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The Call Ticket Contact tool lets a triggered agent phone the contact of the ticket it works on. Neo’s phone agent places the call from one of your Neo phone numbers and talks to the person. When the call ends, the agent gets the outcome and the transcript, and continues its work on the ticket. Use it to:
  • Ask for details the ticket is missing, such as an error message or the device name.
  • Give an update on a ticket.
  • Confirm that a fix worked before the ticket is closed.

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What happens on a call

  1. The agent decides that a call is needed and writes a short brief: why Neo calls, what to find out, and what the phone agent may tell the person. It can also write the message to leave if a voicemail box answers.
  2. Neo queues the call, and the agent’s run pauses: its status shows Calling the contact. Neo places calls one after another, so a phone agent is ready before the phone rings. A call usually rings within seconds; when many agents ask at once, it waits in the queue.
  3. Neo calls the ticket’s contact.
  4. The phone agent says that it is an AI assistant calling for your company about the ticket, and asks for the contact by name. It talks about the ticket only with that person.
  5. When the call ends, the agent’s run continues with the outcome and the transcript, within seconds. The continuation costs no credits.
  6. The agent records what the call found out, with the tools you gave it. Neo writes nothing to the ticket about the call by itself, so give the agent a note tool and say in its instructions what to record.
If a voicemail box or an automated menu answers, the phone agent says the voicemail message the agent wrote, word for word, and hangs up. When the agent wrote none, Neo leaves a short default that names your company and the ticket number. Someone other than the contact can hear a voicemail, so tell your agent in its instructions what the message may say, such as how to reach your service desk, and to leave out ticket details. A call that waits in the queue for more than 2 hours, or whose number’s business hours end before Neo places it, is not placed, and the agent hears why. Each call shows in Phone Agents → Outbound Calls, with the Neo number it came from, the ticket (linked to your PSA), the agent that placed it (with a link to its run in Activity), the brief, the voicemail message, the outcome and the transcript. You see the calls of the agents you can view. Outbound calls are not recorded, and they are not in Call History, which holds the calls people make to your Neo numbers.

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Who Neo calls, and when

Neo checks these rules in code, and the agent cannot change them:
  • Only the ticket’s contact. Neo calls a phone number your PSA holds for the contact on the ticket. If the agent names another number, Neo refuses the call. When the contact has several numbers, the agent can pick one of them; otherwise Neo calls the first one the PSA lists.
  • Never a premium-rate number. Neo refuses premium-rate and other charged ranges (for example +1 900, UK 09, NL 0900), and +1 numbers in Caribbean and Atlantic countries.
  • From your own Neo number, in the contact’s country. The call comes from your oldest active Neo phone number in the country of the contact’s number (a US or Canadian number for a +1 number). If you have no active Neo number in that country, Neo does not call. Neo phone numbers are available in the US, Canada, the UK, the Netherlands, Australia and New Zealand.
  • Only inside business hours. Neo calls only inside the business hours of the number it calls from, holidays included. You set them on the phone agent.
  • Never after a do-not-call request. If the person asks not to be called again, Neo records it, and refuses every later call from your agents to that number.
  • Limits. One call at a time per ticket and per phone number, at most 3 calls per ticket and 3 calls per phone number in 24 hours, and at most 500 calls in 24 hours for your whole company.
  • At most 5 minutes. Half a minute before, the phone agent wraps up and says goodbye; at 5 minutes from the answer, Neo ends the call.
When Neo refuses a call, the agent hears why and can use another way to reach the person, such as an email.

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Safety

The phone agent follows fixed rules that the brief cannot change. It never asks for or accepts a password, a verification code, a PIN or payment details, it never promises a time or a fix, and it shares only what the brief and the person said. The phone agent on an outbound call has no tools that write to your PSA; only the agent that asked for the call writes to the ticket. The brief comes from an agent that reads ticket text, and anyone who can email your help desk can write ticket text. Keep Require Technician Approval on until you trust what your agent writes in its briefs.
You are responsible for the right to call your end users. Some countries have rules for automated or AI calls, such as the TCPA in the United States, which needs the person’s prior consent for a call with an artificial voice to a mobile phone. Call only people who expect calls from your service desk about their tickets.

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Settings

  • Require Technician Approval: on by default. A technician approves each call, with its number and brief, before Neo dials.

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Requirements

  • The phone agent add-on, paid or in trial, with at least one active Neo phone number.
  • A triggered agent. The tool is not available in chat agents.

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Cost

The agent run costs what it costs without the call. The call’s minutes cost credits like every phone agent call: rounded up per call, and a call nobody answers costs nothing. See Credit Costs.