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What it is

Phone Agent centralizes call details, transcripts, and related tickets.
Phone agent table of recent calls

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Key views

  • Call details with transcript and recording
  • Linked tickets and entities
  • Agent and PSA settings
Every row in Call History also shows what the call led to, a minute or two after it ends: the tickets the call created, each labelled Created in call (the agent created it while the caller was on the line) or Created after call (Neo created it after the call, because the agent created none while the caller was on the line) and linked to your PSA when Neo has a link for it, and the number the agent transferred the caller to, with the time. A call with no ticket says No ticket. Calls from before September 2026, and a call still in progress, show a dash, because their outcome was never recorded.

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Filter and export calls

Filters in Call History narrows the list by agent, status, outcome (created a ticket, created no ticket, or transferred), sentiment, date range and phone number. The dates are whole days in your browser’s time zone. Export CSV downloads every call the filters and the search keep, on every page, as one spreadsheet: one row per call, with the agent, both numbers, the start and end times in UTC, the duration, the status, the sentiment, the tickets with their links, the transfer and the full transcript. To pull one agent’s transcripts for a month, pick the agent and the dates in Filters, then click Export CSV. Recordings are not in the file; download each one from its call’s details.
Phone agent details view

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What lands on the ticket

Every ticket Phone Agent creates opens with a caller-identity header:
The Company and Contact lines appear when the agent knows the caller’s company and name. The Identity line says how the agent matched the caller to a contact in your PSA:
  • Identified by caller ID: the number they called from belongs to exactly one contact.
  • Identified by name (not verified): the caller said their company and name, and both matched your PSA.
  • Not matched to a PSA contact: neither worked, so the Contact line, when present, is only the name the caller gave.
Neither match proves who is speaking. A caller ID can be shared or spoofed, and anyone who knows a contact’s name and employer can say them, so treat a sensitive request on the ticket as you would any unverified call. The caller ID, identity and call ID lines are always present. If Save transcription is enabled, the transcript note repeats the caller ID and call ID above the transcript, so a technician working the ticket has the number without opening the dashboard. When the agent transferred the caller, the header adds two lines for each attempt, so a caller who reached voicemail on that line is not mistaken for one who was helped:
After a blind transfer the outcome says the call was handed over without a check of who answered, because the agent left the call. When the caller ends the call while the number is still ringing, it says instead that the caller hung up before they were put through. After a warm transfer it says whether a person took the caller, said no, or whether the call reached voicemail, nobody answered, or the caller hung up before they were put through. After a warm transfer that connected, the transcript note also holds what the caller and the technician said to each other, after a line that marks when the caller was put through: see what the ticket records. This holds whether the agent created the ticket during the call or the caller hung up first — a dropped call still produces a ticket you can call back.

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How many numbers you can have

Each account can hold up to three active phone numbers. The Add Agent button turns off once you reach that number. Contact support if you need more. A number shows as Inactive when you switched it off yourself, Paused when nothing is paying for it at the moment, and Released once the carrier has taken it back. None of the three answers a call, and none counts toward your three, so you can buy a replacement straight away. Adding a number needs an active Phone Agent subscription. If the add-on is part of your plan, it shows on your Billing page as a Phone Agent subscription at no extra charge.

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What happens when your Phone Agent ends

Your numbers stop taking calls as soon as nothing pays for them — your Phone Agent subscription ends, your Neo plan ends, your trial runs out, or your account is switched off. They show as Paused, and callers do not reach your agent. You keep those numbers for 14 days. Start paying again inside that time and they begin answering by themselves within a few minutes, with the same numbers. You do not need to buy anything or ask us to restore them.
After 14 days we give the numbers back to the carrier, which returns each one to its public pool where anybody may buy it. That cannot be reversed. If a number is printed on your website, your vehicles or your signage, talk to us before the 14 days run out.
Once a number shows as Released it is gone. You can still use the Phone Agent by paying again, but you would get a new number. Switching a number off yourself is different again. That is a pause you control — the number stays yours for as long as your Phone Agent subscription runs, no clock starts, and you can switch it back on whenever you like.

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Verification

Place a test call and confirm a call record appears with transcript and linked ticket.