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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. 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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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.