Skip to main content
Open Chat in the dashboard sidebar. You’ll see two tabs: Agents (pick an agent to chat with) and Channels (connect agents to external channels). The Neo Support Agent is listed first with a Managed by Neo badge; your own chat agents follow. Click an agent to open its chat view.
Chat page agent picker with the Neo Support Agent and a custom chat agent
The Neo Support Agent is visible to admins only. Non-admin technicians can still reach Neo Support via the Need help? button in the bottom-right corner of any page.

​
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, /reset or /new does the same and starts fresh.
  • Sharing — share a session with teammates; they get a read-only view of the conversation.
A chat session with the Neo Support Agent — auto-named sessions in the sidebar, tool calls and the reply in the conversation
Start a new session when you change topic. Long mixed-topic sessions dilute the context the agent works from.

​
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.

​
Feedback

Every agent reply has thumbs-up / thumbs-down; feedback is collected per message and reviewed to improve agent behavior. 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.