This release puts Neo in front of your clients for the first time. The headliners: a white-label end-user Teams bot, Long-Term Memory so Neo remembers what it learns, and a new Kaseya VSA X integration. Plus upgrades across dispatch, agent reliability, and triage. Catching up? Here's the May 2026 release note.
White-Label End-User Teams Bot
Until now, Neo worked behind your service desk, alongside your technicians. This release puts it in front of your clients. Deploy a branded Neo bot directly inside your end-users' Microsoft Teams, and they raise tickets, check status, and get updates without opening a portal or sending an email. Neo stops being an internal copilot and becomes a client-facing service channel you put your own name on.
- Branded Teams app packages with magic-link install, so each client gets a Neo bot under your brand.
- End-users create tickets and check status directly in Teams.
- Ticket updates relayed back into the end-user's chat as work happens on their ticket.
- Audience controls that separate Internal agents from End-User agents, with per-agent messaging access so you decide exactly who can talk to which agent.
Pricing is separate from your automation credits, so you only pay for employees who actually use it. It's $4 per active user per month for the first 200 active users, then $3 above that, with a $100 monthly minimum. An active user is an employee who sends the bot 2 or more messages in a month, pooled across all your clients. Most MSPs start at or near the $100 minimum.
Long-Term Memory
Neo gets smarter the longer you run it. It now learns and recalls durable facts about your MSP and each of your clients, so it stops starting cold on every ticket.
- A four-layer memory architecture with recall built into the agent, so Neo applies what it already knows mid-ticket.
- Auto-discovery of facts from your PSA, RMM, and Microsoft 365 environments. Neo builds the picture itself.
- Auto-generated one-page profiles for your MSP and for each end client.
- A memory dashboard to view, edit, and regenerate exactly what Neo knows.
New Integrations
Kaseya VSA X RMM
Neo now supports Kaseya VSA X. If VSA X is your RMM, Neo can finally run on your endpoints.
- Full VSA X integration: connect flow, agent tooling, and script execution.
- Device to company mapping with an auto-mapping fallback, so devices line up with the right client without manual work.
- On-prem script result verification, so Neo confirms what actually happened on the machine.
Dispatch
Dispatch got smarter about who is actually available:
- Teams Workforce Availability feeds presence and shift data into routing, so Neo assigns work to technicians who are genuinely on shift and free.
- SLA and urgent-priority bounds on time slots, so urgent tickets land within their deadline instead of any open gap.
- Now available on Autotask, not just where it started.
Agent Reliability & Self-Improvement
- Reflect on past runs (
review_past_run): agents can look back at how previous executions went and adjust. - An always-on sandbox with auto-offload of oversized outputs, so large results don't blow the agent's input budget.
- Token-cap recovery, so a run that hits its limit recovers instead of failing outright.
- A closed-loop execution review that flags issues back to you, the MSP.
Workflows & Sharing
Share Agent
Generate a public, read-only link to any agent's configuration. Anyone with the link can see how the agent is set up, with no login required.
PSA-Specific Updates
Autotask
- Filter tickets by ticket tags.
- Contract custom fields (UDFs) are now visible to agents on tickets.
- SLA and first-response capture, so Neo can see and act on response targets.
ConnectWise
- Filter tickets by "Date Entered", now a filterable field.
Halo PSA
- Estimated Time is now available as a triage field.
Triage & Escalation
- A "Summarize description" triage toggle, so you control whether Neo summarizes the ticket description.
- A new "Any Ticket Update" escalation monitor that watches for any update on a ticket.
Questions or feedback? Reach us at support@neoagent.io or drop a note in your shared Teams channel.