--- title: "Utilizing Speed to Lead as a CSR in ServiceTitan Max" slug: "utilizing-speed-to-lead-as-a-csr-in-servicetitan-max" updated: 2026-07-11T15:42:10Z published: 2026-07-11T15:42:10Z canonical: "help.servicetitan.com/utilizing-speed-to-lead-as-a-csr-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. # Utilizing Speed to Lead as a CSR in ServiceTitan Max ## Overview Speed to Lead is the first goal available in **Outbound Virtual Agents** — the AI lead-follow-up capability inside the **Growth** section of ServiceTitan. When a new lead enters ServiceTitan from a supported lead source, the AI agent sends a personalized SMS, offers real-time appointment times from Adaptive Capacity, and books the job without CSR involvement. This article is for CSRs working in ServiceTitan Max. It explains how Speed to Lead fits into your day, how to recognize when a conversation needs you, and how to take over and continue the conversation when the AI agent hands it off. Because you work in ServiceTitan Max, the Voice Agent that powers Speed to Lead is configured in **Contact Center Pro**. --- ### #### Who uses this feature - CSRs - Primarily benefits Residential Service and Replacement - Tailored for PHEG trades (Plumbing, HVAC, Electrical, Garage Door) #### Feature configuration - Outbound Virtual Agents and Speed to Lead are included in ServiceTitan Max. To get started, your administrator should reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). - The following permissions are required to use this feature. Contact the account administrator on your team: - *View Customer Chats* — Required to access the *Interactions* page and view conversation transcripts - *Send Message* — Required to use **Takeover** on an in-progress interaction ## Things to know - **The AI handles the first outreach, not you.** When a new lead enters ServiceTitan from a supported source, the AI agent sends the first SMS within seconds, offers real availability, and tries to book the job. Your role starts when the AI hands the conversation off to you. - **The Voice Agent your Outbound Virtual Agents campaigns use is configured in Contact Center.** As a ServiceTitan Max customer, Voice Agent settings live in Contact Center Pro's side panel under *Voice Agent*. The SMS Agent and Voice Agent share the same virtual agent configuration, so whatever your admins set up in Contact Center (persona, transcript, skills, escalation rules) shapes both channels. - **Speed to Lead lives in the Growth section of ServiceTitan**, not in Contact Center. The two products work together but each has its own home: Outbound Virtual Agents campaigns and the Interactions log are under **Growth**; the Voice Agent that runs them is configured in **Contact Center Pro**. - **You take over conversations from the *Interactions* page.** Once you click **Takeover** on a conversation, the AI agent stops sending automated messages for that lead and you continue the conversation manually. - **Bookings the AI makes land like any other job.** Jobs the AI books are tagged for reporting and flow into your Dispatch Board, schedule, and Customer Records the same way a CSR-booked job would. - **Escalated and High Activity conversations are your priority triage.** Both have counters at the top of the *Interactions* page so you can spot conversations that need attention quickly. ## Best practices - **Treat the *Interactions* page as a daily triage tool.** Open it at the start of your shift and check the **Escalated** and **High Activity** counters. These are the conversations most likely to need a human. - **Read the Overview Summary before taking over.** Every interaction has an AI-generated **Overview Summary** in the detail drawer. Read it before you click **Takeover** so you start the conversation knowing what the lead has already said. - **Don't reset the conversation.** When you take over, continue from where the AI left off. The customer doesn't need to know the handoff happened unless you decide to tell them — what matters is that you don't make them repeat information they've already shared. - **Use the lead record, not the *Interactions* drawer, to reply.** The drawer is read-only. Click **View Lead** at the bottom of the drawer to open the full record where you can reply, log notes, and assign tasks. - **If the AI hits an escalation because there's no Adaptive Capacity availability**, your immediate workaround is to call the customer directly. The longer fix is to flag the gap to your dispatcher or admin so capacity gets restored — Speed to Lead only books into availability your business actually has. - **Flag patterns to your admin.** If you notice the AI consistently mis-handling a type of objection, missing a piece of qualification, or escalating the same scenarios over and over, surface it to whoever configures the Voice Agent in Contact Center. The patterns you see in handoffs are the best data for tuning the agent. - **Don't restart automated outreach for a lead you've taken over.