Setup Guide
After-Hours Technician Booking
Voice Agent (VA) is ServiceTitan's automated phone booking system. This guide walks through how to configure VA for after-hours technician booking, including requirements, window options, back-end logic, and common troubleshooting gotchas.
This guide covers the end-to-end setup for enabling VA (Voice Agent) to book jobs outside of standard business hours, including shift configuration, arrival windows, and timeframe definitions.
Prerequisites
Requirements for After-Hours Booking
All four must be in place before after-hours booking will work:
| # | Requirement | Where to Configure |
|---|---|---|
| 1 | After-Hours Booking enabled | VA Settings → Skills & Capabilities → Book Jobs After Hours |
| 2 | Technician has a shift in that time window | Schedule tab — shift must fall outside business hours (e.g., 5–8 PM on-call) |
| 3 | After-hours timeframe defined | Either "Outside of Business Hours" or a Custom Timeframe set in VA Settings |
| 4 | Arrival windows defined for After Hours | In Settings, under Arrival Windows, there should be multiple Arrival Windows set for After Hours. As of June 2026, the VA can currently book within the Arrival Window someone calls in, it will just need to be checked to do so. |
Configuration
Two Ways to Define the After-Hours Window
Option 1 — Custom Timeframe (Recommended Approach)
Path: VA Settings → Skills & Capabilities → Book Jobs After Hours → "Custom Timeframe"
You define the specific window(s) when after-hours booking is allowed. You can add multiple windows (e.g., weekday evenings + all-day weekends).
Example: Set 5 PM–10 PM only if you don't want VA booking at 2 AM even though a technician theoretically has capacity. You may also want to add multiple arrival windows between 5–10 PM, as VA cannot currently book within the same arrival window. Ensure that on days you have technicians available from 5–10 PM, that you have shifts for them on the schedule.
Option 2 — Use Business Hours
Path: VA Settings → Skills & Capabilities → Book Jobs After Hours → "Outside of Business Hours"
VA treats anything outside your ServiceTitan business hours as after-hours. If your business hours are 8 AM–6 PM, anything after 6 PM is automatically eligible. It will rely on your technician shifts and arrival windows accordingly.
How it works
How VA Books After Hours — Back-End Logic
Once a call arrives during the defined after-hours window, the following happens in sequence:
VA checks Adaptive Capacity for raw capacity within the technician's after-hours shift.
The job is auto-assigned directly to the dispatch board (no DispatchPro required for this step).
The technician receives an email notification that a job was booked, provided notifications are configured in your Escalations and Rules tab.
Note:DispatchPro note: For customers who already have DP enabled, DP handles the assignment logic. The VA after-hours auto-assign feature is primarily for customers without DP. Both scenarios work — behavior differs slightly downstream.
Troubleshooting
Common Gotchas
| Issue | What to Check |
|---|---|
| No after-hours availability showing | Confirm the technician's shift falls outside business hours as defined — and that Adaptive Capacity has been synced. For more, see Adaptive Capacity: Advanced Setup |
| VA booking during hours you don't want | Switch from "Outside Business Hours" to a Custom Timeframe to constrain the window; confirm you have arrival windows set accordingly. |
| On-call vs. regular shift | VA reads any shift with capacity in the after-hours window — not limited to on-call shift types only |
Need help? Contact your Product or Sales Retention Specialist for more details.