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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.
Wondering whether to build an agent or a workflow for your use case? See Workflows vs Agents — start with workflows for triage, dispatch, resolution, escalation, and merge; reach for agents for everything else.

Tools

Discover the tools agents can use to accomplish tasks

Skills

Best practices and guidance agents load on-demand

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Building Your First Agent

Watch this 5-min walkthrough of building agents in Neo Agent:

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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
Agents can also run on a schedule without a ticket — performing proactive tasks like M365 compliance audits, inactive account cleanup, and recurring admin operations.

Scheduled Agents

Run agents on a recurring schedule for proactive tasks that don’t start from a ticket

Chat Agents

Agents your technicians and end users talk to directly — in the dashboard or via Teams

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How Agents Work

1

Receive Context

When a workflow triggers, the agent receives the ticket details, company information, and any custom instructions and memory you’ve configured. For scheduled agents, the agent runs from your custom instructions and enabled tools alone — no ticket needed.
2

Analyze & Plan

The agent analyzes the situation, searches for relevant information, and determines the best course of action based on your instructions.
3

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.
4

Report Results

After completing its work, the agent provides a detailed log of actions taken, along with any relevant outputs or recommendations.

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Agent Tools

Tools are the capabilities you enable for your agents. Each tool allows the agent to perform specific actions:
Tools are configured per-workflow. You choose which tools an agent can use and customize their settings to match your processes.

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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. Skills are always available and loaded automatically when relevant. Custom instructions take priority over skill guidance when there’s a conflict. You can also create your own skills for the repeatable procedures your agents run again and again — a weekly report, a monthly reconciliation — so every run comes out the same reliable way. See custom skills.

Learn more about Skills

See all available skills, including how to build your own

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Credit Tiers

Tools sit in four tiers: Free (0), Basic (1), Standard (2), Advanced (3). What you pay depends on how the agent starts. The same toolbox is cheap on a ticket-triggered agent and can be expensive on a scheduled or chat agent. External API Request is Advanced (3 credits per call on scheduled and chat). The Neo API tool is Free. The API skills under Built-in Capabilities are also Free to load — they are not the API tools. The full list is on Tool credit costs.

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Testing an agent before you trust it

Two different questions, and they need different tools. “Does the agent do the right thing with this ticket?” Open the agent in Executions and use Run now. It executes the agent immediately against that ticket, skipping the trigger, so you can change the instructions and run again without waiting for an event. This is the fast loop while you are writing instructions. “Does my agent fire when a customer replies?” Run needs a real event, so you have to produce one. Set up a test company with a test contact, raise a ticket for that contact on a board the agent watches, and reply from the contact’s mailbox.
Reply from an address your PSA holds as a contact, not as a technician account. ConnectWise attributes an inbound email to the ConnectWise member whenever the sending address also belongs to one, and a member’s note is a technician note — not a customer reply. So a Customer replied agent does not fire for it, by design.This catches people testing from their own work mailbox, which is usually a member. Your real customers are contacts, so the agent behaves correctly for them; only the test is wrong. Use a mailbox that is not a technician account in your PSA — a test contact on a test company is the simplest setup.
Keep test mode on for the first runs either way, so the agent reads without writing.

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Best Practices

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.
For sensitive operations, start with Technician-in-the-Loop enabled. This gives you oversight while still benefiting from AI-powered analysis.
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. See Writing effective agent instructions for the full guide.