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When Neo Agent “replies to the end user,” it does not send email directly. It writes a note or a time entry to your PSA, and your PSA decides whether that becomes a customer email. Whether the end user actually receives anything depends entirely on how the channel is configured for your PSA. This page explains the model. For the Autotask-specific setup steps, see Configuring End-User Email Notifications.

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How Neo reaches the end user

Neo has two PSA-side channels for end-user communication:
  • Client-facing note — a note on the ticket that is meant for the end user. Your PSA may deliver it as an email to the ticket contact.
  • Time entry — a logged time entry. Some MSPs configure their PSA to email the ticket contact whenever a time entry is added, which makes the time entry itself a client-facing channel.
Both also have an internal-only counterpart — an internal note — that is never sent to the end user.
Configured by permission group, not by a tool. Neo’s communication capabilities are turned on by granting the relevant permission group on the PSA integration — on the workflow’s Integrations tab — not by adding a tool to the toolbox. The standalone Add Client-Facing Ticket Note and Add Time Entry tools are deprecated: the same capability is now driven by the Client-Facing Notes and Time Entries permission groups on the PSA API integration.
Permission groupWhat it lets Neo do
Client-Facing Notes (Autotask, ConnectWise, ServiceNow) / Client-Facing Actions (HaloPSA)Add a customer-visible note. Delivery as an email depends on PSA configuration.
Time EntriesLog a time entry. Becomes client-facing only if your PSA emails the contact on time entries.
Ticket Notes / Work NotesAdd an internal-only note. Never sent to the end user.
If a client-facing channel is not enabled, Neo can still draft a message — but it is not delivered. The run result says so explicitly (for example, “the end-user message was NOT sent because client-facing notes are disabled for this PSA”), and Neo records the content on an internal note instead.

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By PSA

Autotask has two possible client-facing channels — ticket notes and time entries — and email delivery is driven by an Autotask Workflow rule. Depending on how your team already notifies contacts, you may also need a User-Defined Field (UDF) so that only Neo’s communications trigger emails.Grant the Client-Facing Notes permission group (for ticket-note delivery) and/or the Time Entries permission group (for time-entry delivery) on the Autotask PSA integration.Full setup steps, scenarios, and the UDF workaround: Configuring End-User Email Notifications.

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Troubleshooting

This is expected when the client-facing channel is disabled. Neo drafted a message, but the Client-Facing Notes / Client-Facing Actions permission group is not enabled (or is read-only) on the PSA integration, so the message was not sent — it was recorded on an internal note instead. Enable the permission group to let Neo communicate with end users.
The permission group only lets Neo write the note or time entry. Your PSA still has to be configured to email the contact:
  • Autotask — verify the Autotask Workflow rule is active and (if used) the UDF is set. See the Autotask guide.
  • ConnectWise — verify your ConnectWise notification settings for public notes / time entries.
  • HaloPSA — verify a customer-emailing Outcome is selected in the Client-Facing Actions settings.
  • ServiceNow — verify the caller has a valid email and notifications are enabled for comments.
The time-entry summary field is customer-visible in some configurations. If you want Neo’s full reply to reach the customer, enable the Client-Facing Notes channel so Neo has a dedicated end-user message path, rather than relying on the time-entry summary.