Centralized Contact CenterLast updated on 03/21/2023

• Call recording works with Centralized Call Center the same way it does for individual tenants in ServiceTitan. 

  • Exception: when you answer a national or regional call, the call recording is not saved until you select the tenant. Once selected the entire call records. If the call ends before a tenant is selected, it’s not saved. 

To set up a centralized contact center for managers:

1. In Enterprise Hub, click User Management.

2. In the All Users section, click a user you want to give contact center permission.

3. In the Default Permissions tab under Network Level Permissions, enable the View  permissions for Centralized Contact Center.

Centralized Contact Center managers can control tenants that appear to contact center agents. For more information on how to do this, see Manage users in Enterprise Hub.

To be able to use the Phone Call section of the Centralized Contact Center, you need to integrate your company with a certified third-party contact center service.

To set up the Centralized Contact Center for national and regional number use:

1. In Enterprise Hub, click User Management.

2. In the Users section, click a user you want to give contact center national numbers permission.

3. In the Default Permissions tab under Network Level Permissions, enable the View  permissions for Centralized Contact Center Settings.

Once permission has been enabled, you’ll need to edit your Centralized Contact Center settings.

1. On the Enterprise Hub home screen, click Centralized Contact Center Settings.

   Tip: To get to the settings page, you can also click the icon in the top menu, then click Centralized Contact Center Settings.

   The Centralized Contact Center Settings screen opens. 

2. Select how your CSRs will search for the appropriate tenant when they receive a call:

   1. ZIP code and trade: CSRs must use both ZIP Code and trade to locate the tenant

   2. ZIP code only: CSRs only need to use ZIP Code to locate the tenant

   3. None: Neither setting applies and you won’t have access to Centralized Contact Center for National Numbers

3. Review the ZIP Codes and trades for the search parameters for your tenants in the Tenant Details list. If you need to make updates to any tenant in the list, click the icon to open the tenant’s settings in a new tab. If you have made changes to any tenant that aren’t reflected in the list, click Sync Tenant Updates. 

4. When you’re done, click Save. 

Your CSRs can perform the following actions in Centralized Contact Center:

• Answer incoming calls

• Answer chats

• Respond to web bookings

Note: Chat and web bookings are available to everyone by default.

Phone calls

When Centralized Contact Center agents receive and answer a call, a new tab automatically opens with the correct tenant. They can then navigate to the Bookings page in ServiceTitan.

Note: Centralized Contact Center Agents can only view one active call at a time. They can also view the customer’s phone number and name on the screen. If they don’t have the customer's contact information, they’ll view only the customer’s phone number.

If Centralized Contact Center Agents accidentally close the Chrome tab and access the Centralized Contact Center module, they will see the Go to Tenant button.

When they click the Go to Tenant button, they’re redirected to the tenant’s Booking page where they can manage calls, bookings, and chats.

When a CSR answers a call and the tenant is unknown, you are prompted to enter details to locate the tenant.

To find the tenant:

1. Enter the customer’s ZIP Code and trade they are calling about, then click Search. Note: If you selected ZIP Code only in Centralized Contact Center Settings, you’ll only need to enter the ZIP Code.

   The tenants that fit your entered details appear. 

2. Click Enter Tenant to open the appropriate tenant in a new tab.

When the tenant page opens, the call bubble is automatically selected and the customer’s information is automatically populated.

If no tenants are found, click Clear Search and enter new details.

If you’re still on the call and accidentally close the tenant tab, you can click Go to Tenant on the Centralized Contact Center screen to open the tenant again in a new tab.

If you accidentally close the tab before entering the tenant or enter the wrong tenant by mistake, you can click Find Different Tenant to locate the correct tenant.

Note: If you accidentally close the tab, the button says Find Tenant.

The Find Tenant screen opens, where you can enter the customer’s ZIP Code and trade and click Search to locate the tenant.

When you enter the tenant, the call bubble isn’t automatically selected and the customer’s information isn’t automatically populated.

Chats 

CSRs can view chats for all the tenants you’re responsible for.

In the Chat section, you can view the number of unread chats for each tenant.

Note: The tenants are listed based on the highest number of unanswered messages.

Clicking on a tenant’s name in the Chat section opens the Chat screen for that specific tenant.

Clicking on a chat opens the chat information where you can respond to the chat.

Clicking on the icon allows you to:

• Mark as unread

• Close thread

• Block SPAM

Web bookings

In the Web Bookings section, CSRs can view the number of unbooked web bookings for each tenant.

Note: Centralized Contact Center Agents can’t view the web bookings or chat information in Enterprise Hub. They need to click on the appropriate tenant to view and edit them.

When you click the tenant’s name in the Web Bookings sections of Enterprise Hub, you are redirected to the Bookings page for that specific tenant. On the Bookings page, they can answer calls and make bookings.

• See TitanExchange in Enterprise Hub

• See Manage tenants in Enterprise Hub

• See Manage users in Enterprise Hub

• See Rollup Reporting