Coming ST-81
Overview
The Voice Agent (VA) automatically creates follow-up tasks after calls so nothing falls through the cracks. Now you control which calls create tasks, which task types the agent uses, and who each task goes to. This lets the Voice Agent handle more calls end to end, so more outcomes are captured and routed correctly without a live handoff. This ensures your CSRs optimize their workday - only following up on the areas they can directly assist.
Note: This article covers Voice Agent on Basic Phones and Phones Pro. If you use Contact Center Pro, see Set up Voice Agent task types and task creation in Contact Center Pro.
Who uses this feature
Administrators and Customer Service Representatives (CSRs)
Applies to all business types
Applies to all trades
Feature configuration
The Forwarding Number Settings and Phone Settings permissions are required to use this feature. Please contact the account administrator on your team.
Region availability: United States (USA) and Canada (CAN)
Things to know
Task creation now works for all call types. Previously, the Voice Agent would not allow you to differentiate call types as precisely.
The Voice Agent creates a task only when a call outcome matches one of your enabled task types. If a call comes in for something outside your enabled types, no task is created, and there is no notification that one should have been.
Out of the box, only your default task types from your ServiceTitan settings are turned on. Review and expand your task types so calls do not fall through with no record.
This feature creates tasks in ServiceTitan Task Management only. It does not route to Task Hub or CRM Tasks.
Task type names drive how the Voice Agent matches a call, so clear, specific names matter most. Descriptions add clarity but do not fix a vague name.
If you turn on the create-task feature from Skills and Capabilities, the Task Types page appears with all task types disabled by default. You choose which ones to enable.
Best practices
Add a general catch-all task type so any call outcome that does not match a specific type still generates a task instead of being silently dropped. Treat this as required setup, not optional cleanup. Task types come from your ServiceTitan settings. For more, see Set up task management.
Whenever you change what escalates to a human, review your task types at the same time. If you stop escalating a certain kind of call, make sure a task type still exists to capture it.
If you already dispatch booked jobs through Dispatch Pro, you likely do not need a task for Booked calls.
If your team already has its own process for escalated calls, consider turning off tasks for Escalated calls to avoid duplicates.
Write task type names as specific, recognizable actions (for example, "Refund Request" or "Credit Card Update") so the Voice Agent matches them accurately.
Assign task types to the person who should act on them, so tasks land with the right team member instead of sitting unassigned.
Use cases
A business using Dispatch Pro turns off tasks for Booked calls, keeps Unbooked and Excused calls on, builds task types like "Refund Request" and "Credit Card Update," and assigns billing task types to their billing specialist.
A larger call center that already staffs every escalated call turns off tasks for Escalated calls, since their live team creates its own follow-up record.
An administrator adds a catch-all task type so calls that do not fit a specific type still generate a record for review and are routed to the appropriate team member.
Step 1: Choose which call outcomes create tasks
Use Skills and Capabilities to decide which call outcomes generate a task.
Go to AI Concierge > Agent Studio.
Select the Voice Agent tab you want to configure, then click Edit next to Skills and Capabilities.
Select the Create tasks for follow-up checkbox, then choose which call outcomes should create a task: Booked, Unbooked, Excused, and Escalated. Each can be turned on or off independently.
Tip: We recommend starting with all four turned on, then narrowing down once you see what is actually coming through.
When finished, click Save.
Note: When you enable task creation here, the Task Types page appears with all task types disabled by default. Continue to Step 2 to turn on the task types you want.
Step 2: Set up your task types
The Task Types page lists your task types in a table. For each one, you can add a description, turn it on or off, and assign it to a team member.
In your Agent Studio, open the Task Types section.
Review the task types in the table. Task types are pulled from your ServiceTitan settings and cannot be edited from this table.
In the Description column, click Add Description to open the description box and enter a short summary of when this task type applies. This helps the Voice Agent match the right task to each call.
Note: Descriptions are optional, but they improve how accurately the Voice Agent matches a call to a task type.
In the Create Task column, turn on the toggle for each task type you want the Voice Agent to create. Leave a task type off if you do not want the Voice Agent to create tasks of that type.
In the Assign to column, select the employee who should receive tasks of this type. If you leave it unset, the task is assigned to Default (Voice Agent).
When finished, click Save.
Tip: Add a general catch-all task type and turn it on, so calls that do not match a specific type still generate a task.