---
title: "Contact Center Pro Inbox overview"
slug: "contact-center-pro-inbox-overview"
updated: 2026-08-28T16:25:56Z
published: 2026-08-28T16:25:56Z
canonical: "help.servicetitan.com/contact-center-pro-inbox-overview"
stale: true
---

> ## 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.

# Contact Center Pro Inbox overview

## Overview

The first thing you see when you navigate to Contact Center Pro is the *Inbox* screen. Inbox allows you to handle customer interactions while also searching for and accessing customer and Location Records.

---

### 

#### Who uses this feature

- Customer service representatives (CSRs)
- Applies to all business types

#### Feature configuration

- This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.

## Things to know

- The *Inbox* screen indicates the specific accounts (tenants) to which the calls and texts are assigned.
- When there are no incoming calls, the *Inbox* screen allows you to search for customers across all the tenants associated with the company. When a CSR answers a call, the *Search for Customer* option shifts from *All Tenants* to the specific tenant the customer dialed.
- The *Texts* tab is available to select accounts only. If you do not see it, your account is not part of the preview.

## Access the Inbox screen

1. Go to Contact Center Pro.
2. Click **Inbox** to check the calls and messages assigned to you.

![Contact Center interface showing text messages with 51 unread notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(308).png)

The *Inbox* screen provides the following information:

- **Calls**: Any calls assigned to you
- **Texts**: Customer text conversations for the accounts you are assigned to. For more, see [Send and receive text messages in Contact Center Pro](/v1/docs/send-and-receive-text-messages-in-contact-center-pro) (Coming ST-80)
- **Search for Customers**: A universal search field through which you can search for customers across all of your ServiceTitan accounts (tenants)
  - **Name**: A search field for the customer's name
  - **Street**: A search field for the customer's street address
  - **Unit**: A search field for the unit
  - **ZIP Code**: A search field for the zip code
  - **Phone**: A search field for the customer's phone number

![Inbox screen view - Search for Customer](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-inbox-overview-image-itqypmb4.png)

## Want to learn more?

- See [Contact Center Pro](/v1/docs/contact-center-pro)
- See [Place outbound calls through Contact Center Pro](/v1/docs/place-outbound-calls-through-contact-center-pro)
- See [Use your call bar in Contact Center Pro](/v1/docs/use-your-call-bar-in-contact-center-pro)
- See [Send and receive text messages in Contact Center Pro](/v1/docs/send-and-receive-text-messages-in-contact-center-pro)

ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro.

**What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale.

**Also called:** CCP, Advanced Phones Pro

**Tags:** Contact Center Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

**a.k.a.** CCP

A physical service address associated with a customer, containing all jobs, equipment, and history for that property.

**What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site.

**Also called:** Service address, Property record

**Tags:** Core

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)