--- title: "Abandoned Call Recovery with Contact Center: Setup and Workflow in ServiceTitan Max" slug: "abandoned-call-recovery-contact-center-pro-setup-workflow-servicetitan-max" tags: ["Area - ServiceTitan Max"] updated: 2026-10-15T01:42:37Z published: 2026-10-15T01:42:37Z canonical: "help.servicetitan.com/abandoned-call-recovery-contact-center-pro-setup-workflow-servicetitan-max" --- > ## 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. # Abandoned Call Recovery with Contact Center: Setup and Workflow in ServiceTitan Max ## Overview Every missed Call is a Lead competitors are happy to pick up. In ServiceTitan Max, Abandoned Call recovery is a connected workflow across ServiceTitan Contact Center Pro, Titan Intelligence (TI), and Voice Agent — not a single screen. Customer Service Representatives (CSRs) work two prioritized Urgent Follow Ups queues — *Abandoned Calls* (callers who hung up before reaching an agent) and *Second Chance Leads* (calls that were answered but didn't book) — while Voice Agent reduces the volume that reaches those queues in the first place. This guide walks administrators through configuring the recovery stack, then shows CSRs how to work the *Abandoned Calls* queue day to day. For working the *Second Chance Leads* queue — reviewing flagged leads, statuses, notes, transcripts, and conversion reporting — see [Second chance leads CSR best practices in ServiceTitan Max](https://help.servicetitan.com/v1/docs/second-chance-leads-csr-best-practices-in-servicetitan-max). This guide applies to ServiceTitan Max customers who use Contact Center Pro. **If you're on Basic Phones or** Phones Pro**,** see [Find and manage abandoned and unbooked calls](https://help.servicetitan.com/how-to/abandoned-calls) and [Understand call classifications](https://help.servicetitan.com/how-to/how-st-classifies-calls). --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types - Applies to all trades #### Feature configuration - This guide covers the Abandoned Call Recovery workflow for ServiceTitan Max customers who use Contact Center Pro. Basic Phones and Phones Pro users on ServiceTitan Max have a different recovery workflow. - **What ServiceTitan Max includes depends on how you came to Max:** - **New Logo Max customers** receive the full Contact Center Pro product — Hub and seats — along with Voice Agent allotments. Usage above your allotment is billed as pay-per-use. - **Existing customers who upgraded to Max** receive the Contact Center Pro Hub, which is what provides access to Second Chance Leads. Contact Center Pro seats and Phones Pro seats are not included, and Voice Agent allotments are not included. Contact your Pro Product Specialist (PPS). - Contact Center Pro requires an Enterprise Hub network. - All Contact Center Pro user permissions are managed in Enterprise Hub, not in ServiceTitan Settings. Permissions are linked to roles and assigned to users by role. For employees who don't use Contact Center Pro, permissions are still managed in ServiceTitan under *Settings > Role Permissions*. - The following permissions apply to this workflow: - Under *View and Action All Follow Ups* — the parent permission that groups all follow-up sub-permissions in Enterprise Hub: - *Edit Abandoned Calls* — required for CSRs to access and edit the *Abandoned Calls* screen - *Edit Second Chance Leads* — required for CSRs to access and edit the *Second Chance Leads* screen - *Edit Voice Agent Follow Ups*, *Edit Voicemail Follow Ups*, and *Assign Follow Ups to Others* — required for the other two Urgent Follow Ups queues, which are outside the scope of this guide - *View & Edit Feature Management* and *Edit TI, Follow Up, & Reporting Settings* — required to enable and configure Second Chance Leads at the admin level - *Edit Voice Agent Settings* — required to configure Voice Agent - *Phone settings* (ServiceTitan permission, managed in the Enterprise Hub *ServiceTitan permissions* tab) — required to add and assign tracking numbers - Some permissions visible in the product may not yet be functional, as Contact Center Pro is still in development. - For the full list of Contact Center Pro permissions and their descriptions, see [Manage Contact Center Pro permissions](https://help.servicetitan.com/how-to/manage-contact-center-pro-permissions). ## Things to know - **Abandoned vs. unbooked.** Abandoned calls are inbound queue calls that were disconnected before an agent could answer — these land in the *Abandoned Calls* queue. Unbooked calls are calls a CSR answered but did not convert into a Job — Titan Intelligence reviews these and flags the recoverable ones as *Second Chance Leads*. Both queues live under Urgent Follow Ups, but they're fed by different events and worked differently. - **CSR access is scoped to your accounts.** If you're a CSR, you can only view abandoned calls associated with the ServiceTitan accounts you have access to. - **Multiple calls from the same customer show as one entry.** In the *Abandoned Calls* view, repeat calls from the same customer don't appear as separate entries — only one follow-up is shown, with a note of multiple attempts. To see the full call history, review the customer's *Conversation History*. - **Voicemails and forwarded calls are not abandoned calls.** If a caller leaves a voicemail while in a queue, the call is categorized under voicemails instead. The same applies to forwarded calls — if answered or a voicemail is left, no abandoned call follow-up is created. - **Urgent Follow Ups holds four queues.** This guide covers *Abandoned Calls*. *Second Chance Leads*, *Voice Agents*, and *Voicemails* are separate queues with their own permissions and workflows. - **Voice Agent works on the inbound side.** When inbound volume spikes, Voice Agent can answer routine calls and book qualifying jobs automatically, so customers don't hit voicemail or wait in queue. Voice Agent does not place outbound calls to customers. Recovering a call that was already abandoned is a CSR workflow using click-to-call. If you want an AI agent to place the outbound call itself, that's a separate capability — outbound virtual agents, configured in *Virtual Agents > Workflows*. See [Outbound virtual agents overview in ServiceTitan Max](https://help.servicetitan.com/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max). - **Voice Agent calls are billed.** Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call — regardless of the outcome. - **Notifying customers they're speaking with AI is legally required in some locations.** Default Voice Agent scripts are provided as examples only. You are responsible for complying with all applicable laws in the jurisdictions where you operate, including recording laws and requirements to disclose that calls are conducted by an AI-powered voice agent. - **On ServiceTitan Max, the telecom path is your choice.** On Contact Center Pro, this recovery workflow runs through Urgent Follow Ups queues. On Basic Phones or Phones Pro, it runs through Agent Scorecards and reclassification. Both are supported under ServiceTitan Max. Note that "abandoned call" means something different on each path: in Contact Center Pro it's a queue call that disconnected before an agent answered, while on Basic Phones and Phones Pro it's a call ServiceTitan can't attribute to a CSR or customer — usually because the call bubble wasn't clicked. - **Navigation names are changing.** ServiceTitan is rolling out an updated left navigation in scheduled waves. Where this guide refers to **Calls** in the ServiceTitan navigation, your tenant may still show **Job Booking**. The *Job Booking screen* — where a CSR converts a call into a job — keeps its name either way. ## Best practices - **Move fast.** Speed-to-lead is the single biggest predictor of recovery. The *Open* tab surfaces the freshest opportunities — work it before the *Cold* tab. - **Filter to a single account first.** For best results, start by filtering for a single account. Some filters require selecting a single account before they can be applied. From there, narrow by queue or campaign so you're working a coherent set of calls instead of jumping context. - **Filter out the noise by duration.** Very short abandons are often spam or misdials. If you notice that calls under 30 seconds rarely convert, filter to longer durations so your team spends its time on real opportunities. - **Dismiss rather than resolve when a call isn't recoverable.** Dismissing keeps your recovery metrics honest — dismissed calls are tracked separately from converted ones. - **Treat the Cold tab as a coaching signal.** Volume in the *Cold* tab means follow-ups aren't getting done in time. Review *Cold* regularly with managers. - **Let Voice Agent take overflow.** Use Voice Agent to handle routine inbound volume so live agents have time to work recovery queues instead of just answering the next ring. - **Review the Voice Agent queue too.