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You can put a chat agent you build — your instructions, your tools, your branding — in front of your own technicians in Microsoft Teams. It installs into your own Microsoft 365 tenant as its own bot, separate from the Neo AI Agent app, and runs with the full MSP toolbox you give it. This is the technician-facing counterpart to the branded end-user bot: same channel machinery, but pointed at your own tenant and your own team instead of a client’s.

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Neo Support Agent vs. your own internal agent

Two different things can answer your technicians in Teams — and it’s easy to conflate them. Pick by what you need:
Neo Support AgentYour own internal agent
Built byNeo — managed, you can’t edit itYou — your instructions, your toolbox
BrandNeoYours, per channel
In Teams viathe Neo AI Agent app (from AppSource)a channel → Install in your tenant — a separate branded bot
How manyone per tenantas many as you build
What it doesanswers Neo setup questions, searches your docs and tickets (read-only)whatever you configure — your full MSP toolbox
Notifications & approval cardsyes, through the appno — those still arrive through the Neo AI Agent app
Costsupport tooling is freebilled like any chat agent
Reach for the Neo Support Agent for “how does my Neo setup work?” or “find me a similar past ticket.” Build your own internal agent when you want a purpose-built assistant — an Autotask contract lookup, a triage helper, an onboarding runbook — with your prompt and your tools.
The two coexist: a technician can have both the Neo AI Agent app and your custom bot in their Teams, side by side. Workflow notifications and Technician-in-the-Loop approval cards always arrive through the Neo AI Agent app — never through a custom internal bot.

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Deploy your internal bot

Before you start: an Internal chat agent you’ve tested, an admin sign-in to the dashboard, and the ability to install custom Teams apps in your own Microsoft 365 tenant.
1

Build an Internal chat agent

Create a chat agent and set its Audience to Internal. An Internal agent carries the MSP toolbox you give it — PSA, RMM, Microsoft 365, documentation, cross-company lookups — unlike an End-user agent, which is locked to one company. Test it from Chat → Agents → Chat.
2

Create an Internal channel

Open Chat → Channels → New Channel. Set Audience to Internal, pick the Teams transport, and assign your internal agent (the agent picker only shows agents whose audience matches). Under Branding, set the name, icon, and welcome message your technicians will see — blanks use a Neo default. Leave the status on Active.
3

Install it in your tenant

In the saved channel’s edit dialog, under Install in your tenant, click Generate install link and open it yourself as a Teams or Global administrator of your tenant. One sign-in publishes the bot into your own Microsoft 365 and switches routing on.Prefer a manual upload? Teams app package gives you the .zip to sideload in your Teams admin center; then use Already installed it manually? Register directly to bind routing.
4

Make it reach your team

Publishing puts the app in your org catalog — to give it to everyone, open your Teams admin center → Manage apps, find your app, then Users and groups → Installs → Install app → Install to: Everyone → Apply. New technicians then get it automatically.
5

Verify

Open the bot in your own Teams and ask it something. It answers as your MSP with the toolbox you configured — it can work across all your companies, exactly as the same agent does in the dashboard. /reset (or /new) starts a fresh conversation.

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Who can message it

An internal bot is messaging-gated like any internal chat agent: who may talk to it is set under Dashboard Users → Chat Agent Access — Everyone, Admins only, or Specific people. A technician who isn’t permitted gets “You don’t have access to this assistant” in Teams. (The Neo Support Agent uses the same control, and many teams keep it Admins only because it can act on your Neo setup.)

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Why it installs only in your own tenant

An Internal channel can be installed only in your own Microsoft 365 tenant. Because it runs with your full, cross-company MSP toolbox, Neo refuses to install it into a client tenant — that would hand a client’s employees an agent that can see your whole client base. The dashboard offers an end-client-company picker only for End-user channels, and the server enforces the same rule regardless of how the request is made. To serve a client’s employees instead, build an End-user bot: those are scoped to one company by construction and safe to install in a client’s tenant.

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Branding updates

Editing the welcome message or the assigned agent takes effect immediately. Changing the display name or icons changes the installed Teams app, so click Push update under Install in your tenant to re-publish to your tenant (or, for a manual-zip install, re-upload the package in the admin center). This mirrors the end-user bot’s update flow.