Overview
This guide walks ServiceTitan Max administrators through configuring Contact Center in order — Enterprise Hub provisioning, the prerequisites that have to be in place before routing, call routing, greetings, and voicemail setup. Follow it end-to-end on your first setup, then return to specific steps as needed.
Who uses this feature
Administrators and office managers
Applies to all business types
Applies to all trades
Feature configuration
The Edit Routing Workflows and View & Edit User Management permissions are required to complete the steps in this guide. Contact your account administrator if you do not have them.
Things to know
Complete the steps in the order presented. You cannot route calls without users and the other prerequisites in place, configure greetings without routing in place, or attach voicemail without a routing workflow.
Contact Center Pro permissions are managed in Enterprise Hub, not in ServiceTitan Settings.
Always use the same email address in Enterprise Hub that an employee uses in their ServiceTitan profile. Different emails create duplicate accounts and break agent performance metrics.
You can save a routing workflow at any stage — even before it is complete — and return to finish later. A workflow in Draft status does not route calls; only Active workflows do.
Group voicemails are configured inside a routing workflow. Personal voicemails are configured per employee in User Management.
Once a routing workflow is published to Active, you cannot revert it to Draft. You can still edit it.
Step 1: Provision Enterprise Hub
Enterprise Hub is the single sign-on layer for Contact Center Pro and ServiceTitan. Every Contact Center user must have an Enterprise Hub account.
Set up your Enterprise Hub access
With ServiceTitan Max, your Enterprise Hub account will be created and an invitation will be sent to the point of contact or administrator on file.
Open the email from noreply@servicetitan.com inviting you to set up your Enterprise Hub log-in.
Follow the link in the email and finish setting up your account.
Sign in to Enterprise Hub at go.servicetitan.com using your new Enterprise Hub username and password.
You can keep using your previous ServiceTitan log-in until your go-live date. Either way, your Enterprise Hub permissions take effect as soon as they are assigned.
Note: If you cannot sign in, contact your Pro Account Manager.
Create roles
Roles control what users can do in Enterprise Hub and across ServiceTitan accounts. With Contact Center Pro, you assign roles to users instead of configuring permissions on each employee record.
In Enterprise Hub, go to User Management > Roles.
Click Create New Role.
Follow the prompts to name the role and select its permissions:
Enterprise Hub permissions — control access inside Enterprise Hub. Grant users the View My Tenants permission.
ServiceTitan permissions — control what users can do inside each ServiceTitan tenant. Match the same permission set the user has today in their ServiceTitan employee profile.
Click Save.
Caution: Enterprise Hub roles are for office employees who use or configure Contact Center Pro. Do not create Enterprise Hub roles for technicians.
Tip: Map out your roles in a spreadsheet before you start. List each role, who it applies to, and the permissions each one needs. This saves time when you create users in the next step.
Create users
Every Contact Center user must have an Enterprise Hub user account. Create them in batches by role.
In Enterprise Hub, go to User Management > Users.
Click Add User and enter the user's personal information.
Use the same email address that appears in the employee's ServiceTitan profile. Mismatched emails create duplicate accounts and reset agent performance metrics.
Assign one or more roles to the user.
Assign the user to the ServiceTitan tenants they need access to.
Click Save.
Repeat for each batch of users. Your ServiceTitan onboarding specialist guides you through the final Contact Center Pro user configuration — assigning seats, direct lines, and phone settings — during implementation.
Step 2: Complete the prerequisites
With Enterprise Hub provisioned, complete these four prerequisites before you build a routing workflow. Each one lives in its own dedicated article — work through them in any order, then return here for Step 3.
Add or port your phone numbers — Bring every advertised number your business uses into ServiceTitan so each one becomes a tracking number. Include marketing tracking numbers and any employee direct lines you want to keep. See Add and assign tracking numbers in Contact Center Pro.
Set up Job Booking preferences — Customize the Job Booking screen so CSRs see the right fields when a call comes in. See Configure fields on the Job Booking screen.
Configure call reasons — Define the reasons your CSRs use to classify each call. Call reasons drive CSR scorecards, call metrics, and marketing attribution, so set them up before CSRs start taking calls.
