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Memory is Neo’s long-term knowledge about your MSP and your clients — the durable facts, rules, and preferences that don’t belong in any single ticket. Neo recalls relevant memory every time it works, so it stays consistent instead of re-asking or guessing. It applies across all of Neo’s actions, ensuring a consistent approach for each company.
Automatic discovery is coming soon. Today, every memory is one your team adds. Soon, Neo will also learn durable facts on its own — from your resolved tickets, your RMM inventory, and reviews of its own past runs — and propose them for your review. Automatic discovery is not enabled yet; for now, you curate memory yourself.

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What Neo remembers

Facts

Durable truths about a client — the apps they run, who their VIPs are, their environment’s quirks.

Rules

Handling that kicks in for a specific situation — who to escalate to, where to route certain tickets, a client’s exception to your usual process.

Preferences

Tone, terminology, and key contacts — how to communicate and who to notify for each client.

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Memory vs. custom instructions

Neo retrieves memory: at runtime it builds a query from the ticket and pulls in the memories that match. A memory only helps if something in the ticket — an app name, a symptom, the requester, the kind of request — would lead Neo to it. “Acme runs SecureShield AV” surfaces the moment a ticket mentions an antivirus alert. A rule with nothing to match against — “always set the Site Code custom field” — never surfaces, because no ticket says “Site Code.” That gives you two ways to make a memory land: key it to a cue a ticket will contain (leave it unpinned), or, if it has no cue but always applies, pin it so Neo never has to find it. Standing, org-wide procedures that apply across every client — your documentation process, your onboarding steps, your change-approval policy — belong in the agent’s custom instructions, not memory. Custom instructions are always in front of Neo, so it never has to retrieve them.
Quick test: is it specific to one client? It’s a memory — pin it if every ticket needs it, leave it unpinned if a ticket will cue it. Is it how this agent works for all clients? It’s a custom instruction. For the full decision guide across instructions, skills, memory, and intents, see Teaching Neo.

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Pinned vs. unpinned

  • Pinned memories are always included — Neo never misses them. Pin what’s relevant on every run for a client, e.g. “Acme’s VIPs are CEO Jane Doe and CFO Mark Lee — treat their tickets as top priority.”
  • Unpinned memories are the default — Neo brings them up on its own when they’re relevant to the task, so it stays informed without crowding every run, e.g. “Peter Nguyen is the Service Desk Manager” surfaces when a ticket needs escalation, but stays out of the way otherwise. Most memories should stay unpinned.
Pin a memory when every ticket for that client needs it but nothing in the ticket would cue Neo to look — a VIP list, branding and tone, a custom-field convention. Leave it unpinned when the ticket’s own content will surface it — an escalation contact, an environment quirk, handling for a specific kind of request. Because every pin is loaded into every run, pins are capped: up to 20 pinned memories per company and 10 MSP-wide (with a total-length limit per scope). If a pin is rejected, unpin something less essential — or leave the memory unpinned and let Neo recall it. Length: an unpinned memory is kept short (up to 500 characters) so it stays a sharp, recall-friendly fact. A pinned memory can be longer — because it’s injected verbatim rather than recalled, its limit is the scope’s pinned-length budget — so a standing instruction has room for the detail it needs. You can edit any memory’s text in the dashboard (Save replaces the old version); editing a pinned memory keeps it pinned.

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Scope

Choose who a memory applies to:
  • Company-specific — applies only when Neo works for that end-client company.
  • MSP-wide — applies across every client, e.g. your internal standards or tooling.

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Audience

Choose which agents can recall a memory:
  • Triggered / Scheduled agents — the automation agents that work tickets and entities.
  • Chat agents — Internal — your technicians’ dashboard chat.
  • Chat agents — External — end-user-facing chat.
  • All agents — every surface (the default).
Classic workflows benefit too: pinned memories are included when a workflow’s Smart Actions run for a company. Recalling unpinned memories on demand is an agent capability.

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Add a memory

1

Open Memory

Go to the Memory section in the dashboard.
2

Write the memory

Select New memory and enter the fact, rule, or preference in plain English.
3

Set scope and audience

Choose the companies it applies to (or All companies for MSP-wide), and which agents should recall it.
4

Pin if it's always relevant

Pin memories Neo should apply on every run; leave the rest unpinned.

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Examples

Each example notes its scope, type, and pin — and what makes Neo recall it. The first three are unpinned: a ticket’s own content cues them. The last is pinned: it always applies but nothing in a ticket would trigger it.

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Environment quirk

Scope: Acme Corp · Type: Fact · Pin: Unpinned
Why it works: a ticket about a Defender alert names the antivirus, so Neo recalls this and avoids the false alarm.

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Key contact

Scope: Acme Corp · Type: Fact · Pin: Unpinned
Why it works: when Neo decides a ticket needs escalating, it looks up who to escalate to — and finds Peter.

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Special handling for a request type

Scope: Acme Corp · Type: Rule · Pin: Unpinned
Why it works: a hardware-failure ticket cues Neo to recall the loaner option before it suggests buying new.

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Tailored ticket acknowledgments

Scope: Acme Corp · Type: Preference · Pin: Pinned
Why it’s pinned: nothing in a ticket would specifically trigger this, but it shapes every Acme reply — so it’s pinned rather than left to recall.
Keep each memory short and specific — one fact or one rule per memory recalls better than a long block of text. Start with your most important clients and the rules you repeat most often.