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The Live chat tab of the Neo panel shows the chat the end user had with Neo in Teams or Slack about this ticket. You can write to the end user from there.

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What you see

  • Header: the end user’s name and company, and where Neo can reach them: Teams, Slack or unreachable.
  • Conversation: the latest 100 messages and each new one, with its author. Neo’s replies carry a bot label. Your messages and other technicians’ messages are on the right. A ticket note that Neo sent to the chat shows as a centred line.
  • New messages show within a few seconds. If you scrolled up, a new messages button takes you to the end.
The End user card on the This ticket tab shows the end user, their last message and who answers them now. Click Open live chat to go to the tab. If the ticket has no chat, the tab shows “This ticket has no chat with the end user.”

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Write to the end user

  1. Type your message in the box at the bottom.
  2. Press Enter or click Send. Press Shift+Enter for a new line.
The message goes to the end user’s Teams or Slack chat with Neo. Neo also saves it to the ticket as an internal note. If the message does not arrive, it shows Not delivered with the reason. Click Retry to send it again, or Edit to change it. If Neo cannot reach the end user, the message box is off and the panel says why.

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Manual mode

Your first message puts the chat in manual mode: Neo stops answering the end user, and the end user sees that a technician is chatting with them. A banner shows who holds the chat and since when.
  • Click Give back to Neo to let Neo answer again.
  • If no technician writes for 2 hours, Neo answers again by itself. The banner shows the time.