--- title: "Abandoned Call Recovery with Contact Center: Setup and Workflow in ServiceTitan Max" slug: "abandoned-call-recovery-contact-center-pro-setup-workflow-servicetitan-max" updated: 2026-07-11T15:41:06Z published: 2026-07-11T15:41:06Z 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, 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 AI Voice Agent reduces the volume that reaches those queues in the first place. This guide walks administrators through configuring the recovery stack and shows CSRs how to work it day to day. --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types - Applies to all trades #### Feature configuration - 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. - The following permissions apply to this workflow: - *Edit Abandoned Calls* — Contact Center Pro general permission required for CSRs to access and edit the *Abandoned Calls* screen - *Edit Second Chance Leads* — Contact Center Pro general permission required for CSRs to access and edit the *Second Chance Leads* screen - *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 ## Things to know - **Abandoned vs. unbooked.** Abandoned calls are calls the customer hung up on before reaching an agent. Unbooked calls are calls a CSR answered but did not convert into a job — these are flagged for review by Second Chance Leads. - **Second Chance Leads on Contact Center Pro is permission-based and in-app.** It offers the same lead recovery functionality as Second Chance Leads on Basic Phones and Phones Pro, with two distinctions: SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled, and notifications are delivered in-app only — there are no text or email alerts. - **Voice Agent reduces abandoned-call volume.** 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 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 your jurisdiction, including recording laws and AI-disclosure requirements. - **Permissions are managed in Enterprise Hub.** For Contact Center users, all permissions — including regular ServiceTitan permissions — are managed through Enterprise Hub roles. Some permissions visible in the product may not yet be functional, as Contact Center Pro is still in development. - **ServiceTitan Max is one, cohesive workflow.** Configure ServiceTitan Contact Center, ServiceTitan Marketing, and ServiceTitan Scheduling side by side so tracking numbers, campaign attribution, and customer-facing booking work as a single connected workflow. ## Best practices - **Move fast.** Speed-to-lead is the single biggest predictor of recovery. The *Open* tab in *Abandoned Calls* and *Second Chance Leads* surfaces the freshest opportunities — work it before the *Cold* tab. - **Filter aggressively.** Use the column filters to focus on a single account, a specific queue, or a campaign so you're working a coherent set of calls instead of jumping context. - **Treat the Cold tab as a coaching signal.** Volume in the *Cold* tab means follow-ups aren't getting done in time. Use the Cold Leads settings to define what "cold" means for your business, then review *Cold* regularly with managers. - **Keep status and notes up to date.** Status and notes give the rest of the team visibility into what's been tried. If it's a lead but you don't want to follow up, mark it Lead - not following up. If it's not a valid lead, mark it Reviewed - not a lead. Only mark a lead as Not a Lead if it truly doesn't qualify — mislabeling reduces the system's accuracy. - **Have a voicemail plan.** Before agents start working Second Chance Leads, decide what outbound caller ID to use, what callback number to leave, and whether the customer should call the original agent back or any available agent. - **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. ## 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 CSR takes a price-shopping call that doesn't book | Titan Intelligence flags it as a Second Chance Lead. A CSR follows up later that day with a callback or quote. | | A marketing campaign drives a surge through a tracking number | Tracking numbers route through Contact Center Pro queues. Abandoned calls and unbooked 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 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. | ## 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.servicetitan.com](https://enterprise-hub.servicetitan.com) 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 [Create and edit user roles in Enterprise Hub](/v1/docs/create-and-edit-user-roles-in-enterprise-hub). 5. Go to the *EnterpriseHub 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. 6. (Optional) In the same tab, select **Edit Voice Agent Settings** if this role configures Voice Agent. 7. Go to the *ServiceTitan permissions* tab and configure the *Phone settings* permission for any role that adds or assigns tracking numbers. 8. When finished, click **Save Changes**. Selecting a broader permission automatically includes its related sub-permissions. ## Step 2: Enable and configure Second Chance Leads 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*. 