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Second Chance Leads Home

  • Updated on Jun 10, 2026
  • Published on Apr 28, 2026
  • 4 minute(s) read
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Second Chance Leads

Second Chance Leads helps you recover lost opportunities by automatically reviewing unbooked, "not a lead," and excused calls to identify those most likely to be saved with a quick follow-up.

Product overview

See Second Chance Leads in action

Watch how Second Chance Leads automatically flags unbooked calls and surfaces high-quality recovery opportunities for your team.

Setup

Powered by Titan Intelligence, Second Chance Leads analyzes call recordings after a CSR ends the call and flags only the most promising leads for action — ensuring your team focuses on high-quality opportunities without being overwhelmed by every missed call.

Setup checklist

Required permissions

The View Second Chance Leads permission is required to set up and use Second Chance Leads. Contact your account administrator to have this permission enabled.

Basic Phones setup

If you're using Basic Phones, Second Chance Leads can be purchased directly in ServiceTitan and enabled through your account settings. See Enable Second Chance Leads for Basic Phones and Set up Second Chance Leads for Basic Phones.

Phones Pro setup

With Phones Pro, Second Chance Leads is included by default. Customize your settings to fit your team's needs and performance goals.

Titan Intelligence (TI)

VoiceAI must be enabled on your Phones Pro account to achieve high precision. If transcription is not enabled, Second Chance Leads will not be generated. Enable Voice Intelligence at the company level as well as any call centers, departments, or offices used to answer calls. See Dialpad Ai for more information.

Required access

Phones Pro (included) or Basic Phones (add-on purchase). The View Second Chance Leads permission must be enabled by your account administrator.

Once setup is complete

Your team can review AI-flagged unbooked calls, reach out for quick follow-ups, and recover leads — without manually reviewing every missed call.

Key workflows

Review and act on AI-flagged unbooked calls to recover leads for your business.

Manage Second Chance Leads

Review and act on flagged unbooked calls with Second Chance Leads.

Note: After a Second Chance Lead is created for a specific call, no additional Second Chance Leads will be generated for that phone number for 14 days. This prevents duplicate leads and ensures your team isn't repeatedly following up on the same issue, especially if the customer is already in contact.

Troubleshooting & FAQ

Quick solutions to common issues and answers to frequently asked questions.

Frequently Asked Questions

Common questions about Second Chance Leads setup, access, and how it works with Titan Intelligence.

Why should I use Second Chance Leads?

Powered by Titan Intelligence (TI), Second Chance Leads automatically reviews and flags unbooked calls that we believe can be saved with a quick follow-up call to the homeowner. Second Chance Leads is available to anyone using Phones Pro or Basic Phones. There is an additional cost for those using Basic Phones.

How does this feature use Titan Intelligence?

Second Chance Leads uses a machine learning algorithm to review transcriptions of calls and classify them as a lead or not a lead based on voice activity and keyword filtering.

How can I get access to Second Chance Leads?

If you're using Basic Phones, you can purchase Second Chance Leads directly in ServiceTitan. To get started, go to Calls > Second Chance Leads. For more, see Enable Second Chance Leads.

Second Chance Leads is automatically available to anyone using Phones Pro. To get started with Phones Pro, request a demo by clicking Get Started on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).

Is there an additional cost for Second Chance Leads?

Second Chance Leads is included at no extra cost with your Phones Pro subscription. For Basic Phones, it's available for purchase through your ServiceTitan account, with pricing based on your call volume.

How does Second Chance Leads work if we also use Leads from Unbooked Calls and Bookings?

Second Chance Leads are generated from calls that are unbooked, excused, or marked as not a lead. The feature Leads from Unbooked Calls and Bookings creates follow-up leads when your agents classify calls and manually log that a follow-up is needed. Second Chance Leads can be used concurrently with this feature.

How do Leads from unbooked calls work with Second Chance Leads?

SCL's are generated from calls that are unbooked, excused, or marked as not a lead. We recommend keeping leads on in your Follow Up tab as those are Leads that are manually generated by your team.

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