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Memory is Neo’s long-term knowledge about your MSP and your clients — the durable facts, playbooks, 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 tickets, documentation, and connected systems — 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.

Playbooks

How-to steps and routing rules — fix procedures, escalation paths, approval requirements.

Preferences

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

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Pinned vs. unpinned

  • Pinned memories are always included — Neo never misses them. Pin the facts that matter on every run, e.g. “Never reboot Contoso servers during business hours.”
  • 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. Most memories should stay unpinned.

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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).

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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, playbook, 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

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Tailored ticket acknowledgments

Company: Contoso Contractors 
- Mention that their dedicated support team, "The Contoso Support Squad", is on the case.
- If the ticket is P1, state that an update will be provided within 15 minutes.

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Onboarding details for M365 automation

Company: Northwind Traders 
Northwind Traders onboarding notes:
- All new users in the "Sales" department must be added to the "Sales_Global_Distribution_List" M365 group.
- Standard license for "Sales" is "Microsoft 365 E3". If "E5" is requested in the ticket, use that instead.
- The welcome email should reference the onboarding buddy named in the original HR onboarding ticket.
Keep each memory short and specific — one fact or one procedure per memory recalls better than a long block of text. Start with your most important clients and the rules you repeat most often.