Call Screen - FAQLast updated on 06/29/2022

If you don't click the green call bubble, the call will still be recorded. ServiceTitan will automatically record every call answered within the office, even if the call is abandoned (green call bubble isn't clicked).

To maintain accurate records and reporting, the office manager will need to listen to all abandoned calls, and attach the correct CSR to the call. Clicking the green call bubble avoids this unnecessary step.

An abandoned call in ServiceTitan is a call where the CSR did not click the green call bubble in ServiceTitan. For more information, see Abandoned Call. Note: Only Phones Pro users have access to ServiceTitan Dashboard.

Phones Pro users can have a Standard Seat or an Advanced Seat. For more information, see Understand standard vs. advanced seats.

Standard Seat users should click the green call bubble to claim the call. If a standard seat user answers a call but does not click the green call bubble in ServiceTitan, this call appears as an abandoned call in the ServiceTitan Dashboard.

If an inbound call is not answered, this call also appears as an abandoned call in the ServiceTitan Dashboard. To verify if a call is not answered, a Dialpad administrator can follow the steps below to look up the call in Dialpad using the caller’s number:

1. Impersonate an admin in Dialpad.

2. Click Call History.

3. Click Users or Groups and input the caller’s phone number.

4. Search for the call.

5. Hover your mouse over the black phone icon between the user/group and the participant to view the status of the call.

If the status of the call in Dialpad is Abandoned, Missed, Missed & Voicemail, or Voicemail, the call is expected to appear as an Abandoned call in the ServiceTitan Dashboard.