Jul 17, 2026

Changelog — Weeks of July 6 & July 13, 2026

New features and improvements

Added GDAP onboarding via the Secure App Model — connect once, then map your GDAP customer tenants to PSA companies (with confident-match suggestions, search, and a "best guess" confirm-first tier) so Neo can act across customer M365 tenants without a per-tenant app registration.
Added per-customer provisioning with live run progress and per-company outcomes, a setup/coverage health panel, and an opt-in toggle to auto-assign Privileged Authentication Administrator so admin password resets work.
Added the ability to disconnect GDAP MSP-wide from Integrations, or per-company from the Companies page.

The Phone Agent now matches spoken company names against your PSA before creating a ticket — attaching the right company on the first try in 86% of replayed real calls, and reading back the closest matches when unsure.
Upgraded the speech-recognition engine (ElevenLabs Scribe v2) for far more accurate spelled-out names, company names, and phone numbers — especially on non-English calls.

Train Neo is now a conversation — clicking Train opens a chat with your Neo Support agent (run details attached as a compact card) instead of the timeout-prone form; it shows the exact instruction change before applying it.
Agent edits proposed in chat now apply on your in-conversation "yes" — no second approval card for non-destructive changes (destructive ones still confirm).
Neo Support now asks before escalating and gathers issue context first.

Added a "Technician added a note" trigger — fire specifically when a human tech adds a note (internal or customer-visible), without the customer/system noise of the generic Note-added trigger. Works across ConnectWise, Autotask, HaloPSA, and ServiceNow.
Added a custom email subject (and a suppress-subject toggle) on Notify Internal Team.

Added an Attach File to Ticket tool.
Agents now self-correct on PSA field errors — Neo rewrites cryptic PSA rejections to name the offending field (and, for Autotask, lists the record's valid fields) so the agent fixes it next try instead of looping.
Faster ConnectWise Automate scripts — Neo now submits scripts at the highest priority by default so urgent fixes run right away.

Added Company filters — Neo keeps its directory to active customers by default, with status/account-type controls on your PSA's Advanced settings (ConnectWise adds an exclude-by-status option for Account Closed / Liquidated / Offboarding).
Added an agent filter to scope Autotask agents by Company Territory.
Added an IT Glue restricted-documents control so restricted docs can be excluded from internal agents (defaults to exclude).

The white-label support bot now supports clients with multiple PSA companies on one M365 tenant — each person is routed to the right company by their verified email.
Added client-portal ticket links in the end-user bot.

Every chat agent now shows its ID (sortable column + under the agent name, with copy buttons).
Event history now shows the per-execution credit cost.
Adding, editing, pinning, or deleting a memory is now admin-only.

ROI reports now let you save per-category minute estimates, which persist across reruns.

Fixed the Phone Agent Board/Queue dropdown not populating.
Fixed first-response SLA marking on Neo's replies and stopped end-user replies being overwritten.

Fixed closed-ticket time-entry failures being silently dropped — they're now surfaced.

Personal Microsoft accounts are now rejected at onboarding with a clear message.