--- title: "Second chance leads CSR best practices in ServiceTitan Max" slug: "second-chance-leads-csr-best-practices-in-servicetitan-max" updated: 2026-07-11T15:38:57Z published: 2026-07-11T15:38:57Z canonical: "help.servicetitan.com/second-chance-leads-csr-best-practices-in-servicetitan-max" --- > ## 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. # Second chance leads CSR best practices in ServiceTitan Max ## Overview Some of the calls your CSRs answer don't book a job on the first try — the customer is price-shopping, gathering information, or comparing options before they commit. *Second Chance Leads* (SCL) makes those callable again. Powered by Titan Intelligence, SCL automatically reviews Unbooked calls in ServiceTitan Contact Center and surfaces the ones that look most likely to convert with a quick follow-up. This guide is for CSRs who work the *Second Chance Leads* queue in Contact Center day to day. It covers how SCL fits into the ServiceTitan Max call recovery workflow, how leads are flagged and surfaced, and the best practices that keep the queue working as designed. For the configuration steps — permissions, enabling SCL, *After Call Work Time*, *Cold Leads* settings, Voice Agent, and tracking numbers — see [*Abandoned Call recovery with Contact Center Pro: Setup and workflow in ServiceTitan Max*](/v1/docs/abandoned-call-recovery-contact-center-pro-setup-workflow-servicetitan-max). --- ### #### Who uses this feature - Customer Service Representatives (CSRs), with manager and admin oversight - Applies to all business types - Applies to all trades #### Feature configuration - Available to ServiceTitan Max customers through Contact Center Pro - The *Edit Second Chance Leads* permission is required to access the *Second Chance Leads* screen and update lead statuses. Permissions are managed in Enterprise Hub. - The *Enable Second Chance Leads* toggle must be turned on in *Contact Center Pro* > *Admin Settings* > *Feature Management* > *Call Analysis*. - *After Call Work Time* and *Cold Leads* settings must be configured. ## Things to know - **SCL is part of a connected ServiceTitan Max recovery workflow.** Voice Agent reduces the volume of routine calls hitting your CSRs. Contact Center routes the calls that do come through. Marketing tracking numbers attach campaign context to each call. Titan Intelligence reviews unbooked calls and flags the recoverable ones into SCL. Treat SCL as one screen in that workflow — not a standalone tool. - **Abandoned vs. unbooked.** Abandoned calls are calls the customer hung up on before reaching an agent. Those land in the *Abandoned Calls* queue. Unbooked calls are calls a CSR answered but did not convert into a job — Titan Intelligence reviews these and flags the most promising ones as Second Chance Leads. - **Notifications are in-app only on Contact Center Pro.** SCL flags appear in the *Second Chance Leads* screen in Contact Center Pro. There are no text or email alerts. - **The classification window matters.** After a call ends, the CSR has the number of minutes set in *After Call Work Time* to classify the call. Once that window closes, Titan Intelligence reviews the call and decides whether to flag it as a Second Chance Lead. Accurate classification and notes during ACW directly determine which leads SCL surfaces and how much context the follow-up agent has. - **Voice Agent and SCL work together.** Voice Agent handles overflow and routine calls, so live CSRs have time to work the *Second Chance Leads* queue instead of just answering the next ring. ## Best practices - **Move fast.** Speed-to-lead is the single biggest predictor of recovery. Work the *Open* tab before the *Cold* tab. - **Keep statuses and notes up to date.** Status and notes give the rest of the team visibility into what's been tried. If it's a lead but you don't want to follow up, mark it *Lead - not following up*. If it's not a valid lead, mark it *Reviewed - not a lead*. Only mark a lead as *Reviewed - not a lead* if it truly doesn't qualify — mislabeling reduces the system's accuracy. - **Have a voicemail plan.** Before agents start working Second Chance Leads, decide what outbound caller ID to use, what callback number to leave on the voicemail, and whether the customer should call the original agent back, call a tracking number and ask for them, or speak with any available agent. - **Use *Copy to Customer notes* or *Copy to Location*.** Anything you learn during the follow-up that should live on the customer or Location Record (gate codes, scheduling preferences, decision-maker info) can be copied across with one click from the *Second Chance Lead Notes* section. - **Treat the Cold tab as a coaching signal.** Volume in the *Cold* tab means follow-ups aren't getting done in time. Use the *Cold Leads* settings to define what "cold" means for your business, then review *Cold* regularly with managers. > [!WARNING] > **Caution:** Only mark a lead as *Reviewed - not a lead* if it truly doesn't qualify. Mislabeling can reduce Titan Intelligence's accuracy in detecting real leads. ## Use cases | **Scenario** | **What the CSR does** | | --- | --- | | Customer called for a price on a water heater install, didn't commit, and hung up to "think about it" | Lead flagged within minutes of the ACW window closing. CSR follows up with a callback referencing the specific water heater discussed. | | Customer called about a recurring drain issue but couldn't find a time that worked | CSR reviews the transcript, sees the time constraint, and calls back with specific time slots from the schedule. | | Marketing campaign drives a surge