> ## 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.

# Phone Agent

> Handle inbound calls with an AI agent — caller-ID lookup, natural-language information gathering, PSA ticket creation, optional call transfer. After-hours and overflow patterns included.

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.

## 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:

<iframe className="w-full aspect-video rounded-xl" src="https://www.loom.com/embed/0de259187807444c86cef5d42397adc4?sid=377a3ef3-09b9-4ec2-ab55-46ea53eb2ada" title="Workflows Demo" allowFullScreen />

## 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

<Info>
  For accurate company/contact attribution after ticket creation, pair with a Ticket Triage workflow to analyze transcripts and update fields as needed.
</Info>

## Common Use Cases

These are the most common scenarios where we see MSPs deploying our Phone Agent.

<AccordionGroup>
  <Accordion title="Answering calls after hours">
    Instead of routing users to a an automated voicemail, Phone Agent can answer calls after hours, ensuring your clients always have access to support.
  </Accordion>

  <Accordion title="Answering calls during overflow">
    When your technicians are busy, Phone Agent can answer calls during overflow, ensuring your clients always have access to support.
  </Accordion>
</AccordionGroup>