Overview
Audience: Technicians, managers, and administrators. Product: Field Pro v2.
Field Pro v2 is built into ServiceTitan. Technicians record in the ServiceTitan Field App (ST Field) with their normal ServiceTitan sign-in. Managers review recordings and coach in the Field Pro section of ServiceTitan on the desktop, and settings are under Settings > Field Pro > Settings. There's no separate Field Pro app and no separate dashboard to sign in to.
Most Field Pro v2 issues come down to one of four things: a technician who isn't recording at all, a recording that didn't show up or is shorter than expected, a score that doesn't match what someone expected, or a person who can't see the recordings they expect. This article walks through each one, then answers common questions.
Before you start
Four facts explain many Field Pro v2 questions.
Recording happens only in ST Field. Field Pro v2 doesn't record from ServiceTitan Mobile (the older technician app) or from ServiceTitan on the desktop.
A recording the technician pauses doesn't resume on its own. Pausing and forgetting to resume is a common reason a recording is shorter than the Appointment.
Team membership and team access are separate. A person's assigned team decides where their recordings appear. Their team access decides whose recordings they can see. Setting one doesn't always set the other. Everyone can always see their own recordings.
Each recording keeps the profile it was assigned when it was recorded. If that profile's scorecard changes later, the recording's score is recalculated with the new scorecard. Changes to a signal's instructions apply only to recordings processed afterward.
A technician isn't recording at all
If a technician has no recordings, or recordings stopped suddenly, check these first. Any one of them stops recording, and the technician usually sees no error.
Update ST Field. Have the technician update ST Field to the latest version.
Check how they signed in. Technicians who sign in to ST Field with Use Legacy Login aren't recorded. Have the technician sign out of ST Field, then sign back in with the regular Sign In button.
Check that they have the View Field Pro permission. Without it, ST Field doesn't record. Check the technician's role, or on the Users tab in Field Pro settings, confirm Enable Field Pro Advanced is checked for them. The permission can be removed when a role is edited and saved with its users updated, so include View Field Pro in your technicians' role rather than turning it on person by person.
Check that they use ST Field. Technicians who stay on ServiceTitan Mobile can keep working there, but their jobs aren't recorded.
Check microphone access. See step 2 in the next section, Check the microphone permission on the device.
If several technicians or your whole company stopped recording, contact your Pro Product Specialist to check your company's Field Pro setup.
To see where appointments are dropping off across your team, open Field Pro > Reports > Recording Health.
A recording did not show up
Work through these in order.
1. Check whether consent is required
Your company either requires a consent step before recording or doesn't. It's one setting for your whole company, and your Pro Product Specialist sets it.
If consent is required, the banner at the top of ST Field reads Tap for consent message. The technician taps it, tells the customer the visit is being recorded, then taps Consent Received. Recording starts only then.
If the customer declines, the technician closes the prompt without tapping Consent Received. Nothing is recorded.
If consent isn't required, recording starts on its own when the technician arrives.
A technician who never taps Consent Received produces no recording. To check or change whether your company requires consent, contact your Pro Product Specialist.
2. Check the microphone permission on the device
If the technician denied microphone access to ST Field, recording can't start. On iPhone and iPad they see an Allow Microphone Access message when a recording should start. If they close it, nothing is recorded. Have them turn microphone access on:
iPhone and iPad: Settings > ST Field > Microphone.
Android: in the device settings, turn on microphone access for ST Field.
3. Check whether the recording was paused and never resumed
A recording the technician paused stays paused until they resume it. Ask the technician whether they paused.
Two other things stop a recording on their own: pausing the appointment, and completing the Job. A recording can't be held open overnight. When the technician resumes the appointment, for example the next day, recording starts again on its own. If it doesn't, they can tap Start Recording in the banner.
If you want every visit captured, consider turning off Pause for your technicians (see step 5, Check the recording controls the technician has).
4. Check whether the device was locked or the app was force-quit
If Auto-Arrive marks the technician as arrived while their phone is locked, recording starts as soon as they unlock the phone and ST Field is open on screen. Have technicians open ST Field when they reach the customer.
If ST Field is force-quit during a job (swiped away in the app switcher), recording picks up again on its own when the technician reopens ST Field. Switching to other apps is fine; recording keeps going.
