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Phones Pro Home

  • Updated on Jun 12, 2026
  • Published on Apr 29, 2026
  • 12 minute(s) read
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Pro Product

Phones Pro

A modern, cloud-based phone system fully integrated with ServiceTitan — designed to improve your customer-facing team's performance, drive higher booking rates, and grow revenue.

Phones Pro overview

Product overview

See Phones Pro in action

Watch how Phones Pro connects inbound calls to ServiceTitan job booking — with real-time call monitoring, embedded dialing, and automated call attribution working together.

Setup

Phones Pro is a cloud-based phone system that integrates directly with ServiceTitan to improve call booking accuracy, reduce abandoned calls, and give managers real-time visibility into CSR performance.

Setup checklist

Add or port in your phone numbers

Ensure all business phone numbers are integrated into your ServiceTitan account for proper call routing and logging.

Register for texting

Complete the Register for Texting form to ensure your customer messages are delivered — unregistered messages will be blocked.

Enable Chat

Activate and configure the Chat feature to manage customer text communications.

Review employee roles and permissions

Confirm your employees have access to all the right functions and pages for phones and messaging.

Set up Job Booking preferences

Customize the Job Booking screen by adding fields that align with your workflow.

Add Campaigns and Campaign Categories

Create campaigns and assign them to the appropriate categories to improve call analytics and tracking.

Set up your Call Reasons

Set up call reasons to improve call classification, enhancing call metrics, CSR performance insights, and marketing reports.

Required access

Phones Pro subscription required. Contact your Customer Success Manager or Pro Account Manager to get access.

Once setup is complete

Book jobs directly from calls, monitor CSR performance in real time, and manage all customer communications from one place.

Not yet a customer?

Request a demo on the Pro Products page, or reach out to your Customer Success Manager or Pro Account Manager.

Quick Start Guide — Phones Pro

To quickly get started with Phones Pro, follow these two steps: first, configure account numbers and employee seats, and second, select your phone type.

Step 1: Configure account numbers and employee seats

Set a call continuity number, room phones, and fax lines: Go to Settings > Phones Pro > Account Setup. Enter your Call Continuity Number and click Save. Add Room Phones and Fax Lines as needed.

Assign employee seats: In Account Setup, select the appropriate seat type for each employee (Standard or Advanced). Set Admin Access as needed, then click Save.

Table displaying employee roles and seat assignments with highlighted selection for Standard access.

Add and assign tracking numbers: Go to Settings > Phones Pro > Phone Numbers. Click Add New Number, search by area code or ZIP, choose a number, configure SMS and campaign settings, and assign it to your office, call center, or department.

Step 2: Choose your phone type

Dialpad desktop app: Download at dialpad.com/download/. Choose 32-bit or 64-bit based on your system.

Dialpad web app: Access at dialpad.com/app or via dialpad.com/settings → Launch Dialpad.

Menu displaying options with a highlighted button to launch the Dialpad feature.

Dialpad mobile app: Search for Dialpad in the App Store or Google Play and tap Get to install.

Embedded Phone: In ServiceTitan, go to Phones Pro > View Phone Preferences > Phones Pro and toggle on Enable the embedded phone.

Settings for enabling and auto-collapsing the embedded phone feature in Phones Pro.

Key workflows

Choose your role or topic to see relevant workflows and documentation.

Phones Pro overview

Explore how Phones Pro optimizes your business operations with real-time insights and automated processes.

With instant alerts and monitoring features, optimize job bookings and improve customer interactions in real time, ultimately elevating the overall calling experience.
Analyze customer sentiment and real-time call transcripts to identify support needs and training opportunities for CSRs.
Simplify the call booking process as Phones Pro automatically clicks call bubbles and attributes them to Advanced Seat users, minimizing the risk of human error.
With the DialPad mobile app, take your calls anywhere so that you won't miss any opportunities to save deals or close sales.

Key features

ServiceTitan Phones Pro helps you manage call routing, queues, analytics, and more.

