--- title: "Contact Center Pro Onboarding: Use Contact Center Pro as a Customer Service Representative (CSR)" slug: "onboarding-use-contact-center-pro-as-a-csr" updated: 2026-07-11T15:12:05Z published: 2026-07-11T15:12:05Z canonical: "help.servicetitan.com/onboarding-use-contact-center-pro-as-a-csr" 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 Onboarding: Use Contact Center Pro as a Customer Service Representative (CSR) ## Overview Start your journey as a CSR by learning the essentials of Contact Center Pro. Learn how to log in, organize your tabs, handle calls, and operate ServiceTitan call bubbles efficiently. --- ### #### Who uses this feature - Customer service representatives (CSRs) - 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). - The *Make Outbound Calls* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Step 1: Log in to your Contact Center Pro and ServiceTitan accounts All employees using Contact Center Pro are required to log in through the [Enterprise Hub](http://enterprise-hub.servicetitan.com). > [!TIP] > **Tip:** Bookmark the URL to ensure easy access later. To access Contact Center Pro: 1. Use your credentials to log in to the [Enterprise Hub](http://enterprise-hub.servicetitan.com) network of your company. 2. In the *Enterprise Hub Modules* section, select **Contact Center Pro** to launch it. ![In the Enterprise Hub Modules section, select Contact Center Pro to launch it](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-3ckzyou2.png) To access your ServiceTitan account: 1. Use your credentials to log in to the [Enterprise Hub](http://enterprise-hub.servicetitan.com) network of your company. 2. In the *Enterprise Hub Modules* section, select **My Tenants** to access ServiceTitan accounts that are assigned to you. ![In the Enterprise Hub Modules section, select My Tenants to access ServiceTitan accounts that are assigned to you](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-i2ls4w89.png) 3. From the *My Tenants* screen that opens, **Sign In** to a ServiceTitan account of your choice. > [!WARNING] > **Caution:** Do not log into ServiceTitan via [go.servicetitan.com](http://go.servicetitan.com) if you use Contact Center Pro. ## Step 2: Manage your browser tabs To ensure everything works smoothly while using Contact Center Pro and ServiceTitan in your browser, please follow these guidelines: - Only open one Contact Center Pro tab at a time. Multiple tabs trigger a yellow warning banner. - If you need to keep ServiceTitan open consistently, like to monitor your Dispatch Board, keep your ServiceTitan account open in a separate browser window, not in the same window as Contact Center Pro. - During calls, it's okay to open extra ServiceTitan tabs by clicking **Book Job** or **Customer/Location** links. Ensure to close them after each call so Contact Center Pro can automatically select the correct green call bubble in ServiceTitan. ## Step 3: Place and receive calls To handle inbound and outbound calls, Contact Center Pro must be open in your browser. Ensure your microphone and speakers have access to Contact Center Pro. For more details, see [Resolve microphone and audio issues in Contact Center Pro](/v1/docs/resolve-microphone-and-audio-issues-in-contact-center-pro). ### Inbound calls There are three main types of incoming calls you may receive: - **Internal Calls**: Calls from another employee using Contact Center Pro. - **Direct Calls**: If you have a *Direct Line Number*, someone can call you directly on your personal line. - **Queue Calls**: Calls routed through specific workflow queues you're assigned to as an agent. Queues can be tailored to external customer inbound calls or to internal departments like billing, sales, customer service, etc. In Contact Center Pro, you can [answer incoming calls](/v1/docs/answer-incoming-calls-through-contact-center-pro) from any screen seamlessly. - **Inbox screen**: Incoming calls always appear in the *Assigned to you* section. - **Other screens**: A pop-up displays the caller's name or number and the tenant account they called. You can accept or reject the call directly without leaving your current screen. ![Click Accept Call in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-gh2konpp.png) ### Outbound calls There are two ways to make outbound calls: - [Within ServiceTitan](/v1/docs/place-outbound-calls-through-contact-center-pro#place-an-outbound-call-from-servicetitan) – Clicking a number in ServiceTitan initiates a call, which can be recorded and linked to customer and job records. - [Within Contact Center Pro](/v1/docs/place-outbound-calls-through-contact-center-pro#place-an-outbound-call-from-contact-center-pro) – You can call contacts stored in ServiceTitan or dial any number directly. For now, we strongly recommend all customers to use click-to-call from ServiceTitan records (*Follow Ups*, *Customer Records*, *Location Records*, or any other place where phone numbers are listed in the system). ## Step 4: Manage multiple incoming calls When you're on an inbound Queue call, you won't receive additional calls from any of your Queues. However, you may still get an incoming call if: - Someone dials your *Direct Line.