# Neotask Support Agent Capability Reference ## Agent Screens Use the main chat for the active support conversation. Use Overview for recent sessions, scheduled work, and activity. ![Main agent chat](https://neotask-marketing-assets-417007889150.s3.us-east-1.amazonaws.com/landing/agents/2026-08-12-r1/chat-main-1280.webp) This page is a supplemental deep dive. If you want the full one-page overview of what the support agent can do, start with [Neotask Support Call Agent](./neotask-support-call-agent.md). This is the detailed capability reference for Neotask support call agent. If you want the short marketing version, use [Neotask Support Call Agent](./neotask-support-call-agent.md). If you want the exhaustive version of what the live support system can actually inspect, explain, and do, use this page. --- ## Support Phone Number Call the support line here: - `+1 (331) 296-2762` --- ## Support Access Levels The support call agent can help at different depths depending on the support context available during the call. ### 1. General support The agent can help with: - public setup guidance - public troubleshooting guidance - signup friction - pre-activation checkout questions - public app-connection docs - where to find the right docs or next step ### 2. Recognized member support This is the mode where the support agent can use account-linked support context. In the current support system, this is driven by account-linked recognition and authenticated member support context. At this level, the support agent can inspect: - tenant account state - subscription and credit state - recent sessions and jobs - recent automation failures - recent gateway and app runtime errors - recent failure-linked log excerpts - relevant support case history - relevant workspace/company memory context ### 3. Company-scoped support context Some support questions are tenant-wide. Others are really about one company or sector. When the issue is company-specific, the support agent can scope into that company and inspect: - company profile and health hints - company schedules - company approvals - company automation failures - company memory files and setup notes - company-specific app runtime errors If there are multiple companies available, support can scope into the right one. --- ## Live Specialist Lanes The support stack currently routes into these specialist areas. ### Guest support Best for: - signup help - pre-activation checkout issues - public support guidance - “where do I start?” What it relies on: - curated support documentation - MCP setup documentation - support case follow-up when it is needed ### Setup and troubleshooting support Best for: - app setup problems - first launch problems - local runtime confusion - desktop app onboarding friction What it can inspect: - live account overview - recent sessions - recent jobs - recent failures - recent technical diagnostics - recent failure-linked logs - relevant memory and workspace notes ### MCP and OAuth support Best for: - app connection status - OAuth reconnect issues - callback URL questions - API key setup questions - “connected but still fails” questions What it can inspect: - curated provider guidance - exact app-setup docs - live account overview - recent activity - technical diagnostics - recent failure-linked logs - relevant memory context ### Billing and account access support Best for: - current plan - subscription state - credit balances - top-up balances - seat and company allowance questions - recent usage questions - account-state follow-up What it can inspect: - live account overview - live billing summary - recent activity - diagnostics when the caller thinks something is blocked by a technical problem - memory context when historical setup or support notes matter ### Teams, channels, automation, and enterprise support Best for: - recent automation failures - approvals blocking work - channels not delivering - recent sessions or workflow activity - company-specific workflow troubleshooting - enterprise/admin operational questions What it can inspect: - live account overview - recent activity - technical diagnostics - recent failure-linked logs - memory context - curated support docs for supported public workflows --- ## Live Read Capabilities These are the main data classes the current support system can inspect through its support-specific data access layer. ### Live account overview The agent overview is the useful screen when support needs recent sessions, scheduled work, or agent state. Open it before reading account-wide activity to the caller. ![Agent overview with sessions, scheduled work, and activity](https://neotask-marketing-assets-417007889150.s3.us-east-1.amazonaws.com/landing/agents/2026-08-12-r1/overview-main-1280.webp) The support agent can retrieve a structured live account overview that includes: - tenant name - plan - subscription status - credit balance - top-up balance - overage/blocking state - employee seats purchased and granted - company or sector allowance - additional paid company or sector slots - dedicated onboarding state - member counts by role - company list - selected company detail - latest support case summary - latest support call summary - recent usage rollup - recent account credit movement This is the most useful “what does my account actually look like right now?” support view. ### Live billing summary The support agent can produce a live billing summary with: - current plan - subscription status - main credit balance - top-up balance - current company/sector count - company/sector allowance - paid add-on slot count - employee seats purchased and granted - seven-day usage cost and event count - seven-day error-event count - subscription period end - dedicated onboarding status when applicable - latest recent credit movement This is the main live answer for: - “What plan am I on?” - “How much balance do I have left?” - “How much did I use recently?” - “Do I have any add-on company slots?” ### Recent activity and workflow state The support agent can inspect recent activity including: - recent agent sessions - recent account sessions - recent jobs - recent workflow activity - recent schedules - recent approvals - recent usage events - recent automation events - recent gateway errors - recent app runtime errors This is the main support path for: - “What happened recently?” - “Did anything fail?” - “Did the system run my workflow?” - “Were there approvals waiting?” ### Technical