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Neo shows up in Microsoft Teams as several separate apps — easy to mix up, partly because more than one appears in a chat simply as “Neo.” Two questions pin down which you mean: who messages it (your technicians or your clients’ employees) and who answers (Neo’s managed assistant or an agent you built).
“Bot” vs “chat” are different things. A bot is the installable Teams app — the vehicle that carries notifications, cards, and messages into someone’s Teams. The chat is the agent that answers inside it. The three apps below are bots; what answers inside each is a chat agent (Neo Support, your end-user agent, or your internal agent). Pick both.

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The three apps at a glance

A technician can run more than one side by side. Quick routing:
An older end-user bot, Neo Pulse (you may see it under a per-client name like “Acme IT Pulse”), predates the branded end-user bot — treat it as legacy; new rollouts use the branded end-user bot.
Separately, Technician Mapping & Availability maps technicians to their Microsoft accounts (used by “assign to me” in a custom internal bot) and optionally feeds their presence and shifts to Ticket Dispatch — it’s an integration, not an app.

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Which “Neo” do I have?

Both the current Neo AI Agent and an older, now-retired Neo technician app appear in a 1:1 chat as “Neo” — you can’t tell them apart from the chat alone, yet notifications and approval cards only reach the current app. If a technician’s Teams notifications and approvals have stopped arriving (or just to be sure), (re)install the current app — installing is idempotent, harmless if they already have it. Identify it by its listing, not the chat name: Neo AI Agent on Microsoft AppSource, published by Neo Agent LTD — install it below. The rest of this page covers the Neo AI Agent app.

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What your technicians get

  • Notifications from workflows — ticket alerts, escalations, daily digests — as 1:1 Teams messages.
  • Approval cards for Technician-in-the-Loop sign-off — approve or reject right in Teams.
  • Neo Support — message the bot anything you’d ask the Neo Support Agent.

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Install the app

Installing is the registration: the moment the app lands in a technician’s Teams, Neo captures the delivery route and they become reachable for notifications and approvals — there’s no separate sign-up. A Teams admin does this once for everyone in the Teams admin center: install it, then pin it to the sidebar.
1

Install for everyone

Teams apps → Manage apps → search Neo AI Agent → open it → Users and groups → Installs → Install app → Install to: Everyone (or a specific group/team) → Apply.
2

Pin it to the Teams sidebar

Teams apps → Setup policies → open Global (Org-wide default) (or a custom policy assigned to your techs) → Pinned apps → + Add apps → search Neo AI Agent → Add → order it → Save. Neo then sits in the left app bar so technicians can open Neo Support anytime, not only when a notification arrives. Policy changes can take a few hours to reach clients.

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Install individually

Each technician adds it from the Microsoft AppSource listing — open the Neo AI Agent listing → Get it now, then right-click it in the sidebar → Pin to keep it handy.

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Notify technicians from workflows

Technicians with the app installed appear in the recipient pickers of the Notify actions:
A technician without the app can’t receive Teams messages: the send fails for that person, the failure is reported in the action’s run output, and the workflow continues. There is no automatic fallback to email — configure Email as the notification channel explicitly where you want it.

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Post to a Teams channel

Workflow notifications go to standard Teams channels via the channel’s email address, not the bot:
1

Get the channel email

Open the channel → click ... → select Get email address.
Get channel email address in Microsoft Teams
2

Allow external senders

Open Advanced settings and enable Anyone can send emails to this address. Copy the email and save.
Enable external senders for the channel email
3

Use it in a Notify action

Paste the channel email into the Notify Internal Team action as an email recipient.
Use channel email in the Notify Internal Team action

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Troubleshooting

Their Microsoft 365 tenant has the Neo AI Agent app blocked. Microsoft then rejects every message and notification to that person with “(BotDisabledByAdmin) The tenant admin disabled this bot”, and Teams greys out the compose box. This is set in your own Teams admin, not in Neo — and it’s per-user, so some technicians can be working while others are blocked.Fix it in the Teams admin center: Teams apps → Manage apps → Neo AI Agent must be Allowed, and the app permission policy assigned to the affected technicians must permit it. Then have them re-open the app. Policy changes can take a few hours to apply.
Two causes. Most often the technician is still only on the retired app — (re)install the current Neo AI Agent (idempotent; see Which “Neo” do I have?). If they already have the new app but it’s blocked by your tenant admin (above), Neo can’t deliver to it — clear the app block and have them re-open the app.