Identify Your Phone Setup In ServiceTitan Max

Overview

This guide walks ServiceTitan Max administrators through phone setup, focusing Contact Center Pro — what is included in your package, how it compares with Basic Phones and Phones Pro, and where to go to set up the option you choose.

What you have depends on how you came to ServiceTitan Max. Start with Which ServiceTitan Max setup do you have? below to find your path.

Note: Contact Center Pro is the recommended telecom feature for ServiceTitan Max. Basic Phones and Phones Pro may also be used. If you are already on ServiceTitan and are keeping your current phone setup, you do not need this guide — go to Before you begin: choose your telecom path below to find the right starting point.

Which ServiceTitan Max setup do you have?

ServiceTitan Max includes different telecom capabilities depending on whether you are new to ServiceTitan or added Max to an account you already had. Find yourself below.

New to ServiceTitan

Contact Center Pro is included in your ServiceTitan Max package — the full product, both the platform and your user seats. Voice Agent is included with a usage allotment that covers both inbound and outbound calling.

Your path: Contact Center Pro is your phone system. See Contact Center Pro network recommendations and setup and Contact Center Pro Home, Setup to configure it.

Already using ServiceTitan

Your ServiceTitan Max package includes Contact Center Pro Hub, which is what gives you access to Second Chance Leads. It does not include Contact Center Pro seats, and it does not include Phones Pro seats. Voice Agent is available to you without a usage allotment included in your package.

You keep the phone system you have today unless you decide to change it. Contact Center Pro seats are available to you as an add-on at a discounted ServiceTitan Max rate.

Your path: Go to Choose your telecom path below.

Caution: Contact Center Pro Hub is the platform layer that Contact Center Pro runs on from within Enterprise Hub. It is not Enterprise Hub, which is the single sign-on layer across your ServiceTitan accounts. Contact Center Pro Hub on its own does not unlock Contact Center Pro features — those require seats.

Choose your telecom path

Existing customer only If you are new to ServiceTitan, Contact Center Pro is already included — see the links in the Contact Center Pro row below.

If you were already using ServiceTitan before you joined ServiceTitan Max, your phone setup does not change automatically. You choose it.

Your three options

Pick the row that describes you, then visit the article to learn more about your telecom option.

Tip: You are not locked in. If you start on Basic Phones or Phones Pro and later decide you want Contact Center, you can add it at any time — you pay for seats only, because your Max subscription already covers the Hub fee. Talk with your PPS about what that looks like for your account.

What you get on every telecom path

These ServiceTitan Max capabilities work whether you are on Basic Phones, Phones Pro, or Contact Center. None of them require a Contact Center Pro seat.

• Second Chance Leads — review answered calls that did not book and work them as recovery opportunities.

• Voice Agent — inbound and outbound AI Call handling that can answer routine calls and book qualifying jobs.

• Outbound Virtual Agents and Speed to Lead — automated outreach to new leads.

• Text messaging and TCR registration — required for every ServiceTitan account that sends texts, regardless of phone product.

• Call Recording and marketing campaign attribution from tracking numbers.

• Adaptive Capacity — Real-time availability when a CSR or Voice Agent books during a call.

• Abandoned and Unbooked call reporting in ServiceTitan reports.

What Contact Center Pro adds

These capabilities require Contact Center Pro seats and are not available on Basic Phones or Phones Pro.

• Inbound queues, IVR, and routing workflows managed inside ServiceTitan. On Basic Phones, routing lives with your own phone provider; on Phones Pro, it lives in Dialpad.

• Live monitoring and agent status — see who is on a call and who is available in real time.

• After Call Work Time — a post-call window for the CSR to finish classifying the call.

• Sentiment analysis for coaching and performance management.

• The Abandoned Call Recovery triage workflow — the Open, Cold, and Done statuses and click-to-call callback in Urgent Follow Ups.

Note: Whether Contact Center Pro is right for you usually comes down to inbound call volume, the size of your CSR team, and whether you run multiple locations that need one central call center. Your PPS can walk through the comparison with you.

Things to know

• Second Chance Leads works on every telecom path. It is available to all ServiceTitan Max accounts through Contact Center Pro Hub, whether or not you have Contact Center Pro seats.

• Second Chance Leads and Voice Agent do not require Contact Center Pro. Both work on Basic Phones and Phones Pro. How you route calls to Voice Agent differs by phone product, and usage allotments differ by package.

• Contact Center Pro permissions are managed in Enterprise Hub, not in ServiceTitan Settings.

• Always use the same email address in Enterprise Hub that an employee uses in their ServiceTitan profile. Different emails create duplicate accounts and break agent performance metrics.

• You can save a routing workflow at any stage — even before it is complete — and return to finish later. A workflow in Draft status does not route calls; only Active workflows do.

• Group voicemails are configured inside a routing workflow. Personal voicemails are configured per employee in User Management.

• Once a routing workflow is published to Active, you cannot revert it to Draft. You can still edit it.

Provision Enterprise Hub

Enterprise Hub is the single sign-on layer for Contact Center and ServiceTitan. Every Contact Center user must have an Enterprise Hub account. For more information on setting up Enterprise Hub, please refer to the article Configure Contact Center Pro in ServiceTitan Max.

Note: If you are new to ServiceTitan, your Enterprise Hub account is created for you and an invitation is sent to the point of contact or administrator on file. If you added ServiceTitan Max to an existing account, Enterprise Hub is provisioned when you add Contact Center Pro seats — if you are staying on Basic Phones or Phones Pro, you will not go through an Enterprise Hub build. Multi-tenant companies may already have Enterprise Hub through their core ServiceTitan package.

Want to learn more?

• See Phone integrations in ServiceTitan for a full comparison of Basic Phones, Phones Pro, and Contact Center Pro

• See AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro

• See Register your business for text messaging with TCR in ServiceTitan Max

• See Abandoned Call Recovery with Contact Center: Setup and Workflow in ServiceTitan Max

• See Outbound virtual agents overview in ServiceTitan Max: Configuration and management