Configure your Voice Agent Settings in ServiceTitan

Overview

ServiceTitan's Voice Agent (VA) is an AI-powered virtual assistant that answers inbound customer calls, books jobs, and handles common caller inquiries. Administrators configure Voice Agent settings to define the agent's identity, conversation behavior, job booking permissions, and escalation rules. A well-configured Voice Agent helps your team capture more bookings, reduce missed calls, and deliver a consistent customer experience.

Note: This setup applies only to Basic Phones and Phones Pro accounts.

Caution: Billing starts after you start using the voice agent. Any test calls you place with the voice agent will be included in your bill.

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.

• ServiceTitan provides you with a Voice Agent Forwarding Number for routing calls to a voice agent, either as a primary forwarding or emergency backup number. Customers should not dial this number directly as these calls won't appear in the Search > Calls section of your ServiceTitan account.

• Set up Adaptive Capacity first before allowing the voice agent to book jobs. This ensures accurate availability and assigns the correct Business Unit and Job Type.

Access the Voice Agent settings

1. Go to the top toolbar and click Settings    .

2. In the side panel, go to Phones or Phones Pro > Voice Agent Settings. 

The Voice Agent screen opens. Each agent configured for your account appears as a tab at the top, for example, Angelica, Bob, Lindsey.

Note: You'll can also configure your agents from Virtual Agents > Agent Settings. Your existing Voice Agent settings will remain available here under Settings.

3. Select a VA tab to view and edit its settings. Each tab displays the following sections:

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

   • Transcript: Set your call flow, opening and closing messages, custom follow-up questions, custom messages, objection handling, and dispatch fee messaging.

   • Skills and Capabilities: Control which scheduling actions the agent can perform and which tags it sends to Adaptive Capacity.

   • Tags: Choose the booking tags the agent can apply during a call, with instructions for when to use each.

   • Job Types and Dispatch Fees: Choose which Job Types the agent can book, reschedule, or cancel and how dispatch fees are communicated.

   • Escalation and Rules: Configure live agent escalation and call routing paths.

   • Inbound SMS: Decide whether an SMS Agent handles inbound conversations from customers. 

Set up Persona settings

The Persona section defines the Voice Agent's identity: the name your customers hear, the business name the agent uses, and the reference files it draws on to answer questions.

1. In the Voice Agent settings, click Edit next to Persona. 

2. In the Customer Facing Names section, enter the following:

   • Voice Agent Name: The name the voice agent should use to introduce itself to callers.

   • Customer-Facing Business Name: The business name you would like your voice agent to provide to customers.

     Tip: 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:

   1. Select the Persona for your Voice agent. Click Preview Voice to hear how the agent sounds.

   2. (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.

   3. Click Save to apply the voice settings, or Reset to return all settings to their default values.

   4. (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.

Set up Transcript settings

The Transcript section controls the conversation flow the voice agent uses, what it says at the start and end of each call, the follow-up questions it asks callers during booking, the custom messages it shares before offering Appointment times and after booking, how it responds to common objections, and how it communicates dispatch fees.

Call Flow

1. In the Voice Agent settings, click Edit next to Transcript.

2. In the Transcript section, use the Call Flow setting to choose the conversation flow your voice agent uses when handling calls.

   • Lead-First Flow: Collects customer details before checking availability. This is the default selection.

   • Availability-First Flow (Early Access): Checks availability before collecting customer details. 

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:

   • Opening: The message the Voice Agent uses to greet callers.

   • Closing: The message the Voice Agent uses to end the call.

     Tip: Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name].

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: 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.

Custom Follow Up Questions

Coming ST-82

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 topic, job type, or business unit these questions apply to.

   • Question 1: Enter the first follow-up question the agent will ask.

   • (Optional) Question 2: Enter a second follow-up question if needed.

   • (Optional) Question 3: Enter a third follow-up question if needed.

3. (Optional) To change what the agent asks based on the caller's answer, add a branching rule to a question. After you type a question, Add a branching rule to Question [number] appears below it.

