Book jobs faster in Contact Center Pro with a new guided booking flow
A new guided booking experience lets Customer Service Representatives (CSRs) complete a full job booking without ever leaving Contact Center Pro. This feature is currently in Private Preview and not available to all accounts.
Available inProMax
Feature type
New Feature
Industry
All business types
Roles
CSRs
Region
United StatesCanada
What's new
Before, CSRs booking a job from an inbound call had to leave Contact Center Pro and switch to the main ServiceTitan booking screen, often juggling several tabs to reference customer history, run scripts, and enter job details. Now, CSRs can complete the entire booking, from customer match to job creation, inside one guided flow in Contact Center Pro. A new customer context panel is available throughout the entire call, not just during a booking. It shows recent jobs, billing and invoices, equipment, tags, and locations. That means CSRs can understand who they're talking to and what's going on with the account even on calls that don't end in a booking.
Workflow comparison — before & after
← Before
✓ After
1.CSR answers an inbound call in Contact Center Pro.
1.A CSR answers an inbound call in Contact Center Pro.
2.CSR switches to the main ServiceTitan booking screen to look up the customer, with limited context about the account visible during the call itself.
2.A customer context panel shows recent jobs, billing, equipment, and locations for the whole call, whether or not it turns into a booking.
3.CSR references Call Scripts and customer history in separate tabs while filling out the booking form.
3.The CSR completes the booking in a guided, six-step flow without leaving Contact Center Pro, including any custom script steps configured for the selected Job Type, Business Unit, or Zone.
4.If a CSR works across multiple tabs or gets pulled into other tasks mid-call, the link between the call and the resulting job can get lost, requiring manual reconciliation.
4.ServiceTitan automatically links the call to the resulting job. This connection can't be lost.
5.A CSR can complete a booking without flagging it as a warranty, recall, or lead job, since that classification is easy to overlook.
5.If the job is a warranty, recall, or lead, the flow requires that classification before the booking can be completed.
⚠ Booking a job takes longer, CSRs have limited account context during the call itself, and call-to-job attribution can be lost.
✓ CSRs get useful account context on every call, call-to-job attribution is never lost, and job classification data is more complete.
Resources
How it works for your industry
Residential Service and Replacement
- A CSR takes an inbound call from a homeowner who's just calling with a billing question. The customer context panel shows recent jobs and invoices right away, without needing to open a booking.
- A returning customer calls about a known equipment issue. The flow requires the CSR to mark the booking as a warranty or recall job instead of a standard service call.
- A CSR handling a high call volume never has to worry about a booking losing its link to the original call, even if they're juggling more than one thing during the shift.
Commercial Service and Replacement
- A CSR handles a multi-location commercial account and books a service call for one specific site, with billing and equipment history visible in the same screen.
- An administrator sets up a custom script step that only appears for a specific Business Unit, so CSRs booking for that unit see extra required fields automatically.
- A CSR books a job with a technician preference on file as part of the standard scheduling step.
Residential Construction
- A CSR identifies a call as a lead instead of a standard booking, and the flow makes that classification a required step instead of an easy-to-miss checkbox.
- A CSR sets up a recurring service event as part of the booking instead of creating a separate follow-up task.
- An administrator configures a custom script step that appears only for a specific zone, to capture zone-specific requirements.
Commercial Construction
- A CSR handling a large account references linked billing and equipment history in the customer context panel while building the booking.
- A CSR completes a booking without Adaptive Capacity, using manual scheduling instead, since Adaptive Capacity is recommended but not required.
- A CSR changes the Business Unit partway through a booking, and dependent fields reset automatically to prevent an invalid combination, the same protection that exists in the current booking flow today.
How to prepare
01
This feature is currently in Private Preview and not available to all accounts.
02
Adaptive Capacity is recommended for scheduling but not required. Manual scheduling is supported if your account doesn't use it.
03
Identify whether you want any custom script steps configured for specific Job Types, Business Units, or Zones.
04
Identify which CSRs will use the guided flow first, since it can be enabled for a subset of reps.
05
Train CSRs on the customer context panel, the six-step flow, and the required warranty/recall/lead classification.