The Neo Support Agent is listed for everyone its Chat Agent Access mode admits — everyone on your team, by default — and those people also get the Need help? button in the bottom-right corner of any page. Restricting that mode removes both for the people it excludes. Which company data the agent uses is a separate per-person setting: AI chat data access.
Sessions
Each conversation is a session — scoped to you and the agent you picked.- New conversations start from the session sidebar. Each session keeps its own context; the agent remembers earlier turns within it.
- Auto-naming — sessions title themselves from the first exchange, so the sidebar stays scannable.
- Archiving removes a session from your sidebar. In Teams, “start a new chat” does the same and starts fresh.
- Sharing — share a session with teammates; they get a read-only view of the conversation.
- Long conversations open on your most recent messages. Load earlier messages, at the top of the conversation, brings in older ones a page at a time.
If the agent replies that a request pulled in more than it can work with at once, ask again more narrowly — a shorter date range, fewer records, or only the fields you need. This is usually one oversized question (for example, “go through every ticket this year”), not a conversation that ran too long, so you can carry on in the same session.
Stopping the agent
While the agent is working, the composer’s send button becomes a Stop button. Stop tells the agent to stop — it will not start another action, and the run ends. The reply keeps whatever it had already written. A stop takes effect at the agent’s next step, so if it’s in the middle of a long-running action (a script, a large lookup), it stops once that action returns. Teams’ own stop control on a streamed reply does the same thing. If your browser loses the connection to a running conversation — you close the tab, the network drops, or you stop it — the conversation tells you the agent is still working and offers Reconnect (re-attach to the live reply) and Stop. Take that notice seriously: until the turn ends, sending a follow-up won’t reach the work already in flight. If you want to correct the agent, stop it first, then send the correction.Approvals happen in the chat
When a chat agent needs Technician-in-the-Loop approval for a sensitive action, the approval card appears inline in the conversation — you approve or reject right where you asked. Chat agents always use the in-chat approval channel; Teams card delivery doesn’t apply because you’re already in the conversation.Your own records are never withheld from you
A Chat Agent reads your systems with your MSP’s integration credentials, not with the account of the person chatting, and it reaches only the systems and tools you enabled on it. So what it retrieves is your own data, read under access your organisation granted it — a technician can get a record through an authorised agent even when their personal PSA or Microsoft 365 account could not open it. It reports those values as the source system holds them — assigned resource and technician names, contact names and email addresses, ticket titles, device and account names — without redacting, anonymising or relabelling them. There is no privacy setting in Neo that hides your organisation’s own records from you, and an agent should never tell you there is. If one of those record values comes back as a placeholder such asAssigned — redacted or [Name redacted], or the agent claims a data-protection rule stops it from naming a person or a record, that is a bug: raise it with the Neo Support Agent and link the conversation.
Three things are genuinely restricted, and each has its own scope. Not printing a secret applies to every Chat Agent and every audience: an agent never puts a secret value — a password, an API key, a token — into a reply; it replaces the value and tells you it did. Handing the value over safely is an internal Chat Agent capability. It needs the Generate Secure Link tool enabled on the agent, which puts the secret behind a link that expires and allows only a limited number of views. The link is not spent after the first open — treat it as live until it expires, so pass it only to the person who needs the secret. Anyone who reaches the link can read the value, so keep it out of a shared mailbox, a group chat, or a document your whole team reads. Recording the link itself is fine where the plaintext value would not be, so an agent that generates a credential — a password reset, a new mailbox, a rotated client secret — writes the link wherever that run has to deliver it: an internal ticket note, its own run summary, or the client-facing update the request calls for. The link is the delivery channel by design; only the plaintext value is kept out. Neo never does this on its own: no agent scans your tickets for credentials your technicians wrote, and none rewrites a note or a time entry to move one. They stay where your team left them unless one of your technicians asks an agent to change them. That tool is internal-only, so an end-user Chat Agent has no way to deliver a secret at all: it replaces the value and stops there.
Internal notes are the second. Every Chat Agent carries a standing instruction not to reproduce an internal note in a reply, so a request to quote one back can come back declined even though the note is your own. That restriction covers the note text itself and nothing else: the ticket’s own fields — title, assigned resource, contact, status — still come back verbatim, and a refusal that reaches those fields is the bug described above. To read an internal note itself, open the ticket in your PSA.
The third restriction applies to one kind of agent. An end-user Chat Agent — the agent your client’s employees talk to — is declared as a separate trust domain with a much narrower toolset, so it does not see your internal records at all. What sets this is the agent’s own declared audience, so an internal agent stays on the full internal toolset for everyone who chats with it.
Feedback
Every agent reply has thumbs-up / thumbs-down; feedback is collected per message and reviewed to improve agent behavior.History (owners)
The History tab shows every conversation in your workspace — dashboard and Teams, across all users — so you can read how an agent actually behaves without being the one chatting with it. Typical uses: checking why a change to an agent broke its replies, finding the conversations that consume the most credits, and reviewing what your clients’ employees ask an end-user bot.- Two lenses. Internal lists conversations your technicians had with internal agents; End-user lists conversations your clients’ employees had with your white-label bot, with a company filter. The End-user lens only appears when you run an end-user agent.
- Filters and sorting. Narrow by agent, user (or client company), channel, and time window, or search titles. Sort by last activity, most credits, or most turns — “most credits” is the fastest way to find expensive conversations.
- Per-turn cost detail. Under each reply, the transcript shows what that turn cost and which tools it called (for example,
AUTOTASK_PSA_REQUEST ×28). A turn that consumed a large share of the conversation’s credits is highlighted, so the expensive step is visible at a glance. These are the same numbers that power sessions & billing. - Drill into any reply. Each reply expands: Reasoning shows why the agent chose what it did, and every tool call opens to the exact request it sent and the response it got back — so you can see what each of those PSA calls actually was, not just the count.
- Feedback in place. Conversations where someone rated a reply down are marked in the list, and the rating (with any comment) shows under the reply itself.
/chat?tab=history&agent=<id>.
What the agent can do is its configuration — enabled tools, integration permissions, custom instructions. If it refuses something or lacks access, see Building a chat agent.