** Any Voice Agent call that doesn't escalate or create an Appointment generates a Voice Agent follow-up task for CSRs to review. Working that queue alongside Abandoned Calls closes a gap that's easy to miss. ## Use cases | **Scenario** | **What the workflow does** | | --- | --- | | A spike in inbound calls causes abandons during a heat wave | Voice Agent answers routine after-hours and overflow calls so customers don't queue or hit voicemail; remaining abandoned calls land in the CSR queue for fast callback. | | A marketing campaign drives a surge through a tracking number | Tracking numbers route inbound calls through Contact Center Pro queues. Abandoned calls from that campaign feed Urgent Follow Ups, where they can be filtered by Account or Campaign for targeted follow-up. | | A repeat customer calls back later that day | The original abandoned-call entry is auto-resolved after the caller speaks with an agent for more than 30 seconds. | | A caller hangs up after 8 seconds from an unknown number | The CSR filters by Duration to push likely spam out of the working view, then dismisses the entry rather than resolving it. | | A regional location wants its own Voice Agent persona | Configure Voice Agent at the Account Level for that tenant to override the Global persona, opening message, and dispatch fee messaging. | | A CSR takes a price-shopping call that doesn't book | Titan Intelligence flags it as a Second Chance Lead rather than an abandoned call. See the Second Chance Leads CSR guide for that workflow. | ## Step 1: Set up permissions in Enterprise Hub You can only edit Contact Center Pro user permissions in Enterprise Hub. Contact Center Pro permissions are linked to roles instead of individual users — create or edit roles, then assign roles to users. All regular ServiceTitan permissions for Contact Center Pro users are also managed through Enterprise Hub roles, under the *ServiceTitan permissions* tab. Contact Center Pro permissions are organized into two sections: - **General permissions** — actions for Customer Service Representative (CSR) and Manager screens - **Admin permissions** — actions for global settings and administrator screens To configure permissions for the abandoned-call recovery workflow: 1. Go to Enterprise Hub and log in with your credentials. 2. Click **User Management**. 3. On the *User Management* screen, select **Roles**. 4. Select a role to edit, or create a new role. For more, see [Quick start guide: Enterprise Hub for single-tenant, Contact Center Pro customers](https://help.servicetitan.com/how-to/quick-start-guide-enterprise-hub-for-single-tenant-contact-center-pro-customers). 5. Go to the *Enterprise Hub permissions* tab and configure Contact Center Pro permissions: - Under *View and Action All Follow Ups*, select **Edit Abandoned Calls** to let the role access the *Abandoned Calls* screen under Urgent Follow Ups and edit any editable fields in the tables or drawers. - Under *View and Action All Follow Ups*, select **Edit Second Chance Leads** to let the role access the *Second Chance Leads* screen under Urgent Follow Ups and edit any editable fields in the tables or drawers. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/abandoned-call-recovery-with-contact-center-pro-setup-and-workflow-in-servicetitan-max-image-k50w3j9z.png?sv=2026-02-06&spr=https&st=2026-10-17T12%3A39%3A00Z&se=2026-10-17T13%3A39%3A00Z&sr=c&sp=r&sig=xweKgKc1r0NZMhbg0bnKAPnBpSbeRS2QrAvTTFpX7Z0%3D) 1. (Optional) In the same tab, select **Edit Voice Agent Settings** if this role configures Voice Agent. 2. Go to the *ServiceTitan permissions* tab and configure the *Phone settings* permission for any role that adds or assigns tracking numbers. 3. When finished, click **Save Changes**. Selecting a broader permission automatically includes its related sub-permissions. ## Step 2: Enable and configure Second Chance Leads Powered by Titan Intelligence (TI), Second Chance Leads (SCL) automatically reviews and flags unbooked calls, allowing you to quickly follow up and turn a cold lead into a successful conversion. Customize the process by adjusting After Call Work Time and *Cold Leads* settings to fit your business. The *View & Edit Feature Management* and *Edit TI, Follow Up, & Reporting Settings* permissions are required to enable and configure Second Chance Leads. ### Enable Second Chance Leads 1. In Contact Center Pro, go to your **Admin Settings** (gear icon). 2. In the side panel, go to **Feature Management** > **Call Analysis**. 3. On the *Call Analysis* screen, turn on the **Enable Second Chance Leads** toggle. 4. When finished, click **Save**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/abandoned-call-recovery-with-contact-center-pro-setup-and-workflow-in-servicetitan-max-image-5egh8iom.png?sv=2026-02-06&spr=https&st=2026-10-17T12%3A39%3A00Z&se=2026-10-17T13%3A39%3A00Z&sr=c&sp=r&sig=xweKgKc1r0NZMhbg0bnKAPnBpSbeRS2QrAvTTFpX7Z0%3D) ### Customize After Call Work Time 1. In Contact Center Pro, go to your **Admin Settings** (gear icon). 