--- title: "Use Second Chance Leads as a CSR" slug: "use-second-chance-leads-as-a-csr" updated: 2026-10-15T01:25:43Z published: 2026-10-15T01:25:43Z canonical: "help.servicetitan.com/use-second-chance-leads-as-a-csr" --- > ## 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 Second Chance Leads as a CSR ## Overview Use Second Chance Leads to help you call back certain types of unconverted leads and turn them into booked jobs. --- ### #### Who uses this feature - Customer service representatives (CSRs) - Applies to all business types #### Feature configuration - The *View Second Chance Leads* permission is required to use this feature. Please contact the account administrator on your team. ## Things to know - Your administrator can send you notifications for Second Chance Leads through notifications in ServiceTitan, email, or SMS. We recommend coordinating with your administrator so you know how you'll be notified about new second chance leads. - If a customer's phone number is linked to a second chance lead in the *Open* or *Cold* tab for up to 14 days, a banner on the *Job Booking* screen indicates that the job is associated with a second chance lead. This helps you get the necessary context to book the job. ![Overview of job details including type, date, priority, and associated tags.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-r0tas5a8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) ## Best practices - After you start using Second Chance Leads, make sure to keep the status up-to-date along with notes, so others can see exactly what's going on. For example, if you review a second chance lead and determine that it's a lead but you don't want to follow up, select *It's a lead but I'm not going to follow up* to help you keep track of the lead. If you realize it wasn't actually a lead, update the status to *Not a Lead*. > [!WARNING] > **Caution:** Only mark a second chance lead as *Not a Lead* when it genuinely doesn't qualify as a lead, not simply because you choose not to follow up. Incorrectly marking valid second chance leads as *Not a Lead* can reduce Second Chance Lead's effectiveness in identifying real leads. - Make sure you have a process in place in case you need to leave a voicemail for the customer. What should the outbound caller ID be? What number do you want to leave on the voicemail for the customer to call back? For example, if you review the second chance lead, call the customer, and leave a voicemail, do you want the customer to call you back directly, call one of your tracking numbers and ask for you, or should any agent be able to help? ## Review Second Chance Leads 1. Go to **Call Booking** in the main navigation menu. 2. In the side menu, click **Second Chance Leads**. ![Overview of booking statistics showing calls, bookings, and second chance leads.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-lldhjz38.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) > [!TIP] > **Tip:** You can also access the *Second Chance Leads* screen through an in-app notification [if you have notifications turned on](/construction/docs/set-up-second-chance-leads-for-phones-pro#second-chance-leads-notifications). When the notification pops up, click **View** to go to the *Second Chance Leads* screen. ![Notification about a new lead with options to dismiss or view details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1773320252830.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D)The *Second Chance Lead* screen opens. Calls that need review are in *New* status. ![Table displaying second chance leads with customer details and call statuses for follow-up.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-y4holsrs.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) 3. For the call you want to review, click **Review Call**. ![Table displaying call IDs and CSR names with options to review calls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-huf4mcgo.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D)The *Call Details* window opens displaying the customer's phone number, date and time of the call, the call type, original CSR notes, a summary of the call, and the call transcript. > [!NOTE] > **Note:** The transcription summary is generated by Titan Intelligence (TI) and not reviewed by humans. Always verify the accuracy of the recording as necessary. ![Call details summary for customer inquiry about garage door tension springs replacement.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-pen2eczm.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) 4. Read through the summary to get a general feel for the call and determine if it's a lead or not. If the summary doesn't provide enough information to make a decision, play the Call Recording or read through the transcription. > [!TIP] > **Tip:** You can use *Search* to look for specific words or phrases used in the call. ![Call details showing conversation about garage door spring replacement costs.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-oi70qrq8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) 5. (Optional) Add a note to the call. Under *Second Chance Leads notes*, click **Add notes**, enter your note, and click the **Check** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-nswoh73f.