Added end-to-end ticket handling to your branded end-user Teams bot — it searches your knowledge base, looks up an employee's own tickets, reports their status in plain language, files new tickets, and posts the employee's replies back onto the ticket as a genuine customer response (ConnectWise, Autotask, Halo, ServiceNow).
Added "close the loop" actions to the end-user bot: it can mark an employee's existing ticket resolved with a summary, or log-and-resolve a brand-new issue it solved outright — so deflected issues still get a record.
Customer-facing ticket updates now relay straight into the end-user's Teams chat, with the employee's reply landing back on the ticket — master on/off plus per-PSA fine-tuning.
Relayed technician replies are now clearly labelled as coming from a person, with the ticket number and current status — customisable per channel (ready-made wordings in ten languages, your own, or off).
Added a per-channel switch to quiet the end-user bot's live "working…" progress card.
Internal chat agents now recognise the technician messaging them and bring in their profile, PSA/Microsoft identities, and custom instructions — so per-technician rules (e.g. "only Gold-classification customers") just work.
Added your own custom chat agent in Microsoft Teams for your technicians — your prompt, tools, and branding, installed into your own tenant with a single sign-in.
Added the ability to test a chat agent as an end-client — pick a client company and a real contact, then chat exactly as that person would before rolling the bot out.
Dispatch
Added a new guided dispatch setup widget — a step-by-step wizard with plain-English copy and reorganised sections (pool source, availability, Teams availability, exclusions). Guided questions walk you through configuration, your answers are saved, and it remembers where you left off.
Added skill-based dispatch for Autotask — Neo now weighs your technicians' configured skills and proficiency, matching the routing already available for ConnectWise.
Added independent toggles for which expertise signals dispatch weighs: the AI profile, PSA skills, and PSA certifications (all on by default).
Dashboard
Added an Approvals inbox — a single place to see and action every technician-in-the-loop approval request without hunting through Teams. Cards now show the ticket number.
Added control over who can chat with each agent — everyone, admins only, or specific people you choose (including your Neo Support Agent).
Halo PSA
Halo agents can now read and update a client's CRM notes (the dated relationship notes behind $CRMNote).
Halo agents now reach more of your instance — projects, FAQ lists, asset groups, request/email templates, and other reference data — all still scoped by the permission areas you've granted.
Neo can now estimate effort on Halo tickets during triage by filling in the Estimated Time field (rounded to the nearest 15 minutes).
ConnectWise
Agents connected to ConnectWise Asio can now run scripts and tasks on endpoints (opt-in via Write on the Automation area), useful for remediation during triage.
Autotask
Added Autotask tag conditions to workflows — match (or exclude) tickets carrying a given tag for tag-driven routing and reviews.
RMM
Added a Device Mapping tab on each RMM integration — see which devices map to which PSA company, bulk-assign unmapped devices in one click, and manual assignments stick across every future sync.
Neo now reads back the actual result of on-prem AD/Exchange scripts run through your RMM, confirming an action really succeeded (ConnectWise Automate users: re-import the updated wrapper).
Bug fixes
Dispatch
Fixed engineers who are on time-off (ConnectWise and Halo) being considered for assignment.
Fixed dispatch occasionally failing outright instead of making a best-effort assignment when SLA checks were exhausted.
Fixed the dispatch agent sometimes describing a previous run's actions as the current run's.
Fixed Teams Shifts availability so in-progress shifts are captured, and corrected a schedule entry being misread as a ticket.
Triage
Fixed triage changing a ticket's title when you'd instructed it not to.
Fixed triage notes occasionally claiming field changes that weren't actually applied.
ConnectWise
Status and board names now match regardless of capitalisation or extra spaces.
Autotask
Fixed ticket updates failing when a contact was inactive — Neo now recovers gracefully.
Fixed workflows failing on certain negated tag/text filters.
Halo
Fixed scheduling links so Halo appointment booking works again.
The "important contact" flag is now surfaced to agents.
Teams
Fixed "Push update" failing when re-publishing the Teams app, and unblocked image paste/relay in Teams chat.
Phone Agent
Fixed the phone agent hardcoding ticket priority and inventing ticket numbers when a creation failed.