Never miss a client call, even at 2am.
Neo answers your support line. It can identify the caller and open or update a PSA ticket. After hours it can follow separate rules, such as putting real emergencies through to on-call and ticketing everything else for the morning.
About this feature.
The Neo Phone Agent picks up when your team can't, overnight, on weekends or when the queue is full. It can identify the caller, ask about the issue, open or update a ticket in your PSA, and transfer the call to a technician when your instructions say so. Neo Phone Agent integrates with AI ticket management for MSPs, capturing calls, notes, and actions automatically. Running Autotask? See how Autotask AI integration brings even more automation into your daily workflows.
Different rules after hours.
Give each phone number a second set of instructions for when you're closed. Neo checks the time when a call comes in and uses the right instructions for the whole call.
Your hours, your rules.
Use your workspace working hours, or set custom hours for each number.
Holidays handled.
Each number follows its country's public holidays automatically. You can turn this off for any number.
Emergencies get through.
For example: "Transfer emergencies to the on-call line. For everything else, create a ticket and tell the caller a technician will call back the next business day."
No double logic.
Daytime and after-hours instructions are kept separate, so each one stays short and clear.
See it in action.
How to set up through Neo.
Add a number in the dashboard
Connect your PSA, then pick the board, status, source and default company for new tickets.
Configure Phone Agent Call Forwarding
Set up call forwarding rules in your existing VoIP system (e.g., RingCentral, GoToConnect, Teams Phone) to forward specific calls to the Neo-provided phone number.
Choose a voice
Pick the voice, language, accent and speed, and play a sample before you save.
Write your instructions
Tell Neo how to handle calls during business hours, and when to transfer and to whom. Choose whether to save call recordings and transcripts.
Add after-hours instructions
Turn on after-hours instructions, set your hours and write what Neo should do when you're closed.
Considerations when setting up.
Knows who's calling
On ConnectWise, Autotask and Halo, Neo matches the caller ID to a contact. Otherwise it asks for a name and company and matches them against your PSA.
Warm or blind transfers
A warm transfer briefs the technician first and connects only if they accept. A blind transfer hands the call straight over.
Tickets land complete
Each ticket gets the recording and transcript if you choose to save them.
Shared context
Attach up to 10 MSP-wide memories, such as your list of direct-support customers, to use on every call.
Off without losing the number
Disable the agent to stop answering and keep the number for later.
AI Response Latency
Be aware of inherent AI processing delays (typically 100-200ms, occasionally 1-2 seconds) between the caller finishing speaking and the AI responding, which may feel less natural than human conversation.
Data Storage & Compliance
Consider data storage policies for call recordings and transcriptions, ensuring compliance with relevant regulations for client communications and data privacy.
Frequently asked questions.
How much does it cost?+
What happens on public holidays?+
Can different numbers have different hours?+
Does the agent know what time it is?+
Which PSAs does it work with?+
How does the Neo Phone Agent handle calls it cannot resolve?+
Can we customize the AI's voice and greeting messages?+
How does the agent verify caller identity?+
What happens after a call ends?+
Ready to stop missing after-hours calls?
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