This article covers the prerequisites for Conversational AI, powered by Matrix42 Neo, across Matrix42 Enterprise, as well as instructions for configuring each component.

Prerequisites

This article describes everything you need to set up Matrix42 Neo properly.

1. Verify that you have the following product version and extensions:
   1. Matrix42 Enterprise.
   2. AI Intelligence Foundation (extension)
   3. Agentic Enterprise Assistant (extension)
   4. MCP for Enterprise Platform (extension)
   5. AI Assist for Service Desk (extension)
       
2. Configure the Matrix42 Intelligence connection using your organization's credentials:
   1. Subscription ID
   2. Client ID
   3. Client Secret
   4. User Client ID
   5. User Client Secret
   6. Update Private Key
3. Activate and validate the new experience:
   1. Verify the Matrix42 Intelligence service connection.
   2. Enable the Matrix42 Intelligence AI Service Provider.
   3. Configure access for UI Actions for the relevant roles and user groups.
   4. Review where the functions are displayed.
   5. Review any customized ticket previews or layouts.
   6. Test the functionality with a designated Service Desk user.
   7. Release the functionality to the intended users. 

Neo Agentic Assistant Configuration

Configure the Matrix42 Enterprise Connection

Before any component can be enabled, you need to connect Matrix42 Enterprise Platform to Matrix42 Neo through a Matrix42 Intelligence service connection and select it in Matrix42 Intelligence AI Service Provider as a Service Connection.

1. Install the Matrix42 Intelligence Agentic Enterprise Assistant from the Extension Gallery.
2. Enable the Matrix42 Intelligence AI Service Provider. No custom development is required.
3. Create and configure the Service Connection, including the endpoint and required connection parameters, through the supported administrative mechanisms.

Neo Agentic Assistant only becomes visible where the AI Service Provider is enabled, the Service Connection is correctly configured, and the relevant capability is assigned. If any of these is missing, the Agentic Assistant simply does not appear, rather than showing a broken or partially loaded state.

Capability Activation
 

Neo functionality is activated per capability:

1. Open the capability configuration for Agentic Assistant in the Matrix42 Intelligence AI Service Provider.
2. Assign the relevant capability depending on which experience should be enabled.
3. Save and verify visibility in the target application.

Audience-Based Access (Pilot Group)

Using the existing Matrix42 Enterprise audience configuration, administrators can define which users, roles, or groups are authorized to use conversational AI. This is particularly useful for phased rollouts and controlled access to Neo.

Administrators can manage where Neo Agentic Assistant is available and which users can access its conversational AI capabilities. Neo can be enabled for selected audiences, including specific users, roles, or groups, allowing organizations to introduce conversational AI gradually, starting with selected departments or pilot groups before expanding availability.

By default, Agentic Assistant is available to all users. To restrict access to Agentic Assistant to specific users, roles, organizational units, or locations, configure the audience using the GetServiceProviderByCapability service operation.

1. Open Administration > Integration > Web Services.
2. Find and select the AI Service.
3. Select GetServiceProviderByCapability from the list of service operations in the service preview.
4. Click the Set Audience toolbar action.
5. Configure the required audience:
   • Unrestricted: Conversational AI is available to all users.
   • Restricted: specify the User Roles, Users, Organizational Units, and/or Locations that should have access.
6. Click SET AUDIENCE button to save the configuration.

For more information about configuring audiences, including audience inheritance and administrator access, see How to Set Audience in SolutionBuilder.

Application-Level Visibility

Neo's visibility can also be configured individually for each Matrix42 Enterprise application. For example, administrators can enable Neo in the Service Desk or Self-Service Portal while keeping it disabled in other applications, such as Software Asset Management or Unified Endpoint Management.

Configuration path: Administration > User Interface > Applications > [Select Application] > Advanced > View Options.

A configuration option named Show AI Assistant is available:

• Enabled: Neo is available within the selected application for authorized users.
• Disabled: Neo is not displayed within the selected application.

By default, Neo Agentic Assistant is enabled for the following out-of-the-box applications when conversational AI is activated: Self-Service Portal, Service Desk, Workflow Designer, Master Data, and Administration. Other applications can be configured individually.

