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Voice agent phone setup guide

  • Updated on Jul 11, 2026
  • Published on Jun 17, 2026
  • 8 minute(s) read
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Self-Service Guide

Voice Agent Phone Setup Guide

A self-service guide to connecting your phone system to your ServiceTitan Voice Agent

What this guide covers

This guide will help you connect your existing phone system to your ServiceTitan Voice Agent (VA) so it can start answering calls. You do not need to be a tech expert — if you can log into your phone system's admin portal, you can do this. We'll walk you through three things:

  1. Find your Voice Agent (VA)'s unique phone number (the VA Forwarding Number)
  2. Decide which calls should go to the Voice Agent
  3. Set up the forwarding in your phone system — and test it
Before you start — need help now?

If your Voice Agent is not answering calls and you need immediate help, contact your ServiceTitan onboarding team or call ServiceTitan Support before attempting changes to your phone system. This guide is for self-service troubleshooting when your team is not immediately available.

1

Step 1: Find Your VA Forwarding Number

This is the unique phone number that sends calls to your Voice Agent. You'll need it in every step that follows.

1

Log in to ServiceTitan. Go to app.servicetitan.com and sign in as an admin.

2

Open Settings. Click the gear icon (⚙) in the top-right corner.

3

Go to Voice Agent Settings. In the side panel, look for Contact Center → Voice Agent, or search "Voice Agent" in the settings search bar.

4

Copy the Forwarding Number. You'll see a phone number labeled "Forwarding Number" or "VA Phone Number". Copy it exactly — you'll paste it into your phone system.

This is NOT your main business number. Do not give this number to customers.

2

Step 2: Decide How Calls Should Reach Your Voice Agent

There are three common ways to route calls to the Voice Agent. Choose the one that matches what you want:

A

All calls go to the Voice Agent

Every inbound call is answered by the Voice Agent. Best for businesses that want the VA to handle all scheduling calls, or that don't have enough staff to answer every call.

B

Overflow — Voice Agent catches missed calls

Your staff answers calls first. If no one picks up within about 20–30 seconds, the Voice Agent takes over. Best for businesses that want to keep a human-first experience but need backup coverage.

C

After-hours only — Voice Agent answers when you're closed

During your business hours, calls go to your team as normal. Outside those hours, the Voice Agent automatically takes over. Best for businesses that want 24/7 coverage without staffing overnight.

Made your choice? Circle or note which option (A, B, or C) applies to you, then move to Step 3.

3

Step 3: Set Up the Forwarding in Your Phone System

Find your phone system below and follow the instructions for the option (A, B, or C) you chose in Step 2.

Can't find your phone system here?

Log in to your phone system's admin portal and search for one of these terms:

  • "Call Forwarding" or "Forward to External Number"
  • "Queue Overflow" or "No Answer Destination"
  • "After Hours" or "Business Hours" or "Time-Based Routing"

Enter your VA Forwarding Number as the destination for whichever setting you find.

