Neo Agents are the intelligent workers behind your workflows. Unlike simple automation rules, agents understand context, make decisions, and can handle complex multi-step tasks just like a human technician would.Documentation Index
Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
Use this file to discover all available pages before exploring further.
Tools
Discover the tools agents can use to accomplish tasks
Skills
Best practices and guidance agents load on-demand
Building Your First Agent
Watch this 5-min walkthrough of building agents in Neo Agent:What Agents Can Do
Agents combine AI understanding with real-world actions. When a ticket comes in, an agent can:- Analyze the problem using past tickets, documentation, and web knowledge
- Communicate with end users to gather information or provide updates
- Take Action in your PSA, RMM, or Microsoft 365 environment
- Request Approval from technicians before sensitive operations
Scheduled Agents
Run agents on a recurring schedule for proactive tasks that don’t start from a ticket
How Agents Work
Receive Context
When a workflow triggers, the agent receives the ticket details, company information, and any custom instructions and company memory you’ve configured. For scheduled agents, the agent runs from your custom instructions and enabled tools alone — no ticket needed.
Analyze & Plan
The agent analyzes the situation, searches for relevant information, and determines the best course of action based on your instructions.
Use Tools
The agent selects and uses the appropriate tools to accomplish the task—whether that’s searching documentation, updating a ticket, or communicating with a user.
Agent Tools
Tools are the capabilities you enable for your agents. Each tool allows the agent to perform specific actions:| Category | What It Does |
|---|---|
| PSA | Read and write your PSA — tickets, notes, time entries, contacts, configurations |
| RMM | Read device and monitoring data, and run scripts on target devices to fix problems |
| Microsoft 365 | Manage Entra ID, Active Directory, Exchange, and Intune — users, groups, licenses, mailboxes |
| Communication | Send messages to end users and internal teams — ticket notes, email, Teams, SMS |
| Search | Find documentation, similar tickets, configurations, and web resources |
| Documentation | Read and write IT Glue and Hudu resources — documents, configurations, assets, passwords |
| Management | Log time, generate passwords and secure links, trigger workflows, call external APIs and Neo’s own API |
| Built-in & Internal | Tools the agent always has or gets automatically — search helpers, the sandbox, plumbing |
| Approvals | Request human approval before sensitive actions |
Tools are configured per-workflow. You choose which tools an agent can use and customize their settings to match your processes.
Agent Skills
Skills provide specialized guidance that agents load on-demand. Unlike tools (which perform actions), skills teach the agent how to approach a type of task.| Skill | What It Provides |
|---|---|
| Resolve Issue | Structured diagnosis methodology, root cause analysis, and resolution planning |
| End User Communication | Message templates, tone guidelines, and safety rules for end user messaging |
Learn more about Skills
See all available skills and how they work
Credit Tiers
Tools are organized into credit tiers based on their complexity:| Tier | Credits | Examples |
|---|---|---|
| Basic | 1 | Trigger or Schedule Workflow, generate a password |
| Standard | 2 | Find PSA Contacts, documentation search, a read-only PSA or RMM integration |
| Advanced | 3 | PSA API with writes, Execute RMM Script, Microsoft 365 tools, external API calls |
- Every Agent execution consumes credits
- The total credits for that execution equal the highest tier of any enabled Tool
- The agent can use enabled Tools unlimited times during that execution at no extra cost
Best Practices
Start with test mode on
Start with test mode on
When test mode is on, the agent will not take any actions that have side effects (i.e updating tickets, creating time entries, etc.). Monitor agent decisions closely when first deployed to ensure quality.
Use technician-in-the-loop
Use technician-in-the-loop
For sensitive operations, start with Technician-in-the-Loop enabled. This gives you oversight while still benefiting from AI-powered analysis.
Write clear custom instructions
Write clear custom instructions
The better your instructions, the better the agent performs. Be specific about your processes, preferences, and edge cases. Iterate based on feedback to refine the agent’s behavior.