--- title: "Configure your Voice Agent Settings in ServiceTitan" slug: "configure-your-voice-agent-settings-in-servicetitan" updated: 2026-10-22T14:54:20Z published: 2026-10-22T14:54:20Z canonical: "help.servicetitan.com/configure-your-voice-agent-settings-in-servicetitan" --- > ## 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 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. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature 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, click [here](https://plg.servicetitan.com/va). - The *Enable Default Call Type* Feature Configuration is not compatible with this feature. Please turn it off in [Feature Configurations](https://go.servicetitan.com/#/Settings/FeatureConfigurations). - The *Forwarding Number Settings* and *Phone Settings* permissions are required to use this feature. Please contact the account administrator on your team. > [!NOTE] > **Note:** This setup applies only to Basic Phones and Phones Pro accounts. > [!WARNING] > **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](/v1/docs/adaptive-capacity-basic-setup) 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** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D). 2. In the side panel, go to **Phones** or **Phones Pro > Voice Agent Settings**. ![User interface displaying Voice Agent Settings with highlighted options and user selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-gle3t53f.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) The *Voice Agent* screen opens. Each agent configured for your account appears as a tab at the top, for example, Angelica, Bob, Lindsey. > [!NOTE] > **Note:** You'll can also configure your agents from *Virtual Agents > Agent Settings*. Your existing Voice Agent settings will remain available here under *Settings*. 1. Select a VA tab to view and edit its settings. Each tab displays the following sections: - [**Persona**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-persona-settings)**:** Define the agent's name, business name, and knowledge base files. - [**Transcript**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-transcript-settings)**:** Set your call flow, opening and closing messages, custom follow-up questions, custom messages, objection handling, and dispatch fee messaging. - [**Skills and Capabilities**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-skills-and-capabilities)**:** Control which scheduling actions the agent can perform and which tags it sends to Adaptive Capacity. - [**Tags**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-booking-tags)**:** Choose the booking tags the agent can apply during a call, with instructions for when to use each. - [**Job Types and Dispatch Fees**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-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**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-escalation-and-rules)**:** Configure live agent escalation and call routing paths. - [**Inbound SMS**](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-inbound-sms)**:** Decide whether an SMS Agent handles inbound conversations from customers. ![Overview of Titan Home Services voice agent management features and options for customization.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-k5bhk54n.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ## 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*. ![User interface showing Voice Agent settings with options for Persona and Transcript.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-eamwa448.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 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] > **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. ![Form for customizing voice agent name and business name for customer interactions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va--configure-your-voice-agent-settings-in-servicetitan-2-image-8f3jim5v.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 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. ![Options for call flow selection in Voice Agent's transcript feature.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/2026-04-17_19-18-19.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ### 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] > **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] > **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 > [!WARNING] > 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: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/{101FC0B5-5F14-423B-B035-552222F8C9D8}.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/{0EB78A66-C718-444B-9016-CE9903362D07}.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) - **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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/{5C3F8A2F-0668-45A4-9C30-07151D9D13DF}.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 5. Repeat for each additional issue type. Click **+ Add Issue** to add more entries. 6. When finished, click **Save**. > [!NOTE] > **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 > [!WARNING] > 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: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/TI8951-Custom Message Injection.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) - 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: ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/TI8951-Custom Message Injection 2(1).png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) - **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] > **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**. ![Dispatch fee message options for voice agents regarding service charges and fees.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-5oh3a6n2.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ## 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** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) **> Operations > Business Hours**. - Select **Custom Timeframe** to specify the exact days and times the Voice Agent should treat as after-hours. ![Settings for Voice Agent job handling, including booking and scheduling options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-lj64bfxe.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) > [!NOTE] > **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. 1. 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] > **Note:** ST Payments and SMS links must be enabled to use this feature. 2. 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. ![Overview of recurring service scheduling options and grace period for bookings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/2026-06-01_22-19-38.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 3. 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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(430).png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) > [!NOTE] > **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. - 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](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-booking-tags). 4. When finished, click **Save**. ## Set up booking tags > [!WARNING] > **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.** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(431).png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 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] > **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. ![Table displaying job types, business units, and dispatch fees for plumbing and HVAC services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/Job Types and Dispatch Fees VA Update(1).png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ## 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**. ![Settings for escalating calls to a live agent with forwarding number input.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-l6wl5w8i.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ### 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. ![Escalation paths for routing calls to specific departments or people are displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-wx9rpu8l.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) > [!NOTE] > **Note:** If a caller's request does not match any escalation path keywords, the call routes to the main phone line by default. 1. 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. ![Editing escalation path with billing label and routing keywords for customer service.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-p6lebi2k.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 2. Repeat for each department or destination you want to configure. 3. When finished, click **Save**. ### Escalation Triggers > [!WARNING] > 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](/v1/docs/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. ![Settings for email notifications with options for recipients and alerts displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-akuajjmu.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) ## 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] > **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](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-skills-and-capabilities) and [Set up booking tags](/v1/docs/configure-your-voice-agent-settings-in-servicetitan#set-up-booking-tags). > [!NOTE] > **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] > **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. ![User interface for adding a voice agent with options for naming and settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/va---new---configure-your-voice-agent-settings-in-servicetitan-image-v683zax8.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A18%3A09Z&se=2026-10-27T17%3A18%3A09Z&sr=c&sp=r&sig=w%2FFKHisXHexVdEA4Fonfid7Brhry9wMVLmqfHbjPdFc%3D) 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](/v1/docs/voice-agent-onboarding-part-1-set-up) - See [AI voice agent for Basic Phones and Phones Pro - FAQ](/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) - See [Configure escalation triggers and actions for Voice Agent](/v1/docs/configure-escalation-triggers-and-actions-for-voice-agent) - See [Optimize Adaptive Capacity: Configure Strategic Rules](/v1/docs/optimize-adaptive-capacity-configure-strategic-rules) ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) An internal division within ServiceTitan used to segment work, reporting, and accounting — for example, “Resi HVAC” vs. “Commercial Plumbing.” **What it does:** Lets multi-trade or multi-division businesses track performance, capacity, and financials separately per division. **Where to find it:** Settings › Business Units. **Also called:** Trade division, Service line, BU **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/add-and-edit-a-trade-or-division) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Configurable categories that classify jobs (e.g., HVAC Install, Drain Cleaning, Roof Replacement) for reporting and routing. **What it does:** Enables targeted pricing, technician skill matching, reporting segmentation, and correct workflow routing by type of work. **Also called:** Service types, Work categories **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns A scheduled time block assigned to a technician to perform work on a Job. **What it does:** Represents the actual calendar event when a tech visits a customer; a single Job can have multiple Appointments. **Also called:** Service visit, Tech visit **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The finalized billing document sent to a customer after work is completed, generated from job records in ServiceTitan. **What it does:** Records all work performed and charges for accurate payment collection, financial reporting, and accounting integration. **Also called:** Bill, Work order invoice **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Integrated payment processing within ServiceTitan for collecting credit card, ACH, and financing payments in the field or office. **What it does:** Eliminates third-party payment friction by letting techs collect payment on-site via the mobile app, with funds deposited directly. **Also called:** In-app payments, Field payments **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ServiceTitan Payments The package of service visits included with a membership. When you sell a membership, recurring services are attached to the customer service location with details including start dates, service recurrence, and preferred technician. These details are used to create recurring service events. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)