--- title: "AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro" slug: "ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro" updated: 2026-10-15T01:06:08Z published: 2026-10-15T01:06:08Z canonical: "help.servicetitan.com/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro ## Overview ServiceTitan's Voice Agent (VA) transforms customer service by automating routine tasks and ensuring uninterrupted support during off-hours and emergencies. Powered by [Titan Intelligence (TI)](/construction/docs/titan-intelligence-overview) and natural language processing, the voice agent enhances your call center efficiency by automating job bookings. Follow the steps below to successfully set up your voice agent. - [Step 1: Purchase voice agent](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#step-1-purchase-voice-agent) - [Step 2: Configure your voice agent settings](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#step-2-configure-your-voice-agent-settings) > [!NOTE] > You can also configure your agents from *Virtual Agents > Agent Settings*. Your existing Voice Agent settings will remain available here under *Settings*. - [Step 3: Test your voice agent setup](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#step-3-test-your-voice-agent-setup) - [Step 4: Integrate voice agent to your routing](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#step-4-integrate-voice-agent-to-your-routing) --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, click [here](https://plg.servicetitan.com/va). - The *Enable Default Call Type* Feature Configuration is not compatible with this feature. Please turn it off in [Feature Configurations](https://go.servicetitan.com/#/Settings/FeatureConfigurations). - The *Forwarding Number Settings* and *Phone Settings* permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area. - ServiceTitan provides you with a *Voice Agent Forwarding Number* for routing calls to a voice agent, either as a primary forwarding or emergency backup number. Customers should *not* dial the voice agent number directly as these calls won’t be logged in the **Search > Calls** section of your ServiceTitan account. - To control which Business Units or Job Types the voice agent can book, email our team at [virtual-agent-st-team@servicetitan.com](mailto:virtual-agent-st-team@servicetitan.com) and request a manual whitelist or blacklist update. - Billing starts after you start using the voice agent. Any test calls you place with the voice agent will be included in your bill. - Set up [Adaptive Capacity](/v1/docs/adaptive-capacity-overview-learn-how-it-works) first before allowing the voice agent to book jobs. This ensures accurate availability and assigns the correct Business Unit and Job Type. - The voice agent automatically plays a pre-defined disclaimer at the end of every call where an appointment is scheduled. This disclaimer informs customers about potential service or diagnostic fees. It is not visible through a ServiceTitan account, so businesses should be aware of its content. ## Use cases - **Setup and customization**: You can customize the voice agent and business names, and adjust opening and closing messages to reflect your company’s tone and style. - **Overflow, afterhours, and emergency call coverage**: The voice agent takes care of overflow calls when agents are busy, addresses after hours calls, and maintains service during outages through [Emergency Fallback](/construction/docs/edit-and-enable-emergency-phones-fallback) / [Call Continuity](/construction/docs/phones-pro-and-dialpad-outage-standard-procedure). - **Data collection and usage**: The voice agent accesses company data during customer interactions to identify Customer Records, record key details, and facilitate follow-ups. It can: - Create and update customer records. - Verify and confirm existing customer and appointment information. - Book appointments based on customer needs using [Adaptive Capacity](/v1/docs/adaptive-capacity-overview-learn-how-it-works), [Business Units](/construction/docs/add-and-edit-business-units-3) and [Job Types](/construction/docs/set-up-and-use-job-types). - Confirm existing appointments and reschedule them when needed. - Respond to the customer for any cases it cannot handle, take a message and inform the customer a follow-up is coming. - Automatically classify [call types](/construction/docs/understand-call-classifications) – for example, *Excused* or *Unbooked* – and assign [call reasons](/construction/docs/set-up-call-reasons) for Unbooked calls based on AI analysis of the call transcript. - **Membership recognition and Recurring services:** For customers with an active membership, the voice agent personalizes the call greeting and books eligible jobs against Recurring service events instead of one-off jobs. - **Escalation handling:** When a call is outside the voice agent’s scope, it escalates to a live agent. Escalation occurs when: - The caller requests a live agent. - The system detects frustration. - The caller requests an unsupported feature (for example, canceling appointments). ## Step 1: Purchase voice agent If your position is set to *Business Owner* or *General Manager* in [Settings](https://go.servicetitan.com/#/Settings/employees), you can purchase the voice agent easily through an [online purchase flow](https://plg.servicetitan.com/va). 