2. In the side panel, go to **Feature Management** > **Call Analysis** 3. In the *After Call Work Time* section, enter the number of minutes agents have to classify a call after it ends. After this time, the system checks whether the call qualifies as a Second Chance Lead. 4. When finished, click **Save**. ### Customize Cold Leads settings 1. From **Feature Management > Call Analysis,** in the *Cold Leads* section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the *Cold* tab in Urgent Follow Ups. 2. When finished, click **Save**. ### Grant SCL follow-up permission To let agents work Second Chance Leads: 1. In Enterprise Hub, go to **User Management** > **Roles**. 2. Select a role to edit or create a new one. 3. Go to the *Enterprise Hub permissions* tab. 4. In the *Contact Center Pro* section, under *View and Action All Follow Ups*, select **Edit Second Chance Leads**. 5. When finished, click **Save Changes**. Once SCL is enabled and permissions are granted, see [Second chance leads CSR best practices in ServiceTitan Max](https://help.servicetitan.com/v1/docs/second-chance-leads-csr-best-practices-in-servicetitan-max) for how CSRs work the queue. ## Step 3: Configure your Voice Agent Voice Agent automates routine inbound calls and books qualifying jobs without an agent, increasing call capacity and reducing the volume of abandoned calls during spikes. It's the one piece of this workflow that prevents abandons rather than recovering them, so it's worth setting up before you tune the queues. The *Edit Voice Agent Settings* permission is required. Voice Agent configuration is covered in full in [Configure your Voice Agent settings in Contact Center Pro](https://help.servicetitan.com/v1/docs/configure-your-voice-agent-settings). For abandoned call recovery specifically, these are the settings that move the needle: - **Skills and Capabilities** — controls which actions the Voice Agent can take on its own. Enabling *Book jobs directly* and after-hours booking is what lets Voice Agent absorb overflow instead of handing it to a queue. - Job Types **and Dispatch Fees** (Account Level) — determines which job types the Voice Agent is allowed to book. A narrow list means more calls fall through to your CSRs. - **Persona and Transcript** — the agent's name, business name, greeting, and dispatch fee messaging. Weak or unclear opening messages drive callers to hang up or ask for a person. - **Global vs. Account Level** — Global sets a consistent baseline across all tenant accounts in your network; Account Level customizes an individual tenant and overrides the Global defaults. Once you customize a tenant's settings, later changes to Global no longer apply to it. ## Step 4: Add and assign tracking numbers Tracking numbers route inbound calls into Contact Center Pro queues so abandoned and unbooked calls can be captured and recovered. The *Phone settings* ServiceTitan permission is required. > [!NOTE] > **Note:** Tracking numbers work for calls as soon as they're added. To use them for SMS, complete the *Register to Enable Text Messaging* form — without it, SMS delivery fails. Marketing customers may also see integration delays after adding a phone number. To add and assign a tracking number: 1. Go to the top toolbar and click **Settings**. 2. In the side panel, go to **Contact Center Pro** > **Phone Numbers**. 3. Click **Add New Number**. 4. In the *Add New Number* window, find the number you want to add. - To add a Local number, search by **Area Code** or **Zip**. > [!TIP] > **Tip:** Always search by area code first — carrier restrictions may cause postal code searches to return no results. - To add a Toll-Free number, click **Toll-Free Number**. 5. (Optional) To include a specific set of digits, enter them in the *Contains* field. 6. Click **Search Numbers**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/abandoned-call-recovery-with-contact-center-pro-setup-and-workflow-in-servicetitan-max-image-6jtz89jj.png?sv=2026-02-06&spr=https&st=2026-10-17T12%3A39%3A00Z&se=2026-10-17T13%3A39%3A00Z&sr=c&sp=r&sig=xweKgKc1r0NZMhbg0bnKAPnBpSbeRS2QrAvTTFpX7Z0%3D) 1. Select the number you want to add. To see more options, click **Load More**. 2. Click **Choose Number**. 3. Enter the following information: - **Set Forwarding Number** — enter your Call Continuity number for emergency fallback. - Click **Yes** if you want to use this number to receive texts. - **Set Campaign** — if this number is for a specific marketing campaign, select it from the dropdown. - **Number type:** - **Tracking Number** — select this if the number will be publicly advertised to customers. Assign it to a Routing Workflow from the dropdown, or choose *Unassigned* to assign it later. - **Direct Dial** — select this if the number is a personal line for an employee. The number goes to the unassigned list and can be added to the employee's profile in Contact Center Pro. Calls go directly to the employee without routing. 