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Live Services Home

  • Updated on Jun 10, 2026
  • Published on Apr 29, 2026
  • 4 minute(s) read
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Live Services

Live Services offers two ways for your customers to reach our trained representatives: Live Voice and Live Chat — available 24/7 to handle calls, bookings, and escalations on your behalf.

Live Services overview

Product overview

See Live Services in action

Live Voice connects customers to your CSRs by phone, while Live Chat lets them reach your agents directly from your website — both available around the clock.

Setup

Live Services helps you deliver exceptional customer service day and night with industry-trained agents available 24/7, increasing revenue by answering all calls and converting them to jobs, with agents booking directly to your ServiceTitan dispatch board.

What you need to get started

Deliver exceptional customer service 24/7

Industry-trained agents handle overflow, after-hours, and weekend calls and chats so no opportunity is missed.

Increase revenue by converting calls to jobs

Agents book directly to your ServiceTitan dispatch board, answering all calls and turning them into booked jobs.

Create workflows for emergency bookings

Prioritize emergency bookings, notify the right team, and ensure no urgent request is missed.

Account configuration required

Reach out to your Customer Success Manager (CSM) for account configuration details and setup assistance.

Once setup is complete

Your CSRs can handle voice and chat bookings, manage escalations, and cover peak seasons and after-hours calls 24/7.

Key workflows

Choose a workflow area to see relevant articles and documentation.

Scheduling Pro / Schedule Engine and Live Services

Scheduling Pro / Schedule Engine and Live Services

Understanding how these three scheduling tools work together.

Scheduling Pro

Scheduling Pro is a modern scheduling tool that provides the smoothest online booking experience for your customers. With Scheduling Pro, you get full control of every aspect of the booking process, from real-time availability, question logic and mapping — all integrated and directly accessible from your ServiceTitan account. Scheduling Pro is available for all ServiceTitan customers using Schedule Engine and is intended to replace that tool on your site.

Schedule Engine (Legacy)

Schedule Engine is a standalone booking platform that is now part of ServiceTitan. Schedule Engine lets customers self-diagnose and book appointments online. It is managed independently of the rest of your ServiceTitan account.

Live Services

Live Services is a human-powered solution that features CSRs handling voice and chat bookings. Ideal for peak seasons or after-hours, Live Services focuses on delivering personalized customer interaction rather than automated scheduling, ensuring no opportunity is missed during busy times.

Scheduling Pro vs Schedule Engine vs Live Services comparison

Integration

Fully integrated into ServiceTitan.

Primary Use Case

Extensive customization, advanced scheduling automation, and full control over the scheduling experience.

Integration

Standalone platform requiring separate credentials.

Primary Use Case

Self-diagnosis of issues and appointment booking with fewer customization options, offering a basic scheduling solution.

Integration

Operates on the Schedule Engine platform.

Primary Use Case

Real-time support by trained agents who manage overflow, after-hours, and weekend calls and chats.

Live Chat

Live Chat

Direct your customers to our industry-trained agents with text-based chat accessible from your website.

FAQ

Common questions about Live Services configuration and agent behavior.

Why are there too many "handoffs" or not enough bookings?

Check to ensure you have no Buffers or Blockers enabled in your Scheduling Pro Dashboard.

Note: This will cause the availability to be pushed out or blocked off for certain days and job types.

Contact Technical Support to determine your current configuration.

What is causing incorrect escalations?

Is your on-call schedule up-to-date on the Schedule Engine Dashboard? We refer to this to determine to whom and how we escalate the issue. If you need additional help, schedule a meeting with your CSM for a quick training.

Which jobs should we be booking? Confirm with Technical Support or your CSM that we have an accurate representation of the types of jobs you would like to book and escalate (for example: No heat, All jobs, Emergencies only, etc.). Also confirm how aggressive or conservative you would like us to be with booking jobs.

How should we be escalating jobs? Options include: Notify, Notify + Book, Notify + Book + Assign.

Do your technicians know how to accept escalations? We send a text with a link to the job in the dashboard. Your technician needs to accept the escalation. Technicians need to call the customer if they can't accept the emergency after hours. If they decline, there is no way to notify the customer who will be expecting a call back or a technician to arrive.

Why do our calls have an incorrect tone or interaction quality?

Schedule a meeting with your CSM so we can determine the root cause of the issue. We want to hear your feedback.

File a ticket with some example interactions: https://support.scheduleengine.com/support/tickets/new

Do Live Agents have direct access to our Field Management Software?

No. If you see availability in your Field Management Software but our Live Agents aren't offering it, it's likely that they haven't made those time slots available in the scheduler.

Ready to get started with Live Services?

Connect with your Customer Success Manager or Pro Account Manager to configure Live Voice and Live Chat for your business.

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