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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 (so a chat agent can act as whoever is asking — “assign to me”, and PSA records under their own name) 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.
Answers from the Neo AI Agent app carry Teams’ AI generated label beside the bot’s name. Hover it and Teams shows its own note: AI-generated content may be incorrect. It marks chat answers only — approval cards and error notices don’t carry it, and neither do workflow notifications, whose wording a model may still have written. Your own branded bots are unlabelled: the label meets a Microsoft Store requirement that applies to the Neo app, and what your bots show is your call. If a reply is inaccurate, harmful or objectionable, send it to support@neoagent.io.

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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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Manage the Teams Users list

Teams Users in the dashboard lists everyone who has installed the Neo Teams app, with the Entra ID of the Microsoft account behind each entry. It’s the same list the Notify recipient pickers draw from, so what appears here is exactly who Neo can message. A person appears once per Microsoft account, not once per human. If someone has more than one account that has used the app — an old account kept after a rename or migration, plus a separate admin account — each one is a separate entry, and they can look like duplicates even though they’re genuinely different Teams users with separate chats. To clean the list up, use Remove on the row you don’t want. Removing an entry:
  • takes it out of the Teams Users list and out of every Notify recipient picker
  • stops notifications and approval cards going to that account
  • leaves that person’s ability to chat with Neo untouched — they can still message the app and get replies
Removal sticks on its own. If the account messages the bot again it does not come back into the list — that’s deliberate, so a removal you meant isn’t undone the next time that person says hello to Neo.

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Restore someone you removed

Removed entries appear under Removed users, below the main list, with who removed them and when. Restore puts the account back on the Teams Users list and into every Notify recipient picker. A restored account is notifiable again straight away. There’s nothing for the person to reinstall and no need to wait for them to message Neo first — Neo kept their chat open the whole time, it just stopped treating them as a notification recipient.
Pick the row by its Entra ID, not by position in the list. Where one person has two accounts, removing the one they actually use stops their notifications — so check the Entra ID against the account in your Microsoft 365 admin center before removing. If you do remove the wrong one, Restore it from Removed users.

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Post to a Teams channel or chat

Neo posts to a Teams channel or group chat through the Neo app itself — the same app that sends technician DMs and approval cards. The message arrives as a proper post from Neo, supports the same rich formatting, and doesn’t depend on any email plumbing.
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Add Neo to the channel or chat

To a channel: a Team owner adds the Neo AI Agent app to the Team once — in the Team, open ··· → Manage team → Apps → More apps → find Neo AI Agent → Add. Every channel in that Team then becomes available to Neo; you don’t add it per channel.To a group chat: open the chat’s participants menu (top-right) and choose Add agents, then pick Neo AI Agent and click Add. Neo joins and posts a short hello — it’s ready to receive notifications.

In the chat's participants menu, choose Add agents

Pick Neo AI Agent and click Add

Neo joins and greets — the chat is now a notification destination

2

Pick it as a notification destination

  • In a workflow, open the Notify Internal Team action, set the channel to Teams, and choose from the Teams channels & chats picker (channels show as Team / Channel; group chats show their name). You can mix channels, chats, and individual technicians in one action.
  • In an agent, the Send Teams Message tool posts to a channel or chat — set its Channels & chats scope to Any or Only specific to allow it.
Where Neo can post. Standard channels and group chats work as soon as the app is added. Shared channels (Teams Connect) are supported once your admin allows the app in shared channels.
Made a new channel? It joins the picker on its own — reopen the picker to see it. Private channels are the exception: Microsoft leaves them out of the Team’s channel list, so a private channel appears only once Neo first sees activity in it. Post a message in it (or @Neo AI Agent), then reopen the picker.
Renamed a Team or channel? The picker follows the new name after the next message anywhere in that Team.
Already using the email-address workaround? Switch it over. Older setups posted to a channel by emailing its connector address (…@amer.teams.ms). That path is fragile — it can show the wrong sender and occasionally double-posts (a Microsoft-side email quirk we can’t dedupe). Re-point each such Notify action to the native Teams channels & chats picker above and remove the channel email from the recipients. Native posting is the recommended way.
Only needed for a Team you can’t add the Neo app into.
1

Get the channel email

Open the channel → click ... → select Get email address.
2

Allow external senders

Open Advanced settings and enable Anyone can send emails to this address. Copy the email and save.
3

Use it in a Notify action

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

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Troubleshooting

They have two Microsoft accounts that have both used the Neo app — commonly an account kept after a rename or tenant migration, plus its replacement, or a personal and an admin account. The two entries carry different Entra IDs and are different Teams users to Microsoft, so Neo lists both.Notifications go to whichever of the two most recently messaged the bot. To make it unambiguous, remove the account they no longer use — see Manage the Teams Users list.
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.