Customize Call Routing so calls ring to specific groups of people
Manage Hold Queue settings according to your preferences
Personalize Advanced Settings for call centers and departments within your office
Set Business Hours and Holidays for your office
Use the ServiceTitan Embedded Dialer as a direct integration with DialPad into the ServiceTitan software
Evaluate employees' performance and service level with DialPad advanced analytics

Standard Seat users

Learn the basics of being a Standard Seat user with ServiceTitan Phones Pro.

Advanced Seat users

Understand how to operate as an Advanced Seat customer service representative (CSR) with ServiceTitan Phones Pro.

Second Chance Leads

Enable Second Chance Leads and use Titan Intelligence to learn which unbooked calls are potential leads.

Messaging

Maintain your customer communication through ServiceTitan's chat feature. For more, see Customer Notifications.

Troubleshooting & FAQ

Quick solutions to common issues and answers to frequently asked questions.

Phones Pro — FAQ

Take a look at the top FAQs regarding Phones Pro.

How do I schedule time with a Phones Pro specialist?

For issues such as setting up your auto attendant recordings or assigning extensions, you can contact Technical Support and they can assist with this.

What are the next steps to complete setup?

If you haven't yet received any direction for how to complete your Phones Pro setup, follow these instructions:

Step 1: Reach out to your Pro Account Manager (PAM) for Phones Pro. Your PAM is the first point of contact for potential Phones Pro customers.

Step 2: Send an email to your PAM and ask them to reach out to you with the next steps. If you are not sure who your PAM is, you can find out by checking your emails or by contacting ServiceTitan Technical Support.

Step 3: Once you have contacted your PAM, they will let you know what the next steps are.

Step 4: If you have already sent in your Network test, your PAM will schedule a Discovery Call with you to discuss your setup and next steps.

Can I remove phone numbers?

You can't remove tracking numbers directly from your account. An administrator must contact ServiceTitan Technical Support, provide the number to remove, and reply to the confirmation email to approve the request.

How do I track and return missed calls that went to voicemail?

Missed calls show up and are classified in ServiceTitan as Abandoned. You can locate these calls on the Dashboard in the Agent Scorecard section. Click Abandoned.

A manager should regularly click each abandoned call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click Manual Call from the Calls screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can create a new lead.

Business registration for messaging — FAQ

Check the most frequently asked questions for business registration and messaging.

What is the 10DLC registration process?

You should register your business information by submitting company details in ServiceTitan. The submission process only takes a few minutes, but it takes 7-10 business days for the mobile network operators to vet your registration. For more information, see Register your business for SMS and MMS delivery. Note: Marketing Registration needs to be completed separately.

How does 10DLC impact my business?

This affects all text communications delivered through ServiceTitan, including customer notification texts, chat, alerts, dispatch SMS messages, and review requests through Marketing Pro.

To avoid message blocking by mobile carriers, all ServiceTitan customers must register their business information by submitting company details. Registration is mandatory to send text messages. U.S. carriers have additional fees for registration, campaign use cases, and carrier surcharges on 10DLC traffic. Like other SMS providers, ServiceTitan passes these fees through to customers, which are reflected on billing statements.

What do I need to do to help my company's brand get registered with the TCR for 10DLC?

To help your company's brand get registered with the TCR for 10DLC:

• Complete your brand registration in TCR Brand Management.

• Ensure your company has a website (or online presence) to be approved.

• Have a dedicated area on your website with a Call-to-Action (CTA), Privacy Policy, and Terms & Conditions that outline your messaging campaign details, consent requirements, and data handling practices.

For more information, see TCR campaign guidelines and requirements.

Pricing and setup — FAQ

Common questions about Phones Pro pricing, licensing, and initial setup.

What is the pricing for Phones Pro?

The price for Phones Pro depends on what your business needs. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

What are the prices for basic and advanced seats for CSR in ServiceTitan?

Step 1: Go to the top toolbar in ServiceTitan and click Settings.

