Start a chat
1
Open the Neo chat tab
Open a ticket in your PSA, then open the Neo chat tab in the Neo panel. The line at the top confirms that the ticket is loaded.
2
Pick an agent
Pick a chat agent in the Agent list. The list shows the Internal chat agents you may message.
3
Ask
Type a question, or click a suggestion: Summarize this ticket, What did Neo try? or Draft a reply.
What the agent knows
- The ticket: its fields, notes, time entries, configurations, contact and company. Neo reads it again with each message, so the agent also sees a note or a status change made since your last message.
- Who is asking: the agent knows which technician you are, from your PSA sign-in. “Assign this to me” and “log 15 minutes” act as you.
- Everything else: the agent’s own tools and permissions, as in any other chat.
Conversations
- Each technician has one conversation per ticket and agent. When you open the ticket again, the conversation continues where you left it.
- Click New chat to start a new conversation on the same ticket.
- Chat turns use credits the same way as chat on the dashboard.