* - Another employee calls you internally. - A *Routing Workflow* routes calls directly to you. If you are on an outbound call, you can still receive incoming calls. If you don't want to receive a call from the call center, set yourself to **Unavailable**. > [!NOTE] > **Note:** Someone could transfer a call to you, or call you directly, and there's no way to stop these at this time. ## Step 5: Manage ServiceTitan call bubbles The call bubble is a visual representation of calls flowing in through Contact Center Pro and ServiceTitan. When you receive a call in Contact Center Pro: 1. Click **Accept Call** to answer the call. ![Click Accept Call to answer the call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-giof2ulw.png) 2. After the customer information is verified, click **Book Job**. ![After the customer information is verified, click Book Job](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-6352ssoe.png)This opens ServiceTitan in a new tab with the call bubble auto-selected, outlined in blue, and your name displayed as the employee who took the call. ![ServiceTitan with the call bubble auto-selected](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-70z64u4r.png) 3. After you [book a job](/v1/docs/book-a-job), the call is automatically linked to the job. > [!NOTE] > **Note:** Answering a call in Contact Center Pro assigns you to the call. You will see your call bubble selected and outlined in blue, with your name on it. Double-check that your bubble is selected before booking a job. If it's not, click the bubble manually to ensure the call links properly. > [!WARNING] > **Caution:** Do not click the green call bubble in an attempt to answer a call — always do that through Contact Center Pro. Do not click the call bubble for a call that is not yours already. ## Step 6: Classify your calls If you're using Contact Center Pro, calls should only be classified through Contact Center Pro by clicking **Close** on the call of your Inbox. 1. On the call bar, click **End Call** to finish the conversation with the customer. 2. Click **Close** to close and classify the call. ![Click Close to close and classify the call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-tz4zvtv6.png) 3. Select the **Call Reason** from the dropdown. > [!TIP] > **Tip:** Use the search bar to find the appropriate call reason easily. > [!NOTE] > **Note:** Selecting a call reason may not always be necessary. For example, if the call was Booked or Excused, then this step is not required. 4. When you're finished, click **Close and classify**. ![Click Close and classify](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-onboarding-use-contact-center-pro-as-a-customer-service-representative-csr-image-r3ziphm1.png) > [!NOTE] > **Note:** If you transfer a call to someone else on your team, you can't classify it until the call ends. Clicking **Close** while the call is still active will cause an error. > > **Note:** Using the **Close and classify** option in ServiceTitan is discouraged and not supported at this time. You will need to classify the call again in Contact Center Pro. ## FAQ --- ### #### Why does my browser say it needs permission to use the microphone, and why doesn't the Give Permissions button work? If you haven't given permission for Contact Center Pro to use your microphone, you'll see an alert at the top of the page. ![Notification indicating microphone permission is required to make calls in the Contact Center.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-1-image-jg2vueup.png) If the *Give Permissions* button isn't working, you may have previously denied access to Contact Center Pro. To resolve this, manually update your microphone settings in Google Chrome. For more information, see [Resolve microphone and audio issues in Contact Center Pro](/v1/docs/resolve-microphone-and-audio-issues-in-contact-center-pro). #### Why can't customers hear me, but I can hear them? - If you are using a wired headset, first, make sure it's firmly connected to your computer. - Make sure your Chrome microphone settings are set to use your headset. For more information, see [Resolve microphone and audio issues in Contact Center Pro](/v1/docs/resolve-microphone-and-audio-issues-in-contact-center-pro). ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Call Center Monitoring overview](/v1/docs/call-center-monitoring-overview) - See [Answer incoming calls in Contact Center Pro](/v1/docs/answer-incoming-calls-through-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 The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) 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)