Step 2: In the side menu, click Your Account > Billing.

Step 3: In the Invoices section, view the prices for Basic and Advanced CSR seats.

Phone number and employee management — FAQ

Questions about managing phone numbers and employee seat assignments.

How do I adjust or remove employee seats in Phones Pro?

Upgrade employee seats by navigating to Settings > Phones Pro > Account Setup. For more information, see Enable Phones Pro for office employees.

Note: You cannot remove or downgrade employee seats through ServiceTitan. To remove or downgrade seats, and for license or billing-related issues, contact Technical Support.

Call management — FAQ

Questions about call handling, spam prevention, recordings, voicemail, and holiday routing.

How do I handle spam calls in Dialpad?

Option 1 — Change Call Blocking & Spam Prevention settings: Go to Admin settings > Ai Contact Centers, select a contact center, then go to Advanced settings. In the Call Blocking & Spam Prevention section, select the appropriate options.

Option 2 — Add an Automated Response Menu: Go to Admin settings > Office > Main Line. Select Business hours & call routing and Edit Call Routing. In Routing Options, select Other routing options > To an automated response menu.

Note: Automated callers usually can't navigate the response menu, so the call hangs up before being routed to the agents in the contact center/department.

Why are some parts of calls missing from the recordings in ServiceTitan?

Call recordings are automatically paused when customer service representatives open the Charge Credit Card screen from Payment Collections regardless of their Pause Call Recording permissions. This is intended and cannot be disabled.

Can I change the email address for voicemail notifications?

Step 1: Go to Dialpad and log in.

Step 2: Click Departments or Ai Contact Centers and select a department or a contact center of your choice.

Step 3: Go to Advanced settings.

Step 4: In the Send email notifications for voicemails and faxes to additional email addresses section, click + Add an Email Address to add emails for receiving notifications.

Note: If you're already assigned as an agent in the Contact Center, you will receive the notifications by default. This can be managed under Your Settings > Emails and alerts.

Can I create custom holidays that repeat annually on variable dates in Dialpad?

Yes. Follow the steps in the Configuring Holiday Hours | Routing Rules in Dialpad: recommended workflow article to create custom holidays.

Phone functionality and troubleshooting — FAQ

Quick fixes for Dialpad desktop, mobile, web, and embedded dialer issues.

What can I do if my DialPad Desktop App isn't working?

Uninstall the app from your computer:

Step 1: Go to DialPad.com.

Step 2: Click Your Settings > Your Devices.

Step 3: Click the three dots next to your devices.

Step 4: Select Delete device from list.

Step 5: Re-download the app from DialPad.com.

What can I do if my DialPad Mobile App isn't working?

Uninstall the app from your phone:

Step 1: Go to DialPad.com.

Step 2: Click Your Settings > Your Devices.

Step 3: Click the three dots next to your devices.

Step 4: Select Delete device from list.

Step 5: Re-install the app from the App Store or Play Market.

What can I do if my Web version of DialPad isn't working?

Step 1: Click More at the top right corner of your Chrome browser.

Step 2: Click More Tools.

Step 3: Click Clear Browsing Data on the pop-up menu.

Step 4: Select Cookies and Cached images and files.

Step 5: Change the time filter at the top to All Time.

Step 6: Click Clear Data.

Step 7: Make a hard refresh by selecting Ctrl + Shift + R.

What can I do if my Embedded Dialer isn't working?

Step 1: Click More at the top right corner of your Chrome browser.

Step 2: Click More Tools.

Step 3: Click Clear Browsing Data on the pop-up menu.

Step 4: Select Cookies and Cached images and files.

Step 5: Change the time filter at the top to All Time.

Step 6: Click Clear Data.

Step 7: Make a hard refresh by selecting Ctrl + Shift + R.

Ready to transform your call center?

See how Phones Pro can improve booking rates, reduce abandoned calls, and give your team the tools to deliver exceptional customer service.

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