Build Message
AI-powered intelligent message generation for tickets and time entries
About this feature.
Neo's Build Message action leverages AI to craft intelligent, context-aware messages based on your specific instructions and PSA entity data (tickets or time entries). This powerful feature helps MSPs automate communication by generating dynamic content that adapts to the actual details of each ticket or time entry, ensuring every message is relevant and personalized. Instead of writing generic templates or manually crafting each message, you can provide natural language instructions to Neo, and it will analyze the ticket content, notes, status, and other relevant data to generate appropriate messages. Whether you need internal summaries for your team, customer-facing updates, or standardized notifications, this action ensures your communications are both professional and contextually accurate. The result is significant time savings for technicians and managers, improved consistency in client communications, and the ability to scale personalized messaging across your entire operation. You can learn how this feature can help you increase revenue by reading our comprehensive guide on AI to increase revenue for MSPs. Automate communications with MSP AI, from ticket updates to proactive client messaging. Want to reduce noise for your technicians? Discover automated ticket triage for MSPs and streamline your service desk.
How to set up through Neo.
Select Your Tickets or Time Entries
Choose which PSA entities (tickets or time entries) the action should process. This typically comes from a "Find Entities" action that filters tickets based on your criteria, or directly from the workflow trigger. The action can process multiple entities at once, generating individual messages for each one based on their specific content and context.
Write Your Message Instructions
Provide clear, natural language directions for how Neo should create the message. Be specific about what information to include, the tone to use, and any conditions for when messages should or shouldn't be created. For example: "Create a professional update for the customer if the ticket status changed to 'In Progress' today. Include the ticket number, brief description of work being performed, and estimated completion time." The more detailed your instructions, the better Neo will understand your requirements.
Configure Message Settings
Choose whether the message is for internal use (like team notifications or ticket notes) or customer-facing communications (like email updates). If you're using Autotask, you can also choose to include service call details from scheduled entries to provide more comprehensive context for message generation.
Connect to Notification Actions
Link the Build Message action to appropriate notification or update actions in your workflow. Use the generated messages for internal communications (like adding ticket notes or Teams notifications), or for customer-facing communications (like email notifications). The action also provides detailed logging to help you monitor and troubleshoot your workflow execution.
Considerations when setting up.
AI Decision Making
The Build Message action uses AI to determine whether a message should be created based on your instructions and the entity context. This means some entities may not generate messages if the AI determines they don't meet your specified criteria. Always review the workflow execution logs to understand why messages were or weren't created for specific entities.
Message Content Accuracy
While the AI is highly capable of generating contextually appropriate messages, always test your instructions with sample data to ensure the output meets your quality standards. The AI works with the information available in the PSA entity, so incomplete or outdated ticket data may affect message quality.
Integration Dependencies
The action's effectiveness depends on the quality and completeness of data in your PSA system. Ensure that tickets have proper notes, status updates, and custom field values populated for the AI to generate meaningful messages. For Autotask users, service call details require proper scheduled entry configuration.
Workflow Design Impact
Since this action generates dynamic content, plan your workflow logic to handle cases where no message is created. Consider using conditional logic in subsequent actions to avoid sending empty notifications or adding blank notes to tickets.
Frequently asked questions.
What PSA systems does the Build Message action work with?+
How does the AI decide whether to create a message?+
Can I use placeholders or variables in my instructions?+
Does the Build Message action consume credits?+
What happens if a ticket doesn't have enough information for the AI to create a meaningful message?+
Can I use the same Build Message action for both internal and customer-facing communications?+
How long can the generated messages be?+
What should I do if the generated messages don't match my expectations?+
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