--- title: "Set up Call Playbooks and review job mismatches in Voice Intelligence" slug: "set-up-call-playbooks-and-review-job-mismatches-in-voice-intelligence" updated: 2026-10-23T17:58:17Z published: 2026-10-23T17:58:17Z canonical: "help.servicetitan.com/set-up-call-playbooks-and-review-job-mismatches-in-voice-intelligence" --- > ## 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. # Set up Call Playbooks and review job mismatches in Voice Intelligence > [!WARNING] > **Coming soon** > > Release ST-82 ## Overview Voice Intelligence checks whether the job booked from a call matches what the call was about. When the job type or business unit doesn't match, the call gets a *Job Mismatch* flag. Managers can accept the suggested values to fix the job without re-listening to the call. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Private Preview and available for specific accounts. It is subject to change. To learn more, contact your Customer Success Manager (CSM). - The following permissions are required to use this feature. Please contact the account administrator on your team. - *View the Call Playbook Page* - *Edit the Call Playbook Page* - *Accept / Reject Job Suggestion* - on by default for all users ## Things to know - Voice Intelligence predicts a job type and business unit for every call it marks bookable, whether or not a job was booked. - Call Playbooks descriptions are shared with Voice Agent, so you only write them once. Descriptions you already wrote for Voice Agent appear in Call Playbooks. - If your business units are filtered by zone and the customer's zip code can't be found, Voice Intelligence doesn't predict a business unit and explains why. - Until a suggestion is accepted or declined, it follows whichever job is linked to the call now. Once accepted or declined, the result is locked. - Accept and Decline apply to all suggested values at once. You can't accept some values and decline others. - Trades and custom fields aren't included yet. ## Best practices - Write a clear description for each job type, business unit, and tag. Descriptions are optional, but better descriptions lead to better suggestions. - Remove the *Accept / Reject Job Suggestion* permission from anyone who shouldn't change jobs. It's on for all users by default. - Check the unreviewed job mismatch count in *Insights* regularly, and use the per-CSR mismatch chart to coach booking accuracy. ## Use cases - A CSR books a water heater replacement call under a repair job type. Voice Intelligence flags the mismatch, and a manager accepts the suggested job type so dispatch and reporting are correct. - A manager notices one CSR has many job mismatch flags. The acceptance rate shows the flags are accurate, so the manager coaches that CSR on choosing business units. ## Step 1: Describe your job types, business units, and tags in Call Playbooks 1. Go to the top toolbar and click **Settings**. 2. In the side panel, go to **Voice Intelligence > Call Playbooks**. > [!NOTE] > **Note:** In Contact Center Pro, the **Call Playbooks** tab in Voice Intelligence settings opens the same page. 3. Click the **Job Types**, **Business Units**, or **Tags** tab. 4. For each item, enter a plain-language **Description** of what it means for your business, up to 500 characters. 5. When finished, save your changes. ## Step 2: Review job mismatches in Call Analysis 1. In the navigation bar, go to **Calls > Call Analysis**. 2. Filter the table by the *Job Mismatch* flag. 3. Click a flagged call. In the *Call Details* panel, the suggested job type and business unit appear under the job number. 4. Click **Accept** to update the job with the suggested values, or **Decline** to leave the job as it is. Either way, the call is marked reviewed, and the decision is added to the call's audit history with who made it and when. ![Job information screen compares current and suggested plumbing classifications, tags, revenue, and acceptance controls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/download(1).png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A35Z&se=2026-10-31T03%3A40%3A35Z&sr=c&sp=r&sig=nDhjsSAEZr%2FjWIFw7%2BQTUS1uEglnwiOhuPZF25I1Vfc%3D) 5. If the job is on hold, in progress, or completed and the business unit changes, choose whether to also update the business unit on the job's invoice items: **Yes, update invoice item's business unit**, **No, do not update**, or **Cancel**. > [!NOTE] > **Note:** On a bookable call with no job, the predicted values are shown for reference only. If the job is unlinked from the call, the suggestion stays on the call with a *Job [number] detached* note, and **Accept** returns if the job is linked again. ## Track job mismatches in Insights - The *Overview* tab shows the count of unreviewed job mismatches. - The *Opportunity vs Loss* tab shows job mismatch flags per CSR with the acceptance rate, and job type counts split by booked and unbooked calls. - A job type and business unit filter works across all *Insights* pages and the *Call Analysis* table. ## Want to learn more? - See [View and manage Call Analysis in ServiceTitan](/construction/docs/view-and-manage-call-analysis-in-servicetitan) - See [View and manage Insights in ServiceTitan](/construction/docs/view-and-manage-insights-in-servicetitan) - See [Voice Agent: Job type description library](/construction/docs/voice-agent-job-type-description-library)