diagnostics The support agent can inspect technical evidence including: - bounded warning/error log excerpts - recent gateway runtime error excerpts - recent app runtime error excerpts - recent workflow error excerpts - bounded transcript excerpts for incidents - recent usage events with error codes - blocked schedules with auth/runtime indicators - recent failed or blocked automation events This is the main tool path for: - “Why did this fail?” - “Can you check the logs?” - “Do you see runtime errors?” - “Was this blocked by auth or by the runtime?” - “Can you inspect the recent logs and tell me the most likely cause?” ### Memory and workspace context The support agent can inspect: - relevant company memory excerpts - relevant setup notes - relevant support notes - bounded previews from specific memory files when requested - a list of available company memory files This is the main tool path for: - “Look at the notes for this company.” - “Check the prior setup memory.” - “Preview the file that explains this workflow.” ### Support knowledge and app-setup reference The support agent can also use support documentation and app-setup guidance for: - curated support docs - exact provider setup guidance - callback URL information - auth field requirements - provider-specific scope notes - provider exception runbooks This is what it should use when the answer is documentation-first rather than account-state-first. --- ## Evidence Classes It Can Use The support agent can work from the following evidence classes when they are relevant: - plan and subscription state - credit and top-up state - recent usage summaries - recent billing movement summaries - company and sector counts - employee-seat counts - recent agent sessions - recent account sessions - recent jobs - recent workflow activity - recent schedules - recent approvals - recent automation events - recent gateway errors - recent app runtime errors - recent log excerpts connected to failed events - relevant support cases - relevant support call history - relevant support notes - relevant workspace/company memory excerpts - bounded transcript excerpts - bounded file or artifact previews --- ## Actions The Support Agent Can Take Today These are the live support-side actions that exist now. ### Create a support case The agent can create a structured support case when: - the issue needs follow-up - the issue needs escalation - the call is ending before full resolution - a durable record should exist ### Update a support case The agent can update an existing support case with: - status - priority - route or department - notes - summary - outcome ### Send a support doc link The agent can send a doc link by SMS when: - a specific runbook or support doc is the right next step - the user wants a written reference after the call ### Send a general follow-up SMS The agent can send an SMS follow-up message when: - the user needs next steps - the user needs a written reminder - a lightweight follow-up helps without escalation ### Send human handoff options The agent can send the user: - the support Intercom path - the support scheduling path when configured This is the right move when the issue needs human follow-up. --- ## Things It Can Explain Well The support agent is especially useful for explaining: - what failed recently - whether the likely cause was auth, runtime, routing, approval, or billing state - whether a schedule is blocked - whether a company or workflow has recent support-relevant notes - whether the issue already shows up in recent errors - whether the account state matches what the user thinks should be true Good example questions: - “Check my recent automation failures and tell me the top likely cause.” - “Check whether auth or runtime is blocking this schedule.” - “Look at my recent app runtime errors.” - “Tell me whether approvals are waiting.” - “Look at the recent notes for this company.” - “Check my recent sessions and tell me what happened.” --- ## When It Will Escalate Some issues still need human follow-up. When that happens, the support agent can: - summarize what it already confirmed - create or update the support case - preserve the account context and issue history - send the next step by SMS when that is useful --- ## Example Request Catalog ### Billing and plan - “What plan am I on?” - “What is my top-up balance right now?” - “How much did I use in the last week?” - “Do I have any extra company slots?” - “How many seats are on this account?” ### Recent system state - “What happened recently on my account?” - “Check my recent sessions.” - “Check my recent jobs.” - “Check my recent failures and tell me the likely cause.” ### Dynamic troubleshooting - “Check the recent logs for this issue.” - “Tell me whether this looks like auth, runtime, routing, approval, or schedule trouble.” - “Look at the last failed workflow and explain what actually happened.” - “Check whether the system recorded any app or gateway errors around that time.” - “Look at recent tool execution problems.” ### Technical issues - “Look at recent runtime errors.” - “Check whether the gateway has been failing.” - “Show me the likely cause of the last blocked automation.” - “Do you see auth-related schedule blocking?” ### Workflow and company issues - “Help me with the operations company.” - “Check whether this company has pending approvals.” - “Look at the notes for the marketing company.” - “Preview the memory file for this workflow.” ### Support continuity - “I already called about this. Can you check the prior support case?” - “Look at the prior support notes before we continue.” - “Send me the doc link for this issue.” - “Create a support case and escalate this.” --- ## Best Way To Use This Agent If you want the best help, tell the support agent: - what failed - whether it is happening now or happened recently - which company, workflow, app, or channel is involved - whether you want diagnosis, explanation, or a follow-up action The more specific you are about what to inspect, the better it performs. --- ## Related Docs - [Neotask Support Call Agent](./neotask-support-call-agent.md) - [Neotask Authenticated Support Access](./neotask-support-authenticated-account-support.md) - [Support Routing Overview](./neotask-support-routing-overview.md) - [Support Common Resolution Paths](./neotask-support-common-resolution-paths.md) - [Support Teams, Channels, And Automation](./neotask-support-teams-channels-and-automation.md)