--- title: "Utilizing Speed to Lead as a CSR in ServiceTitan Max" slug: "utilizing-speed-to-lead-as-a-csr-in-servicetitan-max" tags: ["Area - ServiceTitan Max"] updated: 2026-10-15T01:42:17Z published: 2026-10-15T01:42:17Z 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 **Virtual Agents** 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](https://help.servicetitan.com/docs/adaptive-capacity-advanced-setup), 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.

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 Pro Product Specialist (PPS).

  • 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. - **Speed to Lead lives in the Virtual Agents section of ServiceTitan.** Outbound Virtual Agents campaigns and the *Interactions* log are under **Virtual Agents** — you'll spend your Speed to Lead workday here regardless of what telecom system your business uses. - **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. - Voice Agent **settings are managed by your administrator.** The AI agent that powers Speed to Lead has a configurable persona, transcript, and set of skills that your administrator manages. Where they manage it depends on your business's telecom system — see [How Speed to Lead works with your other products](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#how-speed-to-lead-works-with-your-other-products-in-servicetitan-max) below. As a CSR, you don't configure it, but you can flag patterns you see in handoffs to your admin. ## 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 your admin. 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 a third-party lead aggregator 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 lead source 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 (Warm)** 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. Focus on the **Escalated** and **High Activity** counters at the top of the page — those are your triage priorities. The **Conversations**, **Response Rate**, and **Conversion Rate** counters are performance metrics your admin monitors rather than CSR triage tools. As a CSR, your daily triage should focus on: - **Escalated interactions** — The AI flagged the conversation for human attention. Each escalation reason appears in the interaction's status: - **Escalated (Availability)** — No Adaptive Capacity availability was found to offer the lead. - **Escalated (Skill/Handling)** — The request is outside the agent's configured skills. - **Escalated (Human Request)** — The lead explicitly asked to speak with a person. - **Escalated (Negative Sentiment)** — The agent detected negative sentiment in the conversation. - **Escalated (Agent Issue)** — The agent encountered a problem it could not resolve. - **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 (Hot)** and **Active (Warm)** statuses — The lead is actively engaged and responding. A timely personal outreach can close the booking while they're still in the conversation. - **Active (Cool)** and **Active (Cold)** statuses — The lead responded but engagement is slowing. Personal outreach can re-engage them, though the odds of conversion are lower than for **Active (Hot)** or **Active (Warm)** leads. - **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. For full status definitions, see [Use Interactions in Outbound Virtual Agents](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#). ## 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 **Virtual Agents**. 2. Under **Operations**, select **Interactions**. 3. Locate the interaction you want to take over. Use the **Escalated Only** toggle or the **Status**, **Outbound**, **Inbound**, **Last Channel**, and **Last Activity** 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/image-1791971649435.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A09%3A00Z&se=2026-11-07T17%3A09%3A00Z&sr=c&sp=r&sig=6mWHaGmqzxqfM0wXkZeOP7QM47uV6iqW%2Ft0HCbGMlZI%3D) 1. Click **View Lead** at the bottom of the drawer to open the full lead record. 2. 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. 1. 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. For more on the *Interactions* page, see [Use Interactions in Outbound Virtual Agents](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#). ## How Speed to Lead works with your other products in ServiceTitan Max Speed to Lead works because Outbound Virtual Agents, your telecom system, 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 Virtual Agents section) identifies the inbound lead, runs the AI conversation, and decides when to hand the lead off to you via *Interactions*. - **Your telecom system** is where the Voice Agent that runs Speed to Lead is configured — persona, transcript, skills, Job Types, dispatch fees, and escalation rules. Which telecom system your business uses determines where your admin manages those settings: - If your business uses Contact Center Pro, Voice Agent settings live in **Settings > Voice Agent** inside Contact Center Pro. For more, see [Configure your Voice Agent settings](https://help.servicetitan.com/docs/configure-your-voice-agent-settings) on the ServiceTitan Knowledge Base. - If your business uses **ServiceTitan Basic Phones or** Phones Pro, Voice Agent settings live under **Settings > Phones or Phones Pro > Voice Agent Settings**. For more, see [AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro](https://help.servicetitan.com/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro) on the ServiceTitan Knowledge Base. Either way, the SMS Agent and Voice Agent use the same configuration — whatever your admin sets up applies across both channels. **Coming soon:** Voice Agent configuration will also be available from **Virtual Agents > Agent Settings**, alongside the existing Settings-based locations above. - **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 Agents overview](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#) - See [Use Interactions in Outbound Virtual Agents](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#) - See [Set up and launch outbound agent campaigns in Outbound Virtual Agents](https://docs.google.com/document/d/14mRT-_vyFF4yq-yMy-cmNLnyEXBgFG0GJu0zZquUug0/edit#) *(for administrators)* - See [Configure your Voice Agent settings](https://help.servicetitan.com/docs/configure-your-voice-agent-settings) *(for Contact Center Pro users)* - See [AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro](https://help.servicetitan.com/docs/ai-voice-agent-onboarding-part-1-set-up-for-basic-phones-and-phones-pro) *(for Basic Phones and Phones Pro users)* - See [Adaptive Capacity advanced setup](https://help.servicetitan.com/docs/adaptive-capacity-advanced-setup) 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 A scheduled time block assigned to a technician to perform work on a Job. **What it does:** Represents the actual calendar event when a tech visits a customer; a single Job can have multiple Appointments. **Also called:** Service visit, Tech visit **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The core work record in ServiceTitan representing a service request, containing appointments, invoices, estimates, and notes. **What it does:** Acts as the operational and financial center of gravity for all work performed — everything is tied to a Job. **Also called:** Work order, Service ticket **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The office staff role in ServiceTitan responsible for answering calls, booking jobs, and managing customer communication. **What it does:** The primary user role for inbound call handling and job booking; CSR performance metrics (CBR, ACW) drive revenue tracking. **Also called:** Dispatcher, Office staff, Booking agent **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Customer Service Representative 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) 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 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) A call in ServiceTitan is a phone call that is usually received by the system or occasionally added manually. The call can lead to a job being booked. For more, see Understanding call classifications. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Configurable categories that classify jobs (e.g., HVAC Install, Drain Cleaning, Roof Replacement) for reporting and routing. **What it does:** Enables targeted pricing, technician skill matching, reporting segmentation, and correct workflow routing by type of work. **Also called:** Service types, Work categories **Tags:** Core [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 ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [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)