1. Go to the [AI Voice Agent purchase flow](https://plg.servicetitan.com/va) to get started. 2. In the *Pricing* section, click **Add to Cart**, and then **Proceed to Checkout**. ![AI Voice Agent pricing details with promotional offers and subscription options displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-129zkk1h.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 3. On the *Checkout* screen that opens, review your order. 4. Verify your **Company Legal Name** and check the box to agree to the terms of use. ![Checkout page for AI Voice Agent with billing details and company name input.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-yqj50nyt.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 5. On the *Review Terms* screen that opens, review the terms and conditions, then click **I Agree**. > [!TIP] > **Tip:** Scroll to the bottom of the page to activate the button; it won't be clickable until you do. 6. When finished, click **Place Order**. The system indicates that you’ve successfully purchased the voice agent feature. Click **Start Setup** to configure your voice agent settings. ![Order confirmation screen with a call to action to start setup process.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-k6e45tk8.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) > [!NOTE] > **Note:** Billing starts after you start using the voice agent. You need to set up your account without delay. ## Step 2: Configure your Voice Agent Settings After purchasing the voice agent, complete the initial setup. 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D). 2. In the side panel, go to **Phones** or **Phones Pro** **>** **Voice Agent Settings**. 3. On the *Voice Agent* screen that opens, fill out the necessary information. 1. **Persona:** Define the agent's name, business name, and knowledge base files. 2. **Transcript:** Set your call flow, opening and closing messages, custom follow-up questions, objection handling, and dispatch fee messaging. 3. **Skills and Capabilities:** Control which scheduling actions the agent can perform. 4. **Job Types and Dispatch Fees:** Select which job types the agent can book and how dispatch fees are communicated. 5. **Escalation and Rules:** Configure live agent escalation, escalation triggers and call routing paths. ![Overview of voice agent settings including persona, skills, and escalation rules.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---set-up-ai-voice-agent-for-basic-phones-and-phones-pro-2-image-5sl0hzg6.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) ## Step 3: Test your voice agent setup To ensure the voice agent is set up correctly, test it by forwarding calls to just one tracking number first. You should use a number in your reserve pool that hasn’t been advertised yet or get a new number. When you confirm it’s working as expected, configure the rest of your call routes. > [!NOTE] > **Note:** Any test calls you place with the voice agent will be included in your bill. First, copy the *Voice Agent Forwarding Number* from the *Voice Agent Settings* section to use it in your call routing. ![Voice agent forwarding number displayed with a clickable phone icon for easy access.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-z4yx39yy.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) #### Basic Phones 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) . 2. In the side panel, go to **Phones > Phone Numbers**. 3. Select an existing number or [create a new one](/construction/docs/add-or-edit-tracking-numbers). 4. In the *Set Forwarding Number* section, enter your **Voice Agent Forwarding Number**. 5. When finished, click **Save** or **Add Number** for newly added numbers. ![Interface for setting a forwarding number and call type options in a communication app.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-dsi6x7h4.jpg?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 6. Place a call to the tracking number and check if the call gets connected to a voice agent. #### Phones Pro 1. In [Dialpad](https://dialpad.com/officesettings), go to **Admin Settings > Main Line**, **Call Center**, or **Department** (depending on your setup). 2. Click **Business Hours & Call Routing**, and then **Edit Call Routing**. 3. In the *Routing Options* section, select **Other routing options > To a team member, room phone, or external number**. 4. Enter the *Voice Agent Forwarding Number* to ensure unanswered calls are forwarded accordingly and press **Enter** to save the changes. ![Options for directing calls, highlighting the choice to find a team member.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-069l5y1k.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 5. Place test calls to a tracking number to ensure the call gets connected to a voice agent. ## Step 4: Integrate voice agent to your routing Decide when to let the AI voice agent handle calls. Common scenarios include: - [Option 1: Overflow and after-hours calls](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#option-1-overflow-and-afterhours-calls) - [Option 2: Emergency fallback / Call continuity](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro#option-2-emergency-fallback-call-continuity) ### Option 1: Overflow and after-hours calls When agents are busy or it’s after work hours, the voice agent can answer calls so you don’t miss any service opportunities. #### Basic Phones 1. Contact your phone provider. 