   1. Click Add a branching rule to Question [number].

   2. In If the caller mentions, type a word or phrase and press Enter. Repeat for each word or phrase that should start the rule.

   3. Choose what the agent does when the caller mentions one of them:

      • Ask a follow-up question: In Follow-up question, enter the question the agent should ask.

       

      • Skip to another topic: In Skip to, select an issue type from Choose a topic. The agent moves on to that issue type's questions.

       

   4. (Optional) Click + Add rule to add another rule to the same question. To remove a rule, click – in its top-right corner.

4. (Optional) Click Visualize tree to see how your questions and branching rules connect. 

5. Repeat for each additional issue type. Click + Add Issue to add more entries.

6. When finished, click Save.

Note: If the caller doesn't mention any of the words or phrases in a branching rule, the agent continues with the next question. Questions without branching rules work the same as before. After you save, place a test call to confirm the agent follows your rules.

Custom Messages

Coming ST-82

Use Custom Messages to have the voice agent explain why callers should choose your business before it offers appointment times, and to ask one follow-up question after a job is booked, such as a financing or membership offer.

1. In the Voice Agent settings, click Edit next to Transcript.

2. In the Custom Messages section, select the messages you want to use:

   • Value proposition: The agent says this message once, right before it shares appointment availability.

   • Post-Booking Question: The agent asks this question once, after the job is booked and before the closing message.

3. If you selected Value proposition, complete the following:

   • A default message is added automatically. Enter the message the agent uses when no other issue type matches. The default can’t be removed.

   • To tailor the message to a type of call, select add value proposition and complete the following:

     • Issue Type: Enter the issue type this message applies to (up to 200 characters).

     • Message: Enter what the agent should say (up to 1,000 characters).

    

   • You can add up to 10 value propositions, including the default.

4. If you selected Post-Booking Question, complete the following:

   • Question: Enter the question the agent asks after booking (up to 300 characters).

   • Choose what the agent does if the caller says yes:

     • Escalate to a live agent: Warm transfer while the caller is still on the line.

     • Take a message: Capture the details and create a task for follow-up.

   • If the caller says no, the agent moves on to the closing message.

    

5. When finished, click Save.

Note: Custom Messages is set for each voice agent. It isn’t available in the account-wide transcript settings. If a message is left empty, the agent doesn’t say anything at that point in the call.

Dispatch Fee Message

1. Under Dispatch Fee Message, configure what the VA should say for each 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.

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:

• 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     > Operations > Business Hours.

  • Select Custom Timeframe to specify the exact days and times the Voice Agent should treat as after-hours. 

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.

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.

   Note: ST Payments and SMS links must be enabled to use this feature.

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. In the Adaptive Capacity Tags section (coming ST-82), select Send tags to Adaptive Capacity. The agent includes tags when it checks availability and adds the tags that found the time to the booked job. If this is off, the agent checks availability without tags. 

   • Under Which tags should the agent use?, select the tag sources you want:

     • Use existing job tags: Tags on the existing job the caller is asking about, such as Parts Arrival.

     • Use service location tags: Tags on the matched service location.

     • Use customer tags: Tags on the matched customer record.

     • Use membership tags: Tags from the customer's active memberships.

     • Use job type tags: Tags linked to the selected job type.

   • Under each source you select, select Hard Requirement if those tags must always be used.

   • (Optional) Select Let the agent apply booking tags, then click Configure tags. See Set up booking tags.

   Note: Every tag source starts off. Hard requirements are never dropped. If no times come back, the agent tries again with only the hard requirements. If that still returns nothing, the call escalates.

6. When finished, click Save.

Set up booking tags

Coming ST-82

Booking tags are the only tags the agent decides to apply itself. It compares your instructions with the conversation and applies tags only from your list. It can never create a new tag.

