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When an end user’s chat with your end-user bot creates a ticket or adds to one, Neo posts the ticket in a channel your technicians use. Each ticket gets one post, and the end user’s later messages go into that post’s thread. The end user keeps one chat with your bot for all their tickets.

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What a post shows

  • The ticket number and title, with a link to the ticket in your PSA
  • The end user and their company
  • The last five messages of the chat
The thread then gets each new message: the end user’s, the AI agent’s reply in short form, and a technician’s message sent from the Neo panel in your PSA.

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Answer the end user

  • Teams: reply in the post’s thread.
  • Slack: reply in the post’s thread and mention the app, for example @Neo AI Agent I'm restarting the printer now.
Your reply goes to the end user’s chat, with your name or your company’s name as your end-user bot’s relay setting says. Neo adds it to the ticket as an internal note. Your first reply stops the AI agent in that chat. To give the chat back to the AI agent:
  • Teams: click Hand back to AI on the post.
  • Slack: reply in the thread with @Neo AI Agent release.
If no technician writes for 2 hours, the AI agent answers again by itself. Neo knows who replied from your Microsoft or Slack account. If your account is not linked to a technician, Neo does not send the reply and says so in the thread. An admin links Microsoft accounts with Technician Mapping; Neo links Slack accounts by their confirmed email.

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Set it up

  1. Add the app to the place your technicians work:
    • Teams: add the Neo AI Agent app to the team that holds the channel.
    • Slack: install the Neo AI Agent Slack app, then invite it to the channel (/invite @Neo AI Agent).
  2. In the Neo Dashboard, open Chat → Channels.
  3. Under Technician inbox, pick the Teams channel, the Slack channel, or both.
  4. Click Save. Only an admin can change this setting.
New tickets post from then on. A ticket already posted keeps its post when you change the channel. To turn the inbox off, clear both channels and click Save.
You can also ask the Neo Support Agent to set the channel for you.