RingCentral
You want…Go here in RingCentral Admin Portal
Option A — All calls to VAPhone System → Numbers → click your main number → Call Handling → Forward to External Number → enter VA Forwarding Number
Option B — Overflow to VAPhone System → Groups → Call Queues → [your queue] → Call Handling → No Answer: Forward to External → enter VA Forwarding Number. Set timeout to 25 seconds.
Option C — After hours to VAPhone System → Auto-Receptionist → After Hours → Forward to External Number → enter VA Forwarding Number. Verify business hours match your ServiceTitan VA settings.
Vonage Business
You want…Go here in Vonage Admin Dashboard
Option A — All calls to VAAdmin → Numbers → [your number] → Call Forwarding → Forward to External Number → enter VA Forwarding Number
Option B — Overflow to VAAdmin → Call Groups → [your group] → Members → Final Destination → External Number → enter VA Forwarding Number
Option C — After hours to VAAdmin → Virtual Receptionist → Business Hours → After Hours Action → Forward to External → enter VA Forwarding Number
8x8
You want…Go here in 8x8 Admin Console
Option A — All calls to VAAdmin → Phone Numbers → [your number] → Forward All Calls → External Number → enter VA Forwarding Number
Option B — Overflow to VAAdmin → Ring Groups → [your group] → No Answer Handling → Forward to External → enter VA Forwarding Number. Recommended ring time: 25 sec.
Option C — After hours to VAAdmin → Auto Attendant → [your attendant] → Off Hours → Forward to External Number → enter VA Forwarding Number
Dialpad
You want…Go here in Dialpad Admin
Option A — All calls to VAAdmin → Offices → [your office] → Main Line → Routing → Forward Calls → External Number → enter VA Forwarding Number
Option B — Overflow to VAAdmin → Call Centers → [your center] → Overflow Settings → External Number → enter VA Forwarding Number
Option C — After hours to VAAdmin → Offices → [your office] → Business Hours → After Hours → Route to External Number → enter VA Forwarding Number
Nextiva
You want…Go here in Nextiva Admin Portal
Option A — All calls to VAAdmin → Users → [your user/line] → Call Forwarding Always → External Number → enter VA Forwarding Number
Option B — Overflow to VAAdmin → Call Center → [your queue] → Advanced Routing → Overflow → External Number → enter VA Forwarding Number
Option C — After hours to VAAdmin → Auto Attendants → [your attendant] → Business Hours Profile → After Hours → Forward to External → enter VA Forwarding Number
Grasshopper
You want…Go here in Grasshopper Dashboard
Option A — All calls to VADashboard → Numbers → Extensions → [your extension] → Call Forwarding → Forward all calls → enter VA Forwarding Number
Option B — Overflow to VADashboard → Settings → Call Handling → Simultaneous Ring → If unanswered, forward to → External Number → enter VA Forwarding Number
Option C — After hours to VADashboard → Business Hours → After Hours → Forward to External → enter VA Forwarding Number
4

Step 4: Test That It's Working

Before announcing anything to customers, make a few test calls. Work through the checklist below.

Important — use a test call, not your live line

If possible, ask your ServiceTitan onboarding specialist to set up a separate test tracking number. Make your test calls to that number so real customer calls are not disrupted. If you only have one number, test during off-peak hours and be ready to switch routing back quickly if something isn't right.

Test Checklist

☐

Test 1: Call the number and let it ring — the Voice Agent should answer (not voicemail, not a busy signal).

☐

Test 2: If you chose Option B (overflow): let the phone ring for 30+ seconds without answering — the Voice Agent should pick up.

☐

Test 3: If you chose Option C (after hours): call during your closed hours — the Voice Agent should answer. Then call during open hours — your staff should ring first.

☐

Test 4: Ask the Voice Agent to book a job. Confirm the appointment shows up in ServiceTitan's Dispatch Board.

☐

Test 5: Ask to speak to a person. The Voice Agent should offer to transfer you — confirm the transfer completes.

Reference

Step 5: Troubleshooting — Something Isn't Working

What you're seeingWhat to try
Call goes to voicemail instead of Voice AgentDouble-check the forwarding number entered in your phone system — even one wrong digit will break it. Copy directly from ServiceTitan settings and re-enter. Also check that voicemail is not set to pick up before the forwarding rule triggers.
Voice Agent answers but can't book — says "I'm not able to help with that"The job type or Business Unit may not be enabled for your Voice Agent. Contact your ServiceTitan onboarding specialist to confirm which job types are configured.
Voice Agent answers during business hours when it shouldn't (Option C) Your phone system's business hours schedule and your ServiceTitan Voice Agent hours must match exactly — including timezone. Check both:
  • Phone system: wherever you set business hours / time-based routing
  • ServiceTitan: Settings → Voice Agent Settings → Business Hours
Caller asked for a person — transfer didn't work / call droppedThe escalation/transfer number in ServiceTitan is either missing or incorrect. Go to Contact Center → Voice Agent → Escalation and Fallbacks and confirm a valid phone number is saved there.
Jobs aren't showing up in ServiceTitan after a bookingCheck two things:
  • Dispatch board: confirm you're looking at the right Business Unit and date
  • Settings → Voice Agent: confirm the VA Employee record exists (Name: Voice Agent, Role: CSR)
Call goes to dead air (silence) or hangs up immediatelyThe VA Forwarding Number was likely entered with a typo, or the call is hitting a routing loop. Re-copy the number from ServiceTitan settings and re-enter it from scratch in your phone system. Contact your ServiceTitan team if it persists.

Still stuck? We're here to help. If you've worked through this guide and something still isn't right, please reach out to your ServiceTitan onboarding team or contact support. Don't leave it broken — your Voice Agent can't book jobs until the phone routing is working.
Support: support.servicetitan.com  |  Phone: (855) 899-0970

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