This new feature lets your sales staff record in-person conversations from a desktop computer, tie them to the right account and deal, and share them for coaching and follow-up.
What's new?
Before, desk conversations were not recorded inside ServiceTitan. Sales staff either relied on handwritten notes, memory, or a mobile phone recording in the Field Pro app, then tried to match details back to the right record. Now, Field Pro Desktop Recording lets your team start a recording from a computer, talk with a client in person, save the file with a title, link it to the right person and deal status, and choose whether to post it to the Team Feed so the rest of the team can review and learn from real sales calls. This feature is available in both Field Pro and in legacy Sales Pro.
Resources
Before and After
Before (Current)
Sit with the client at a desk and talk through options without any built-in recording.
Jot notes on paper or in a separate app while the client talks.
Later, type notes into ServiceTitan and try to remember key questions, objections, and next steps.
Share takeaways verbally with a manager, with no actual recording to review.
Impact: Important details from desk conversations often went missing, and managers had limited material for training or QA.
After
On a desktop, open Field Pro or legacy Sales Pro and start a new Desktop Recording before the in-person talk begins.
Hold the conversation with the client at the desk while Field Pro records.
After the call, save the recording with a clear title and link it to the right account and deal status, such as Won or Lost.
Choose whether to share the recording to the Team Feed so the rest of the team can review it.
Managers and reps can replay the recording later for coaching, follow-up, and deal review.
Impact: Your team keeps a clear, shared record of in-person desk talks and can coach, follow up, and improve close rates from a single place.
Who uses this feature
Residential Service and Replacement
Administrators, Managers, CSRs
Region availability: All regions
How it works for your industry
Residential Service and Replacement
Comfort advisor records a kitchen-table discussion with a homeowner about replacing an aging furnace, then saves it with a Won deal status for future training.
Call center lead reviews a shared recording from the Team Feed to hear how a rep handled pricing pushback on a high-efficiency system.
Sales manager builds a library of strong in-person sales talks to use in weekly coaching with new desk reps.
How to Prepare?
Identify which sales staff and CSRs will use Desktop Recording during in-person desk meetings.
Train your team on how to start, stop, and save a desktop recording, including how to add titles, link records, and set deal status.
Align managers on when and how to review recordings for coaching, quality control, and deal follow-up.
Review any local rules for recording conversations and set a clear internal policy so your team knows when to ask for consent.