> ## 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. # List calls routed to the help desk while Neo takes notes > Calls routed to the MSP's own help desk while Neo takes notes, newest first by `started_at`, including calls the help desk never answered (`status` `NOT_CONNECTED`): calls to a Neo number in `PASSIVE` mode (`source` `TWILIO_CARRIED`) and calls from a connected phone system. Each row says what Neo did with the call (`status`); for a `NOTED` call, the ticket the transcript and summary went to and how Neo found it (`ticket_match_method`); and the summary and transcript when Neo has them. `help_desk_number` is the number Neo forwarded a `TWILIO_CARRIED` call to. `msp_number`, `help_desk_number`, `ticket_reference` and `ticket_url` are null when Neo does not have them. As for `GET /phone/calls`, recordings are not exposed here; a `TWILIO_CARRIED` recording plays in the dashboard's call history. Rows and their recordings are kept for 90 days; at most the newest 1,000 rows are returned. The calls the Phone Agent answered itself are in `GET /phone/calls`. ## OpenAPI ````yaml https://api.neoagent.io/public-api/openapi.json get /public-api/phone/passive-calls 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: get: tags: - Phone Agent summary: List calls routed to the help desk while Neo takes notes description: >- Calls routed to the MSP's own help desk while Neo takes notes, newest first by `started_at`, including calls the help desk never answered (`status` `NOT_CONNECTED`): calls to a Neo number in `PASSIVE` mode (`source` `TWILIO_CARRIED`) and calls from a connected phone system. Each row says what Neo did with the call (`status`); for a `NOTED` call, the ticket the transcript and summary went to and how Neo found it (`ticket_match_method`); and the summary and transcript when Neo has them. `help_desk_number` is the number Neo forwarded a `TWILIO_CARRIED` call to. `msp_number`, `help_desk_number`, `ticket_reference` and `ticket_url` are null when Neo does not have them. As for `GET /phone/calls`, recordings are not exposed here; a `TWILIO_CARRIED` recording plays in the dashboard's call history. Rows and their recordings are kept for 90 days; at most the newest 1,000 rows are returned. The calls the Phone Agent answered itself are in `GET /phone/calls`. operationId: public_api.phone_passive_calls_get parameters: [] responses: '200': content: application/json: schema: properties: data: items: $ref: '#/components/schemas/PublicPassiveCall' type: array 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: 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 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 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 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, or a new ticket it created. 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 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 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.