> ## 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" **on a ticket**, 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. The separate [Send Email tool](/agents/tools/communication/send-email) is the exception: it sends from Neo's own mailbox and bypasses the PSA entirely.

This page explains the model. For the PSA-specific setup steps, see the Autotask and ConnectWise deep dives: [Autotask](/integrations/psa/autotask/ticket-contact-notifications), [ConnectWise](/integrations/psa/connectwise/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 client-facing notes group and the **Time Entries** group on the PSA API integration grant these capabilities, so the toolbox has no separate note or time-entry tool to add. The group names differ per PSA — the table below gives each one.
</Info>

| Permission group | What it lets Neo do |
| - | - |
| **Ticket Notes (Client-Facing)** — **Actions (Client-Facing Notes)** on HaloPSA, **Client-Facing Notes** on ServiceNow and Syncro | Add a customer-visible note. Delivery as an email depends on PSA configuration. |
| **Time Entries** — **Actions (Time Entries)** on HaloPSA | Log a time entry. Becomes client-facing only if your PSA emails the contact on time entries. |
| **Ticket Notes (Internal)** — **Actions (Internal Notes)** on HaloPSA, **Work Notes** on ServiceNow and Syncro | 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.

The internal-notes group works the same way in reverse: set it to **Read-only** or **Disabled** and an agent also leaves the internal note off a time entry, which is still logged either way. Details, including which PSAs give a time entry its own private note field: [Add Time Entry](/agents/tools/management/add-time-entry).

**A ticket with no contact has no recipient**, so neither channel delivers a message on it — a client-facing note is refused, and a time entry's customer message is left off the entry. This holds however the channels are configured, because there is nobody to write to. A ticket one of your own engineers raised is usually this shape. Neo records what it would have said on an internal note and states in the run summary that nothing was delivered; the time entry is still logged.

## 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 **Ticket Notes (Client-Facing)** 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 **Ticket Notes (Client-Facing)** 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 (Internal)** permission group is internal-only — notes added through it are never sent to the end user.

    ConnectWise builds the From line — address and display name — from the service board and its per-status email templates. Neo sends no sender of its own. Full setup steps, the multi-brand/white-label checklist, and the settings that leak your MSP's address into an end client's inbox: [Configuring End-User Email Notifications](/integrations/psa/connectwise/ticket-contact-notifications).
  </Tab>

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

    Grant the **Actions (Client-Facing Notes)** 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.

    If the Outcome you select is configured in HaloPSA as **Respond Automatically** (for example, "Email User"), Neo also logs the ticket's first response — exactly as if a technician had clicked that Outcome in the HaloPSA UI. The ticket's response SLA is then marked as met, and a `Responded` entry appears on the timeline beside Neo's reply. Only the first reply logs a response; later replies on the same ticket leave it unchanged. An Outcome that is not configured to respond automatically — an internal note, for example — never marks the SLA.
  </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.

    A single update that adds a comment or work note and also changes other ticket fields (state, assignee, priority) needs every group it touches at Read/Write: the notes group for each note, and **Tickets** for the other fields. If any of those groups requires technician approval, the whole update waits for approval.
  </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 your PSA's client-facing notes 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 **Send to Contact** on the email template for the ticket's current status, and that the ticket has a contact with a valid address. See the [ConnectWise guide](/integrations/psa/connectwise/ticket-contact-notifications).
    * **HaloPSA** — verify a customer-emailing **Outcome** is selected in the **Actions (Client-Facing Notes)** 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 your PSA's client-facing notes group so Neo has a dedicated end-user message path, rather than relying on the time-entry summary.
  </Accordion>
</AccordionGroup>


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