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Company-level custom instructions allow you to deeply tailor Neo Agent’s AI to the unique business needs, processes, and communication styles of each individual client company you manage. These instructions provide a powerful way to guide how Neo handles tickets, communicates with end-users, and automates tasks, ensuring its actions are always aligned with specific company preferences.
By setting up company-level custom instructions, you ensure Neo Agent acts as a true, context-aware extension of your team for each client. This leads to more personalized service, improved client satisfaction, enhanced operational consistency, and reduced need for manual intervention in workflows.

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What Are Company-Level Custom Instructions?

Company-level custom instructions are plain English rules, guidelines, or contextual information that you define for a specific end-client company within Neo Agent. They can cover a wide range of aspects, such as:
  • Communication Tone & Style: Specify if communications for a particular company should be formal, informal, highly empathetic, or strictly technical
  • Specific Procedures: Outline company-specific protocols, like “For urgent issues from ExampleCorp, always notify their account manager, Jane Doe, at jane.doe@example.com”
  • Preferred Terminology: List any specific terms, product names, or phrases that should be used or avoided when interacting with or about a particular company
  • Escalation Points: Define company-specific escalation contacts or procedures
  • Key Contacts or Information: Provide important names, departments, or other contextual details relevant to a company that Smart Actions might need
These instructions are broader than action-specific custom instructions. While action-specific instructions fine-tune a single step in a workflow, company-level instructions apply globally to all supported Smart Actions when processing data for that company, ensuring a consistent approach.

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How to Set Up and Manage

You can configure Company-Level Custom Instructions directly in the Neo Agent dashboard:
  1. Navigate to Companies: Go to the “Companies” section, typically found in the main navigation menu on the left
  2. Select a Company: Click on the specific end-client company for whom you want to add or edit custom instructions
  3. Enter Instructions: In the company’s details or settings page, you will find a dedicated field labeled “Custom Instructions” (or similar). Enter your plain text instructions here
  4. Save Changes: Ensure you save the updated company profile
Company-Level Custom Instructions interface showing the editor for entering company-specific rules and guidelines

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Examples

Here are a few scenarios illustrating how Company-Level Custom Instructions can be used:

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Example 1: Tailored Ticket Acknowledgments

Company: AlphaTech Inc. Custom Instruction: 
- Mention that their dedicated support team, 'The Alpha 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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Example 2: Company-Specific Triage for Custom Field

Company: BetaSolutions Ltd. Custom Instruction: 
For BetaSolutions Ltd. tickets:
- If the ticket summary or description mentions 'server down', 'critical outage', or 'system offline', the custom field 'Business Impact' must be set to 'Company-Wide Critical'.
- If the ticket mentions 'new user setup' or 'account creation', the custom field 'Request Category' should be 'Onboarding'.

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Example 3: Onboarding Details for M365 Automation

Company: GammaCorp LLC Custom Instruction: 
GammaCorp LLC 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 script should always reference their onboarding buddy, whose name will be mentioned in the original HR onboarding ticket.
Company-level custom instructions are a powerful tool for scaling personalized service across multiple clients. Start with your most important or demanding clients, and gradually expand to others as you refine your approach.