5. Check the recording controls the technician has
On the General tab of Field Pro settings, Recording Controls sets whether technicians can cancel, stop or pause a recording. To make an exception for one technician, open their Edit General Settings on the Users tab; the technician's setting wins.
To make an exception for one technician, open their Edit General Settings on the Users tab; the technician's setting wins.
If a technician has these controls, a recording may have been stopped or deleted on purpose. In ST Field, a control that's turned off is greyed out with the message Recording controls are disabled by your office administrator.
6. Check for calls, videos, or audio device changes
Only one app can use the microphone at a time. A phone Call or recording a video pauses Field Pro, and it resumes on its own when the interruption ends.
If a headset or other microphone disconnects, the recording pauses and stays paused until the technician resumes it; on iPhone and iPad they get a Recording paused notification. Ask technicians to check the banner after a call, a video or any change to their audio device.
7. Check whether more than one device was signed in
A technician can be signed in to ST Field on more than one device, and each device can record the same appointment. After processing, Field Pro compares them, keeps the recording that best captured the conversation, and removes the others. Removed recordings can't be opened and don't count toward scores.
A recording that seems to have disappeared from a second device was most likely one of these. For the best results, have technicians use one device for recording and keep it with them during the customer conversation.
8. Check connectivity
Recording keeps going without a connection, but uploading and analysis need one. A recording made without a signal isn't lost. It uploads once the device is back online with ST Field signed in, and the upload continues in the background. If a recording shows as Incomplete or Error in the Recordings list, part of its audio didn't arrive. Have the technician open ST Field while online.
Before signing out, especially on a shared device, technicians should stay online for a few minutes so uploads can finish.
For how recording works day to day, see Record a Job with Field Pro v2.
An unexpected or missing score
A score that looks wrong is usually correct for a setting someone forgot about. Check these in order.
1. Identify which recording profile applied
A recording profile sets which signals Field Pro evaluates and how the scorecard is built. Most companies use one default profile. If you optionally assign other profiles to teams or Job Types, two recordings by the same technician on the same day can use different profiles.
The recording page doesn't show the profile name. To check which profile scored a recording, go to Recordings and filter by Recording Profile. If your company assigns profiles to teams or job types, you can also work it out from the technician's team and the job type. Then open that profile on the Recording Profiles tab and compare it with what the person expected.
If a technician does both sales and service work, check whether the two job types map to different profiles. A service call scored against a sales scorecard is a mapping problem, not a scoring problem.
2. Check the signal type
Most signals are one of two types. A Yes/No signal scores 0 or 100 on whether the behavior happened. A Grade Scale signal scores 0 to 100 on how well it was done.
A Yes/No signal that scores 0 means the AI found the behavior didn't happen, not that it was graded harshly. Open the signal on the recording to read the rationale. For all signal types, see Signals in Field Pro v2: Types, Instructions, and Tuning.
A signal can be tracked without being scored. Tracked signals that aren't on the scorecard appear on the recording's Signals tab, not on the Scorecard tab.
3. Check the category weights
Signals are grouped into scorecard categories, and each category carries a weight. A technician can do well on most signals and still score lower overall if they did poorly in a heavily weighted category. Review the categories and weights on the recording profile before treating a score as wrong. Category weights always add up to 100%, and signals within a category count equally.
4. Check Treat Absence as "No Score"
Treat Absence as "No Score" is a checkbox on Yes/No and Grade Scale signals. It's off by default. When it's off, a signal that doesn't apply to the conversation scores 0. When it's on, the signal is left out of that recording's score instead.
If a technician scores 0 on a signal that didn't apply to the call:
Open the signal on the Signals tab and check whether Treat Absence as "No Score" is on.
Review the signal's instructions. The instructions tell the AI when the signal doesn't apply, for example: "If the customer raised no objections, don't score this signal." With the setting on but no guidance about when the signal applies, the AI may still score it.
System signals are read-only. If a system signal is scoring 0 when it doesn't apply, contact your Pro Product Specialist. Your specialist can also help you write signal instructions.
5. Check whether the recording was processed before a change
Changes to a signal's instructions or type apply only to recordings processed afterward. To update one recording, open it, select the menu (three dots), then Reprocess > Re-analyze. Re-analyze keeps the transcript and re-runs scoring. Full Reprocess starts again from the audio. The previous results can't be recovered.