Confirm your network setup — Contact Center is a Voice over Internet Protocol (VoIP) platform, so call quality depends on a stable, wired connection with the right configuration. Review the required ports, protocols, and Fully Qualified Domain Names (FQDNs) in Contact Center Pro network recommendations and setup.
Tip: The phone numbers and call reasons you set up here drive everything that follows. Tracking numbers become the entry points for your routing workflow in Step 3, and call reasons appear in every IVR menu and queue you build.
Step 3: Set up call routing
A routing workflow defines how every inbound call moves through Contact Center — from the tracking number the customer dialed to the person, queue, or voicemail that eventually answers. Plan your routing before you build it. Think through:
How many business locations (tenants) you manage
Your business hours
Whether you want overflow support (for example, Live Services)
The call types you handle most often (appointments, billing, general)
Most single-account companies need just one workflow. Multi-tenant companies usually benefit from a separate workflow per account.
Create a routing workflow
In Enterprise Hub, access Contact Center Pro, click Settings.
In the Settings section, go to Routing Workflows > Workflows.
Click Create Workflow.
Enter a Workflow Name.
Select Inbound Call as the workflow type.
Click Next.
Add entry points
Entry points are the unique tracking numbers that route through this workflow. Each entry point can belong to only one workflow at a time.
In the new workflow screen, click Start.
In the Entry Points flyout, select the phone numbers you want to assign to this workflow. Filter by Status, Account, or Channel to find numbers faster, or select all available numbers in bulk.
Click Save.
Add routing modules
After your entry points are set, click Add to drop modules into the workflow. The most common modules are:
Module | What it does |
|---|---|
Date/Time Rule | Routes calls differently for business hours, after hours, holidays, and other custom schedules. |
IVR (Automated Response Menu) | Plays an automated menu so callers can self-route by pressing a digit. |
Queue | Sends the call to a queue where it waits for an available CSR. |
Voice Agent | Routes the call to a virtual agent that collects information or handles spam. |
Call Forwarding | Forwards the call to another number. |
Group Voicemail | Sends the call to a shared voicemail box. |
You can also add a Text-To-Speech or Sound File module to play an audio message anywhere in the flow.
Tip: You can rearrange the workflow at any time using click-and-drag editing. If you delete a Date/Time Rule or IVR module, any branches beneath it are deleted with it.
Publish the workflow
A workflow in Draft status does not route calls. Once your workflow is complete:
Review every endpoint. Contact Center shows an error if any path is missing an endpoint.
Click Publish to set the workflow to Active.
Calls to the assigned entry points now route through your workflow.
Caution: Once you publish a workflow, you cannot revert it to Draft. You can still edit it. Do not delete an active workflow that has entry points assigned — callers to those numbers will not connect. Reassign the numbers to a different workflow first.
Step 4: Set up greetings
Greetings are the messages callers hear at three points in the workflow: when the call first connects, when they reach the Automated Response Menu, and when they reach a voicemail box.
Configure the pre-routing greeting
The pre-routing message plays as soon as a call connects to your workflow — before any routing logic runs. Most businesses use it for recording disclosure.
In your routing workflow, click the Pre-Routing Message step.
Enter a name for the message.
Enter the script callers will hear.
Example: Thank you for calling Titan Home Services. All calls are being monitored and recorded.
Click Save.
Note: Notifying customers that you are recording the call is a legal requirement in many locations. Confirm what is required in your service area before you finalize the script.
Configure Automated Response Menu (IVR) greetings
If your workflow includes an IVR module, the IVR greeting introduces the menu options.
In your routing workflow, click the IVR (Automated Response Menu) module.
Enter the IVR greeting — the audio callers hear when they reach the menu.
Example: Press 1 for appointments, 2 for billing, or 3 for general questions.
Define each menu option and what it routes to (a queue, another IVR, voicemail, etc.).
Click Save.
For more on building out an IVR, see Set up your Automated Response Menu (IVR) routing in Contact Center Pro.
Configure voicemail greetings
Voicemail greetings are set up as part of the voicemail box itself. See Step 5 for full voicemail setup. Each group voicemail supports three greeting formats:
Text-to-Speech — type a script and Contact Center generates the audio.
Audio File — upload a pre-recorded .mp3, .wav, or .ogg file.
Record Message — record the greeting directly in Contact Center Pro.
Step 5: Set up voicemail
Contact Center supports two types of voicemail:
Group voicemail — shared across multiple users. Configured inside a routing workflow.
