Set up Second Chance Leads for Basic Phones

Overview

Customize your Second Chance Leads experience with settings and enable Second Chance Leads permissions for your employees.

Things to know

• Second Chance Leads is available to those on Basic Phones and Phones Pro. Setup steps vary slightly depending on which version you're using. For more, see Set up Second Chance Leads for Phones Pro and Set up Second Chance Leads for Basic Phones.

• If using Phones Pro, turn on Voice Intelligence to maximize the effectiveness of Second Chance Leads.

Second Chance Leads settings

Use Second Chance Leads settings to turn the feature on or off and customize how the feature works.

To enable Second Chance Leads:

1. Go to the navigation bar and click Calls.

2. In the side menu, click Second Chance Leads.

3. On the Second Chance Leads screen that opens, click Get Started. 

4. Next to Enable Second Chance Leads, use the toggle to turn the feature on or off. By default, this feature is disabled. 

You can also update the following settings to customize your Second Chance Leads:

• After Call Work Time (in minutes): Click Edit to select how much time each agent has to classify a call after it ends. After the set amount of time, the calls are reviewed to see if it's a Second Chance Lead. The default time is 5 minutes.        

  Tip: Make sure you're selecting an adequate time for your needs. If you set it for too much time, for example over an hour, you'll likely lose out on the chance to save the call, as the customer may have already found another company to provide service. If you set this to too short, for example, less than 5 minutes, it's likely the agent may still be wrapping up booking the job even though the call has ended. This may generate an unnecessary second chance lead, which you'll need to manually update.

When finished, click Save.

• Cold Leads: The Cold Leads setting lets you decide how many days should pass before the lead is considered cold. After the time period, the lead moves to the Cold tab on the Second Chance Leads table. Click Edit to set how many days (1-14) should pass before an SCL is considered cold. The default is 7 days. When finished, click Save.

• The Employees with Access to Second Chance Leads section lists all employees who have access to Second Chance Leads. Click on the Employee Name in the list to update the individual employee's access level permission. Click All Employee Permissions to access the Employees screen where you can make changes to your employees' permissions.

Second Chance Leads permissions

There are two options to set Second Chance Leads permissions:

Note: The View Second Chance Leads permission is automatically granted to administrators.

Enable permissions by role

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Role Permissions.

3. Click Edit next to the desired employee role. The Edit Role screen opens.

4. In the Calls section under Job Booking & Dispatching, select the View Second Chance Leads permission. 

5. When you're finished, click Save Changes.

Enable individual employee permission

1. Go to the top toolbar and click Settings  .

2. In the side panel, go to People > Employees.

3. Under Employees, click Edit for the employee whose permissions you want to set. 

4. Click the Permissions tab.

5. In the Calls section under Job Booking & Dispatching, select the View Second Chance Leads permission. 

6. When you're finished, click Save Changes.

Second Chance Leads notifications

You can enable personal notifications to get alerts about new second chance leads.

1. Go to Call Booking in the main navigation menu.

2. In the side menu, click Preferences.
   The Preferences page opens.

3. In the Second Chance Leads section, set how you want to be notified when a new second chance lead is identified: 

   1. In-app notification

   2. Text

   3. Email

4. When you're done, click the to close the window.

Note: Your notification preferences apply only to your personal ServiceTitan account and do not affect the entire company.

FAQ

Why should I use Second Chance Leads?

Powered by Titan Intelligence (TI), Second Chance Leads is a feature that automatically reviews and flags unbooked calls that we believe can be saved with a quick follow up call back to the homeowner.

How does this feature use Titan Intelligence?

Second Chance Leads uses a machine learning algorithm to review transcriptions of calls and classify them as a lead or not a lead based on voice activity and keyword filtering.

How can I get access to Second Chance Leads?

If you're using Basic Phones, you can purchase Second Chance Leads directly in ServiceTitan. To get started, go to Calls > Second Chance Leads. For more, see Enable Second Chance Leads.

Second Chance Leads is automatically available to anyone using Phones Pro. To get started with Phones Pro, request a demo by clicking Get Started on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).

Is there an additional cost for Second Chance Leads?

Second Chance Leads is included at no extra cost with your Phones Pro subscription. For Basic Phones, it's available for purchase through your ServiceTitan account, with pricing based on your call volume.

How does Second Chance Leads work if we also use Leads from Unbooked Calls and Bookings?

Second Chance Leads are generated from calls that are unbooked, excused or marked as not a lead. The feature Leads from Unbooked Calls and Bookings creates follow-up leads when your agents classify calls and manually log that a follow-up is needed. Second Chance Leads can be used concurrently with this feature.

How do Leads from unbooked calls feature work with Second Chance Leads?

SCL's are generated from calls that are unbooked, excused or marked as not a lead. We recommend keeping leads on in your Follow Up tab as those are Leads that are manually generated by your team.

Want to learn more?

• See Review Second Chance Leads

• See Use Second Chance Leads as a CSR