--- title: "Choose a Voice Agent conversation flow to match your booking strategy and reduce caller drop-off" slug: "choose-a-voice-agent-conversation-flow-to-match-your-booking-strategy" tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"] updated: 2026-07-11T15:46:32Z published: 2026-07-11T15:46:32Z canonical: "help.servicetitan.com/choose-a-voice-agent-conversation-flow-to-match-your-booking-strategy" 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. # Choose a Voice Agent conversation flow to match your booking strategy and reduce caller drop-off This improvement to the existing Voice Agent lets you select which conversation flow your virtual agent uses when handling inbound calls, so you can align call handling with your booking strategy. This Voice Agent update is for basic Phones, Phones Pro, and Contact Center Pro. ![Options for call flow in Voice Agent: Lead-First and Availability-First flows.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image6(4).png?sv=2026-02-06&spr=https&st=2026-11-13T00%3A07%3A31Z&se=2026-11-13T01%3A07%3A31Z&sr=c&sp=r&sig=x7OyaHFWdeM1HWUpINLbwz9NHfJBNI8%2FvUFzQHa3fl4%3D) ### What's changing? Previously, every Voice Agent company used the same conversation flow. The virtual agent always collected caller details (name, phone number, address, email) before checking appointment availability. There was no way to change this behavior or try a different approach. Now, administrators can choose between two conversation flows in Voice Agent settings. The *Lead-First Flow* collects caller details before sharing availability. The new *Availability-First Flow* shares available time slots first, then collects caller details after the appointment is confirmed. You can switch between flows at any time without contacting Support. ### Resources - [Configure your Voice Agent settings in Contact Center Pro](https://help.servicetitan.com/how-to/configure-your-voice-agent-settings-in-contact-center-pro) ### Before and After #### Before (current) 1. Open Voice Agent settings and go to the *Transcript* section. 2. Review the available fields. There is no option to change the conversation flow. 3. The virtual agent always asks callers for personal information before checking appointment availability. 4. Callers who want to confirm a time slot first must wait through the information-collection step. **Impact:** Callers who want to know about availability before sharing personal details may hang up, resulting in missed booking opportunities. [**Try the current workflow in your account**](https://go.servicetitan.com/#/Settings/VoiceAgentFailover) #### After 1. Open Voice Agent settings and go to the *Transcript* section. 2. In the new *Call Flow* section at the top of the screen, select either *Lead-First Flow* or *Availability-First Flow*. 3. Click **Save**. 4. The virtual agent uses the selected flow on all subsequent calls. 5. To change the flow, return to the Transcript section and select the other option at any time. **Impact:** You control how the virtual agent interacts with callers, so you can reduce drop-off during the information-collection step and improve booking conversion. [**Test the changes in the NEXT environment**](https://next.servicetitan.com/#/Settings/VoiceAgentFailover) ### Who uses this feature - Residential Service and Replacement, Commercial Service and Replacement - Administrators - Region availability: All regions ### --- ### How it works for your industry #### Residential Service and Replacement - A residential HVAC company that handles high volumes of after-hours calls selects the *Availability-First Flow*. Callers hear available time slots right away, confirm an appointment, and then provide their contact details. More callers stay on the line and book jobs. - A plumbing company that prioritizes capturing caller information for follow-up keeps the *Lead-First Flow*. The virtual agent collects names and phone numbers first, so the office has complete records even if callers do not book during the call. - An electrical contractor tests the *Availability-First Flow* during peak season and monitors booking conversion rates. After the season ends, the administrator switches back to the *Lead-First Flow* to match a slower call volume strategy. #### Commercial Service and Replacement - A commercial HVAC maintenance provider selects the *Availability-First Flow* for after-hours calls. Facility managers calling about urgent equipment issues learn immediately whether a technician can come the next morning, reducing call abandonment. - A commercial plumbing company keeps the *Lead-First Flow* because their intake process requires detailed contact and site information before scheduling. The virtual agent collects property address and contact details before sharing available slots. - A commercial refrigeration service company switches to the *Availability-First Flow* for its restaurant clients. Restaurant managers calling about broken equipment want to confirm a service window quickly, so the flow that leads with availability results in more completed bookings. ### How to prepare? 1. Identify which conversation flow best fits your booking strategy. Consider the *Availability-First Flow* if callers frequently hang up during the information-collection step, or keep the *Lead-First Flow* if capturing caller details first is a priority. 2. After the configuration is enabled, navigate to Voice Agent settings, open the Transcript section, and select the flow that fits your approach. 3. Train your team on the difference between the two flows so they understand how the virtual agent interacts with callers and can answer questions. 4. Bookmark any knowledge base articles or Academy videos for team training. 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