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Overview

This recipe builds a chat agent for end users — your clients’ employees — and deploys it into a client tenant as your own branded Teams bot. Users ask IT questions, check on their tickets, and file new ones, all in Teams.
This is a chat agent connected through a channel. See Chat Agents and Channels for how this works.

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How it works

  • An employee at your client messages your branded bot in Teams; their company is recognized automatically from the Microsoft 365 tenant
  • The agent answers from your knowledge base and their company’s ticket history
  • It can create a ticket when the issue needs a technician — and that’s its only write

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Setup

1

Create the chat agent

  • Name: “IT Support Assistant”
  • Type: Chat Agent (Chat → New Chat Agent)
2

Enable tools — read-only plus ticket creation

  • Find Documentation — answer from your KB
  • Find Tickets by Content — “what’s the status of my request?”
  • Create New Ticket — escalate to a technician
  • PSA permissions: Read Only
Avoid write permissions and M365 tools on end-user-facing agents — prefer “file a ticket” over direct action.
In end-user conversations (through a channel), Neo enforces company scoping on top of the toolbox: tools that operate across your whole client base never run for end users, regardless of what’s enabled here. The toolbox above applies in full to dashboard testing; see what end users can access for what’s available in the deployed bot.
3

Write custom instructions

4

Add per-client instructions (optional)

On Companies → edit a client → Chat Instructions, add company-specific guidance — their VIPs, their escalation contact, software they use.
5

Test in the dashboard

Chat with the agent on the Chat page. Ask the questions an end user would. Tune instructions until the tone and escalation behavior are right.
6

Create the channel and deploy

Chat → Channels → New Channel: transport Teams, assign the agent, set your branding, activate. Then follow End-user Teams bot to install it in the client tenant — test against your own tenant first.

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Variations

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Password-reset triage

Add instructions to walk users through self-service password reset first, and only create a ticket if that fails. Keep the agent itself without M365 write access.

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Status-only bot

Drop Create New Ticket for a purely informational bot — useful as a first rollout while you build trust in the agent’s tone.

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Best practices

  • Re-read transcripts weekly at first — end users phrase things in ways technicians don’t
  • Set the welcome message to state what the bot can do, so users don’t ask for the impossible