--- title: "View and manage Voice Agent Follow Ups" slug: "view-and-manage-voice-agent-follow-ups" updated: 2026-03-27T19:09:56Z published: 2026-03-27T19:09:56Z --- > ## 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. # View and manage Voice Agent Follow Ups ## Overview After the call with the Voice Agent ends, you can check their conversation details in the *Voice Agent Follow Ups* tab. You can then call the customer back after reviewing the call summary. [Contact Center Pro Voice Agents - ST 74 Video](https://fast.wistia.net/embed/iframe/ksudrblqnp?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. ## Things to know - All Voice Agent calls that do not escalate or create an appointment will create a Voice Agent follow-up task that CSRs can review. - All recordings in this tab will capture the entire call, including any transfers. Even if the call is forwarded to another number, you'll be able to hear the full conversation. - Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome. ## Voice Agent Follow Ups overview *Voice Agent Follow Ups* tab lets you view and manage customer interactions with the AI assistant. It offers advanced filtering options, making it easy and efficient to locate specific customer conversations. ## Access Voice Agent Follow Ups screen 1. Go to Contact Center Pro. 2. In the side panel, select **Urgent Follow Ups > Voice Agents**. ![In the side panel, select Urgent Follow Ups > Voice Agents](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-rgs2njsu.png) The *Voice Agent Follow Ups* screen opens which is organized into three distinct sections: - **Open**: Contains all new leads that haven't been marked as *Resolved* or *Dismissed*. - **Cold**: Contains leads that remain unreviewed for an extended period. This keeps the *Open* tab focused on recent, active leads. Cold leads can be revisited, followed up on, or dismissed as needed. - **Done**: Stores all past communications marked as *Resolved* or *Dismissed*. ## Filter Voice Agent Follow Ups You can refine conversation details using the following filters: - **Status**: Indicates the current stage of the conversation, including *New*, *Contact Attempted*, *Follow-up Needed*, or *Resolved*. The status can be edited as needed. - **Summary**: Provides a brief overview of the call, including key details and the reason for a callback. - **Age**: 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. - **Campaign**: Shows the marketing campaign number the customer used to place the call. - **Type**: Displays the call classification: *Abandoned*, *Unbooked*, *Excused*, *Booked*, *Not Lead.* - **Reason**: Inherited from the call history if available. If not, then remains empty. - **Voice Agent**: Lists the name of the voice agent who handled the call. ![Filter Voice Agent Follow Ups](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-3ce5tdfy.png) > [!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 Voice Agent Followup Details After you've applied your filters, hover over the desired call and click **View** to access detailed information. ![Hover over the desired call and click View to access detailed information](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-blsmo713.png) In the *Voice Agent Follow up Details* flyout that opens, you can find the following information: *Overview* - **Summary:** The summary of the call generated by Titan Intelligence. - **Status**: The current stage of the conversation. To change the status, click **Edit**, then select one of these options, and confirm your action: - New - Contact Attempted - Follow-up Needed - Resolved ![Select the status and confirm your action](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-bds0vyi4.png) - **Age:** The time passed since the call ended. - **Call ID:** The call reference ID. - **Agent:** The name of the Voice Agent who answered the call. - **Campaign**: The marketing campaign number the customer used to place the call. - **Assigned to**: The agent designated for future communication. - **Type & Reason**: - **Type:** The task type that indicates the outcome of each conversation. Possible options include: - Booked - Unbooked - Excused - Not a Lead - **Reason:** The reason detailing why there wasn't a job booked or specifying the nature of the conversation. ![Voice Agent Followup Details screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-wycnwudt.png) *Customer* - **Phone Number:** The phone number used to place the call. - **Account:** The name of the company (tenant) the customer reached out to. Click to open your EH network in a new tab. - **Customer:** The customer profile attached to the call. Click to open the customer record in a new tab. - **Location:** The locations associated with the call. Click to open the location record in a new tab. - **Zone**: The designated geographic area related to the call. > [!NOTE] > **Note:** If multiple matches are found, the system will notify you of a possible incorrect customer match. To update, click **Change customer** and select from the suggested options. ![Customer section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-thyb8aan.png) > [!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. *Recording and Transcript* - **Recording**: An audio file of the conversation. - **Transcript**: Summary or full text of the conversation, including timestamps. ![Recording and Transcript section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-9czejvl6.png) > [!TIP] > **Tip:** Click **Expand** to view the full conversation or **Download Transcript** to save it to your computer. ## Dismiss VA conversations You can easily dismiss the conversation if you believe it can't be converted into a job. 1. Go to Contact Center Pro. 2. In the side panel, select **Urgent Follow Ups > Voice Agents**. 3. Locate the conversation you want to dismiss and click **View > Dismiss**. ![Locate the conversation you want to dismiss and click View > Dismiss](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voice-agent-follow-ups-image-uwuqdvk0.png) ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Integrate Voice Agent into your call routing](/v1/docs/integrate-voice-agents-into-your-routing-workflows)