--- title: "Use Interactions in Outbound Virtual Agents" slug: "use-interactions-in-growth-ai" updated: 2026-10-15T01:06:49Z published: 2026-10-15T01:06:49Z canonical: "help.servicetitan.com/use-interactions-in-growth-ai" --- > ## 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. # Use Interactions in Outbound Virtual Agents Overview The *Interactions* page in Outbound Virtual Agents gives administrators and customer service representatives (CSRs) a complete log of every conversation the AI agent has had with leads and customers. From here, you can review message threads and call transcripts, monitor in-progress conversations, and take over a conversation manually when a human needs to step in. *Interactions* make it easy to stay informed about what the AI agent is doing and intervene quickly when needed. --- ### #### Who uses this feature? - Administrators and CSRs - Primarily benefits Residential Service and Replacement - Tailored for Plumbing, HVAC, Electrical, and Garage Door trades #### Feature configuration - To get started with Outbound Virtual Agents, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). - The following permissions are required to use this feature. Please contact the account administrator on your team. - *View Customer Chats*: Required to access the *Interactions* page - *Send Message*: Required to use **Takeover** on interactions - *Listen to Call Recording*: Required to view **call transcripts and recordings** in the interaction detail drawer. Without this, call data is hidden even if the user can see the rest of the interaction. ### ## Things to know - Every interaction the AI agent has — whether via [SMS Agent or Voice Agent](/construction/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) — appears in the Interactions tab, regardless of outcome. - Once you take over a conversation using the **Takeover** button, the AI agent stops responding for that lead. You must continue the conversation manually. - Interactions can be filtered by goal, channel, type, and status. Use the **Escalated Only** toggle to quickly surface interactions that require immediate attention. - The interaction detail drawer shows an AI-generated **Overview Summary**, the full conversation thread, and links to the associated lead, opportunity, and Customer Record. ## Best practices - Review the Interactions page daily, especially in the first weeks after launching a new campaign, to confirm the agent is responding correctly and conversations are progressing as expected. - Use the **Escalated** and **High Activity** counters at the top of the Interactions page as a quick triage tool — these are the conversations most likely to need human attention. - Read the AI-generated **Overview Summary** in the detail drawer before taking over, so you have full context before sending your first message. - After a takeover, use the chat area on the lead record to continue the conversation — the customer will not know the transition happened unless you tell them. ## Use cases - A CSR checks the *Interactions* screen midday and notices a lead has been marked as *Escalated*. They open the detail drawer, read the Overview Summary, click **View Lead**, and continue the booking conversation manually. - An administrator filters by **Status: Abandoned** at the end of the week to identify patterns — such as a specific time of day when leads aren't responding — and uses that insight to adjust the campaign cadence. - A manager opens an individual interaction to review the full SMS conversation thread and confirm the agent handled the conversation correctly before the campaign scales. ## Review the Interactions page 1. Go to the navigation bar and click **Virtual Agents**. 2. Select **Interactions**. 3. At the top of the page, review the summary counters: - **Escalated**: Interactions flagged for escalation based on your [voice agent's escalation rules](/construction/docs/configure-your-voice-agent-settings-in-servicetitan#escalation-triggers) - **High Activity**: Interactions with a high volume of recent messages - **Conversations**: Total number of conversations the agents have had - **Response Rate**: Percentage of leads who replied to at least one message - **Conversion Rate**: Percentage of interactions that resulted in a booked job ![Overview of interactions with leads, showing key metrics like conversations and response rates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-interactions-in-growth-ai-image-pcctqfs6.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A37%3A13Z&se=2026-10-31T02%3A37%3A13Z&sr=c&sp=r&sig=dHwvMAmlHvP5jrOjX5rJwI%2FAlAlKCo69vWveiqnV0Og%3D) ## Filter interactions Use the filters at the top of the interactions list to narrow results. - **Search:** Enter a term to find specific interactions. - **Status:** Filter by the current state of the interaction. - **Outbound:** Filter by outbound campaign (Speed to Lead, Schedule Parts Follow-Up) - **Inbound:** Filter by inbound interaction type. - **Last Channel:** Filter by the channel the agent most recently used to contact the lead (SMS Agent, [Voice Agent](/construction/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq), Chat Agent). This filter is in private preview. - **Last Activity:** Filter by most recent activity time. - **Escalated Only:** Toggle on to show only escalated interactions. