--- title: "Configure Voice Agent Account Level settings in Contact Center Pro" slug: "ccp-configure-voice-agent-account-level-settings-in-contact-center-pro" updated: 2026-10-15T02:57:18Z published: 2026-10-15T02:57:18Z canonical: "help.servicetitan.com/ccp-configure-voice-agent-account-level-settings-in-contact-center-pro" --- > ## 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. # Configure Voice Agent Account Level settings in Contact Center Pro ## Overview Account Level settings let you customize the Voice Agent for individual tenant accounts. After you customize any tenant account VA settings, they are considered custom and the Global settings no longer apply to that account — even if the Global settings are later modified. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager (CSM) or Pro Account Manager (PAM) to request a network. - The *Edit Voice Agent Settings* permission is required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area. - Voice Agent settings are organized into two views: *Global* and *Account Level*. Global settings act as the default for all tenant accounts. Account Level settings let you customize the Voice Agent for a specific tenant. - After you customize any of your tenant account VA settings, they are considered custom, and the default settings no longer apply. Custom settings override default settings, even if the default settings are later modified. - Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a Call—regardless of the outcome. ## Access Account Level settings 1. Open **Voice Agent** settings and select **Account Level** in the top-right corner. 2. Select a tenant account. ![Table displaying tenant names, customer-facing business names, voice agents, and last modified dates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-p3dgdssh.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) 3. Configure the following settings: - **Persona:** Define the agent's name and your business names. - **Transcript:** Set opening and closing messages, and dispatch fee messaging. - **Skills and Capabilities:** Control which scheduling actions the agent can perform. - **Job Types and Dispatch Fees:** Choose which job types the agent can book, reschedule or cancel and how dispatch fees are communicated.![Overview of Titan Home Services with sections for managing voice agent settings and capabilities.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-92ccc9yu.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) ## Set up your Persona 1. In the *Voice Agent* settings, click **Edit** next to *Persona*. 2. In the *Customer Facing Names* section, enter the following: - **Voice Agent Name:** Enter the name the voice agent should use to introduce itself to callers. - **Customer-Facing Business Name:** Enter the business name you would like your voice agent to provide to customers. You can then incorporate these names into your *Opening* or *Closing Messages* using bracketed shortcut terms. 3. In the *Persona Customization* section, configure the following settings: - Select the **Persona** for your Voice agent. Click **Preview Voice** to hear how the agent sounds. - (Optional) Click **Edit Voice Settings** to customize the following: - **Speed:** Select *Slower*, *Normal*, or *Faster*. Hover over the info icon to learn what each option controls. - **Stability:** Select *More variable*, *Balanced*, or *More stable*. - **Similarity Boost:** Select *Low*, *Medium*, or *High*. - **Background Sound:** Select **Add subtle keyboard typing sounds** to simulate an agent typing in the background, making calls feel more like a live interaction. - Click **Save** to apply the voice settings, or **Reset** to return all settings to their default values. > [!NOTE] > **Note:** By default, all settings are set to their middle values, and Background Sound is enabled. - (Optional) Enable the **Spanish** toggle to allow customers to interact with the agent in both English and Spanish. 4. Configure the *Knowledge Base* section: 1. Click **Upload File** and select the documents you want the voice agent to reference. 2. (Optional) Click **Add Description** to add a brief summary about the document. 5. When finished, click **Save**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-2-image-p65yy8in.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) ## Set up your Transcript #### Opening and Closing Messages 1. In the Voice Agent settings, click **Edit** next to *Transcript*. 2. In the *Opening and Closing Messages* section, update the following fields: > [!TIP] > **Tip:** Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name]. ![Instructions for selecting opening and closing messages for a voice agent call.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-9tb61wr3.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) A live preview appears to the right of each field, showing how the message will sound with your account's details filled in. - **Opening**: The message the Voice Agent uses to greet callers. - **Closing**: The message the Voice Agent uses to end the call. 3. When finished, click **Save**. > [!NOTE] > **Note:** The default 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. #### Custom Follow Up Questions 1. In the *Custom Follow Up Questions* section, click **+ Add Issue** to add a new entry. 2. For each entry, complete the following: - **Issue Type:** Enter the issue type or job type this question applies to. - **Question 1:** Enter the first follow-up question the agent will ask. - **Question 2 (Optional):** Enter a second follow-up question if needed. 