Overview
Outbound virtual agents help home service businesses respond to new leads quickly and book more jobs. In the brand new Growth tab, you can automate outbound lead follow-up using AI-powered SMS and voice agents.
These virtual agents use real-time availability from Adaptive Capacity to offer appointment times. This helps your team respond to more leads, even after hours or when CSRs are unavailable.
Who uses this feature
Administrators and CSRs
Primarily benefits Residential Service and Replacement
Tailored for Plumbing, HVAC, Electrical, and Garage Door trades
Feature configuration
To get started with Outbound Virtual Agents, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
The following permissions are required to use this feature. Please contact the account administrator on your team.
View Customer Chats: Required to access the Interactions page
Send Message: Required to use Takeover on interactions
Listen to Call Recording: Required to view call transcripts and recordings in the interaction detail drawer. Without this, call data is hidden even if the user can see the rest of the interaction.
Understanding Outbound Virtual Agents
Outbound Virtual Agents gives administrators and CSRs one place to manage outbound lead campaigns, monitor AI agent conversations, and measure automated outreach.
Speed to Lead is Outbound Virtual Agents's first goal. When a new lead enters ServiceTitan from a supported lead source, the AI agent sends a personalized SMS, offers real-time availability powered by Adaptive Capacity, and books the job without CSR involvement.
Outbound Virtual Agents works with tools your team already uses. It integrates with Marketing Pro audiences, Scheduling Pro booking links, and Adaptive Capacity availability so AI agent interactions use your business data.
Use cases
A plumbing company receives a lead from Angi at 7:45 PM when no CSRs are available. Speed to Lead texts the homeowner within seconds, offers the next available appointment slot from Adaptive Capacity, and books the job — all without human intervention.
An HVAC company runs separate Speed to Lead campaigns for Google LSA and Facebook leads, each with a different tracking number and virtual agent persona, so they can compare conversion rates by source in the Insights tab.
A roofing company adds a Voice Agent step after two unanswered SMS messages, so leads who don't respond to text still receive an outbound call from the AI agent.
Things to know
Speed to Lead requires Adaptive Capacity. Before launching any campaign, confirm that Adaptive Capacity is configured with technician shifts and arrival windows. If no availability exists, the agent cannot book jobs.
Leads and opportunities are handled separately. Outbound Virtual Agents handles new leads and returning-customer opportunities separately. The recommended starting setting is to include both in Speed to Lead campaigns.
The SMS and voice agents share the same virtual agent configuration. Any persona, skills, job types, or escalation settings you configure in Voice Agent Settings will also inform the SMS agent's behavior and message content. You can create multiple virtual agents to support your goals!
Audience logic uses AND conditions. To keep targeting broad when starting out, choose one filter or the other — not both.
Campaign workflow steps are fully customizable. A Speed to Lead campaign can include any combination of SMS AI Agent steps, Voice Agent steps, Delays, and Manual Tasks. You control the number of attempts, the timing between each, and when the sequence ends.
Once a human takes over a conversation, the AI agent stops. After a CSR uses Takeover on the Interactions page, the AI agent stops sending automated messages for that lead.
Exporting interaction data is not yet available. Interaction logs and transcripts can be reviewed directly in the Interactions tab. Bookings created by Outbound Virtual Agents are tagged and can be pulled in ServiceTitan reports.
Outbound Virtual Agents sections
The Growth section includes Insights, Goals, and Interactions.
Insights: Tracks campaign performance over a selected time period. Displays top-level metrics (Leads, Average Response Rate, Conversions, Average Conversion Rate) and a detailed breakdown by goal, including a Conversion Funnel, Conversion metrics, Jobs and Revenue, and Performance data including Median Speed to Lead Time and Opt Out Rate.
Goals: Where you create, configure, and activate outbound campaigns. Each goal (such as Speed to Lead) can have multiple campaigns targeting different lead sources, audiences, or virtual agents. Goals can be paused or reactivated at any time, and campaign priority can be set using the drag-to-reorder Workflow Priority tool — useful when a lead might qualify for more than one active campaign.
Interactions: A log of every conversation the AI agent has had, including the status (e.g., in-flight, completed, abandoned, taken over, and dismissed interactions). Each interaction displays the channel (SMS Agent or Voice Agent), contact name, lead or opportunity link, goal, and an AI-generated summary of what happened. Full conversation transcripts and call recordings are accessible from each interaction record.
