--- title: "Automate Call Classification for Call Reasons and Call Types to reduce call review time" slug: "automate-call-classification-for-call-reasons-and-call-types" tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"] updated: 2026-07-11T15:48:31Z published: 2026-07-11T15:48:31Z canonical: "help.servicetitan.com/automate-call-classification-for-call-reasons-and-call-types" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Automate Call Classification for Call Reasons and Call Types to reduce call review time This new feature uses AI to classify inbound Voice Agent calls so you get accurate call reasons and call types with less manual review. This feature is for Voice Agents for basic phones, Phones Pro, and Contact Center Pro. > [!WARNING] > **Mandatory Workflow Change** > > This change will automatically apply to all customers with this release. Review the new workflow and update your team training materials before the release date. ### What's new? Before, reschedule or confirmation calls could show as unbooked instead of excused, and call reasons for Unbooked calls had to be picked by hand. This meant you or your team had to open many call records, guess at the real call type, and choose a call reason from settings, which made reports and follow up lists less reliable. Now, ServiceTitan uses call outcome to determine the appropriate call type, and call transcripts to identify the correct call reason, so most calls are tagged for you and you only review the small number that still look off. ### Resources - [Configure your Voice Agent settings in Contact Center Pro](https://help.servicetitan.com/how-to/configure-your-virtual-agent-settings%20) - [View and manage Voice Agent Follow Ups](/v1/docs/view-and-manage-voice-agent-follow-ups) - [AI Voice Agent for Basic Phones and Phones Pro - FAQ](/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) - [AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro](/v1/docs/voice-agent-onboarding-part-1-set-up) ### Before and After #### Before (Current) 1. Voice agent answers an inbound call and creates a call record. 2. Call shows as unbooked even when the caller just wants to reschedule or confirm a job. 3. You or a CSR open the call, work out what really happened, and change the call type by hand. 4. You pick a call reason from your call reason settings for each unbooked call. 5. You run reports and still see mix ups between true unbooked calls and simple reschedules. **Impact:** Extra time is spent on call review, unbooked call reports are noisy, and it is harder to see real missed booking chances. [Try the current workflow for basic phones/Phones Pro](https://go.servicetitan.com/#/Search). [Try the current workflow in Contact Center Pro](https://ccpro.servicetitan.com/urgentfollowups/virtualagentfollowups). #### After 1. Voice agent answers an inbound call and ServiceTitan records the transcript. 2. ServiceTitan uses the call outcome to determine call type, and the call transcript to identify the correct call reason, including excused for reschedule or confirmation calls tied to an existing job. 3. For unbooked calls, ServiceTitan selects a call reason from your call reason settings based on what the caller said. 4. CSRs scan call lists and focus on edge cases or high value unbooked calls instead of checking every call **Impact:** You save time on call review, get clearer unbooked call reports, and can focus coaching and follow ups on true missed booking chances. ### Who uses this feature - Residential Service and Replacement, Residential Construction - Administrators, Managers, CSRs, Dispatchers - Region availability: USA --- ### How it works for your industry #### Residential Service and Replacement - A plumbing shop gets many schedule change calls; ServiceTitan marks these as excused instead of unbooked so your unbooked call report shows real missed booking chances. - An HVAC team sees unbooked calls tagged with clear call reasons, such as price concerns or no decision, so CSRs know which homeowners to call back first. - Managers review call type and call reason reports to spot trends, then coach CSRs on how to handle common booking objections on the first call. #### Residential Construction - A residential builder receives calls from homeowners asking to move start dates; ServiceTitan treats these calls as excused, so you do not chase them as lost leads. - Office staff see unbooked calls labeled with reasons tied to bids or design changes, which helps them follow up on open proposals instead of guessing why the caller did not book. - Managers review call data by call reason to find gaps in hand offs between sales and project teams and adjust scripts for CSRs who answer early stage project calls. ### How to Prepare? 1. Verify you're using Voice Agents with either the basic phones integration, Phones Pro, or Contact Center Pro. 2. Confirm which inbound phone lines use the voice agent so you know which calls will get automatic call type and call reason tagging. 3. Train CSRs on where to see call type and call reason on call records and reports, and how to spot calls that still need a quick manual fix. 4. Align Managers on which unbooked call reasons should trigger follow up, and how often they will review these calls with the team. 5. Identify edge cases, such as poor audio or very short calls, and set simple rules for when CSRs should override the automatic call type or call reason. ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)