4. When finished, click **Add Number**. Numbers must be assigned to an active Routing Workflow before a campaign is sent out, or calls to those numbers will be disconnected. For more, see [Set call routing rules in Contact Center Pro](https://help.servicetitan.com/how-to/set-call-routing-rules-in-contact-center-pro). Newly acquired numbers are available in Contact Center Pro the next day. If a number addition is time-sensitive, contact your Pro Product Specialist (PPS) or email ccprosupport@servicetitan.com for assistance. ## Find and prioritize abandoned calls The *Abandoned Calls* screen displays calls that rang into one of your queues but were disconnected before an agent could answer. The *Edit Abandoned Calls* permission is required. To access *Abandoned Calls*: 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups** > **Abandoned Calls**. The screen is structured into three tabs: - **Open** — all new abandoned calls that haven't been marked Resolved or Dismissed. - **Cold** — calls that have remained unreviewed for more than 24 hours, helping you keep *Open* focused on recent activity. You can still revisit Cold calls, follow up, or dismiss them based on relevance. - **Done** — past communications marked Resolved or Dismissed. If the caller contacts you again and speaks with an agent for more than 30 seconds, the abandoned call entry is automatically resolved. This applies to calls in both the *Open* and *Done* tabs — hover over the call to see the *Connected to an agent* banner. ### Filter abandoned calls Click *Filter* next to a column header to narrow the displayed results. You can filter by: - **Status** — current stage of the abandoned call: New, Contact Attempted, Follow-up Needed, or Resolved. Editable. - **Date** — most recent call attempt. - **Duration** — length of the call before it was disconnected without being answered. - **Account** — the tenant account associated with the call. - **Customer** — the customer's name (if available) or the phone number used to place the call. - **Queue** — the queue the call was routed to. - **Campaign** — the marketing campaign associated with the inbound tracking number. > [!TIP] > **Tip:** For best results, start by filtering for a single Account — some filters require selecting a single account before they can be applied. > [!TIP] > **Tip:** Click *Download Report* in the top-right of the *Abandoned Calls* screen to export the currently filtered results, with all active filters and date ranges applied, as a CSV or XLSX file for offline analysis. ## Manage and convert an abandoned call into a booked job Hover over the call you want to work and click **View** to open the *Abandoned Call Details* flyout, which has two sections: **Overview** - **Status** — the current follow-up stage. Click *Edit* to change it. - **Date** — most recent call attempt. - **Duration** — how long the call lasted before it was disconnected. - **Number dialed** — the tracking number the customer called to reach your business. - **Queue** — the call queue the customer was routed to before disconnecting. - **Campaign** — the marketing campaign associated with that tracking number. **Customer** - **Phone Number** — the number the customer called from. Click it to place an outbound call. - **Account** — the tenant the customer reached out to. Click to open your Enterprise Hub network in a new tab. - **Customer** — the customer profile attached to the call. Click to open the Customer Record in a new tab. Displayed information depends on call data and may differ by call. If the customer account is unknown, only the number and the tenant account name appear. If the system flags a possible incorrect customer match, click *Change customer* and select from the suggested options. To work an abandoned call: 1. From the *Open* tab, hover over the call you want to work and click **View** to open the *Abandoned Call Details* flyout. 2. Click the phone number to initiate a click-to-call. The status automatically updates to *Contact Attempted*. 3. If the customer answers, take the call through to a booked job on the *Job Booking screen*. 4. To change the status manually, click *Edit* next to *Status* and select **New**, **Contact Attempted**, **Follow-up Needed**, or **Resolved**, then confirm. 