When an entire recording has no score
Field Pro v2 withholds a score from recordings that didn't capture enough of the customer conversation, for example because the call was cut short or recording started late. These recordings show a reason and are left out of score averages. To score one anyway, open the recording's menu and select Score Anyway. You can filter the Recordings list by Scored or Not Scored.
See Recording Profiles and Scorecards in Field Pro V2 and Signals in Field Pro v2: Types, Instructions, and Tuning.
A user cannot see the recordings they expect
Check these in order.
1. Check that Field Pro is on for the person
If someone can't open Field Pro at all, rather than seeing a page with nothing in it, check that they have the View Field Pro permission (on the Users tab, the Enable Field Pro Advanced checkbox). See step 3 above, A technician isn't recording at all.
2. Check their team access
On the Users tab, open the person's Edit Teams. Assigned Team is the one team they belong to; a technician's recordings appear under it, and it's the team each page filters to first. Team Access is a separate list that decides whose recordings the person can see.
With no teams checked, a person sees only their own recordings.
Checking a team lets them see that team's recordings.
Checking Has Access on the All Teams row gives access to every team, including teams created later.
A manager who reports missing recordings usually doesn't have access to that team. The recordings exist.
If a person's filter shows an unexpected team first, check their Assigned Team. If you move a technician to another team, their past recordings move with them.
Make sure every technician has a team: on the Users tab, look for anyone with no team and assign one in Edit Teams.
See Field Pro v2 Settings, Permissions, and Teams.
A technician isn't getting a Mid-Call Check-In
Mid-Call Check-In must be on in two places: on the recording profile (Enable Mid-Call Check-In on the profile's Mid-Call Check-In tab) and on the technician (on the Users tab). Both are on by default.
A check-in also needs a recording running on the appointment, and it appears only once enough of the conversation is recorded (about 400 words by default, set per recording profile). Very short calls may not get one. See Mid-Call Check-In with Ask Atlas in Field Pro v2.
Day in Review or Manager Insights Emails aren't arriving
These are separate features.
Day in Review is the technician's end-of-day recap in ST Field, on the home screen and the Field Pro Dashboard. It isn't an email. The default Day End Time is on the General tab; you can change it or turn off notifications for one technician in their Edit General Settings. Turning off notifications doesn't stop Day in Review from being created. A day with no completed jobs has no Day in Review.
Manager Insights Emails are a daily email for managers. A manager gets one only if all of these are true: they're an office user with Field Pro on and an email address; in their Edit Teams, Daily Insights Email is checked for at least one team they have access to; and the send time is set on the General tab. Each manager gets one email a day, covering yesterday's activity for all their checked teams. It goes out after the Send Time, once that day's coaching insights are ready, so it usually arrives early in the morning. If none of their teams had any activity, no email is sent that day. What a manager can see and what their email covers are set separately, so a manager can see every team but be emailed about only their own.
Day in Review and Manager Insights Emails are turned on for your company by ServiceTitan. If you don't see their settings, or nothing arrives, contact your Pro Product Specialist.
When to contact support and what to include
Contact support when:
You've worked through the relevant section above and nothing changed.
A recording is missing from both the technician's device and the Recordings list.
Recordings are missing for a whole team or company at once.
A score or transcript is clearly wrong and you can point to the moment in the recording that shows it.
Before contacting support, check the setup steps above. Sign-in method, the View Field Pro permission, microphone access, recording controls, team access and the recording profile explain most reports.
Include in every request:
Always | For recording issues | For scoring issues | For access issues |
|---|---|---|---|
Your company name | Job or appointment number | Recording ID or job number | Affected user's name and role |
Affected user's name and role | Date and time | Which recording profile applied (from the Recording Profile filter) | Their assigned team |
What you expected to happen | Device model and OS version | Which signal is wrong, and why | Which teams they have access to |
What actually happened | ST Field version | The rationale shown on the signal | Whether they have the View Field Pro permission |
Which checks you already ran | Microphone permission state | Category weights on that scorecard | |
Whether the technician saw a consent prompt | |||
How the technician signed in (Sign In or Use Legacy Login) | |||
Whether they were signed in on more than one device | |||
Whether they paused, and whether they resumed |
To reach us, see Contact ServiceTitan technical support.