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The same customer company exists in many of your systems — your PSA, your documentation platform (IT Glue), your RMM, Microsoft 365 — each under a different ID and often a slightly different name spelling. “Tool Supply, Inc.” in your PSA might be “Tool Supply Inc” in IT Glue. Company Mapping is the directory Neo builds so it knows these are all the same real-world company. With it, Neo’s agents read each system by its real ID instead of guessing from a name search — which is faster and far more reliable.

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Why it matters

Without a mapping, an agent that needs a company’s IT Glue documentation has to search IT Glue by name. That breaks constantly: a name like “Craig, Deachman & Associates” or “Tool Supply, Inc.” won’t match because of punctuation differences, and abbreviations or word-order changes miss too. Company Mapping resolves the company once, stores the link, and hands the agent the exact ID — so lookups just work.
You don’t have to set anything up. Neo builds the mapping automatically as it syncs each integration. The pages below are for seeing what got mapped and correcting the occasional miss.

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How Neo maps a company

Neo resolves each external entity (e.g. an IT Glue organization) to one of your PSA companies using a ladder of methods, strongest first. The first confident match wins:
MethodHow it matchesConfidence
Native linkThe system’s own built-in PSA link (e.g. IT Glue’s PSA-integration)Highest
Exact nameNames match once punctuation, case, and spacing are ignored (“Tool Supply, Inc.” = “tool supply inc”)High
Fuzzy nameNames match after allowing for a legal suffix (Inc, LLC, Ltd, …)Medium
AI matchFor the long tail the rules miss (abbreviations, trading names), Neo asks a small AI model to match against your company list — only when it’s confidentLower (flagged for review)
ManualYou set it yourself — always wins, and survives re-syncDefinitive
The mapping is built during sync (in the background, over your whole company list at once) and read instantly at runtime. An AI match is deliberately kept below the bar for automatic use — it shows up for you to confirm rather than silently steering the agent.

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Where you see and manage it

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On the Companies page

Each company row has a Linked Systems column showing the systems it’s mapped to (e.g. its IT Glue organization). Click an entry to jump straight to that integration’s mapping table.

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On the integration’s “Organization Mapping” tab

Open a connected documentation integration (e.g. IT Glue) and switch to the Organization Mapping tab. You’ll see every organization with:
  • the PSA company it maps to,
  • a Source badge — Auto (Neo matched it), Manual (you set it), or Unmapped (no confident match yet),
  • how the auto-match was made and its confidence,
  • who set a manual mapping, and when.
1

Find the organization

Use the status filter (All / Mapped / Unmapped / Manual), the company filter, or search.
2

Map or re-map it

Click Map (or Re-map) and pick the correct PSA company. This is a Manual mapping — it wins over any auto-match and survives future syncs.
3

Reset if needed

Reset drops a manual mapping and returns the organization to Neo’s automatic matching on the next sync.
Unmapped means Neo hasn’t confidently matched that organization to a PSA company yet — most often because the company isn’t in your PSA, the names are too different, or that system hasn’t finished syncing. Mapping it manually fixes it immediately.

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Supported systems

Company Mapping is rolling out per integration. IT Glue is live today; other documentation platforms, RMMs, and Microsoft 365 follow. As each lands, its entities appear in the Linked Systems column and get their own Organization Mapping tab.

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FAQ

Do I need to map companies before agents can use them? No. Neo maps automatically during sync; agents use whatever’s mapped and fall back to a normal lookup for anything that isn’t. Will a re-sync overwrite a mapping I set by hand? No. Manual mappings always win and survive re-sync. Use Reset if you want Neo to take over again. An organization shows the wrong company — what do I do? Open the Organization Mapping tab, click Re-map, and choose the right company. Your correction sticks.