--- title: "Working as a call center representative using Dialpad: basics" slug: "working-as-a-call-center-representative-using-dialpad-basics" updated: 2026-10-15T01:10:56Z published: 2026-10-15T01:10:56Z canonical: "help.servicetitan.com/working-as-a-call-center-representative-using-dialpad-basics" --- > ## 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. # Working as a call center representative using Dialpad: basics ## Overview Understand the basics of working as a call center representative for a call center using the Dialpad and ServiceTitan integration. The call center is a tool you can use in connection with the embedded dialer or the native Dialpad app. Check out the Dialpad Web Desktop Overview video below to learn more. [Click 2 Call - Dialpad Web-Desktop Video](https://fast.wistia.net/embed/iframe/d5t54fvwth?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Customer Service Representatives (CSRs) - 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 - Unanswered calls and calls that go to voicemail are considered abandoned in ServiceTitan. For more, see [Handle abandoned calls and unbooked calls](/construction/docs/find-and-manage-abandoned-and-unbooked-calls). - If you're making an outgoing call while you're available, your status is set to *occupied*. If you're *off duty* when making an outbound call, your status remains *off duty* for the duration of the call. ## Answer a call To take incoming calls, you need to be marked as *Available* and turn off the *Do Not Disturb* mode. When a call comes in through the embedded dialer or the native Dialpad app, you're alerted to it. You have two options: - Click **Decline** to send the call to the next available agent in the call rotation. If you decline or miss the call, you're automatically marked as *Off Duty*. In order to receive calls again, mark yourself as *Available*. - Click **Answer** to pick up the call and automatically select the green call bubble. ![Incoming call interface showing options to accept or decline the call from Vlad.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-rp57eyt1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) When you answer a 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) ## Record a call As a call center agent, you can stop and start a call recording. > [!NOTE] > **Note:** Customers disable recording when they tell confidential information on the phone, for example their credit card information. To enable the pause recording: 1. In Dialpad, go to **Admin Settings > Contact Centers**. 2. Select a contact center. ![User interface showing office settings and contact centers for Titan Home Services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-7amguhiv.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) 3. In the call center, click **Advanced Settings**. 4. In the *Automatic Call Recording and Transcription* section, select the **Pause Recordings** checkbox to stop the recording. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-fo3zdf3p.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) ![User interface showing a live call with options to record and manage the call.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-tp4e9k7b.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) > [!NOTE] > **Note:** To pause call recordings in ServiceTitan, please reach out to the [Technical Support](http://go.servicetitan.com/ask). ## Make an outbound call There are three options to make an outbound call: **Option 1** To make an outbound call, search for the customer and click their phone number. To learn more, see [Place an outbound call](/construction/docs/place-outbound-calls). > [!NOTE] > **Note:** Do not use the Make a Call button in the dialer to call customers since the calls are not recorded or included in reporting. Click the **Call** icon instead. 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, click the *Call* icon instead. **Option 2** In Dialpad, type a name or number. > [!NOTE] > **Note:** The criteria for the call to be saved in ServiceTitan is that the number you dial should be saved in a [customer](/construction/docs/place-outbound-calls) or location profile in ServiceTitan. If you are making a call, you can create the customer profile while on the call before they hang up, and the call is saved to the respective customer or location profile. If you place an outbound call to a number that isn't saved in a profile in ServiceTitan, the call is only saved in Dialpad. **Option 3** 1. In Dialpad, click **Make a call**. 2. From the *New Call From* section select one of the call centers or one of the call centers that the agent is assigned. > [!NOTE] > **Note:** The *New call from* setting remains as you set it throughout the working day. When you log out of the Dialpad, it resets the *New call from* setting to the default. This is one method you can use to track outbound calls in Dialpad reporting. ![Dropdown menu for selecting caller with options including Marianne Crawford and departments.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-mcwt98zt.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) ## Transfer a call Just like your personal calls, you can transfer your Call Center calls using *Ask First*, *Transfer Now*, *Transfer to Voicemail*, or *Transfer to Hold Queue*. For more, see [Transfer a Call (Dialpad help center)](https://help.dialpad.com/hc/en-us/articles/115001002063-Transfer-a-Call). ## Use post wrap-up time If your supervisor has enabled this feature, you have a specified amount of wrap-up time between ending your last call and receiving a new one. ![Post-call wrap-up time displayed, showing duration and call quality rating options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-csstaj01.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) ## View your call center inbox Your call center inbox includes the hold queue, new notifications, all notifications, and voicemails. ![Contact center interface showing no callers in hold queue and various options available.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-yiaigwfj.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) ## Enable email notifications If you want to be informed when you're outside of Phones Pro, enable email notifications for voicemails. Enable email notifications for the contact center you are assigned to: 1. In [Dialpad](https://dialpad.com/officesettings), go to **Admin Settings > Contact Centers**. 2. Select the contact center you want to edit. 3. Go to **Advanced Settings**. 4. Under *Send email notifications for voicemails and faxes to additional email addresses* section, click **+ Add an Email Address**. 5. Enter your email address in the field and select **Voicemails**. 6. When finished, click **Add Email**. ![Email notifications for voicemails and faxes can be sent to additional addresses.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-7fa72g5p.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) Enable personal email notifications: 1. In [Dialpad](https://dialpad.com/officesettings), go to **Your Settings > Call Handling & Voicemail**. 2. Select **Receive email notifications for new voicemails**. The changes are saved automatically. ![Settings page for Dialpad Ai with voicemail notification option highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/working-as-a-call-center-representative-using-dialpad-basics-image-l7xwi6iw.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A36%3A48Z&se=2026-10-31T02%3A36%3A48Z&sr=c&sp=r&sig=Fmn84w7XSVMedtFv50QW05Cg1sFeHHw27CR1vYUYw%2BY%3D) ## Want to learn more? - See [Use the embedded dialer](/construction/docs/use-the-embedded-dialer) - See [Phones Pro](/construction/docs/phones-pro-home)