Overview
Re-Engage, formerly called Rehash, in Field Pro lists all open opportunities, ranks them by likelihood to close, and provides quick context with a ready-to-send email, helping you recover more revenue. Find high-potential opportunities, send the AI-drafted follow-up based on the technician's recording and job details, and convert previously unsold estimates.
Who uses this feature
Administrators, business owners, and sales managers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Field Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
If you're an existing Sales Pro customer and want to migrate to Field Pro, please fill out this form.
Account configuration is required to use this feature. Please contact your Pro Product Specialist (PPS) for details.
Things to know
If the system is uncertain about the opportunity's potential, it gives a lower score so you can focus on higher-value opportunities.
Re-Engage can identify opportunities mentioned during a call even when no estimate exists.
Re-Engage doesn't integrate with Follow-ups or other ServiceTitan features, so it doesn't trigger automated outreach or workflows.
Scores are based only on the call transcript.
Best practices
Re-Engage works well for many roles but is particularly effective for inside sales representatives. Equip your sales representatives with Re-Engage to ensure timely follow-up on opportunities discussed during calls.
Use Re-Engage in Field Pro
Go to the navigation bar and click Field Pro.
Click Re-Engage.
On the Re-Engage screen that opens, review opportunities by status. The tabs include:
To Do: Shows all open opportunities that still need action.
In Progress: Opportunities where you've started outreach or scheduled next steps.
Completed: Follow-up is finished; the record remains for reference.
Favorited: Opportunities you've starred for quick access.
All: Every opportunity, regardless of status.
Use the following filters to quickly find a specific opportunity:
Technician: The technician assigned to the job.
Team: The team the technician belongs to.
Date: The date the job took place and the recording was made.
Score: The opportunity score based on follow-up potential.
Manage opportunities in Re-Engage
Re-Engage turns open jobs into actionable cards. On each status tab, each card has the following information:
Job name: The recording or job title. Click to open the Re-Engagement Summary and full recording details.
Score: AI-generated indicator of the opportunity's potential. To learn more on Re-engage scores, see Understand Re-Engage scores.
Technician: Technician name who worked on the job
Team: The technician's team.
Date: The date of the job.
Recap: A short summary of the visit so you don't have to re-listen.
Next step: The AI-suggested action to take based on this opportunity.
Example: Follow up as soon as possible, after the customer reviews the proposal with their partner, to finalize the sale and lock in installation timing.
Use quick actions on a card
Update status. Open the Status menu and select To Do, In Progress, or Completed. The opportunity moves to the corresponding tab immediately.
Click Favorite
to save the opportunity to Favorites tab for quick access.Click Notify Technician
: In the pop-up, add a comment. For example, include context from Next steps and Recap.
Click Comment to notify the assigned technician.
Copy [svg not supported] : Copy the AI-suggested message to send to the customer and follow up on this opportunity.
Understand Re-Engage scores
Each opportunity in Re-Engage has a score showing how urgent and promising it is. Higher scores mean stronger interest and fewer obstacles; lower scores mean more objections or low urgency.
How scores are generated: Scores are based only on the call transcript. Re-Engage uses AI prompted with clear guidelines and examples to generate each score.
Score Levels:
Very High Potential: Very likely to close quickly; minor concerns only. Example: Customer wants a quick install and trusts your company.
High Potential: Likely to close soon; one small issue left. Example: Customer needs the project soon and is comparing quotes.
Medium Potential: Open to moving forward, but urgency is low. Example: Customer wants more quotes and has moderate price concerns.
Low Potential: Mixed signals, higher effort needed. Example: Customer wants a lower price and has no set timeline.
Very Low Potential: Low interest or major objections. Example: Customer only wants the cheapest option and declines follow-up.
Follow up with Re-Engagement summary
In Re-Engage, click the opportunity's name to open the Re-Engagement summary in the recording details view.
Review the Suggested Follow-Up Message, an AI-generated email ready to send to the customer based on the recorded conversation.
Tip: Click Show more to open the whole message.
Click Copy Message, paste it into your email or preferred channel, and personalize as needed.
Use the details below the Suggested Follow-Up Message to tailor your note before sending:
Pricing Options: A summary of products or service options discussed with the customer, including upgrades and pricing.
Financing: Available payment plans or financing offers, including monthly amounts, interest rates, and approval details.
Commitment: The customer's interest level and readiness to move forward, including agreed-upon actions or next steps.
Main Objection: The main reason for hesitation or delay.
Emotional Tie: Personal or emotional factors influencing the customer's decision.
For more context, review the recording details, and reference the transcript and scorecard for exact phrasing or figures.
Send the follow-up email, and click Mark as Complete.
On the pop-up, add your follow-up notes, and click Complete to set the status to Completed.
Want to learn more?
See Field Pro