5. When the call is booked or wrapped up, set the status to *Resolved*. The entry moves to the *Done* tab. ## Dismiss a call that cannot be recovered For calls that aren't viable — wrong numbers, spam, customers who already booked elsewhere — use *Dismiss* instead of marking *Resolved*. Dismissed calls move to the *Done* tab but are tracked separately from converted recoveries, so your team metrics stay accurate. To dismiss a call, click the three-dot menu on the row and select *Dismiss*, or click *View* to open the *Abandoned Call Details* flyout and click *Dismiss* from there. ## Review recovery performance Use the *Unbooked and Abandoned Calls* report to see how much abandoned volume you're recovering, spot trends by campaign, and identify coaching opportunities. 1. In ServiceTitan, click **Reports** in the navigation bar. 2. In the side menu, click **All Reports**. 3. Open **Unbooked and Abandoned Calls**. 4. Set **From - To** to a preset or custom date range, choose a **Filter by** date type, then click **Run Report**. Click **Export** to download the results. Compare campaign-level performance to find where abandoned volume is concentrated, then bring those findings back into Contact Center Pro to refine queues, routing, and Voice Agent skills. For a deeper conversion-focused read of this report, see [Second chance leads CSR best practices in ServiceTitan Max](https://help.servicetitan.com/v1/docs/second-chance-leads-csr-best-practices-in-servicetitan-max). ## Want to learn more? - See [Configure Contact Center in ServiceTitan Max](https://help.servicetitan.com/v1/docs/configure-contact-center-pro-in-servicetitan-max) - See [Outbound virtual agents overview in ServiceTitan Max](https://help.servicetitan.com/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max) - See [Second chance leads CSR best practices in ServiceTitan Max](https://help.servicetitan.com/v1/docs/second-chance-leads-csr-best-practices-in-servicetitan-max) For Phones or Phones Pro Users: - See [Find and manage abandoned and unbooked calls](https://help.servicetitan.com/how-to/abandoned-calls) - See [Understand call classifications](https://help.servicetitan.com/how-to/how-st-classifies-calls). - See [Set up Second Chance Leads for Basic Phones](https://help.servicetitan.com/how-to/set-up-second-chance-leads-for-basic-phones) - See [Set up Second Chance Leads for Phones Pro](https://help.servicetitan.com/how-to/set-up-second-chance-leads-for-phones-pro) A call in ServiceTitan is a phone call that is usually received by the system or occasionally added manually. The call can lead to a job being booked. For more, see Understanding call classifications. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A prospective customer or job who presents a revenue-generating opportunity. In ServiceTitan, a Lead is an incoming call that lasts at least 60 seconds or is assigned the call reason, Is Lead. There are several types of Leads that you can use to report on different aspects of your business. For more, see Leads. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP 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) 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) Auto-creates a callback task when a customer hangs up before reaching a CSR. **What it does:** Prevents lost leads by automatically logging a follow-up so the team can call the customer back. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The office staff role in ServiceTitan responsible for answering calls, booking jobs, and managing customer communication. **What it does:** The primary user role for inbound call handling and job booking; CSR performance metrics (CBR, ACW) drive revenue tracking. **Also called:** Dispatcher, Office staff, Booking agent **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Service Representative The core work record in ServiceTitan representing a service request, containing appointments, invoices, estimates, and notes. **What it does:** Acts as the operational and financial center of gravity for all work performed — everything is tied to a Job. **Also called:** Work order, Service ticket **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A scheduled time block assigned to a technician to perform work on a Job. **What it does:** Represents the actual calendar event when a tech visits a customer; a single Job can have multiple Appointments. **Also called:** Service visit, Tech visit **Tags:** Core [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 Configurable categories that classify jobs (e.g., HVAC Install, Drain Cleaning, Roof Replacement) for reporting and routing. **What it does:** Enables targeted pricing, technician skill matching, reporting segmentation, and correct workflow routing by type of work. **Also called:** Service types, Work categories **Tags:** Core [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 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)