> ## Documentation Index > Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt > Use this file to discover all available pages before exploring further. # Add a passive call's notes to a ticket > Writes the note of a call Neo placed on no ticket on the ticket named by `ticket_number`: the same note, with the summary and transcript, Neo writes when it finds the ticket itself. The call must have `status` `UNMATCHED`, or `STORED` (the number's ticket notes are off; the call is still written when asked), a summary, and no ticket. The note's visibility follows the number's setting. When the number saves recordings, Neo attaches the recording of a `TWILIO_CARRIED` call to the ticket a little later. Returns the call, now `NOTED` with `ticket_match_method` `ADDED_BY_HAND`. The note is written once per call: 409 `passive_call_already_noted` when the call has its note or a ticket already, 409 `passive_call_has_no_notes` for a call with any other status or no summary, 404 `ticket_not_found` when the PSA has no such ticket, 404 `passive_call_not_found` for an id that is not one of the tenant's calls, and 400 or 422 for a missing or empty `ticket_number`. ## OpenAPI ````yaml https://api.neoagent.io/public-api/openapi.json post /public-api/phone/passive-calls/{call_id}/ticket openapi: 3.1.0 info: description: >- Neo's public contract for the dashboard ChatAgent, partner integrations, and MSP automation. Every response is wrapped in a `{data, meta}` envelope; errors use `{error: {code, message, details?}, meta: {request_id}}`. Authenticate with a `Bearer neo_sk__` API key (service account) or a Microsoft Entra ID JWT (dashboard user). Signed-URL endpoints (end-user feedback links) take a `signature` query parameter instead. title: Neo Public API version: 1.0.0 servers: - url: https://api.neoagent.io security: [] tags: - description: Service metadata — health, OpenAPI. name: Meta - description: Agents and workflows — read, version history, delete, stats. name: Agents - description: Agent/workflow execution history, sub-resources, retry/cancel. name: Executions - description: >- Every tool call the tenant's agents made in the last 30 days, within the caller's workflow access. name: Audit Log - description: PSA webhook events and their workflow-match results. name: Callbacks - description: Technician-in-the-loop approval requests. name: TIL requests - description: RMM script executions triggered by agents. name: RMM scripts - description: Dispatch-agent field-update decisions. name: Dispatch - description: The authenticated tenant. name: Tenant - description: Agent-builder schema catalogs (raw JSON payloads). name: Schemas - description: Escalate to the Neo team (HubSpot ticket). name: Escalation - description: Tenant settings. name: Settings - description: Tenant API-key management (dashboard JWT only). name: API keys - description: End-user feedback links (signed-URL auth). name: Feedback - description: End-client companies (CRUD + bulk-update). name: End companies - description: Channels — bind a CONVERSATIONAL agent to a transport (Teams or Slack). name: Channels - description: PSA/RMM/M365 integration status and connection management. name: Integrations - description: Technician roster (controls TIL routing and paging). name: Technicians - description: Future runs queued for TRIGGERED agents. name: Scheduled work - description: Subscription state and customer-facing credit usage (no provider $). name: Billing - description: Inbox messages and announcements. name: Inbox & Comms - description: Tenant-authored agent skills (CRUD) and the built-in skill catalog. name: Skills paths: /public-api/phone/passive-calls/{call_id}/ticket: post: tags: - Phone Agent summary: Add a passive call's notes to a ticket description: >- Writes the note of a call Neo placed on no ticket on the ticket named by `ticket_number`: the same note, with the summary and transcript, Neo writes when it finds the ticket itself. The call must have `status` `UNMATCHED`, or `STORED` (the number's ticket notes are off; the call is still written when asked), a summary, and no ticket. The note's visibility follows the number's setting. When the number saves recordings, Neo attaches the recording of a `TWILIO_CARRIED` call to the ticket a little later. Returns the call, now `NOTED` with `ticket_match_method` `ADDED_BY_HAND`. The note is written once per call: 409 `passive_call_already_noted` when the call has its note or a ticket already, 409 `passive_call_has_no_notes` for a call with any other status or no summary, 404 `ticket_not_found` when the PSA has no such ticket, 404 `passive_call_not_found` for an id that is not one of the tenant's calls, and 400 or 422 for a missing or empty `ticket_number`. operationId: public_api.phone_passive_call_ticket_post parameters: - in: path name: call_id required: true schema: type: string requestBody: content: application/json: schema: $ref: '#/components/schemas/PublicPassiveCallTicketRequest' required: true responses: '200': content: application/json: schema: properties: data: $ref: '#/components/schemas/PublicPassiveCall' meta: $ref: '#/components/schemas/SuccessMeta' required: - data - meta type: object description: Success. '400': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Bad request — malformed input. '401': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Unauthenticated — missing or invalid credentials. '403': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Forbidden — authenticated but not allowed. '404': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Not found. '409': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Conflict — the resource is in a state that blocks this operation. '422': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Request validation failed. '429': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Rate limited — see