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-hh85eizp.png) ### Customize After Call Work Time 1. 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. 2. When finished, click **Save**. ### Customize Cold Leads settings 1. 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 the **User Management** module. 2. Select **Roles**. 3. Select a role to edit or create a new one. 4. Go to the *EnterpriseHub permissions* tab. 5. In the *Contact Center Pro* section, under *View and Action All Follow Ups*, select **Edit Second Chance Leads**. 6. When finished, click **Save Changes**. ![](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-ed0y4gpu.png) ## 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. The *Edit Voice Agent Settings* permission is required to configure Voice Agent. ### Access the Voice Agent settings 1. Navigate to Enterprise Hub, head to your Contact Center Pro account, and click **Settings**. 2. In the side panel, click **Voice Agent**. ![](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-0wbfbk49.png) ### Choose Global or Account Level The *Voice Agent settings* screen has two views: - **Global settings:** **Contact Center Pro** > **Settings** > **Voice Agent** (in side panel) > **Global** (top-right toggle). Default Voice Agent settings that apply to all tenant accounts in your network. Use Global to set a consistent baseline experience. - **Account Level settings:** **Contact Center Pro** > **Settings** > **Voice Agent** (in side panel) > **Account Level** (top-right toggle) > select a tenant account. Customize Voice Agent for individual tenants. Account Level settings override Global defaults. ![](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-nlb094ql.png) > [!NOTE] > **Note:** After you customize any tenant account's Voice Agent settings, they are considered custom and the Global settings no longer apply to that account — even if Global is later modified. ### Configure Persona 1. In *Voice Agent settings*, click **Edit** next to *Persona*. 2. In the *Customer Facing Names* section, enter: - **Voice Agent Name** — the name the Voice Agent uses to introduce itself. - **Customer-Facing Business Name** — the business name the Voice Agent provides to customers. 3. When finished, click **Save**. You can incorporate these names into Opening and Closing Messages using bracketed shortcut terms. ### Configure Transcript 1. In *Voice Agent settings*, click **Edit** next to *Transcript*. 2. In the *Opening and Closing Messages* section, update: - **Opening** — the message the Voice Agent uses to greet callers. - **Closing** — the message the Voice Agent uses to end the call. > [!TIP] > **Tip:** Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name]. A live preview appears to the right of each field. 1. Under *Dispatch Fee Message*, configure what the Voice Agent should say in each scenario: - **No specified dispatch fee** — mentions a fee may apply without stating an amount. - **Free service** — states the job has no dispatch fee. - **Specific amount** — states the fee amount set up in *Job Types and Fees*. 2. When finished, click **Save**. ### Configure Skills and Capabilities In *Voice Agent settings*, configure *Skills and Capabilities* to control which scheduling actions the Voice Agent is allowed to perform. ### (Account Level only) Configure Job Types and Dispatch Fees For an individual tenant in the *Account Level* view, select **Job Types and Dispatch Fees** to choose which job types the Voice Agent can book and how dispatch fees are communicated for that account. For complete field-level guidance, see [*Configure Voice Agent Global settings in Contact Center Pro*](/v1/docs/ccp-configure-voice-agent-global-settings-in-contact-center-pro) and [*Configure Voice Agent Account Level settings in Contact Center Pro*](/v1/docs/ccp-configure-voice-agent-account-level-settings-in-contact-center-pro). ## 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:** Complete the *Register to Enable Text Messaging* form before requesting a number. Without this, your numbers aren't verified and SMS delivery fails. Marketing Pro 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 Number**. ![](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-6es1xfbs.png) 1. In the *Add Number* window, find the number you want to add. - To add a Local number, search by **Area Code** or **Zip code**. > [!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**. 2. (Optional) To include a specific set of digits, enter them in the *Contains* field. 3. Click **Search Numbers**. 4. Select the number you want to add. To see more options, click **Load More**. 5. Click **Choose Number**. 6. 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. 7. 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. Newly acquired numbers are available in Contact Center the next day. If it's time-sensitive, email ccprosupport@servicetitan.com for assistance. ## Find and prioritize abandoned calls in Contact Center Pro The *Abandoned Calls* screen displays calls where the caller hung up before reaching an agent. 