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) icon to save. > [!TIP] > **Tip:** You can click **Copy to Customer notes** or **Copy to Location notes** to save the second chance notes to customer or Location Records. ![Call details showing notes and options to copy customer and location notes.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-m8o17tst.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) 6. Choose whether the call is a lead or not: 1. If the call isn't a lead, click **Dismiss Call**. The *Dismiss Call* screen opens where you can select why you're dismissing the call. Select a reason and click **Dismiss**. ![Prompt asking why to dismiss a call with two response options displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-fcof23hw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D)The screen closes and the call moves to the *Done* tab on the *Second Chance Leads* screen. If you selected **It's not a lead**, the status updates to *Reviewed - Not a Lead*. If you selected **It's a lead, but I'm not going to follow up**, the status updates to *Lead - Not Following Up*, and it moves to the *Done* tab. > [!WARNING] > **Caution:** Only mark a second chance lead as *Not a Lead* when it genuinely doesn't qualify as a lead, not simply because you choose not to follow up. Incorrectly marking valid second chance leads as *Not a Lead* can reduce Second Chance Lead's effectiveness in identifying real leads. ![Table displaying second chance leads with statuses and customer details for follow-up.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-xcfgidg6.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) 2. If the call is a lead, click **Call Customer Back.** The customer is called and the status for the call updates to *Lead - Call Back Attempted*. 7. After the call, [update the status](/construction/docs/use-second-chance-leads-as-a-csr#update-second-chance-lead-statuses) if needed and add any additional notes. If you [booked a job](/construction/docs/book-a-job) for the customer, the status for the call automatically updates to *Job booked by SCL*, and the call moves to the *Done* tab. ## Update Second Chance Lead statuses Second Chance Leads automatically changes the status on calls when possible, but there might be times you need to update the status manually. You can manually update the status from the *Second Chance Leads* screen. The following statuses are available to be manually set: - **New:** Any calls flagged as a second chance lead have this status by default. - **Lead - Not able to save:** Update the lead's status to this if it was a lead, but you aren't able to book the job. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Lead - Not following up**: Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Lead - Call Back Attempted:** When you select **Call Customer Back** on the *Call Details* window, the status automatically updates to this. The call remains in the *Open* tab on the *Second Chance Leads* screen. - **Reviewed - Not a Lead:** Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the *Done* tab on the *Second Chance Leads* screen. The following statuses are automatically set on Second Chance Leads when they're marked as Done: - **Job booked by SCL:** If you're able to successfully save the opportunity by calling the customer back, the call updates to this status when the job is booked. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Job booked elsewhere:** Select this status if the second chance lead is created after the call ended but before the agent booked the job. The call moves to the *Done* tab on the *Second Chance Leads* screen. > [!NOTE] > **Note:** You can't set *Job booked by SCL* or *Job booked elsewhere* manually on a lead. Once these two statuses have been automatically added to a SCL, the SCL's status can't be updated any further. You can filter the *Second Chance Leads* screen to view calls in a selected status. Click the **Filter ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-23mk2w3u.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D)** icon and select which status you want to filter on. On the *Open* tab, you can filter by **New** or **Lead - Call back attempted**. ![Filter options for managing leads, including 'New' and 'Lead - Call back attempted'.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-2qfxchxl.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) On the *Done* tab, you can filter by **Job booked by SCL**, **Job booked elsewhere**, **Not able to save**, or **Reviewed - Not a lead**. ![Filter options for job bookings, including selections for SCL and other categories.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-second-chance-leads-as-a-csr-image-vwtogeee.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A17Z&se=2026-10-31T02%3A43%3A17Z&sr=c&sp=r&sig=kv%2BlpCMutK3rCFW3xNEaVgSGkMLslRdyC3%2BdGpON1No%3D) The screen refreshes to show only calls with your selected status. ## Want to learn more? - Visit ServiceTitan Academy and enroll in [Second Chance Leads](https://servicetitan.docebosaas.com/academy/learn/courses/238/Advanced-Inventory-Live-Webinar) - See [Set up Second Chance Leads](/construction/docs/set-up-second-chance-leads-for-basic-phones) - See [Review Second Chance Leads](/construction/docs/review-second-chance-leads) 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 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) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)