Choose how Voice Agent responds with expanded escalation trigger actions
Expanded escalation trigger actions let you choose how your Voice Agent responds to each escalation trigger, including trying to help once before it escalates or takes a message.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
Administrators
Region
United StatesCanada
What's changing
Before, each escalation trigger had two actions: escalate the call or take a message. Now each trigger can use up to five actions: Escalate call, Take a message, Pushback, then escalate, Pushback, then take a message, and Just proceed. With a pushback action, your Voice Agent makes one attempt to help. If the caller still wants a person, your Voice Agent honors the request. With Just proceed, your Voice Agent keeps the call going without escalating. ServiceTitan shows only the actions that fit each trigger.
Workflow comparison — before & after
← Before
✓ After
1.Open Virtual Agent Settings, then select Escalations and Rules.
2.Find the triggers section and pick a trigger, such as "Customer asks if they're speaking with a voice agent."
3.Choose Escalate call or Take a message.
4.Your Voice Agent follows that action each time the trigger comes up.
1.Try the current workflow in your account.
1.Open Virtual Agent Settings, then select Escalations and Rules.
2.Find the triggers section and pick a trigger.
3.Open the action dropdown and choose from the actions available for that trigger.
4.Save your changes.
1.Test the changes in the NEXT environment.
⚠ Your Voice Agent cannot try to help first, and it cannot keep going when a trigger does not need a person.
✓ Your Voice Agent can try to help before it escalates, and it can keep booking when a trigger does not need a person.
Resources
How it works for your industry
Residential Service and Replacement
- A caller asks if they are talking to a computer. Set the trigger to Pushback, then take a message. Your Voice Agent explains it is a digital assistant and offers to help. If the caller still wants a person, it takes a message.
- A caller who is not the customer calls about a repair. Set the trigger to Just proceed so your Voice Agent keeps going and books the visit.
- A caller asks for a person. Set the trigger to Pushback, then escalate. Your Voice Agent offers help first, then transfers if the caller asks again.
How to prepare
01
List the triggers where a caller should get one attempt at help before a person steps in.
02
Confirm that the people who manage your Voice Agent can edit Virtual Agent settings. No new permissions are needed.
03
Choose an action for each trigger. Keep your current action where it already works.
04
Place test calls to check each action you change.
05
Bookmark any knowledge base articles or Academy videos for team training.