Aug 14, 2026

Changelog — Week of August 10, 2026

New features and improvements

Added Lexful (beta) as a documentation source — connect it and your agents can search and cite Lexful runbooks, with the same safety model as IT Glue and Hudu: secrets are never readable, sensitive writes require technician approval, and admin operations are blocked. Neo Support picks up read-only access automatically once connected.
Added an "AI generated" label to replies the Neo Teams app writes, so technicians always know which messages came from the model. White-label bots are unaffected.
Agent time entries are now labeled as written by Neo rather than credited to a human technician, across all PSAs — so agents re-reading a ticket no longer mistake Neo's own notes for a technician's reply.

Human in the Loop is now available to every tenant on every PSA: choose Never, Always, or When unsure in the dispatch builder and pick who approves, with escalations arriving as interactive Teams cards.
Redesigned dispatch approval cards: clear option-style choices, decline-with-a-note, friendly times and entry names, and long reasoning collapsed behind Show/Hide.
New dispatch verification step (rolling out in stages): before writing an assignment, Neo checks it against live PSA data — time off, overlapping appointments, SLA deadline — and reserves the technician, so concurrent runs can't double-book the same person.
Dispatch now warns when a proposed slot falls outside the technician's working hours, and reads the technician's calendar live in Halo so it stops booking already-taken slots.

New guided PSA setup: connecting ConnectWise, Autotask, Halo, ServiceNow, or Syncro is now a step-by-step walkthrough, and saving credentials runs a live check suite (sign-in, ticket read, write probe, webhooks, sync) so a bad permission is named at setup instead of surfacing later as a broken agent. Connected integrations show a health strip with a "Run checks now" button.
Autotask setup no longer asks for an integration code — Neo authenticates with its own vendor code.
ConnectWise customer-reply settings are now configurable right from the trigger page, including a new option to accept replies from senders not registered as contacts.

New chat History tab: browse every chat conversation in your tenant — including Teams sessions — filterable by agent, person, company, and period, with per-turn credit detail and a drill-down showing the agent's reasoning and every tool call. Access requires the new Owner role (your earliest active admin was promoted automatically).
Redesigned the Approvals page with markdown rendering and queue stats.
Filters on numeric fields now support "is in list" / "is not in list".
Nested automations now render with tree connector lines, and execution history groups paused runs and their continuations into one chain.

Added a per-channel idle window: after a quiet period, end users get a fresh-start card instead of stale context bleeding into a new issue.
Signing up now goes straight into the trial — no plan selection up front.

Fixed a permission error that intermittently blocked Neo Support from reading ticket and documentation data.
Fixed Neo API permissions on agents having no effect at runtime even though they saved correctly.
Fixed generated Active Directory scripts running writes against unverified user lookups — they are now rejected before execution instead of failing confusingly on the domain controller.
Fixed code-generation retries replaying the same failed result instead of genuinely retrying.
Fixed agents losing the error code at the end of very large tool outputs, causing failures to be read as successes.
Fixed the chat assistant not disclosing configuration changes it had already applied earlier in the session.
Fixed a required final audit note being blocked by the per-run note limit.
Fixed the phone agent failing transfers when the destination number was written with spaces or brackets — numbers are normalized, and unreachable numbers are now flagged when you save the agent.

Fixed "Run only once per ticket" being ignored when one workflow triggers another.
Fixed a blank notification message sending an empty notification instead of not notifying.
Fixed triage fields incompatible with your PSA causing failures — they are skipped at runtime and rejected at save time.
Fixed one failed email notification replaying an entire workflow run.
Fixed a deleted ticket in search results aborting the whole batch instead of being skipped.
Notification recipients and approvers outside your tenant are now rejected when you save a workflow.

Fixed triage unassigning a technician who was assigned while the run was in progress.
Fixed appointment reads returning results outside the requested date range.
Fixed raw errors escaping from time-entry creation instead of a clear message.

Fixed workflows erroring when a member lacks access to the destination board — the ticket is now skipped with a notification.
Fixed updates to deleted tickets raising errors instead of skipping.

Fixed ticket links opening a dead launcher page instead of the ticket, and project links now use canonical deep-links.
Fixed the technician not being added to the ticket before their service call was booked.
Fixed end-user bot ticket links pointing at Neo's internal UI instead of your Client Portal.

Fixed ticket details missing from notifications.
Fixed ServiceNow sync erroring on hibernating developer instances instead of pausing and saying why.
Fixed templated ServiceNow KB articles returning empty bodies.

Fixed screenshots only being attachable at the start of a conversation.
Fixed the agent occasionally filing its own replies as if the customer had sent them.
Fixed one end-user request splitting across two tickets when the session had several open tickets.
Fixed removed Teams users having no way back — they can now restore their own access.
Fixed the end-user bot failing to reply when several messages landed at once.

Fixed GDAP tenant mapping rejecting a tenant already held by a sibling account, and connect/disconnect now applies across the whole tenant.
Fixed SharePoint documents never syncing on schedule.
Fixed the SharePoint admin-consent flow hiding the actual error from Entra.

Fixed the company picker selecting the wrong companies when starting from "All", and the edit modal showing the wrong company.
Fixed nested automation IDs being clipped in the Workflows tab.
Fixed the retired Professional plan still being offered on the upgrade screen.
Fixed the Event Executions table requiring horizontal scrolling.

Triage runs now verify each contact once and read ticket history once, cutting PSA calls per run.
Execution history pages that previously timed out now load quickly.
Halo API throughput restored to full rate, with dispatch calendar reads batched into one sweep.