--- title: "Integrate Voice Agents into your routing workflows" slug: "integrate-voice-agents-into-your-routing-workflows" updated: 2026-06-01T17:49:30Z published: 2026-06-01T17:49:30Z --- > ## 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. # Integrate Voice Agents into your routing workflows ## Overview After you've [configured your Voice Agent (VA)](/v1/docs/configure-your-voice-agent-settings), add it to your call routing workflow to automate key processes like identifying customer details, collecting essential information, spotting spam calls, and initiating follow-ups. It also escalates calls when needed, reducing agent workload, cutting wait times, and improving overall efficiency. [Contact Center Pro Voice Agents - ST 74 Video](https://fast.wistia.net/embed/iframe/ksudrblqnp?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - Contact Center Pro 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, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Edit Voice Agent Settings* permission is required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - To create or edit a routing workflow, go to **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> Routing Workflows**. For more, see [Set call routing workflows in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro). - The VA accesses company data during customer interactions to identify new and existing customers, capture notes, summarize requests, and create follow-ups. - Voice Agent detects and categorizes spam calls, helping you prioritize legitimate inquiries. You can later find those calls in the *Voice Agent Follow Ups* tab. For more, see [View and manage Voice Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups). - If a call falls outside the Voice Agent's scope, the caller requests a live agent, or frustration is detected, the VA escalates the call to an agent or queue. - All Voice Agent calls that do not escalate or create an appointment will create a Voice Agent follow-up task that CSRs can review. - Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome. ## Add the Voice Agent module to your workflow In your *Routing Workflow*, place the Voice Agent at any stage for after-hours support or as a fallback to enhance efficiency. 1. In a routing workflow, click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)****to select a routing module. ![In a routing workflow, click Add to select a routing module](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/integrate-voice-agents-into-your-routing-workflows-image-3aa6xubq.png) 2. On the new pop-up that opens, click **Voice Agent**. ![On the new pop-up that opens, click Voice Agent](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/integrate-voice-agents-into-your-routing-workflows-image-vxne8w92.png) 3. In the new *Voice Agent* flyout that opens, use the tenant-to-agent mapping table to control which Voice Agent answers calls for each tenant in your network. ![Selecting the voice agent 'Alex' for the tenant 'TitanServices' in the assignment module.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-hz35mqtx.png) 4. Check your Voice Agent's *Base Permissions*. 5. Configure your *Voice Agent Pre-Routing Message*: - Select **Text-To-Speech** to enter a pre-routing message that the system will read aloud to customers before they speak to the Voice Agent. - Select **Upload Message**, then click **Upload File** to add a pre-routing audio message for customers. ![Interface for uploading pre-routing voice messages for a voice agent system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-2lr1d9nd.png) > [!NOTE] > **Note:** Allowed audio types are .mp3, .wav, .ogg. 6. Configure your escalation *Branches*. - To add named branches for specific call types, click **Add Branch** in the Voice Agent flyout. For each branch: 1. Enter a **Branch name**, for example, *Billing*, *Emergency*, *Scheduling*. 2. Enter **Routing Instructions** in plain language describing when the Voice Agent should route callers to this branch, for example, *Route here when a caller asks about billing or payments*. 3. Repeat these steps for each additional branch. ![Workflow branches for voice agent routing, highlighting accounting and billing instructions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-jnteugmk.png) 7. When finished, click **Save**. Each branch appears as its own path in the workflow canvas. Connect each branch to the [appropriate destination](/v1/docs/integrate-voice-agents-into-your-routing-workflows#add-an-escalation-path-for-the-voice-agent1). Callers who do not match any named branch route to the default **Escalation** path. ![Flowchart illustrating Voice Agent with Accounting and Escalation options for endpoints.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-3nzebfjb.png) ## Add an escalation path for the Voice Agent Since the Voice Agent automates simpler tasks, you must define its actions for tasks beyond its scope or when a customer requests a live agent or a specific department. 1. Once your VA module is added, click **Add**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle.png)****to select the escalation paths for the call. ![Flowchart illustrating Voice Agent with options for Accounting and Escalation endpoints.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-h0ipl6yc.png) 2. On the new pop-up that opens, select where you want the calls to be directed. **Example**: *The calls can be routed to a dedicated queue or third-party support services for specialized help in high-priority situations.* ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ccp---integrate-voice-agents-into-your-routing-workflows-1-image-p9oon1s8.png) 3. When finished, click **Save**. After you've configured your VA escalation branches, continue setting up your call routing workflow as usual. Now that you know how to integrate the Voice Agent into your routing workflows, see [View and manage Voice Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups) to learn how to view calls completed by the Voice Agent. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [View and manage Voice Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups)