Overview
ServiceTitan's Voice Agent (VA) is an AI-powered virtual assistant that answers inbound customer calls, books jobs, and handles common caller inquiries. Administrators configure Voice Agent settings to define the agent's identity, conversation behavior, job booking permissions, and escalation rules. A well-configured Voice Agent helps your team capture more bookings, reduce missed calls, and deliver a consistent customer experience.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, click here.
The Enable Default Call Type Feature Configuration is not compatible with this feature. Please turn it off in Feature Configurations.
The Forwarding Number Settings and Phone Settings permissions are required to use this feature. Please contact the account administrator on your team.
Note: This setup applies only to Basic Phones and Phones Pro accounts.
Caution: Billing starts after you start using the voice agent. Any test calls you place with the voice agent will be included in your bill.
Things to know
Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area.
ServiceTitan provides you with a Voice Agent Forwarding Number for routing calls to a voice agent, either as a primary forwarding or emergency backup number. Customers should not dial this number directly as these calls won't appear in the Search > Calls section of your ServiceTitan account.
Set up Adaptive Capacity first before allowing the voice agent to book jobs. This ensures accurate availability and assigns the correct Business Unit and Job Type.
Access the Voice Agent settings
Go to the top toolbar and click Settings
.In the side panel, go to Phones or Phones Pro > Voice Agent Settings.
The Voice Agent screen opens. Each agent configured for your account appears as a tab at the top, for example, Angelica, Bob, Lindsey.
Select a VA tab to view and edit its settings. Each tab displays the following sections:
Persona: Define the agent's name, business name, and knowledge base files.
Transcript: Set your call flow, opening and closing messages, custom follow-up questions, objection handling, and dispatch fee messaging.
Skills and Capabilities: Control which scheduling actions the agent can perform.
Job Types and Dispatch Fees: Select which job types the agent can book and how dispatch fees are communicated.
Escalation and Rules: Configure live agent escalation and call routing paths.
Set up Persona settings
The Persona section defines the Voice Agent's identity: the name your customers hear, the business name the agent uses, and the reference files it draws on to answer questions.
In the Voice Agent settings, click Edit next to Persona.
In the Customer Facing Names section, enter the following:
Voice Agent Name: The name the voice agent should use to introduce itself to callers.
Customer-Facing Business Name: The business name you would like your voice agent to provide to customers.
Tip: You can then incorporate these names into your Opening or Closing Messages using bracketed shortcut terms.
Configure the Knowledge Base section:
Click Upload File and select the documents you want the voice agent to reference.
(Optional) Click Add Description to add a brief summary about the document.
When finished, click Save.
Set up Transcript settings
The Transcript section controls the conversation flow the voice agent uses, what it says at the start and end of each call, the follow-up questions it asks callers during booking, how it responds to common objections, and how it communicates dispatch fees.
Call Flow
In the Voice Agent settings, click Edit next to Transcript.
In the Transcript section, use the Call Flow setting to choose the conversation flow your voice agent uses when handling calls.
Lead-First Flow: Collects customer details before checking availability. This is the default selection.
Availability-First Flow (Early Access): Checks availability before collecting customer details.
Opening and Closing Messages
In the Voice Agent settings, click Edit next to Transcript.
In the Opening and Closing Messages section, update the following fields:
Opening: The message the Voice Agent uses to greet callers.
Closing: The message the Voice Agent uses to end the call.
Tip: Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name].
A live preview appears to the right of each field, showing how the message will sound with your account's details filled in.
Note: The default scripts are provided as examples only. You are responsible for complying with all applicable laws in the jurisdictions where you operate, including recording laws and requirements to disclose that calls are conducted by an AI-powered voice agent.
When finished, click Save.
Custom Follow Up Questions
In the Custom Follow Up Questions section, click + Add Issue to add a new entry.
For each entry, complete the following:
Issue Type: Enter the issue type or job type this question applies to.
Question 1: Enter the first follow-up question the agent will ask.