Matrix42 Neo (Agents)

Once the platform connection is configured and the Conversation AI for Agents capability is assigned, Neo Agentic Assistant appears automatically inside the existing Matrix42 Neo panel, with a clear action for starting a conversation. No separate standalone chat interface is required.

• No separate agent-facing configuration is required beyond capability activation.
• Context is passed automatically: authenticated user, current language (where supported), current object (when opened from an object preview or dialog, where technically available), and current application or view (when opened from a report or list).
• This capability is available in all applications other than the Self Service Portal. Confirm it is assigned for each application where agents should have access.
• Existing AI-result and confirmation interaction patterns in Matrix42 Neo are reused, so agents do not need to learn a new interaction model.

Self Service Portal (End Users)

Enabling the Conversation AI for End Users capability adds a natural-language conversational entry point to the Self Service Portal. Exactly how it appears depends on the portal's Unified Search configuration.

1. Confirm the Service Connection is set and the AI Service Provider is enabled (see Platform Connection above).
2. Assign the Conversation AI for End Users capability.
3. Selecting Integrate Conversational AI in Unified Search will activate Ask Neo button to appear near the Search

If Matrix42 Neo is installed and configured, default activation for the Self Service Portal follows the agreed product configuration. If the Matrix42 Neo service is temporarily unavailable, the portal falls back to Global Search and logs an error; it will not show a broken or permanently loading component, even if the configuration is incomplete or invalid.

Workflow Designer (Builders)

Conversational capabilities in Workflow Designer are enabled the same way as other components, through capability activation, and cover two scenarios: workflow generation and workflow explanation.

1. Enable the Workflow Agent capability for Workflow Designer.
2. Confirm that workflow administrators can access both the workflow proposal generator and the workflow explanation feature.

Workflow Generation

• A user describes the required workflow in natural language; the request is passed to the planner and generator services.
• The generator only produces components exposed through supported Workflow Designer tools. It does not invent unsupported triggers, actions, conditions, or property values, and ambiguous or unresolved references are not silently mapped to arbitrary values.
• The completed proposal transfers into Workflow Designer, remains fully editable, and is not automatically activated or executed.
• If generation fails, no partially configured active workflow is created.
• Results are returned after processing completes; streaming is not supported in this Technical Preview.

Workflow Explanation

• A user can request a plain-language explanation of an existing workflow from a supported Workflow Designer view.
• The explanation is based on read-only analysis. It does not execute, modify, save, publish, activate, deactivate, or create a new version of the workflow.
• The explanation covers what starts the workflow, which records or users it applies to, and what outcome it produces, using available display names and localized labels instead of technical identifiers where supported.
• Unsupported or unrecognized elements are clearly indicated where they materially affect interpretation, and the explanation does not invent behavior not present in the workflow definition.
• Access to the explanation respects the user's existing permission to view the workflow.

Microsoft Teams Configuration

Microsoft Teams integration requires additional setup beyond capability activation, since it involves connecting a Teams environment and mapping identities between Teams and Matrix42 Enterprise.

1. Enable the Conversational AI capability for Microsoft Teams.
2. As a customer administrator, connect your Microsoft Teams environment to Matrix42 Enterprise, following the prerequisites, permissions, and application registration steps in the Teams setup documentation.
3. Configure user mapping so each Microsoft Teams identity resolves to the corresponding Matrix42 Enterprise user. Requests are then executed in the context of that authenticated user through impersonation, respecting the user's existing Matrix42 permissions and data access.
4. Install MS Teams app for Neo Agentic Assistant
5. Verify authenticated end users can open the conversational experience from Teams, ask a question, get guidance for a supported simple issue, report an unresolved issue, or request a supported simple service.

A successfully reported issue or submitted request creates the corresponding Matrix42 record, and the assistant confirms this with an available identifier or reference. 

MCP Tools configuration

Administrators can view the available MCP tools under Administration → Integrations. 

Configuring Access to MCP Tools

 Customer administrators can control access to individual MCP tools using the Set Audience action. 

Currently, two access options are supported: 

Unrestricted (default): The MCP tool is available to all users with access to the relevant functionality. 

Restricted to selected users: Administrators can limit access to specific users. 

Planned Enhancement: Role-based audience configuration, allowing administrators to grant access to MCP tools based on user roles, is planned for a future update.