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Neo Agent does not send email to your end users. It writes a client-facing note or a time entry to ConnectWise, and ConnectWise decides whether that becomes an email and what the From line says. Everything on this page is ConnectWise configuration. For the cross-PSA overview of how Neo communicates with end users, see End-User Communication. This page is the ConnectWise-specific deep dive.
Terminology: This guide refers to two types of workflows:
  • ConnectWise Workflow Rule = automation configured in ConnectWise (System → Setup Tables → Workflow)
  • Neo Workflow = automation configured in the Neo Agent Dashboard

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How a Neo reply becomes an email

When Neo adds a client-facing note, it posts to /service/tickets/{id}/notes with the note text, detailDescriptionFlag = true and processNotifications = true. That puts the text in the customer-visible Discussion tab and asks ConnectWise to notify the contact. ConnectWise then builds the email. Neo sends no From address, no display name and no reply-to. Three ConnectWise settings decide what your end user sees, and they are read in this order:
1

The service board supplies the address

Setup → Setup Tables → Service Board → [your board] → Board tab → Automatic Email Options
  • Send Email From (notifyEmailFrom) — the address the email is sent from.
  • Display Name (notifyEmailFromName) — the name shown beside that address.
  • Send to Contact (sendToContactFlag) — the board default for the ticket’s own Automatic Email Contact flag (automaticEmailContactFlag), which is what ConnectWise reads when the note is posted.
Neo does not depend on that default. Before it posts a client-facing note it enables automaticEmailContactFlag on the ticket, then restores the original value, so the contact is emailed even on a board where the default is off.
2

The board decides whose name to show

On the same tab, Use Member as Display Name (useMemberDisplayNameFlag) replaces the board’s Display Name with the name of the ConnectWise member who authored the note. The address does not change, so replies still reach the board.Neo authors client-facing notes as Neo’s non-API ConnectWise member, set on the ConnectWise panel of the Neo Dashboard’s Integrations page. That field is optional: leave it empty and ConnectWise attributes the note to the API member Neo signs in as. With Use Member as Display Name ticked, whichever of the two authored the note is the name your end users read. Rename that member in ConnectWise to change it.
3

The per-status email template can override both

Setup → Setup Tables → Service Board → [your board] → Email TemplatesEach ticket status on the board can have its own template, and the template carries its own sender. Two settings on it matter:
  • Send to Contact (externalContactNotifications) — whether this status emails the customer at all.
  • Use Sender (useSenderFlag) — when ticked, ConnectWise discards the sender stored on the template and resolves the sending identity instead.
Use Sender is the setting that breaks white-label branding. When it is ticked and the sending identity has no usable name, ConnectWise falls back to your system-wide default From address — System → Setup Tables → My Company → Default From Address (defaultFromAddress) — and puts that address in the display-name slot.Your end user then sees a correct address with your MSP’s address as the label, for example "support@yourmsp.com" <servicedesk@endclient.com>. Untick Use Sender and the template’s own stored sender applies.

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Multi-brand and white-label setups

If you run separate boards for end clients who have their own support domain, each board needs its own configuration. A board-level change is the right level, because it does not affect the other boards.
1

Set the board's sender

Give each end client’s board its own Send Email From and Display Name — for example servicedesk@endclient.com and End Client Support.
2

Untick Use Member as Display Name

Leave Use Member as Display Name unticked on white-label boards. With it ticked, your own member names reach the end client’s inbox.
3

Audit every status template on the board

Open each template and check the two settings together. Any template where Send to Contact is ticked and Use Sender is ticked resolves the sending identity at send time, so it can fall back to your default From address as the label. Send a test email from that status and read the resolved From line. If the label is an address, untick Use Sender and confirm the stored sender name and address are the end client’s.Pay particular attention to the status your email connector assigns to new tickets — often New (Email). That template sends the ticket confirmation your end users see first.
4

Check for stale senders

Templates keep whatever sender was stored when they were created. After a rebrand or an acquisition, templates commonly still carry the retired brand. Read the stored name and address on every template that emails a customer.

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Auto-response on ticket creation

The email connector and the board email templates are two separate senders, and MSPs often confuse them.
  • Email connector auto-response — System → Setup Tables → E-mail Connector → [your connector]. Never Respond and No Response suppress it. When both are set, the connector sends nothing.
  • Board status template — fires on the status the connector assigns to the new ticket (Status Override on the connector). This still sends even when the connector’s auto-response is off.
If your end users receive a confirmation you cannot find, check the board template for the connector’s Status Override status before you look at the connector.

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Neo configuration

Use the Notify Ticket Contact action with Notification Mode = Ticket Note. Neo writes the client-facing note and ConnectWise emails the contact using the settings above.Notification Mode = Time Entry logs a time entry instead. Neo sets emailContactFlag on that entry itself, so ConnectWise emails the contact without an MSP rule for time entries.
Neo cannot override the sender per workflow. The note Neo posts carries only the text, the visibility flags, and the authoring member or contact. Every part of the From line comes from ConnectWise. To change what an end client sees, change that client’s board and its templates.

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Testing

1

Send a test reply

Run a Neo Workflow or agent that adds a client-facing note on a test ticket on the board you configured.
2

Read the received email, not the ticket

Open the email in the recipient’s mailbox. The ConnectWise ticket does not show the From line that was sent.
3

Check the label and the address separately

A correct address with the wrong label points at Use Sender on the status template. A correct label on the wrong address points at the board’s Send Email From.
4

Repeat per status

Templates are per status, so a reply that looks right on one status can still be wrong on another. Test at least the connector’s new-ticket status and your resolved status.

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Troubleshooting

A status email template has Use Sender ticked. ConnectWise discarded the sender stored on the template, could not resolve a name from the sending identity, and fell back to My Company → Default From Address. Untick Use Sender on that template.Changing the Default From Address is not the fix. It holds an address, and it is shared by every end client on the system.
The board has Use Member as Display Name ticked, so the display name follows the ConnectWise member who authored the note. Untick it to use the board’s Display Name, or rename the member.Neo authors client-facing notes as Neo’s non-API ConnectWise member, set on the ConnectWise panel of the Neo Dashboard’s Integrations page. When that field is empty the author is the API member instead, so an unset field is the usual cause of an internal account name reaching an end user. Set the name of whichever member authors the note.
Check in this order:
  1. Send to Contact on the template for the ticket’s current status.
  2. The ticket has a contact with a valid email address.
  3. The Ticket Notes (Client-Facing) permission group is enabled, and not read-only, on the ConnectWise integration.
The board’s Send to Contact is not on that list. Neo enables the ticket’s own automaticEmailContactFlag before it posts, so the board default alone does not suppress the email.
The board’s status template for the status your email connector assigns to new tickets is sending it. Turning off the connector’s auto-response does not stop it — the two are separate senders.
Configuration is per board and per status template. Audit each board separately, and within a board, each template that has Send to Contact ticked.