Configure your Voice Agent settings

Overview

Contact Center Pro Voice Agent (VA) transforms customer service by automating routine tasks and ensuring uninterrupted support, especially during off-hours, holidays, or peak times. Leveraging Titan Intelligence (TI) and natural language processing, it enhances your call center efficiency by automating job bookings and flagging spam calls.

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 your ServiceTitan (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.

Voice Agent overview

The Voice Agent (VA) quickly understands customer inquiries, gathers key details, delivers precise answers, sets up actionable follow-ups, books jobs, and escalates issues beyond its scope. This automation cuts missed calls, non-revenue interactions, and agent workload while reducing wait times and boosting customer satisfaction.

Use cases

• Setup and customization: You can set up a default Voice Agent for all your tenant accounts or customize Voice Agent settings for a specific tenant as needed.

• Assignment in workflows: When setting up your Routing Workflow, you can place the Voice Agent at any stage of the customer journey. It can be assigned for after-hours support or as a fallback option to improve operational efficiency.

• Data collection and usage: The VA accesses company data during customer interactions to identify customer records, record key details, and facilitate follow-ups. It can:        

  • Create and update customer records.

  • Verify and confirm existing customer information.

  • Confirm the appointment date and time with the customer and reschedule when needed.

  • Generate VA Follow Ups with relevant details.

  • Book appointments based on customer needs directly to your ServiceTitan account.

  • Automatically classifies call types – for example, Excused or Unbooked – and assigns call reasons for unbooked calls based on AI analysis of the call transcript.

• Membership recognition and recurring services: For customers with an active membership, the Voice Agent personalizes the call greeting and books eligible jobs against recurring service events instead of one-off jobs.

• Spam call detection: The VA detects and categorizes spam calls, helping your customer service representatives prioritize legitimate inquiries. It also logs spam calls and creates VA Follow Ups.

• Escalation: The VA identifies that the call is outside its scope and escalates the call when:

  • The case is not a new job booking or a spam call.

  • The caller asks for a live agent.

  • It detects frustration from the caller.

Access the Voice Agent settings

To open Voice Agent settings in Contact Center Pro:

1. Navigate to your Contact Center Pro account and click Settings .

2. In the side panel, click Voice Agent.

Account Level and Global settings

The Voice Agent settings screen has two views:

• Global: Configure default Voice Agent settings that apply to all tenant accounts in your network. Use this view to set up a consistent baseline experience.

• Account Level: View all tenant accounts in your network and customize Voice Agent settings for individual tenants. Account-level settings override the Global defaults.

Configure Global settings

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: 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.

For more, see Configure Voice Agent Global settings in Contact Center Pro.

Configure Account Level settings

Account Level settings let you customize the Voice Agent for individual tenant accounts.

To access Account Level settings for a specific tenant:

1. Open Voice Agent settings and select Account Level in the top-right corner.

2. Select a tenant account and configure the following settings:        

   • Persona: Define the agent's name, business name, and knowledge base files.

   • 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: Select which job types the agent can book and how dispatch fees are communicated.

For more, see Configure Voice Agent Account Level settings in Contact Center Pro.

Note: 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.

Now that you've completed the Voice Agent setup, learn how to Integrate VA into your routing workflow to automate processes.

Want to learn more?

• See Contact Center Pro

• See Set call routing rules in Contact Center Pro

• See View and manage Voice Agent Follow Ups