--- title: "Configure Voice Agent Global settings in Contact Center Pro" slug: "ccp-configure-voice-agent-global-settings-in-contact-center-pro" updated: 2026-04-25T17:15:06Z published: 2026-04-25T17:15:06Z --- > ## 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 Global settings in Contact Center Pro ## Overview Global settings define the default Voice Agent configuration for all tenant accounts. To access Global settings, open **Voice Agent** settings and select **Global** in the top-right corner. Configure the following settings - [**Persona**](/v1/docs/ccp-configure-voice-agent-global-settings-in-contact-center-pro#persona)**:** Define the agent's name and your business names. - [**Transcript**](/v1/docs/ccp-configure-voice-agent-global-settings-in-contact-center-pro#transcript)**:** Set opening and closing messages, and dispatch fee messaging. - [**Skills and Capabilities**](/v1/docs/ccp-configure-voice-agent-global-settings-in-contact-center-pro#skills-and-capabilities)**:** Control which scheduling actions the agent can perform. --- ### #### 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. ## Persona 1. In the *Voice Agent* settings, click **Edit** next to *Persona*. ![Voice Agent settings with options for Persona, Transcript, and Skills management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-na2g6vat.png) 2. In the *Customer Facing Names* section, enter the following: ![Input fields for Voice Agent and Customer-Facing Business Name in a user interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-50cukwjj.png) You can then incorporate these names into your *Opening* or *Closing Messages* using bracketed shortcut terms. - **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. 3. When finished, click **Save**. ## Transcript #### Opening and Closing Messages 1. In the Voice Agent settings, click **Edit** next to *Transcript*. ![Voice Agent settings with options for Persona, Transcript, and Skills and Capabilities.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-v0a3o4na.png) 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]. - **Opening**: The message the Voice Agent uses to greet callers. - **Closing**: The message the Voice Agent uses to end the call. ![Transcript interface showing opening and closing messages for a voice agent.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-0s2o6xru.png) 3. A live preview appears to the right of each field, showing how the message will sound with your account's details filled in. > [!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. 4. When finished, click **Save**. #### 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*.![Dispatch fee messages with examples for different service scenarios and character limits.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-0ppo7j26.png) 2. 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). ## Skills and Capabilities 1. Click **Edit** next to *Skills and Capabilities*. ![Overview of Voice Agent settings including Persona, Transcript, and Skills options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-zgxvvkmw.png) 2. Configure the following: - **Book jobs directly:** Enable the Voice Agent to schedule jobs without generating a follow-up message for a live agent. - **Confirm and reschedule appointments:** Enable the Voice Agent to confirm existing appointments and reschedule them when needed.![User interface showing job handling options for a voice agent's capabilities.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---configure-voice-agent-global-settings-in-contact-center-pro-image-nc3ml2yb.png) 3. 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). ## 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)