Overview
With Contact Center Pro, you can call any customer or contact stored in ServiceTitan or enter a number manually. Outbound calls can be initiated by clicking numbers in ServiceTitan or Contact Center Pro and are automatically recorded and attached to the relevant customer, location, and job records.
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.
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.
Things to know
You can click-to-call from ServiceTitan and/or Contact Center Pro. To click-to-call from ServiceTitan (from Follow Ups, Customer Records, Location Records, or any other place where phone numbers are listed in the system), make sure your Contact Center Pro direct line number is also set on your ServiceTitan employee profile under Office Number.
If you're calling about a specific job, the easiest way to ensure you're calling the right number is to call the number listed on the Location Record.
Non-client-related calls, such as to a supplier, can still be placed using the keypad dialer in Contact Center Pro. These calls will not be found within your ServiceTitan account (e.g., in Search > Calls) since they aren't linked to any customer or location records.
Outbound calls overview
There are two ways to make outbound calls:
Within ServiceTitan – Clicking a number in ServiceTitan initiates a call, which can be recorded and linked to customer and job records.
Within Contact Center Pro – You can call contacts stored in ServiceTitan or dial any number directly.
Place an outbound call from ServiceTitan
Any time you click a number in ServiceTitan, the system initiates a call. ServiceTitan records the outbound call and attaches the recording to the job record.
Go to the navigation bar and click Calls
(or Job Booking).Search for the customer's name.
From the results, open the Customer or Location Record you want to call.
Click the phone number listed in the Details menu under Contacts.
Click Ok to confirm the outbound call in the pop-up notification.
After you click to confirm the call, ServiceTitan places a call to your office phone. Answer your phone to connect with the customer.
Place an outbound call from Contact Center Pro
In Contact Center Pro, enter the customer's name in the Search for Customer section.
From the results, click the customer's phone number.
In the pop-up notification, the system shows the customer's phone number and the Caller ID that will appear to the customer. (Optional) Click Change next to the Caller ID to select the number shown to customers when you call.
Select one of the following options:
Select Default Outbound ID to use the default caller ID set for your ServiceTitan account.
Note: Some accounts may not have a default outbound ID set.
Select Dynamic Caller ID to automatically match the customer's area code, if available.
Select a tracking number to show one of your tracking numbers as the outbound caller ID.
Tip: To simplify Caller ID selection, give your tracking numbers a name in Settings. This name is for your reference only and won't be visible to customers.
Click Done.
Click Call to confirm the outbound call.
Tip: Click the number badge next to the customer's phone number to view and access all customer contact methods.
Tip: You can also click the customer account to view their details and initiate an outbound call directly from this screen.
Make an internal call
Check the availability of your coworkers and place internal calls through ServiceTitan. You can call individual agents or connect with the available queues (departments) through Contact Center Pro.
To call an internal contact:
Go to your Contact Center Pro account and click Make a Call.
On the Make a Call screen that opens, select the Office tab. On this screen, you can see the employees' names, statuses, and phone numbers.
Tip: Use the search bar to find an agent by their name or phone number.
Select an employee and click Call to initiate the internal call.
Note: You'll see a tag indicating the call is internal in the Calls section of your Inbox.
To call a technician:
Go to your Contact Center Pro account and click Make a Call.
On the Make a Call screen that opens, select the Technicians tab. The table shows each technician's name, tenant, and phone number.
Tip: Use the search bar to find a technician by their name or phone number.
Select a technician and click Call.
Note: This option requires the Can directly call or transfer a call to technicians permission. Contact your account administrator if you don't see the Technicians tab.
To connect with an internal queue/department:
Go to your Contact Center Pro account and click Make a Call.
On the Make a Call screen that opens, select the Queue tab. In this screen, you can see the queue names, the number of employees for each, and the estimated wait time.
Tip: Use the search bar to quickly find a queue by its name.
Select a queue and click Call.
Make a call to an external number
With Contact Center Pro, you can call an external number that isn't linked to any customer account in ServiceTitan.
To call an external number:
Go to the Contact Center Pro screen and click Make a Call.
On the Make a Call screen that opens, select the Keypad tab.
Click the Calling From dropdown and select the ServiceTitan account to show the correct Caller ID to customers.
Note: If you select No Account, your DID number is used as the caller ID.
(Optional) Click Change next to the Caller ID to select the number shown to customers when you call.
Select one of the following options:
Select Default Outbound ID to use the default caller ID set for your ServiceTitan account.
Note: Some accounts may not have a default outbound ID set.
Select Dynamic Caller ID to automatically match the customer's area code, if available.
Select a tracking number to show one of your tracking numbers as the outbound caller ID.
Tip: To simplify Caller ID selection, give your tracking numbers a name in Settings. This name is for your reference only and won't be visible to customers.
Click Done.
Enter the number in the appropriate field or enter the digits using the keypad.
When you're finished, click Call.
