Phone Intake Agent

The Phone Intake Agent (Phone Agent) answers support calls, identifies the caller against your PSA, asks the clarifying questions a technician would, and opens a complete ticket while the caller is still on the line. Its job is accurate intake, not resolution — the ticket then goes through the same Intake and Triage steps as an email or portal ticket.

What it does

• Identifies the caller. The caller’s number is matched against contact records in your PSA. Several contacts on one number are disambiguated by company. An unrecognized caller still gets handled: the agent collects name, company and callback number and flags the ticket as unverified.
• Understands the issue. It asks what’s affected, since when, and what changed, rather than transcribing a vague complaint.
• Opens the ticket during the call. Category, urgency, callback number and a structured description are captured as fields, and the ticket number is read back to the caller before they hang up.
• Handles existing tickets. When a caller gives a ticket number, the agent adds a note to that ticket instead of opening a new one, and can read back the ticket’s status to a verified caller.
• Closes the loop. When the call ends, the full transcript and a summary are added to the ticket.
• Escalates on purpose. VIP callers, anything the agent isn’t confident about, and unverified callers on sensitive requests are transferred to a human or flagged clearly.

What triggers it

A call that your phone system forwards to the agent. The agent doesn’t decide which calls it gets — your PBX does, using the conditions it already knows (time of day, queue status, caller ID). Typical starting points are after-hours calls, overflow when every line is busy, or a separate test number. You don’t need to replace your phone system or your support number.

Configuration

Each tenant’s behavior is configured on top of one centrally maintained voice agent:

• Script and persona, including the greeting.
• Triage flow and contact-collection guidance.
• VIP handling and escalation policy.
• The human number calls are transferred to.
• The queue where phone tickets are created (for example, your Level 1 queue, so your normal routing takes over).
• How the call is closed.

Ask for call logs and recordings from day one so you can review how the agent handled real callers. To set it up and forward calls from your phone system, follow the Phone Intake Setup Guide. Work with your Mizo contact on the first configuration, and see Route phone calls to an on-call technician for escalation.

Human-in-the-loop vs autonomous

The Phone Agent runs autonomously during the call. Human involvement comes from transfers: callers who ask for a person, VIP contacts, genuine emergencies and anything the agent can’t confirm are routed to a human based on your policy. Identity matters here — status readbacks and anything touching an account are reserved for verified callers. See the End-User Verification Agent.

What’s written to the ticket

• A new ticket in the queue you chose, with category, urgency, callback number and a structured description — or a note on the existing ticket the caller referenced.
• The full call transcript and a summary.
• An “unverified” flag when the caller couldn’t be matched to a contact.

Supported PSAs

ConnectWise PSA, Autotask and HaloPSA.

Recommended rollout

1. Call a test number with realistic scenarios — angry callers, vague callers, callers who give the wrong company.
2. Route after-hours calls and review every call the next morning.
3. Add overflow during business hours.
4. Review calls handled without transfer, ticket quality and escalation accuracy before expanding to the full line.

Before routing real calls, count your actual call volume from your PBX call records (including abandoned and voicemail calls) rather than from ticket counts.