--- title: "Voice Agent: Escalation path setup guide" slug: "escalation-path-setup-guide" updated: 2026-10-21T14:09:48Z published: 2026-10-21T14:09:48Z canonical: "help.servicetitan.com/escalation-path-setup-guide" --- > ## 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. # Voice Agent: Escalation path setup guide **Setup Guide** # **Escalation Path Setup Guide** How to set up your Voice Agent's (VA) escalation paths so every caller gets to the right person — not back into a queue. What are escalation paths? Your Voice Agent (VA) can transfer callers to a specific person or number based on what they're calling about — before it ever loops back to a general CSR queue. Think of it as an AI receptionist that already knows where to send people. Why it matters Without custom paths, all escalations route to a single number, requiring your CSR to re-triage each call. Custom paths eliminate that extra step by sending callers directly to the right destination. **1** ## **Where to Set This Up** In ServiceTitan, go to: **Virtual Agents → Agent Settings → select your agent → Escalation and Rules → Escalation Paths** Click **Add Path** to create a new escalation route. Give each path a **Label** (internal name — customers don't see this). Add the **Keywords** that will trigger it — these are words or phrases the customer says. Enter the **Phone Number** or **Queue** the call should route to. Write a short **Transfer Message** — what the VA says to the customer before connecting them. **Save**, then test by calling in and saying one of your trigger keywords. **2** ## **Escalation Path Examples** Here are the most common paths we set up with customers — with example keywords and transfer scripts you can copy directly. **Billing & Invoices** **Trigger keywords** billing, balance due, charge on my account, refund, question about billing **Route to** [Billing contact name] at [billing phone number or extension] **What the VA says before transferring** *"It sounds like you have a billing question — let me connect you with our billing team right now. One moment."* **Note:** Billing is the #1 custom escalation path we recommend. Your VA can take payment if you are on ST Payments! So routing billing calls to a dedicated person (not back to your CSR queue) saves everyone time if they are not calling about an open invoice or balance. Designate one person as your billing point of contact and use their direct number here. **Careers & Hiring** **Trigger keywords** hiring, job opening, apply, career, job application, looking for work, join your team, is there a position **Route to** HR contact or office manager direct number **What the VA says before transferring** *"It sounds like you're interested in joining our team — let me connect you with the right person. One moment."* **Note:** You can add as many paths as you need. Start with Billing — it's the most impactful. Add more as you see escalation patterns in your VA reporting. Check the top escalation reasons tab monthly and build a new path whenever the same reason keeps surfacing, and you have a new place to route them. **Writing good keywords:** Use plain language — the words your customers actually say, not internal department names. "Balance due" works better than "AR inquiry". Aim for 3–6 keywords per path. **3** ## **Don't Forget Your Default Escalation Number** Separate from custom paths, your VA needs one default escalation destination — this is where calls go when a customer asks for a human but doesn't trigger any specific keyword path. Go to: **Virtual Agents → Agent Settings → select your agent → Escalation and Rules**. Under the **default escalation section**, enter your main CSR queue or a general office number. This is the catch-all. If a caller says "I just want to talk to someone" without using a keyword that matches a custom path, this is where they land. Make sure not to use your main line that routes to your VA for this. If this is an overflow agent, just make sure it routes to a different number. To handle after-hours calls differently, set an **After Hours Action** on each escalation trigger, for example, take a message overnight instead of transferring. For more information, see [Configure escalation triggers and actions for Voice Agent](/construction/docs/configure-escalation-triggers-and-actions-for-voice-agent). Need help? Contact your Product or Sales Retention Specialist for more details. 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)