** Once you take over, the AI stops messaging that lead for a reason — you're now the human in the conversation. Continue manually rather than re-enrolling them in a campaign. ## Use cases - A homeowner submits a request through Angi at 7:45 PM. The AI texts within seconds, offers a slot from Adaptive Capacity, and books the job without anyone in the office picking up the phone. The next morning, the CSR sees the booked job appear in the schedule with the Angi attribution intact and the SMS thread logged in *Interactions*. - A lead replies to the AI's SMS, but the conversation escalates because the lead is asking about a service area the business doesn't currently cover. The interaction is marked **Escalated (Skill/Handling)**. A CSR opens the interaction, reads the Overview Summary, and decides whether to dismiss the lead or call the customer to recommend a partner. - A homeowner has been responding to the AI's messages but hasn't committed to a time slot. The interaction status is **Active: Cool** and the lead shows up under **High Activity**. A CSR opens the conversation, clicks **Takeover**, and calls the customer to close the booking personally. ## Recognize conversations that need you The *Interactions* page surfaces the conversations most likely to need a human. As a CSR, your daily triage should focus on: - **Escalated interactions** — The AI flagged the conversation for human attention. Common reasons include negative customer sentiment, no Adaptive Capacity availability, a request outside the agent's skills, or the lead explicitly asking for a person. Each escalation reason appears in the interaction's status (for example, *Escalated (Negative Sentiment)* or *Escalated (Availability)*). - **High Activity interactions** — A lead is actively engaged but the conversation hasn't closed. These are often warm leads that benefit from a human touch to push them across the line. - **Active: Cool** or **Active: Cold** statuses — The lead responded but engagement is slowing. A timely personal outreach can re-engage them before they go silent. - **Abandoned interactions** — The lead never responded and the full campaign sequence completed. These usually don't need a CSR touch, but reviewing patterns of abandonment (specific times of day, specific lead sources) is useful information to bring to your admin. ## Take over a Speed to Lead conversation When the AI agent has done its part and a conversation needs you, use **Takeover** to continue manually. 1. Go to the navigation bar and click **Growth**. 2. Select **Interactions**. 3. Locate the interaction you want to take over. Use the **Escalated Only** toggle or the **Goal**, **Channel**, **Type**, and **Status** filters to narrow the list. 4. Click the interaction row to open the detail drawer. 5. Read the **Overview Summary** — an AI-generated description of what happened in the conversation — and review the full conversation thread. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max-image-5o7srwr7.png) 6. Click **View Lead** at the bottom of the drawer to open the full lead record. 7. On the lead record, click **Takeover**. > [!NOTE] > **Note:** The *Send Message* permission is required to see the **Takeover** button. Without it, the button is hidden, but conversation content is still visible if you have the *View Customer Chats* permission. 8. Use the chat area on the lead record to continue the conversation with the customer directly. The AI agent stops sending automated messages for this lead. ## How Speed to Lead works with your other products in ServiceTitan Max Speed to Lead works because Outbound Virtual Agents, Contact Center, Adaptive Capacity, Marketing, Scheduling, and ServiceTitan are all connected. You don't manage that integration as a CSR — but understanding it helps with edge cases: - **Outbound Virtual Agents** (in the Growth section) identifies the inbound lead, runs the AI conversation, and decides when to hand the lead off to you via *Interactions*. - **Contact Center** is where the Voice Agent that runs Speed to Lead is configured. Persona, transcript, skills, job types, dispatch fees, and escalation rules all live in **Settings > Voice Agent** in Contact Center. The SMS Agent uses the same configuration. - **Adaptive Capacity** provides the Real-time availability the AI quotes to leads. If the AI can't find capacity, the interaction is escalated for human attention. - **Marketing** supplies the attribution and audience data the AI uses for targeting. Lead source and campaign data attach to the CRM record so you have context when you take over. - **Scheduling** booking links can be embedded in the AI's messages, giving leads a self-book option. - **ServiceTitan Core** is where jobs the AI books land as scheduled work, and where lead, customer, and opportunity records live. You don't think of these as separate products to log into. From your seat as a CSR, the work flows through *Interactions* and the lead record — the rest happens in the background. ## Want to learn more? - See [Outbound virtual agents overview in ServiceTitan Max: Configuration and management](/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max) - See [Configure Adaptive Capacity in ServiceTitan Max](/v1/docs/configure-adaptive-capacity-in-servicetitan-max) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) 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) 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 The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [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) Used to retrieve up-to-date quantity levels at that specific time from the supplier. Only triggered when the purchase order is created. [Learn more →](https://help.servicetitan.com/docs/procure-to-pay-p2p-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)