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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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Common Use Cases

These are the most common scenarios where we see MSPs deploying our Phone Agent.
Instead of routing users to a 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.