Overview
Atlas Access is where an administrator decides what Atlas can help each person with. Every person in your company appears in one list, showing the Atlas personas they hold and whether those personas are kept up to date automatically.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Feature configuration
Atlas is available to specific accounts and is subject to change. To register interest, contact your ServiceTitan account team.
Administrators with the Provide Impersonation Consent permission can view and change Atlas settings. Please contact the account administrator on your team.
Things to know
Atlas is powered by Titan Intelligence (TI). It may generate inaccurate, incomplete, or outdated responses. Verify details before acting and don't treat it as professional advice. Your conversations may be stored to improve the service. Avoid sharing sensitive information. By using Atlas, you agree to use this feature responsibly, and further acknowledge and agree that any data collected will be used in accordance with our Privacy Policy and may be shared with third-party service providers.
A persona shapes what Atlas is good at for that person. An Owner and a Dispatcher get different help from the same assistant.
A person can hold more than one persona. Personas are checkboxes, not a single choice, so someone whose Job spans two areas can have both.
Automatic assignment is on by default. Atlas works out a person's personas from their company position and keeps them current as that position changes. You only turn it off when you want to choose the personas yourself.
A dash in the Atlas Persona column means no persona has been worked out or assigned for that person yet.
What a person sees in Atlas also depends on their other ServiceTitan permissions. Someone without access to a metric will not see it in Atlas either, whatever their personas.
People appear on this list whether they are an Employee or a Technician. The same person can appear twice if they have both kinds of record.
Best practices
Leave automatic assignment on unless you have a reason not to. It keeps personas correct as people change roles, without anyone maintaining it.
Only choose personas yourself when someone's day-to-day job does not match their company position — a general manager who also sells, for example.
Give someone the personas that match what they actually do, not everything that might apply. Two well-chosen personas serve them better than six.
Use the Persona filter to see who currently has nothing assigned before you start.
Check the person's other permissions when Atlas gives them less than you expected. Missing access to the underlying data is the most common cause.
Review the list when people join or change roles, the same way you review other permissions.
Use cases
An administrator assigns the Owner persona before the owner installs the Atlas mobile app, so it is useful the first time they sign in.
An administrator filters to everyone with no persona and assigns the right ones to a group in a single action.
An administrator turns off automatic assignment for a general manager whose company position does not reflect what they actually do, then chooses the personas by hand.
An administrator checks which personas a person holds before answering a question about why Atlas answered the way it did.
Step 1: Open Atlas Access
Go to the top toolbar and click the settings icon.
In the side panel, go to Atlas > Access & Capabilities.
The list shows every person in your company, with their User Type, their Atlas Persona, and whether Auto-Assignment is on.
Step 2: Find the person you want
Enter a name in Search by User Name.
Or narrow the list instead:
User Type to show only Employees or only Technicians.
Persona to show only the people who hold a particular persona, or none.
Click User Name to sort the list.
Step 3: Choose personas for one person
Find the person in the list, then click the pencil icon at the end of their row. The Edit Access dialog opens.
Turn off Automatically assign Atlas Personas based on Company Position. Atlas stops working their personas out for them.
Select the personas you want. The count above the list tells you how many are selected.
If you don't see the persona you need, use the pager beneath the list. Personas are shown eight to a page.
Click Save Changes.
Note: Once you choose personas yourself, Atlas stops updating them automatically for that person. If their position changes later, you will need to update them yourself, or turn automatic assignment back on.
Step 4: Assign personas to several people at once
Select the people you want using the checkboxes at the left of each row. Use the checkbox in the header row to select everyone currently shown.
Click Assign Atlas Personas at the top of the screen. The button becomes available once at least one person is selected, and the dialog names how many people you are about to change.
Choose an Assignment method:
Add to existing assignments keeps the personas each person already holds and adds what you select.
Replace existing assignments removes what they hold and leaves only what you select.
Select the personas, then click Assign Personas.
Caution: The header checkbox selects everyone matching your current search and filters, not only the rows on screen. Check what the list is showing before you use it, and check which assignment method is selected before you apply.
Step 5: Turn automatic assignment on or off for a group
Select the people you want using the checkboxes.
Click Enable Auto-Assignment to let Atlas keep their personas current, or Disable Auto-Assignment to hold them where they are.