(Optional) Question 2: Enter a second follow-up question if needed.
Repeat for each additional issue type. Click + Add Issue to add more entries.
When finished, click Save.
Dispatch Fee Message
Under Dispatch Fee Message, configure what the VA should say for each scenario:
No specified dispatch fee: Mentions a fee may apply without stating an amount.
Free service: States that the job has no dispatch fee.
Specific amount: States the fee amount set up in Job Types and Fees.
When finished, click Save.
Set up Skills and Capabilities
In the Voice Agent settings, click Edit next to Skills and Capabilities.
Under Job Handling, select the actions you want to enable:
Book jobs directly: Allows the Voice Agent to create a new job booking during the call.
Confirm and reschedule appointments: Allows the Voice Agent to look up existing appointments and make changes on the caller's behalf.
Book jobs after hours: Allows the Voice Agent to book jobs outside of regular business hours.
Select Outside Business Hours to use the business hours configured in ServiceTitan Settings
> Operations > Business Hours.Select Custom Timeframe to specify the exact days and times the Voice Agent should treat as after-hours.
When finished, click Save.
Set up Job Types and Dispatch Fees
In the Voice Agent settings, click Edit next to Job Types and Dispatch Fees.
Enable Voice Agent Can Book for each job type you want it to book.
Tip: Select multiple job types and click Enable; to stop booking, turn off the toggle or select job types and click Disable.
In the Description column, click Add description, enter a short summary to help the voice agent match the customer's request.
In the Dispatch fee and After-Hours Dispatch Fee column, set a fee per job type.
Select one of these options:
No specified dispatch fee: Mentions a fee may apply without amount.
Free service: Does not mention anything regarding a dispatch fee.
Specific amount: Quotes the exact amount for that job type.
Set up Escalation and Rules
Escalation to Live Agent
In the Voice Agent settings, click Edit next to Escalation and Rules.
Under Escalation to Live Agent, select the Escalate to a live agent checkbox to enable live agent transfers.
In the Escalation Forwarding Number field, enter the phone number where calls will be transferred when escalation is triggered.
When finished, click Save.
Escalation Paths
Escalation Paths let you route escalated calls to different destinations based on keywords in the caller's request, for example, routing billing calls to a billing team and membership calls to a membership team.
Under Escalation Paths, click + Add Path to add a new routing destination.
Note: If a caller's request does not match any escalation path keywords, the call routes to the main phone line by default.
For each path, enter the following:
Label: A name for this escalation path.
Phone Number: The phone number calls matching this path will be routed to.
Keywords for Routing: Enter the words or phrases that should trigger this path.
Repeat for each department or destination you want to configure.
When finished, click Save.
Escalation Triggers
Escalation Triggers let you decide which situations automatically escalate a call. Triggers are organized into four categories: Sentiment, Appointment and Scheduling, Operational Constraints, and Verification and Identity.
Under Escalation Triggers, select the checkbox next to each situation you want to escalate, or deselect any you want the voice agent to handle on its own.
When finished, click Save.
Escalation Notifications
Escalation notifications send email summaries to selected recipients whenever a Voice Agent call ends without a booking. This helps your team quickly follow up and capture missed leads.
Under Email Notifications, select Enable email notification for Unbooked Jobs.
In the Email Recipients field, enter the email addresses to receive notifications, separated by commas or spaces.
Add multiple Voice Agents
You can create multiple voice agents for the same account. Each agent is fully independent and can be configured with different personas, transcripts, job types, and escalation rules, for example, to serve different business units or phone lines.
On the Voice Agent settings screen, click + Add Voice Agent.
In the Add Voice Agent dialog that appears:
Enter a Voice Agent Name.
(Optional) Select Copy settings from an existing agent to use a configured agent's settings as the starting point instead of default settings.
Click Add Voice Agent.
The new agent appears as a tab on the Voice Agent settings screen. Configure its settings using the steps in this article.