---
title: "Use the embedded dialer"
slug: "use-the-embedded-dialer"
updated: 2026-10-15T01:11:01Z
published: 2026-10-15T01:11:01Z
canonical: "help.servicetitan.com/use-the-embedded-dialer"
---

> ## 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 the embedded dialer

## Overview

Learn how the embedded dialer in Phones Pro integrates job booking with calls. This helps ensure a quick and easy process for the most basic revenue source for your business.

Check out the Embedded Dialer Overview video below to learn more.

[Embedded dialer overview Video](https://fast.wistia.net/embed/iframe/jclagc2pze?web_component=true&seo=true&videoFoam=false)

---

### 

#### Who uses this feature

- Administrators and office employees
- Applies to all business types

#### Feature configuration

- To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Things to know

- Before you can use the embedded dialer, the administrator on your team needs to set up Phones Pro, including setting up an account for you to use. To learn more, see [Phones Pro Setup](/construction/docs/set-up-phones-pro).
- For more information about embedded dialer settings, see [Manage embedded dialer settings](/construction/docs/manage-embedded-dialer-settings).
- Phones Pro has a built-in spam filter.
- Any numbers you block will be blocked for your account only. Other members of your team will still have that number unblocked.
- Customer service representatives (CSRs) who are Advanced Seat users can use the embedded dialer to take and make calls, as well as book jobs. For more information on seats, see [Understand standard and advanced seats](/construction/docs/understand-standard-and-advanced-seats).

## Use the embedded dialer

To get to the embedded dialer:

1. Go to the main navigation bar and click **Job Booking**.
2. Click the **Phones Pro** icon to see the embedded dialer. ![User interface of Phones Pro showing call options and recent contacts list.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-94fl4efc.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)Check out the video below to learn more on how to access the embedded dialer.

## Answer incoming calls

> [!NOTE]
> **Note:** Calls that go to voicemail are considered abandoned by the system, as are unanswered calls.

Check out the Using the Embedded Dialer video below to learn more.

When a call comes in, you have the option to click **Answer**, **Screen**, or **Decline** in the dialer.

![Incoming call notification displaying caller name and options to answer or decline.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-kxomefs4.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)

- Click **Screen** to send the call to voicemail. You hear the voicemail live and can choose to answer it before the caller hangs up.
- Click **Decline** to send the call straight to voicemail without the option to answer it.
- Click **Answer** to pick up the call and automatically select the green call bubble.

Once you answer the call, the call bubble is automatically selected and the call booking process continues. To learn more about the call booking process, see [Book a job](/construction/docs/book-a-job).

![A phone call interface displaying contact name and call duration.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-vstpgaiz.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)

After you answer a call, you can hover over each button in the dialer to see what it does.

![Incoming call interface displaying contact name and call duration on a phone app.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-nvu38isp.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)

- Click **Mute** to turn your mic off and on.
- Click **Hold** to place the call on hold.
- Click **Transfer** to transfer the call. See [Transfer calls and switch between calls](/construction/docs/how-to-transfer-calls-with-servicetitan-phones-pro) for details.
- Click **Add** to add a caller to the call.
- Click **Dialpad** when you need to dial digits while on a call. For example, you would use this if you need to enter a phone extension.
- Click **VM Drop** to use voicemail drop. See [Use voicemail drop](/construction/docs/use-voicemail-drop) for details.
- Click **Hang Up** to end the call.

## Make outgoing calls

To make an outbound call, search for the customer and click their phone number. To learn more, see [Place outbound calls](/construction/docs/place-outbound-calls).

> [!NOTE]
> **Note:** Do not use the **MAKE A CALL** button in the dialer to call customers, since the calls won't be recorded or included in reporting. Click to call instead. Similarly, while you are able to click the **Search** icon in the embedded dialer to find and make calls to customers with whom you have already spoken using the embedded dialer, you should Click to call instead. If you click **Send a Message**, you can message another employee, but they won't be notified of any messages sent this way.

## Manage calls when you're using more than one tab

When you're using more than one tab in your browser, icons help you to figure out what is going on with calls in each tab.

If you see a mic icon on a tab, that means that a call is ringing in that specific tab. Go to that tab to answer it.

![ServiceTitan interface showing application features and user options for navigation.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-s2ockie3.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)

The red icon flashes on the tab for your current call.

![ServiceTitan browser tabs showing active and closed sessions for user management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-embedded-dialer-image-m7b7sixq.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A06Z&se=2026-10-31T01%3A42%3A06Z&sr=c&sp=r&sig=m07SWu6jRBGR9Jd7nM9D5h69ANcSNQK6VKLELdK%2BvCg%3D)

## Embedded Dialer settings and troubleshooting

Check out the Navigate - Search - Settings video below to learn more about how to navigate in the Embedded Dialer, how to search in the Embedded Dialer, and different settings in the Embedded Dialer.

Check out the Troubleshooting video below to some tips and tricks for troubleshooting common issues in the Embedded Dialer.

## Want to learn more?

- See [Phones Pro](/construction/docs/phones-pro-home)