Personal voicemail — assigned to one employee. Configured in User Management.
Set up the type that matches how you want missed calls handled.
Create a group voicemail
Group voicemail is the right choice for company calls — main line, after-hours, or department-specific overflow.
In your routing workflow, click Add at the point where unanswered calls should route to voicemail.
Select Group Voicemail as the routing module.
In the Group Voicemail flyout, select Create new group voicemail.
To reuse a voicemail you already built, select Select existing group voicemail instead. Only group voicemails appear here; personal voicemails are not available.
Enter the Group Voicemail Name. The name defaults to the voicemail number.
Configure the Voicemail Greeting (see below).
Configure the Voicemail Access PIN (see below).
Configure Notification Settings to send email alerts when voicemails arrive (see below).
Click Save.
Note: Changes to a group voicemail affect every workflow that uses it. If you update the greeting in one workflow, the change applies everywhere that voicemail is referenced.
Set the voicemail greeting
In the Voicemail Greeting section, click Edit.
Choose a greeting format:
Text-to-Speech — enter a script. Contact Center Pro converts it to audio.
Audio File — upload a .mp3, .wav, or .ogg file.
Record Message — click Record to record directly in the browser. Use Pause and Resume as needed, then click Save.
Click Confirm.
Contact Center adds the generated audio to the Audio File section, where you can download it for backup or delete it to replace it.
Set the voicemail PIN
In the PIN # field, enter the PIN that employees will dial to access the voicemail box.
Click Save.
Employees can change the PIN at any time from their phone. PIN changes made by phone sync back to the voicemail settings automatically.
Set notification settings
Email notifications alert recipients when new voicemails arrive.
In the Notification Settings section, enable the Send voicemails to email toggle.
From the Primary Recipient Email Address dropdown, choose the user who should receive notifications.
(Optional) From the CC Recipients Email Address dropdown, select up to 10 additional recipients.
Caution: For security, the recipient dropdowns only list Enterprise Hub user emails. Custom or external emails are not supported. To send a notification to an external address, forward the email from a recipient's inbox.
Get the mailbox number
After you save the voicemail, Contact Center generates a Mailbox number. Employees need both the mailbox number and the PIN to retrieve messages by phone.
After publishing the workflow, click the Group Voicemail module again.
Find the Mailbox number in the voicemail details.
Share the mailbox number and PIN with the employees who need access.
Enable personal voicemail for an employee
Personal voicemail applies to calls placed to an employee's Personal Line — not to calls routed through the contact center. Enable it per employee in User Management.
In Contact Center Pro, go to Settings > User Management.
Select the employee.
In the User Details flyout, enable the Personal Voicemail toggle.
In the confirmation pop-up, click Save.
Enable the Allow Email Notifications toggle. The Primary Recipient Email Address is pre-filled with the employee's Enterprise Hub email.
(Optional) From the CC Recipients Email Address dropdown, select up to 10 additional recipients.
The employee customizes their own greeting and PIN from their My Phone Settings tab. Administrators do not set those.
Caution: If you disable personal voicemail for an employee, they lose access to their previous messages. Voicemails are not stored after the toggle is turned off.
Frequently asked questions
Why do I need Enterprise Hub if I only have one ServiceTitan account?
Enterprise Hub provides the single sign-on layer Contact Center Pro requires to bridge ServiceTitan and the contact center.
Can a user have more than one role?
Yes. You can assign multiple roles to a single user. The user gets the combined permissions from all assigned roles. You can also enable or disable specific roles for specific tenants.
What happens when I deactivate a user in Enterprise Hub?
Within an hour, the system removes their seat, Direct Line, personal voicemail, queue memberships, and voicemail assignments. If they were the primary recipient on a group voicemail, the first CC recipient is promoted to primary.
Can I have calls rollover from a queue immediately if no one is available?
Not at this time. Calls wait in the queue until the rollover time you have configured.
Will changes to a group voicemail affect other workflows?
Yes. Any edit to a group voicemail — greeting, PIN, notifications — applies to every routing workflow that uses that voicemail.
Can I notify an external email address when a voicemail arrives?
Not directly. The recipient dropdowns only list Enterprise Hub user emails. To notify an external address, set up an internal recipient and have them forward the email.