Coming ST-81
Overview
Voice Agent's Escalation and Rules settings control what happens when your Voice Agent detects a specific situation on a call. Trigger by trigger, you choose whether the Voice Agent hands the call to a live person or takes a message. You can also turn on additional built-in trigger types and build custom triggers for scenarios specific to your business.
This gives your office direct control over which calls reach a person and which are captured for follow-up.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Feature configuration
Your account must have Voice Agent, which is part of the Virtual Agents package. This feature is included automatically — there is no separate add-on or opt-in.
Administrator access to Voice Agent Settings is required to use this feature. Please contact the account administrator on your team.
Things to know
Escalate call — When the trigger condition is detected, the Voice Agent hands the call to a live person.
Take a message — When the trigger condition is detected, the Voice Agent stays on the call and takes a message instead of transferring.
Previously, each trigger was a single checkbox: a checked box escalated the call and an unchecked box took a message, with no label to show which was happening.
Existing escalation settings carry over automatically. A previously checked trigger becomes Escalate call, and an unchecked trigger becomes Take a message.
You only need to make changes if you want to adjust behavior, turn on more triggers, or add a custom trigger.
When a trigger is set to Take a message, the Voice Agent records the caller's message as a task so your team can follow up.
If no task is in place, a taken message may not route to anyone.
Best practices
Set up your task types before using Take a message. Use either a single catch-all task that captures every message, or individual task types mapped to specific escalation triggers. For more information on setting up task types, see
Give each custom trigger a clear name that describes the situation it covers.
Set an action for a trigger
Go to AI Concierge › Agent Studio.
Open the Escalation and Rules section.
Find the trigger you want to configure.
In the trigger's action dropdown, select Escalate call or Take a message.
Save your changes.
Create a custom escalation trigger
For situations not covered by a built-in trigger, you can define your own — for example, escalating when a caller complains about a past job or reports a driver.
In Escalation and Rules, select the option to add a custom trigger.
Give the trigger a clear name that describes the situation (for example, "Complaint about a past job").
Add the phrases that should trigger the escalation.
Choose the trigger's action — Escalate call or Take a message.
Save your changes.
Want to learn more?
Configure your Voice Agent Settings in ServiceTitan
Configure Voice Agent Account Level settings in Contact Center Pro