2. Provide the *Voice Agent Forwarding Number*. 3. Ask them to forward overflow and after-hours calls to that number. #### Phones Pro: Overflow routing 1. In [Dialpad](https://dialpad.com/officesettings), go to **Admin Settings > Main Line**, **Call Center**, or **Department** (depending on your setup). 2. Click **Business Hours & Call Routing**, and then **Edit Call Routing**. 3. Scroll down and find the **Fallback Options** section. ![Options for call handling when no operators are available, with a highlighted selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-1qlne4xh.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 4. Select **To a team member / room phone / external number** and enter the *Voice Agent Forwarding Number* to ensure unanswered calls are forwarded accordingly. 5. Press **Enter** to save the changes. #### Phones Pro: After-hours routing 1. In [Dialpad](https://dialpad.com/officesettings), go to **Admin Settings > Main Line**, **Call Center**, or **Department** (depending on your setup). 2. Click **Business Hours & Call Routing**, and then **Edit Call Routing**. 3. In the *Call Routing* flyout that opens, select **Closed hours routing**. ![Interface showing call routing options for open and closed hours settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-az97jvky.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 4. In the *Routing Options* section, select **Other routing options > To a team member, room phone, or external number**. 5. Enter the *Voice Agent Forwarding Number* to ensure unanswered calls are forwarded accordingly and press **Enter** to save the changes. 6. Press **Enter** to save the changes. ### Option 2: Emergency fallback / Call continuity If you want to use the AI voice agent as a backup during an outage, you can set it up immediately so it's ready when you need it. #### Basic Phones 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) . 2. In the side panel, go to **Phones > Emergency Fallback**. 3. Ensure the *Enable Phones Fallback* toggle is off. 4. Enable the **Add ServiceTitan Voice Agent** toggle. 5. Enter your **Voice Agent Forwarding Number**. ![Settings for emergency phone numbers and ServiceTitan Voice Agent configuration.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro-image-pkby46n6.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) If you ever enable [Emergency Fallback](/construction/docs/edit-and-enable-emergency-phones-fallback), the system simultaneously dials the *Emergency Fallback* and *Voice Agent* numbers to ensure calls are answered more reliably. > [!WARNING] > **Caution:** Enable Emergency Fallback only if your system experiences an outage. Do not enable it if your phones are working as expected. #### Phones Pro 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) . 2. In the side panel, go to **Phones Pro > Call Continuity**. 3. Ensure the *Call Continuity* toggle is off. 4. Select **ServiceTitan Voice Agent Number**. ![Settings for call continuity and default numbers in a phone system interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---set-up-ai-voice-agent-for-basic-phones-and-phones-pro-2-image-772qcwdy.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A25Z&se=2026-10-31T03%3A40%3A25Z&sr=c&sp=r&sig=galpDlb4TMOOmqXi6E5fezdTebyF2MJi%2BGe%2FtPlZYDQ%3D) 5. In the confirmation pop-up, click **Yes, Switch to Voice Agent Number**. When [Call Continuity](/construction/docs/phones-pro-and-dialpad-outage-standard-procedure) is enabled, the system automatically updates the *Set Call Continuity Number* and dials the *Voice Agent Forwarding Number*. > [!WARNING] > **Caution:** Enable Call Continuity only if your system experiences an outage. Do not enable Call Continuity if your phones are working as they should. After configuring your voice agent settings, review [Use AI Voice Agent as a CSR](/construction/docs/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr) to learn how to monitor voice agent activity and follow up on voice agent calls. ## Want to learn more? - See [Phones](/construction/docs/phones-home) - See [Phones Pro](/construction/docs/phones-pro-home) - See [AI Voice Agent for Basic Phones and Phones Pro - FAQ](/construction/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The package of service visits included with a membership. When you sell a membership, recurring services are attached to the customer service location with details including start dates, service recurrence, and preferred technician. These details are used to create recurring service events. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Recurring service events appear in Follow Ups where they can be booked into jobs. They are scheduled based on the frequency details of a service location's recurring services. The recurring service event includes details from the recurring service to help job booking. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)