1. Go to Virtual Agents > Agent Studio > Tags. 

2. Click + Add Booking Tag and select a tag.

3. Under When to use, click Edit instructions and describe when the agent should apply the tag. For example: Use this tag if the person mentions their heater or air conditioning system is over 20 years old.

4. (Optional) Select Hard Requirement.

5. Turn the Enabled toggle on for each tag you want the agent to use. Click Show Enabled Only to filter the list.

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.

   Tip: Select multiple job types and click Enable; to stop booking, turn off the toggle or select job types and click Disable.

3. 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.

Set up Escalation and Rules

Escalation to Live Agent

1. In the Voice Agent settings, click Edit next to Escalation and Rules.

2. Under Escalation to Live Agent, select the Escalate to a live agent checkbox to enable live agent transfers.

3. In the Escalation Forwarding Number field, enter the phone number where calls will be transferred when escalation is triggered.

4. When finished, click Save.

Escalation Paths

Escalation Paths let you route escalated calls to different destinations based on keywords in the caller's request, for example, routing billing calls to a billing team and membership calls to a membership team.

1. Under Escalation Paths, click + Add Path to add a new routing destination. 

Note: If a caller's request does not match any escalation path keywords, the call routes to the main phone line by default.

2. For each path, enter the following:

   • Label: A name for this escalation path.

   • Phone Number: The phone number calls matching this path will be routed to.

   • Keywords for Routing: Enter the words or phrases that should trigger this path. 

3. Repeat for each department or destination you want to configure.

4. When finished, click Save.

Escalation Triggers

Coming ST-82

Escalation and Rules settings control what your Voice Agent does when it detects specific situations on a call.

For each trigger, you choose an explicit action: Escalate call, Take a message, Pushback, then escalate, Pushback, then take a message, or Just proceed. Each trigger shows only the actions that apply to it. If after-hours is set up for your Voice Agent, you can also choose a separate After Hours Action for each trigger. For details on each action, see Configure escalation triggers and actions for Voice Agent.

Set an action for a trigger

1. Go to Virtual Agents › Agent Settings

2. Open the Escalation and Rules section. Find the trigger you want to configure.

3. In the trigger’s Action dropdown, select the action you want. To handle after-hours calls differently, also select an action in the After Hours Action column.

4. Save your changes.

For situations not covered by a built-in trigger, you can now define your own custom escalation trigger — for example, escalating when a caller complains about a past job or reports a driver. Give the trigger a clear name, add the phrases that should trigger the escalation, and choose its action. Custom triggers offer all five actions, and an After Hours Action when after-hours is set up.

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.

Set up Inbound SMS

Use the Inbound SMS settings to control how the SMS Agent handles incoming customer text messages, when conversations restart, how it opens new conversations, 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: Only eligible SMS-enabled numbers appear in the list.

3. (Optional) In the Opening Message field, enter the exact wording you want the SMS Agent to use for the first message of every new inbound text conversation. Keep it short — the agent uses your wording to open the conversation and then continues naturally in its own words based on what the customer texted. If you leave this field blank, the agent writes its own opening message as before. You can find this field under Virtual Agents > Agent Settings > [your agent] > Inbound SMS.

4. 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.

5. Turn on Enable email notification for escalated inbound SMS conversations to notify team members when a conversation is escalated.

6. In Email Recipients, enter one or more email addresses.

7. The SMS Agent uses the same tag settings as the Voice Agent. See Set up Skills and Capabilities and Set up booking tags.

Note: The Inbound SMS Opening Message is separate from the Voice Agent's opening message. Setting one does not change the other — configure each where you want it to apply.

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.

Tip: Starting ST-82, you don’t need a separate agent to handle after-hours calls differently. Set an After Hours Action on each escalation trigger instead. When you copy settings from an existing agent, its after-hours actions are copied too.

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. 

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 Use AI voice agent as a CSR

• See AI voice agent for Basic Phones and Phones Pro - FAQ

• See Configure escalation triggers and actions for Voice Agent

• See Optimize Adaptive Capacity: Configure Strategic Rules