Added Supervised Mode: every change an agent wants to make is held for a technician's approval, one card per record, and the run carries on by itself once approved. Turn it on per agent from the editor or the agents table, or require approval for a single Run Now. Watch the run live on its run page, approve or reject each step, and train the agent when it finishes. It also works together with test mode.
Neo Support
Added "Set up with Neo" for every team member: start from a template, or from an Insights problem that has no template, and Neo builds the agent from the evidence it already gathered.
Added "Adjust with Neo" under an agent's custom instructions: Neo Support proposes the edit as a GitHub-style diff with word-level highlights, and offers to move client facts, routines and intake lists into memories, skills and intents.
Added tappable suggested replies in Neo Support chat and in Teams messages, including multi-select chips.
Roles & Access
Added a Chat Only role and bulk technician invite, so every technician can chat with Neo agents without a dashboard login each.
Templates
Added four templates: Customer Reply Chaser, Company and Contact Triage, Priority Ticket Alert, and Escalate Stuck Tickets with Status Change.
Insights
The Problems view now separates the tickets Neo resolved from the ones it only touched, with a last-30-days split so recent progress is not hidden in the all-time average.
Integrations
Added a Disconnect button for credential integrations (ThreatLocker, Huntress, UniFi, ScalePad, Pax8, Sherweb, D&H).
Added an AutoElevate (CyberFOX) integration: Neo reviews and approves or denies end-user requests for local admin rights.
UniFi can now be connected by controller URL, so self-hosted controllers work, not only Site Manager.
Microsoft 365
Added a one-click move from direct admin consent to GDAP on the Companies page, with no gap in access.
Phone Agents
Call records now show where a transferred caller went and which tickets the call created.
Dispatch
Workload now counts the last 90 days by default, with "All open tickets" as its own option, so long-untouched tickets stop skewing who gets the next job.
Bug fixes
Roles & Access
Fixed non-admin users being able to see runs, messages and approval requests of agents they were not allowed to open.
Fixed chat agents refusing PSA questions with "no data access" when the person's role already granted it.
Agents & Tools
Fixed the agent builder locking up for up to two minutes when the PSA was slow to answer.
Fixed test runs treating live reads as simulated, so agents gave up and escalated instead of investigating.
Fixed agents escalating instead of searching your documentation on tickets with no linked company.
Workflows & Triggers
Fixed a triage action failing whenever it included a Tag field, discarding every other field with it.
Fixed a whole triage aborting on a custom field with no name.
Fixed new workflow groups disappearing after a page refresh.
Fixed the Company and Contact filter pickers freezing on very large PSAs.
Dispatch
Fixed dispatch booking appointments on PSA public holidays.
Fixed round robin booking a next-day slot without checking that day's calendar.
Fixed a ticket being left unassigned when booking it meant moving an existing appointment first.
Fixed dispatch crediting one technician with another's shift, workload and skills.
Fixed dispatch going silent when no technician had a lawful after-hours slot; you are now told.
Insights
Fixed the Performance dashboard counting activity outside your access, reporting more handled tickets than total, and dropping quiet periods from charts.
Halo PSA
Fixed tickets losing their triaged status and team whenever the ticket type also changed.
Fixed dispatch-booked appointments not appearing on technicians' Outlook or Teams calendars.
ConnectWise
Fixed client-facing notes silently failing to post when the tenant's own email setup was misconfigured.
Autotask
Fixed brief Autotask outages failing workflow runs instead of being retried.
ServiceNow
Fixed trigger status pickers only offering incident statuses; service requests, problems and changes now list their own.
Teams and end-user chat
Fixed an internal bot answering ticket questions for people outside the MSP when a client was in the same chat.
Fixed end users missing technician replies sent from ConnectWise notes, and conversations resetting mid-issue.
Microsoft 365
Fixed the OneDrive hand-off in leaver offboarding always failing.
RMM
Fixed Datto RMM device lookups failing on sites with many devices.
Fixed NinjaOne script runs reported as failed, and sometimes run twice, when NinjaOne was slow to log the activity.
Integrations
Fixed a newly connected PSA showing as disabled or with stale sync status for up to an hour.
Fixed PSA update refusals being blamed on the PSA when Neo's own permission setting was the cause; the message now names the setting.
Sandbox
Fixed chat sessions losing their workspace after a long pause between replies.