of inbound calls; several go unbooked | CSR filters the *Second Chance Leads* queue by *Account* and *Campaign* to work the surge as a batch. | | Renter calls about a repair they can't authorize | CSR reviews the lead, marks it *Reviewed - not a lead*. | | The original CSR is out, but a flagged lead needs follow-up today | Any available CSR with the *Edit Second Chance Leads* permission can pick up the lead from the *Open* tab. Notes and transcript give them context. | ## How a call becomes a Second Chance Lead Second Chance Leads don't generate text or email alerts on Contact Center — every notification surface is inside the app. 1. A customer call comes into Contact Center through a tracking number and is routed to a CSR. 2. The CSR takes the call but doesn't book a job. They classify the call during the *After Call Work Time* window — selecting a call type, reason, and adding notes. 3. After the ACW window closes, Titan Intelligence reviews the Call Recording, transcript, and classification. If the call shows signs of being a recoverable lead, it's flagged as a Second Chance Lead. 4. The lead appears in *Urgent Follow Ups* > *Second Chance Leads* > *Open* tab, ready to be worked. 5. If no one works it within the number of days set in *Cold Leads* settings, it moves to the *Cold* tab. > [!TIP] > **Tip:** For optimal results, start by filtering for a single account. Certain filters require selecting a single account before they can be applied. ## Manage a Second Chance Lead The *Second Chance Leads* screen in Contact Center Pro is where CSRs work the queue end to end — reviewing flagged calls, calling customers back, updating statuses, and dismissing leads that don't apply. The sections below walk through the screen as you'd encounter it in the workflow. ### Access the Second Chance Leads screen 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups** > **Second Chance Leads**. The *Second Chance Leads* screen opens, structured into three tabs: - **Open:** Contains all new customer conversations that haven't been marked as *Resolved* or *Dismissed*. - **Cold:** Displays leads that have remained unreviewed for the length of time set in the *Cold Leads* settings, helping you keep the *Open* tab focused on recent activity. You can still revisit Cold leads, follow up, or dismiss based on relevance. - **Done:** Stores all past communications marked as *Resolved* or *Dismissed*. ### Filter Second Chance Leads Click **Filter** next to the column header to narrow the displayed results. You can refine call details using the following filters: - **Status:** Indicates the current stage of the lead. You can edit the status as needed. - **Notes:** Displays any notes left by the agent during call classification, providing additional context for the lead. - **Age:** Displays the call date and tracks how much time has passed since the call ended. - **Account:** Identifies the tenant account associated with the call. - **Customer:** Displays the customer's name, if available; otherwise, shows the phone number used to place the call. - **Type:** Represents the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and if they were booked. For more, see [Understand call classifications](/v1/docs/understand-call-classifications). - **Reason:** Indicates the reason selected during call classification, explaining why the call was not initially booked. - **Agent:** Displays the name of the agent who handled the call. > [!TIP] > **Tip:** For optimal results, start by filtering for a single account. Certain filters require selecting a single account before they can be applied. ### View Second Chance Lead Details After you've applied your filters, hover over the desired call and click **View** to access detailed information. The *Second Chance Lead Details* flyout opens with four sections: *Overview*, *Customer*, *Notes*, and *Recording and Transcript*. #### Overview The *Overview* section gives you everything you need to decide how to follow up. - **Summary:** The summary of the call generated by Titan Intelligence. - **Status:** Indicates the current follow-up stage of the lead. To update it, click **Edit** and select a new status from the following options: - *New:* Default status for all newly flagged second chance leads. - *Lead - call back attempted:* Set automatically when you select **Call Customer Back** on the *Call Details* window. Stays in the *Open* tab. - *Lead - not able to save:* The call was a lead, but the agent couldn't book the job. Moves to the *Done* tab. - *Lead - not following up:* Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. Moves to the *Done* tab. - *Reviewed - not a lead:* Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the *Done* tab. The following statuses are automatically set on Second Chance Leads when they're marked as *Done*: - *Job booked by SCL:* A job was successfully booked through a follow-up. The call moves to the *Done* tab on the *Second Chance Leads* screen. - *Job booked elsewhere:* The job was booked before the follow-up was attempted. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Age:** Displays the call date and how much time has passed since the call ended. - **Call ID:** A unique identifier for the call for tracking and referencing specific interactions. - **Agent:** Shows the name of the agent who handled the call. - **Type:** Indicates the call classification — automatically determined based on factors like whether it was answered, duration, and booking status. - **Reason:** Displays the reason selected during call classification, explaining why the call wasn't booked. #### Customer The *Customer* section shows the customer's contact and location information and links directly into the relevant ServiceTitan records. - **Phone Number:** The number the customer called from. Click the number to place an outbound call and follow up with the customer. - **Account:** The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab. - **Customer:** The Customer Record attached to the call. Click to open the customer record in a new tab. - **Location:** The location record attached to the call. Click to open the location record in a new tab. - **Zone:** The geographic service zone assigned to the location, based on the address. > [!NOTE] > **Note:** Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear. > [!NOTE] > **Note:** If multiple matches are found, the system notifies you of a possible incorrect customer match. To update, click **Change customer** and select from the suggested options. #### Notes The *Notes* section preserves context across the original call and the follow-up, so anyone working the lead has the full picture. - **Original CSR Notes:** Notes entered by the agent during the initial call classification. - **Second Chance Lead Notes:** Notes added while reviewing the second chance lead. Click **Add Notes** to document follow-up actions or decisions. > [!TIP] > **Tip:** Select **Copy to Customer notes** or **Copy to Location** notes to save the second chance notes to customer or location records. #### Recording and Transcript The *Recording and Transcript* section gives you the original call in two formats — useful when you weren't the agent who took the call, or when the *Original CSR Notes* don't capture enough detail. - **Recording:** An audio file of the conversation, if applicable. - **Transcript:** Summary or full text of the conversation, including timestamps. > [!NOTE] > **Note:** You can download the transcripts of your conversations to your computer. ### Follow up or dismiss the lead After reviewing the potential leads, you can follow up with a callback or dismiss the lead if no action is needed. 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups** > **Second Chance Leads**. 3. Find the conversation you want to review and click **View** next to it. 4. On the *Second Chance Lead Details* screen, review the call information and notes. 5. From this screen, you can follow up by clicking **Call Customer** or remove the lead by selecting **Dismiss**. ## Review your conversion performance Working the *Second Chance Leads* queue is half the job — the other half is learning from it. Use the *Unbooked and Abandoned Calls* report to review recovery performance, spot trends by campaign, and identify coaching opportunities for CSRs. The report answers three questions that the *Second Chance Leads* screen alone can't: - **Are we actually converting?** The lead-by-lead view shows what's in the queue; the report shows how much of it ends up booked over a date range. - **Where is the unbooked and abandoned volume concentrated?** Campaign-level comparison reveals which marketing efforts are generating calls that don't close — useful for tuning Marketing spend, scripting, and tracking number assignment. - **Which CSRs need coaching, and on what?** Reviewing recoveries per agent surfaces both strong performers worth modeling and patterns that point to a specific coaching need. To open the report: 1. In ServiceTitan, click **Reports** in the navigation bar. 2. In the side menu, click **All Reports**. 3. Open **Unbooked and Abandoned Calls**. Filter by: - **Date range** — presets include Today, Yesterday, This Week, Last Week, This Month, Last Month, This Year, Last Year, or a custom range. - **Date type** — Call Date, Job Completion Date, Job Creation Date, or Job Scheduled Date. Use Call Date to evaluate CSR conversion behavior; use Job Completion or Job Creation Date to attribute revenue back to a recovery effort. Available columns include ID, Call Date, Call Time, Call Type, Direction, Name, Call Campaign, Caller Phone Number, Customer Name, and Recording. ### Closing the loop The findings from this report feed back into the ServiceTitan Max call recovery workflow. Once you see where unbooked and abandoned volume is concentrated, bring those findings back into Contact Center to refine queues, routing, and Voice Agent skills — and into Marketing to adjust campaign targeting and tracking number strategy. The goal isn't just to recover more leads from the *Second Chance Leads* queue; it's to keep fewer calls from going unbooked in the first place. ## Want to learn more? - See [Abandoned Call Recovery with Contact Center: Setup and workflow in ServiceTitan Max](/v1/docs/abandoned-call-recovery-contact-center-pro-setup-workflow-servicetitan-max) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Time a CSR has after hanging up to log notes and classify the call before the next one connects. **What it does:** Gives CSRs structured wrap-up time after each call, reducing errors and ensuring accurate data entry. **Also called:** Post-call wrap-up time **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ACW ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) 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 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) Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones Pro [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) Auto-creates a callback task when a customer hangs up before reaching a CSR. **What it does:** Prevents lost leads by automatically logging a follow-up so the team can call the customer back. **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)