Second Chance Leads helps you recover lost opportunities by automatically reviewing unbooked, "not a lead," and excused calls to identify those most likely to be saved with a quick follow-up. Powered by Titan Intelligence, it analyzes call recordings after a CSR ends the call and flags only the most promising leads for action. This ensures you focus on high-quality opportunities without overwhelming your team with every missed call.
Setup
Required permissions
The View Second Chance Leads permission is required to set up and use Second Chance Leads. To have this permission enabled, please contact the account administrator on your team.
Advanced setup
Enable Second Chance Leads, set team alert preferences (in-app, email, SMS), and define callback messaging to match your brand and boost engagement.
Basic Phones
If you're using Basic Phones, Second Chance Leads can be purchased directly in ServiceTitan and enabled through your account settings.
Phones Pro
With Phones Pro, Second Chance Leads is included by default. Customize your settings to fit your team's needs and performance goals.
Titan Intelligence (TI)
To get a high level of precision using Titan Intelligence, VoiceAI must be enabled on your Phones Pro account. If transcription is not enabled, Second Chance Leads will not be generated. You need to turn on Voice Intelligence at the company level as well as any call centers/departments/offices that are used to answer calls. See Dialpad Ai for more information and setup instructions.
Key workflows
Manage Second Chance Leads
Review and act on flagged unbooked calls with Second Chance Leads.
Note: After a Second Chance Lead is created for a specific call, no additional Second Chance Leads will be generated for that phone number for 14 days. This prevents duplicate leads and ensures your team isn't repeatedly following up on the same issue, especially if the customer is already in contact.
Troubleshooting and FAQ
FAQ
Why should I use Second Chance Leads?
Powered by Titan Intelligence (TI), Second Chance Leads automatically reviews and flags unbooked calls that we believe can be saved with a quick follow-up call to the homeowner. Second Chance Leads is available to anyone using Phones Pro or Basic Phones. There is an additional cost for those using Basic Phones.
How does this feature use Titan Intelligence?
Second Chance Leads uses a machine learning algorithm to review transcriptions of calls and classify them as a lead or not a lead based on voice activity and keyword filtering.
How can I get access to Second Chance Leads?
If you’re using Basic Phones, you can purchase Second Chance Leads directly in ServiceTitan. To get started, go to Calls > Second Chance Leads. For more, see Enable Second Chance Leads.
Second Chance Leads is automatically available to anyone using Phones Pro. To get started with Phones Pro, request a demo by clicking Get Started on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Is there an additional cost for Second Chance Leads?
Second Chance Leads is included at no extra cost with your Phones Pro subscription. For Basic Phones, it’s available for purchase through your ServiceTitan account, with pricing based on your call volume.
How does Second Chance Leads work if we also use Leads from Unbooked Calls and Bookings?
Second Chance Leads are generated from calls that are unbooked, excused or marked as not a lead. The feature Leads from Unbooked Calls and Bookings creates follow-up leads when your agents classify calls and manually log that a follow-up is needed. Second Chance Leads can be used concurrently with this feature.
How do Leads from unbooked calls feature work with Second Chance Leads?
SCL's are generated from calls that are unbooked, excused or marked as not a lead. We recommend keeping leads on in your Follow Up tab as those are Leads that are manually generated by your team.