Setup Guide
Task Type Description Guide
Why task management is the key to getting the most out of your Voice Agent follow-ups — and how to write task type descriptions and assignments that keep your team working efficiently.
When your Voice Agent creates a task from a call, it has to decide which task type to file it under. A short, clear description for each task type gives the agent the context it needs to pick correctly — the same way job type descriptions improve booking accuracy.
Task type names alone — "Follow-Up," "Complaint," "Other" — usually aren't specific enough for the agent to match reliably, the same way vague job type names cause mis-booked jobs. Descriptions reduce mis-routed tasks and tasks dumped into "Other."
The Bigger Picture: Escalation vs. Task
Task type descriptions are the automation layer for every follow-up that doesn't need a human on the live call. Your team has more and more control over when a call actually needs a person. Task management helps you escalate only what genuinely needs escalating — and make sure everything else is captured, categorized, and routed to the right person automatically.
| Escalation | Task |
|---|---|
| Pulls a live agent onto the call, right now | Captures the request and routes it for follow-up |
| Costs you agent time on every occurrence | Runs on its own once the description is written |
| Best for the most urgent cases | Best for everything else |
Best practice: Reserve escalation for your most urgent cases, and route everything else to a well-described task type. Every well-written description is one more category of follow-up work running on autopilot.
Where to Set It Up
Go to ServiceTitan > AI Concierge > Agent Studio > Skills & Capabilities > Task Types.
What each row controls
Enable or disable the type — Controls whether the Voice Agent can file tasks under it.
Description (optional) — The context the agent uses to choose between similar task types. This is the field this guide is about.
Assignee — Who tasks of that type go to. If you don't select an employee, the task defaults to the Voice Agent as the assignee.
Where the list comes from
Task types are pulled live from your account's Settings > Operations > Task Management setup — this page doesn't keep its own separate list. If a type is missing, add or activate it there first. Deactivate types there to clean up ones you no longer use.
Nothing happens until you turn it on
All task types are disabled by default until you turn on Create Tasks and configure them. No tasks are created automatically before that.
How to Write a Good Description
Use the same approach as job type descriptions. For each task type, cover three things.
What it is — The specific situation this task type covers, in plain language.
What triggers it — Phrases or intents a caller would actually use.
What it isn't — The nearest look-alike type or types, and which one to use instead.
Describe your disabled and rarely used types too. An ambiguous, undescribed type is more likely to catch a transcript it shouldn't, because the agent is choosing the closest match rather than confirming with you first. A clear description tells it what not to select and where to send the request instead.
Example Descriptions
Use these as a starting point — edit them to match your own task types and how your customers actually talk.
| Task type | Description — paste into VA settings | Example trigger language |
|---|---|---|
| Customer Complaint | Use when the caller is dissatisfied with a technician, service visit, pricing, or communication and wants it addressed by a manager — not a request to fix equipment. Do not use for a simple repair callback (that's a service job, not a task) or a billing-only dispute (use Billing Dispute). | unhappy, disappointed, want to speak to a manager, poor service, rude technician, file a complaint |
| Callback / Follow-Up | Use when the caller asks a specific person to call them back, or when a promised update hasn't arrived (for example, "has anyone found my estimate?"). Not for booking a new job or reporting a new problem — route those normally. | call me back, follow up on, haven't heard back, checking on my, still waiting on |
| Warranty / Parts Order | Use when a part needs to be ordered, is on backorder, or needs to be returned to a manufacturer under warranty. Not for a customer-facing warranty repair visit — that should be booked as a job, not a task. | part on order, backordered part, warranty part, part came in, return the part |
| Refund Request | Use when the caller is asking for money back on a completed invoice or deposit — not a price question about upcoming work. Include the invoice or job number in the task description whenever the caller provides one. | refund, money back, overcharged, want a credit, reimburse me |
| Billing Dispute | Use when the caller disputes a charge, questions an invoice line item, or reports a payment or autopay issue. Not for a refund the caller has already been promised (use Refund Request) or a new estimate request. | wrong charge, invoice is wrong, double charged, dispute this bill, payment didn't go through |
| Cancellation Request | Use when the caller wants to cancel a scheduled appointment, membership, or subscription and a live agent needs to confirm and process it. Not for a simple reschedule. | cancel my appointment, cancel my membership, don't need service anymore, stop my plan |
| Schedule Change | Use when the caller wants to change an existing appointment for a job type you haven't enabled. | change appointment, reschedule |
| General Inquiry / Other | Catch-all for anything that needs a human follow-up but doesn't clearly fit another task type. Keep this one enabled, but review these tasks regularly — a high volume here usually means a new task type should be added. | not sure who to talk to, general question, something else, other |
Quick Tips
Name the nearest look-alike — Call out the closest similar task type by name so the agent knows where to send a close-but-wrong match instead of guessing.
Watch your catch-all — Keep an eye on "Other" and General Inquiry tasks. A spike there usually means a new, more specific task type is needed.
Revisit after any change — Update your descriptions whenever you add, rename, or retire a task type in Task Management, since this page pulls from that list live.
Need help setting up your Voice Agent task types? Contact your Voice Agent Account Specialist or your CSM for more details.
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