Retry-After. '500': content: application/json: schema: $ref: '#/components/schemas/ErrorEnvelope' description: Internal server error. security: - bearerAuth: [] components: schemas: PublicPassiveCallTicketRequest: description: The ticket to put a passive call's notes on. properties: ticket_number: description: >- The ticket number as the PSA shows it, for example a `spoken_ticket_numbers` entry. title: Ticket Number type: string required: - ticket_number title: PublicPassiveCallTicketRequest type: object PublicPassiveCall: description: >- Public projection of a `passive_calls` row: a call routed to the MSP's help desk while Neo takes notes, answered or not. No recording URL or binary content, as for `PublicPhoneCall`. properties: billable_minutes: description: >- The call's minutes, rounded up. No credit is charged for passive calls today. title: Billable Minutes type: integer call_outcome: description: Whether the caller and the help desk were connected. enum: - ANSWERED - NO_ANSWER - BUSY - FAILED - CANCELED title: Call Outcome type: string caller_number: anyOf: - type: string - type: 'null' description: The caller ID, in E.164, when the caller sent one. title: Caller Number duration_seconds: title: Duration Seconds type: number ended_at: format: date-time title: Ended At type: string help_desk_number: anyOf: - type: string - type: 'null' description: >- The help desk number Neo forwarded a `TWILIO_CARRIED` call to, as it was set when the call ended; null for the other sources. title: Help Desk Number id: title: Id type: integer msp_number: anyOf: - type: string - type: 'null' description: >- The MSP-side number of the call: the Neo number for `TWILIO_CARRIED`, the dialled number for an inbound call, the outgoing line for an outbound call; null when Neo does not have it. title: Msp Number sentiment: anyOf: - $ref: '#/components/schemas/Sentiment' - type: 'null' description: >- How the end user experienced the call with the help desk: `POSITIVE` (satisfied), `NEUTRAL`, or `NEGATIVE` (frustrated or upset by the end of the call). `sentiment` in `GET /phone/calls` uses the same values but rates how the phone agent handled its call. Null for a call with no summary, and for a call summarized before Neo recorded sentiment. source: description: >- Where the call came from: `TWILIO_CARRIED` for a Neo number in `PASSIVE` mode, `ONESTREAM` or `THREECX` for the MSP's phone system. enum: - TWILIO_CARRIED - ONESTREAM - THREECX title: Source type: string spoken_ticket_numbers: anyOf: - items: type: string type: array - type: 'null' description: >- The ticket numbers said in the call, as Neo heard them, whether or not the PSA has them; [] when none was said, null for a call with no summary. title: Spoken Ticket Numbers started_at: description: >- When the help desk answered, or when the ringing began for a call that never connected. format: date-time title: Started At type: string status: description: >- What Neo did: `NOTED` (transcript and summary on the ticket), `UNMATCHED` (no matching ticket was found or created, so nothing was written to the PSA), `STORED` (ticket notes are off), `EMPTY` (no speech), `NOT_CONNECTED`, `RECORDING_MISSING`, `FAILED`, or `RECEIVED` while Neo is still working on the call. enum: - RECEIVED - NOTED - UNMATCHED - EMPTY - STORED - NOT_CONNECTED - RECORDING_MISSING - FAILED title: Status type: string summary: anyOf: - type: string - type: 'null' title: Summary ticket_id: anyOf: - type: string - type: 'null' description: >- The PSA ticket Neo picked or created for the call, or null. The notes are on it only when `status` is `NOTED`. title: Ticket Id ticket_match_method: anyOf: - enum: - SPOKEN_TICKET_NUMBER - CALLER_CONTACT - TECHNICIAN - CREATED - ADDED_BY_HAND type: string - type: 'null' description: >- How Neo found the ticket: a ticket number said in the call, the caller's open ticket, the technician's ticket, a new ticket it created, or `ADDED_BY_HAND` when a person gave the ticket number afterwards. title: Ticket Match Method ticket_reference: anyOf: - type: string - type: 'null' description: The ticket number as the PSA shows it, when Neo has it. title: Ticket Reference ticket_url: anyOf: - type: string - type: 'null' description: The PSA link to the ticket, when Neo has one. title: Ticket Url transcript: anyOf: - type: string - type: 'null' title: Transcript required: - id - source - msp_number - help_desk_number - caller_number - started_at - ended_at - duration_seconds - billable_minutes - call_outcome - status - ticket_id - ticket_reference - ticket_url - ticket_match_method - summary - transcript - sentiment - spoken_ticket_numbers title: PublicPassiveCall type: object SuccessMeta: properties: pagination: $ref: '#/components/schemas/Pagination' request_id: format: uuid type: string timings_ms: additionalProperties: type: number type: object warnings: description: >- Non-fatal warnings about the created/updated resource (e.g. an unhealthy PSA callback). items: type: string type: array required: - request_id - timings_ms type: object ErrorEnvelope: properties: error: properties: code: description: Stable machine-readable error code. type: string details: additionalProperties: true type: object message: type: string required: - code - message type: object meta: properties: request_id: format: uuid type: - string - 'null' type: object required: - error - meta type: object Sentiment: enum: - POSITIVE - NEGATIVE - NEUTRAL title: Sentiment type: string Pagination: properties: has_more: type: boolean next_cursor: type: - string - 'null' required: - next_cursor - has_more type: object securitySchemes: bearerAuth: description: >- `Authorization: Bearer ` where `` is either a `neo_sk__` API key (service account) or a Microsoft Entra ID access token (dashboard user). scheme: bearer type: http ```` This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.