--- title: "Set up Second Chance Leads for Basic Phones" slug: "set-up-second-chance-leads-for-basic-phones" updated: 2026-10-15T01:25:36Z published: 2026-10-15T01:25:36Z canonical: "help.servicetitan.com/set-up-second-chance-leads-for-basic-phones" --- > ## 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 Second Chance Leads for Basic Phones ## Overview Customize your Second Chance Leads experience with settings and enable *Second Chance Leads* permissions for your employees. --- ### #### Who uses this feature - Administrators and call center managers #### Feature configuration - [Call Recordings](/construction/docs/call-recording-settings-for-basic-phone-integration) must be enabled and configured for Second Chance Leads to function. Depending on your package, you may not have access to this feature. Contact your Customer Success Manager (CSM) or Account Manager for assistance. ## Things to know - Second Chance Leads is available to those on Basic Phones and Phones Pro. Setup steps vary slightly depending on which version you're using. For more, see [Set up Second Chance Leads for Phones Pro](/construction/docs/set-up-second-chance-leads-for-phones-pro) and [Set up Second Chance Leads for Basic Phones](/construction/docs/set-up-second-chance-leads-for-basic-phones). - If using Phones Pro, turn on [Voice Intelligence](/construction/docs/evaluate-employees-using-the-voice-intelligence-call-summary) to maximize the effectiveness of Second Chance Leads. ## Second Chance Leads settings Use *Second Chance Leads* settings to turn the feature on or off and customize how the feature works. ![Settings for Second Chance Leads, including call time and employee access permissions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-82mz44p5.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) To enable Second Chance Leads: 1. Go to the navigation bar and click **Calls**. 2. In the side menu, click **Second Chance Leads**. 3. On the *Second Chance Leads* screen that opens, click **Get Started**. ![Welcome Aboard! Start setting up Second Chance leads on the ServiceTitan Settings page.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1773321958761.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) 4. Next to *Enable Second Chance Leads*, use the toggle to turn the feature on or off. By default, this feature is disabled. ![Instructions to enable Second Chance Leads feature for potential customer calls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-l9b4td4v.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) You can also update the following settings to customize your Second Chance Leads: - **After Call Work Time (in minutes):** Click **Edit** to select how much time each agent has to classify a call after it ends. After the set amount of time, the calls are reviewed to see if it's a Second Chance Lead. The default time is 5 minutes. > [!TIP] > **Tip:** Make sure you're selecting an adequate time for your needs. If you set it for too much time, for example over an hour, you'll likely lose out on the chance to save the call, as the customer may have already found another company to provide service. If you set this to too short, for example, less than 5 minutes, it's likely the agent may still be wrapping up booking the job even though the call has ended. This may generate an unnecessary second chance lead, which you'll need to manually update. ![Dropdown menu showing options for selecting after call work time, highlighting five minutes.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-c40hfdvb.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) When finished, click **Save**. - **Cold Leads:** The Cold Leads setting lets you decide how many days should pass before the lead is considered cold. After the time period, the lead moves to the *Cold* tab on the Second Chance Leads table. Click **Edit** to set how many days (1-14) should pass before an SCL is considered cold. The default is 7 days. ![Dropdown menu for selecting days to consider a lead as cold in a system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-jgu4cgx7.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D)When finished, click **Save**. - The *Employees with Access to Second Chance Leads* section lists all employees who have access to Second Chance Leads. ![List of employees with access to second chance leads, highlighting Allen Smith.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-auy3bqhu.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D)Click on the **Employee Name** in the list to update the individual employee's access level permission. Click **All Employee Permissions** to access the *Employees* screen where you can make changes to your [employees' permissions](/construction/docs/set-permissions-for-an-individual-employee-or-technician-1). ## Second Chance Leads permissions There are two options to set *Second Chance Leads* permissions: > [!NOTE] > **Note:** The *View Second Chance Leads* permission is automatically granted to administrators. ### Enable permissions by role 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=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) . 2. In the side panel, go to **People > Role Permissions**. 3. Click **Edit** next to the desired employee role. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-ik27p5yo.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D)The *Edit Role* screen opens. 4. In the *Calls* section under *Job Booking & Dispatching*, select the **View Second Chance Leads** permission. ![List of employee roles with an option to edit each role displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-1r2lgxp2.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) 5. When you're finished, click **Save Changes**. ### Enable individual employee permission 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=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) . 2. In the side panel, go to **People > Employees**. 3. Under *Employees*, click **Edit** for the employee whose permissions you want to set. ![Employee management interface displaying names, usernames, roles, and action options for editing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-o5apepst.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) 4. Click the **Permissions** tab. 5. In the *Calls* section under *Job Booking & Dispatching*, select the **View Second Chance Leads** permission. ![Permissions for call management including options for detaching and editing calls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-gf2nugko.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) 6. When you're finished, click **Save Changes**. ## Second Chance Leads notifications You can enable personal notifications to get alerts about new second chance leads. 1. Go to **Call Booking** in the main navigation menu. 2. In the side menu, click **Preferences**. The *Preferences* page opens. 3. In the *Second Chance Leads* section, set how you want to be notified when a new second chance lead is identified: ![User selects notification preferences for Second Chance Leads in ServiceTitan settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-basic-phones-image-ouinxspr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) 1. In-app notification 2. Text 3. Email 4. When you're done, click the ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-close.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A23Z&se=2026-10-31T02%3A36%3A23Z&sr=c&sp=r&sig=hSHOLsCys5qkocWDaI%2B7FFFjPS1nIA7V7ULrrU0yLyk%3D) to close the window. > [!NOTE] > **Note:** Your notification preferences apply only to your personal ServiceTitan account and do not affect the entire company. ## FAQ #### Why should I use Second Chance Leads? Powered by [Titan Intelligence (TI)](/construction/docs/titan-intelligence-overview), Second Chance Leads is a feature that automatically reviews and flags Unbooked calls that we believe can be saved with a quick follow up call back to the homeowner. #### 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](/construction/docs/enable-second-chance-leads-for-basic-phones). Second Chance Leads is automatically available to anyone using [Phones Pro](/construction/docs/phones-pro-home). To get started with Phones Pro, request a demo by clicking **Get Started** on our [Pro Products page](https://www.servicetitan.com/features/pro), 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 feature 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. ## Want to learn more? - See [Review Second Chance Leads](/construction/docs/review-second-chance-leads) - See [Use Second Chance Leads as a CSR](/construction/docs/use-second-chance-leads-as-a-csr) Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [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) Time a CSR has after hanging up to log notes and classify the call before the next one connects. **What it does:** Gives CSRs structured wrap-up time after each call, reducing errors and ensuring accurate data entry. **Also called:** Post-call wrap-up time **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ACW 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)