged.
  • What the clients already using it come to — real, not a projection.
Your actual bill sits between the two, and moves toward the ceiling as adoption spreads. You’re never paying ahead of it. If you’d rather check by hand, the ceiling is just the price band for each client added up, and the ticket-opener counts are in your PSA. The one client you can’t price from your PSA alone is a 500+ one, because its price follows how many of its people actually use the bot rather than a fixed band — for that one, £159 / $199 / €179 is the floor and the Estimate cost page shows the rest as adoption builds.

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Seeing what you were charged for

The Billing page shows this month’s projected charge with a Show breakdown link underneath. That opens the per-client lines behind the number: each client, how many of their people opened a ticket, how many used the bot, which band that put them in, and what they cost. Clients where nobody opened the bot don’t appear — they aren’t billed, so there’s nothing to explain.

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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 your projected cost build client by client 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.
  • If Pax8 bills you, you move to the paid add-on automatically too — Pax8 partners need no card.
  • If you have not chosen a Neo plan yet, nothing happens. The bot keeps working and you are not charged, because the add-on is sold on top of a plan. It moves to paid on the day you choose one.
  • 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.

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How you’re billed

  • In arrears, monthly. Once the month closes we work out which clients used the bot, price each one, and add a single line to your invoice. The current-month figure on the Billing page is a live projection.
  • Per calendar month. Both numbers — who opened a ticket, and who used the bot — are counted within the month being billed. Nothing carries over.
  • Separate from credits — but the work it hands off isn’t. The bot’s own price never draws from your plan credits. When it files a ticket, your usual triage, dispatch and resolution automations run on that ticket and spend credits exactly as they would for a ticket raised by email. You pay for the front door once, and for the work behind it as normal.
  • Your currency. You’re billed in your account’s currency at published local prices — nothing is converted, so an exchange-rate move can never change your bill. In GBP the bands are £7 / £23 / £63 (500+ £0.80 per person who used the bot, min £159); in EUR €8 / €26 / €71 (500+ €0.90 per person who used the bot, min €179).

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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 clients that used it up to that point, and nothing is billed afterwards.
You can turn it back on anytime from the same place.