> ## 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.

# End-User Communication

> How Neo Agent replies to ticket contacts — and how email delivery is configured for each PSA (Autotask, ConnectWise, HaloPSA, ServiceNow)

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](/integrations/psa/autotask/ticket-contact-notifications).

## 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.

<Info>
  **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.
</Info>

| Permission group                                                                                  | What 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 Entries**                                                                                  | Log a time entry. Becomes client-facing only if your PSA emails the contact on time entries. |
| **Ticket Notes** / **Work Notes**                                                                 | Add 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.

## By PSA

<Tabs>
  <Tab title="Autotask">
    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](/integrations/psa/autotask/ticket-contact-notifications).
  </Tab>

  <Tab title="ConnectWise">
    ConnectWise also has two client-facing channels — a **public ticket note** and a **time entry** — but there is no UDF workaround needed.

    * Grant the **Client-Facing Notes** permission group so Neo can add a customer-visible (public) ticket note. Its settings control an optional send delay and whether additional contacts on the ticket are notified.
    * Grant the **Time Entries** permission group if you want Neo to log time; whether that emails the contact depends on your ConnectWise notification configuration.
    * The **Ticket Notes** permission group is internal-only — notes added through it are never sent to the end user.
  </Tab>

  <Tab title="HaloPSA">
    HaloPSA delivers customer emails based on the **Outcome** applied to a ticket action.

    Grant the **Client-Facing Actions** permission group, then select the **Outcome(s)** that send an email to the end user in that group's settings. Without a customer-emailing outcome selected, Neo's note is added to the ticket but no email is sent.
  </Tab>

  <Tab title="ServiceNow">
    ServiceNow separates the two channels at the field level:

    * **`comments`** — customer-visible "Additional comments" that notify the caller. Controlled by the **Client-Facing Notes** permission group.
    * **`work_notes`** — internal-only journal entries. Controlled by the **Work Notes** permission group.

    Grant the **Client-Facing Notes** permission group so Neo can post customer-visible comments.
  </Tab>
</Tabs>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Neo's run summary says a message was not delivered to the user">
    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.
  </Accordion>

  <Accordion title="The end user is not receiving emails">
    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](/integrations/psa/autotask/ticket-contact-notifications).
    * **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`.
  </Accordion>

  <Accordion title="Neo logs a time entry but the customer sees only a short summary">
    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.
  </Accordion>
</AccordionGroup>