3. Repeat for each additional issue type. Click **+ Add Issue** to add more entries. 4. When finished, click **Save**. ![Custom follow-up questions for booking jobs related to electrical issues and circuit breakers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-ud10ghkd.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) #### Dispatch Fee Message 1. Under **Dispatch Fee Message**, configure what the VA should say based on the scenario: - **No specified dispatch fee:** Mentions a fee may apply without stating an amount. - **Free service:** States that the job has no dispatch fee. - **Specific amount:** States the fee amount set up in *Job Types and Fees*. 2. When finished, click **Save**. ![Instructions for dispatch fee messages to be communicated by the Voice Agent.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-az9v5if7.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) ## Set up Skills and Capabilities 1. In the *Voice Agent* settings, click **Edit** next to *Skills and Capabilities*. 2. Under **Job Handling**, select the actions you want to enable: > [!NOTE] > **Note:** These capabilities set what your Voice Agent is allowed to do overall. You also choose which job types each action applies to under **Job Types and Dispatch Fees**. Both the capability here and the job type toggle there must be on before your Voice Agent takes that action. - **Book jobs directly:** Allows the Voice Agent to create a new job booking during the call. - **Confirm and reschedule appointments:** Allows the Voice Agent to look up existing appointments and make changes on the caller's behalf. - **Cancel appointments:** Allows the Voice Agent to cancel existing appointments. - **Offer to reschedule before cancelling:** Prompts the caller to reschedule the Appointment before completing the cancellation. - **Offer dispatch fee waiver during retention:** Allows the Voice Agent to offer a dispatch fee waiver to encourage the caller to keep or reschedule the appointment. - **Offer discount during retention:** Allows the Voice Agent to offer a discount during the retention flow. - **Book jobs after hours:** Allows the Voice Agent to book jobs outside of regular business hours. - Select Outside Business Hours to use the business hours configured in ServiceTitan **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) **> Operations > Business Hours**. - Select **Custom Timeframe** to specify the exact days and times the Voice Agent should treat as after-hours. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-2-image-lrgm8wwb.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) 3. In the **Payment Collection** section, enable the **Send payment link via SMS** toggle. When a caller indicates they want to make a payment, the Voice Agent verifies the caller's identity using caller ID, confirms the Invoice amount and invoice date, and sends a secure payment link by text message. The caller can then complete the payment on their device. If the caller's identity cannot be verified, the call is escalated to a live agent. 4. In the **Recurring Service Scheduling** section, define when Membership Recurring services are eligible for booking. - Select **Eligible From** to set the service date as the earliest booking date. - Select **Eligible Until (Due By)** to set it as the latest date. Use the *Grace Period* field to allow additional days before or after the service date. 5. When finished, click **Save**. ## Set up Job Types and Dispatch Fees 1. In the *Voice Agent* settings, click **Edit** next to *Job Types and Dispatch Fees*. 2. For each job type, turn on the actions you want your Voice Agent to take: **Voice Agent Can Book**, **Voice Agent Can Reschedule** or **Voice Agent Can Cancel**. Each toggle works independently, and **Voice Agent Can Reschedule** also covers confirming an existing appointment. ![Table displaying job types, business units, and dispatch fees for plumbing and HVAC services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/Job Types and Dispatch Fees VA Update(2).png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) > [!TIP] > **Tip:** Select multiple job types and click **Enable**; to stop booking, turn off the toggle or select job types and click **Disable**. 3. (Optional) In the *Description* column, click **Add description**, enter a short summary to help the voice agent match the customer's request. 4. In the *Dispatch fee* and *After-Hours Dispatch Fee* column, set a fee per job type. 5. Select one of these options: - **No specified dispatch fee:** Mentions a fee may apply without amount. - **Free service:** Does not mention anything regarding a dispatch fee. - **Specific amount:** Quotes the exact amount for that job type.![User selects 'No specified dispatch fee' option for plumbing service inquiry.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-m39mehmj.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) 6. Click **Apply**. 7. When finished, click **Save**. For more, see [Manage Job Types and Dispatch Fees for Voice Agent calls](/v1/docs/manage-job-types-and-dispatch-fees-for-voice-agent-calls). ## Set up Escalation and Rules #### Escalation Triggers Escalation Triggers let you decide which situations automatically escalate a call. Triggers are organized into four categories: *Sentiment*, *Appointment and Scheduling*, *Operational Constraints*, and *Verification and Identity*. 