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(202).png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A37%3A13Z&se=2026-10-31T02%3A37%3A13Z&sr=c&sp=r&sig=dHwvMAmlHvP5jrOjX5rJwI%2FAlAlKCo69vWveiqnV0Og%3D) ## Interaction statuses Each interaction in the list displays one of the following statuses. **Active statuses** | **Status** | **Description** | | --- | --- | | Started | Outreach has begun; no response yet from the lead | | Active: Hot | Lead is actively engaged and responding quickly | | Active: Warm | Lead has responded but engagement is moderate | | Active: Cool | Lead has responded minimally; engagement is slowing | | Active: Cold | Lead has not responded recently; follow-ups continuing | | Active | General active state | --- **Converted statuses** | **Status** | **Description** | | --- | --- | | Converted: Direct | The AI agent successfully booked a job without human involvement | | Converted: Indirect | A human team member completed the booking after taking over the conversation | | Converted | General converted state | --- **Escalated statuses** | **Status** | **Description** | | --- | --- | | Escalated (Agent Issue) | The agent encountered a problem it could not resolve | | Escalated (Availability) | No[](https://help.servicetitan.com/v1/docs/adaptive-capacity-overview-learn-how-it-works) [Adaptive Capacity](/v1/docs/capacity-planning) availability was found to offer the lead | | Escalated (Skill/Handling) | The request is outside the agent's configured skills | | Escalated (Human Request) | The lead explicitly asked to speak with a person | | Escalated (Negative Sentiment) | The agent detected negative sentiment in the conversation | | Escalated | General escalation state | --- **Closed statuses** | **Status** | **Description** | | --- | --- | | Dismissed: Direct | The agent ended the conversation (for example, the lead is outside the service area) | | Dismissed: Indirect | A team member dismissed the interaction | | Dismissed | General dismissed state | | Abandoned | The lead did not respond and the full campaign sequence completed | | Opt-out | The lead replied STOP or otherwise opted out of further messages | | Failed | The agent was unable to initiate contact | | Terminated | The interaction was ended by the system | | Takeover | A team member took over the conversation from the virtual agent | ## ## Review an individual interaction 1. On the *Interactions* page, locate the interaction you want to review. 2. Click the interaction row to open the detail drawer. 3. In the drawer, review the header details: - **Phone:** The lead's phone number - **Customer**: Link to the customer record in ServiceTitan - **Lead**: Link to the lead record - **Interaction Status**: The current state of the interaction - **Channel**: SMS Agent or [Voice Agent](/construction/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro) - **Goal**: The campaign goal this interaction belongs to (for example, Speed to Lead) - **Last Activity**: When the most recent message or call attempt occurred 4. Read the **Overview Summary** — an AI-generated description of what happened in the conversation. 5. Scroll down to review the full conversation thread, including all messages sent by the agent and any replies from the customer. > [!NOTE] > **Note:** The conversation thread is read-only in the drawer. To reply or take over, click **View Lead** at the bottom of the drawer to open the full lead record. 6. On the lead record, you can view all agent activity, log notes, assign follow-up tasks, and continue the conversation directly. ![Overview of interactions with Justin McKay, highlighting communication status and follow-up messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-interactions-in-growth-ai-image-z0xel03s.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A37%3A13Z&se=2026-10-31T02%3A37%3A13Z&sr=c&sp=r&sig=dHwvMAmlHvP5jrOjX5rJwI%2FAlAlKCo69vWveiqnV0Og%3D) ## Take over a conversation Use the **Takeover** button when you need to continue a conversation that the AI agent has started. 1. On the *Interactions* page, locate the in-progress interaction you want to take over. 2. Click the interaction row to open the detail drawer. 3. Click **View Lead** to open the full lead record. 4. On the lead record, click **Takeover**. > [!NOTE] > **Note:** The Send Message permission is required to see the **Takeover** button. Without this permission, the button is hidden, but conversation content is still visible if you have the View Customer Chats permission. Once takeover is confirmed, the AI agent stops sending messages for this lead. 5. Use the chat area to continue the conversation with the customer directly. ## Want to learn more? - [Set up and launch outbound agent campaigns in Outbound Virtual Agents](/construction/docs/set-up-and-launch-outbound-agent-campaigns-in-growth-ai) - [Outbound Agents overview](/construction/docs/growth-ai-overview-1) 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) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns 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) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)