> ## 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.

# Technician-in-the-Loop

> Pause Neo before risky actions (emails, scripts, PSA edits) and require technician approval via Teams card or Neo Inbox. Set up approvers, flag sensitive tools, and review the approve / reject / feedback flow.

Technician-in-the-Loop (TIL) pauses Neo before risky actions—sending emails, running scripts, editing PSA records—and waits for a technician to approve, reject, or comment. Every decision is logged on the ticket.

<Frame caption="Approval card in Teams / Neo Inbox">
  <img src="https://mintcdn.com/neoagent/9mmgIJsCE0hwthE4/images/til_initial.png?fit=max&auto=format&n=9mmgIJsCE0hwthE4&q=85&s=fc66b43f55c308bf0c5298a7dd2ce4f9" alt="Approval card showing ticket context and Approve / Reject buttons" width="888" height="806" data-path="images/til_initial.png" />
</Frame>

<Frame caption="Feedback view after clicking Provide Feedback">
  <img src="https://mintcdn.com/neoagent/9mmgIJsCE0hwthE4/images/til_feedback.png?fit=max&auto=format&n=9mmgIJsCE0hwthE4&q=85&s=6b3d51f40f5eb4d8826466dc6434ecc4" alt="Comment box with Re-submit and Approve with comment buttons" width="1008" height="1204" data-path="images/til_feedback.png" />
</Frame>

## Quick setup

1. **Add approvers** – Enable the *Request Technician-in-the-Loop* tool and pick who receives cards.
2. **Flag tools** – Toggle **Require technician approval** on sensitive tools (Send Message, Execute RMM Script, etc.).

## What happens next

* **Approve** – Neo immediately executes the action.
* **Reject** – The workflow stops and logs the rejection.
* **Provide Feedback** – Opens a comment box with two options:
  * *Re-submit for Approval* – Neo incorporates your comment and retries; you review the updated attempt.
  * *Approve with Edits* – Neo incorporates your comment and executes the action immediately.

Approval cards show the **ticket number** you recognise (e.g. `T20260319.0091`), not an internal id.

## Approvals in the dashboard

Beyond the Teams card and Neo Inbox, the dashboard has a dedicated **Approvals** page that lists every request waiting on a decision, so you can act on them in one place instead of hunting through chats.

* **Pending / Resolved / All** tabs, with the agent, ticket, and request detail for each.
* **Approve** or **Reject** inline, with an optional note (a note on an approval is recorded as a comment, the same as *Approve with Edits*).
* **Who sees what** – Technicians see the requests they're an eligible approver on; admins see every request for the team, including who is eligible to approve each one.

Decisions made here resolve the request everywhere — the Teams card updates and the agent resumes — exactly as if you'd clicked the card.