1. Under *Escalation Triggers*, select the checkbox next to each situation you want to escalate, or deselect any you want the voice agent to handle on its own. 2. When finished, click **Save**. ![List of escalation triggers for customer service calls with highlighted rescheduling request.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-ucq0fbnl.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) #### Escalation Notifications Escalation notifications send email summaries to selected recipients whenever a Voice Agent call ends without a booking. This helps your team quickly follow up and capture missed leads. 1. Under *Email Notifications*, select **Enable email notification for Unbooked Jobs**. 2. In the **Email Recipients** field, enter the email addresses to receive notifications, separated by commas or spaces. ![Settings for email notifications with options for recipients and alerts management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-image-6u1504us.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) ## Set up Inbound SMS Use the **Inbound SMS** settings to control how the SMS Agent handles incoming customer text messages, when conversations restart, and who receives escalation notifications. 1. Turn on the **Inbound SMS** toggle. When enabled, the SMS Agent automatically responds to inbound text messages sent to eligible phone numbers with SMS enabled and approved TCR registration. 2. Under **Phone numbers**, choose the numbers the SMS Agent should manage. > [!NOTE] > **Note:** Only eligible SMS-enabled numbers appear in the list. 3. Use Re-engagement Delay to set the minimum amount of time since a manual communication has occurred with the customer to determine if the SMS Agent can respond. If a customer has had a manual communication within the defined time duration, the SMS Agent will not respond to those messages in order to allow a live agent to continue the existing conversation. Once this window passes with no further manual message, the SMS Agent simply resumes responding as usual — it does not send anything on its own. This setting controls only when the agent stays quiet; it is not a scheduled follow-up or reminder, and inbound SMS does not currently support automated follow-up outreach. 1. Turn on Enable email notification for escalated inbound SMS conversations to notify team members when a conversation is escalated. 4. In *Email Recipients*, enter one or more email addresses. ![Settings for enabling inbound SMS conversations and managing re-engagement delays.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-2-image-660mg6ra.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) These recipients receive email notifications for escalated inbound SMS conversations. ## Add multiple Voice Agents You can create multiple voice agents for the same account. Each agent is fully independent and can be configured with different personas, transcripts, job types, and escalation rules, for example, to serve different business units or phone lines. 1. On the *Voice Agent* settings screen, click **+ Add Voice Agent**. 2. In the **Add Voice Agent** dialog that appears: 3. Enter a **Voice Agent Name**. 4. (Optional) Select **Copy settings from an existing agent** to use a configured agent's settings as the starting point instead of default settings.![User interface for adding a voice agent with options for naming and settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-account-level-settings-in-contact-center-pro-2-image-hhnjz4jw.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A13%3A29Z&se=2026-10-16T12%3A13%3A29Z&sr=c&sp=r&sig=VDqOLLZGCACsosCQO%2BFM6jRSfaYIv6uib8FR2TVJDiQ%3D) 5. Click **Add Voice Agent**. The new agent appears as a tab on the *Voice Agent* settings screen. Configure its settings using the steps in this article. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [View and manage Voice Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups) 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 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 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 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) 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 finalized billing document sent to a customer after work is completed, generated from job records in ServiceTitan. **What it does:** Records all work performed and charges for accurate payment collection, financial reporting, and accounting integration. **Also called:** Bill, Work order invoice **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A recurring service contract sold to customers that provides scheduled maintenance visits and priority service at a set monthly or annual price. **What it does:** Creates predictable recurring revenue, improves retention, and gives a steady base of scheduled work for the dispatch board. **Where to find it:** Follow Up › Recurring Service Events. **Also called:** Maintenance plan, Service contract **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/grow-recurring-revenue-with-memberships-1) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The package of service visits included with a membership. When you sell a membership, recurring services are attached to the customer service location with details including start dates, service recurrence, and preferred technician. These details are used to create recurring service events. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)