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The Phone Agent handles incoming calls for end users. It acts as the first point of contact, interacts naturally with callers, gathers necessary information, and integrates directly with your PSA to manage support tickets.

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Building Your First Phone Agent

Watch the following video to get started with setting up your first Phone Agent with Neo Agent in less than 5 minutes:

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The Call Journey

  1. Call routing & pickup from your VoIP rules to the Neo number
  2. Caller identification using the incoming phone number (Caller ID)
  3. AI interaction with professional greeting and clarification
  4. Understanding the request through active listening and questions
  5. Optional call transfer to designated numbers when configured
  6. Gathering caller information for new tickets (company name, full name). If not provided, proceed with available details and explain why information is helpful
  7. Company matching against your PSA: the spoken company name is matched to your synced company list — including names spelled letter by letter or with a spelling alphabet (“V as in Victor”). Confident matches attach the ticket to that company; for uncertain matches the agent reads back the closest candidates and asks the caller to confirm
  8. Ticket creation in your PSA with thorough issue details and a provided ticket ID. If the company cannot be determined, tickets use the Default Company from PSA settings
For accurate company/contact attribution after ticket creation, pair with a Ticket Triage workflow to analyze transcripts and update fields as needed.

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PSA Ticket Settings

Each Phone Agent creates tickets in your PSA using its PSA settings — the destination board/queue, initial status, default company, ticket source, and an optional Priority (leave unset to let the PSA assign its default). Edit these from the Phone Agent settings dialog on the dashboard.
Halo — Urgency and Impact. Some Halo instances make Urgency and Impact mandatory when a ticket is created. If yours does, set a default Urgency and Impact in the Phone Agent’s PSA settings so calls can create tickets — leave either as “Use PSA default” to let Halo decide. These two fields appear only for Halo tenants (ConnectWise and Autotask don’t use them on create). Without them on a Halo instance that requires them, ticket creation — including the post-call transcript fallback — fails with Impact is mandatory / Urgency is mandatory.

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Transferring a Call to a Person

Enable Transfer Call in the agent’s tools, then say in the Custom Instructions when to transfer and which number to use — for example “If the caller asks for a person, transfer them to +1 555 123 4567”. Write the number in full international format: a +, the country code, then the number. Local formats work too — spaces, dashes, brackets and dots are removed, and a number with no + gets the country code of the agent’s own phone number, so (555) 123-4567 on a US agent dials +15551234567. Two habits cause a transfer to reach nobody:
  • Writing the country code without a +. 1 555 123 4567 is read as a national number, so the country code is added on top of it and the call goes nowhere. Write +1 555 123 4567.
  • Adding an extension. +1 555 123 4567 ext 12 puts the extension digits into the number itself. Give the main number only.
When you save the settings, Neo reads the phone numbers in your instructions and checks each one. If a number would not reach anybody, a window opens before the save and shows what a transfer would dial for every number it found. You can go back and correct it, or save anyway — the choice is yours, and Neo never refuses the save. If a call transfer does fail, the agent tells the caller only that it could not connect the call, then offers to take a message or raise a ticket. It never tells the caller that the person was unavailable or did not answer, because it cannot tell a busy line from a fault. When the transfer number itself is at fault, an Action Required message appears in your Neo inbox naming the number to fix.

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Common Use Cases

These are the most common scenarios where we see MSPs deploying our Phone Agent.
Instead of routing users to an automated voicemail, Phone Agent can answer calls after hours, ensuring your clients always have access to support.
When your technicians are busy, Phone Agent can answer calls during overflow, ensuring your clients always have access to support.

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What the Phone Agent Costs

Two parts, and both appear on the invoice you already get. Because minutes come out of your plan allowance, a busy phone month shows up the way any busy month does: your credits run down sooner. You can watch it under Billing, and see the split by workflow, agent and phone usage on the Performance & Cost page. If you have agreed a different price with us — a plan that already includes the Phone Agent, for example — that is what you are charged, and your monthly fee may be zero.

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What Happens to Your Numbers if the Add-On Stops

Your phone numbers belong to your Phone Agent subscription. If that subscription ends — you cancel it, or a card fails and Stripe stops retrying — Neo pauses the numbers instead of giving them back straight away.
1

The numbers are suspended

Calls stop reaching the agent, and the numbers no longer appear as active in your dashboard. Nothing is lost: Neo keeps renting each number from the carrier, and you keep the same rows in your Phone Agent settings.
2

You have 14 days to come back

Restart the add-on inside that window and every suspended number switches back on by itself, with the same digits and the same settings. You do not need to ask anyone, and there is nothing to reconfigure.
3

After 14 days the numbers are released

The carrier takes each number back into its public pool. This step cannot be undone. If you restart the add-on later, you get new numbers, and you must tell your clients the old ones no longer work.
A number you switch off yourself is treated the same way once the add-on stops. Neo pays the carrier for a paused number exactly as it does for an active one, so a paused number is suspended alongside the rest and follows the same 14-day clock.