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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
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 caller ID matched a contact in your PSA; the caller ID and call ID 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. 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.