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**. ![](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-k0tgjdez.png) 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. Voicemails and forwarded calls are not classified as abandoned. ### 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. Editable. - **Age** — call date and how much time has passed since the call ended. - **Duration** — length of the call before it was abandoned. - **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. ## Manage and convert an abandoned call into a booked job In the *Open* tab, statuses progress as a CSR works the call: **New** → **Contact Attempted** → **Follow-up Needed** → **Resolved**. To work an abandoned call: 1. From the *Open* tab, click the row of the call you want to work. 2. Click the phone number to initiate a click-to-call. The status automatically updates to *Callback Attempted*. 3. If the customer answers, take the call through to a booked job in the *Job Booking* screen. 4. If you leave a voicemail, set the status to *Follow-up Needed* and add a note explaining what number to expect the callback on and what context the next agent needs. 5. When the call is booked or otherwise wrapped up, update 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. ## Work unbooked calls flagged as Second Chance Leads Second Chance Leads (SCL), powered by Titan Intelligence, automatically reviews and flags unbooked calls that can be recovered with a quick follow-up to the customer. It highlights only the most promising opportunities so your team can focus on high-quality leads without extra effort. The *Edit Second Chance Leads* permission is required. To access *Second Chance Leads*: 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups** > **Second Chance Leads**. The screen is structured into three tabs: - **Open** — all new customer conversations that haven't been marked Resolved or Dismissed. - **Cold** — leads that have remained unreviewed for the length of time set in *Cold Leads* settings. - **Done** — past communications marked Resolved or Dismissed. ### Filter Second Chance Leads Click *Filter* next to a column header to narrow the results. You can filter by: - **Status** — current stage of the lead. Editable. - **Notes** — notes left by the agent during call classification. - **Age** — call date and how much time has passed since the call ended. - **Account** — the tenant account associated with the call. - **Customer** — the customer's name (if available) or the phone number used to place the call. - **Type** — the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and whether they were booked. - **Reason** — the reason selected during call classification, explaining why the call was not initially booked. - **Agent** — the name of the agent who handled the original call. ### Work a Second Chance Lead 1. From the *Open* tab, select the lead you want to work by clicking View. 2. Review the call details, notes, and reason the original call didn't book. 3. Initiate a callback from the lead. 4. If the customer answers, take the call through to a booked job in the *Job Booking* screen. 5. If you leave a voicemail, update the status and add a note for the team. 6. When the lead is booked, update the status to *Resolved*. If the lead isn't valid, mark it *Reviewed - not a lead*. If it's a lead but you don't want to follow up, mark it *Lead - not following up*. > [!WARNING] > **Caution:** Only mark a lead as Not a Lead if it truly doesn't qualify. Mislabeling can reduce the system's accuracy in detecting real leads. ## Review performance with the Unbooked and Abandoned Calls report Use the *Unbooked and Abandoned Calls* report to review recovery performance, spot trends by campaign, and identify coaching opportunities for CSRs. To open the report: 1. In ServiceTitan, click **Reports** in the navigation bar. 2. In the side menu, click **All Reports**. 3. Open **Unbooked and Abandoned Calls**. Filter by: - **Date range** — presets include Today, Yesterday, This Week, Last Week, This Month, Last Month, This Year, Last Year, or a custom range. - **Date type** — Call Date, Job Completion Date, Job Creation Date, or Job Scheduled Date. Available columns include ID, Call Date, Call Time, Call Type, Direction, Name, Call Campaign, Caller Phone Number, Customer Name, and Recording. Compare campaign-level performance to evaluate where unbooked and abandoned volume is concentrated, then bring those findings back into Contact Center to refine queues, routing, and Voice Agent skills. ## Want to learn more? - See [Second chance leads CSR best practices in ServiceTitan Max](/v1/docs/second-chance-leads-csr-best-practices-in-servicetitan-max) - See [Configure Contact Center in ServiceTitan Max](/v1/docs/configure-contact-center-pro-in-servicetitan-max) 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) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [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) 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 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 integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)