> ## 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

> Resolve calls faster with call transcripts, insights, and ticket links

## What it is

Phone Agent centralizes call details, transcripts, and related tickets.

<Frame>
  <img src="https://mintcdn.com/neoagent/G1PkeWrWjzTWVbma/images/phone-agent-table-1.png?fit=max&auto=format&n=G1PkeWrWjzTWVbma&q=85&s=09eabfb9a1b7659fb9495bfca3df7107" alt="Phone agent table of recent calls" width="3346" height="1762" data-path="images/phone-agent-table-1.png" />
</Frame>

## Key views

* Call details with transcript and recording
* Linked tickets and entities
* Agent and PSA settings

<Frame>
  <img src="https://mintcdn.com/neoagent/G1PkeWrWjzTWVbma/images/phone-agent-details-1.png?fit=max&auto=format&n=G1PkeWrWjzTWVbma&q=85&s=9495bb76c9539b1393f2b8ae8003b673" alt="Phone agent details view" width="3064" height="1624" data-path="images/phone-agent-details-1.png" />
</Frame>

## What lands on the ticket

Every ticket Phone Agent creates opens with a caller-identity header:

```
Company: Contoso Contractors
Contact: Chris Smith
Contact's caller ID: +15550100
Neo Call ID: 58799b1d-4f5a-4b2e-86f0-bb5deb9036d1
```

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.

## 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.

## 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.

<Warning>
  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.
</Warning>

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.

## Verification

<Check>
  Place a test call and confirm a call record appears with transcript and linked ticket.
</Check>