Core Products
Calls
This enhancement extends the call details flyout beyond Voice Agent calls, so you can review the recording, the classification controls, and the transcript for other phone call types in the same place.
Scenario 1
A general contractor calls about a bid deadline. A coordinator reads the transcript to confirm the project name and the due date were both captured.
Scenario 2
A call is classified as a booked job but the caller only asked for pricing. A manager reads the transcript, corrects the classification, and keeps the reporting accurate.
Scenario 3
A project executive preparing for a handoff meeting reads the transcripts of the last three calls with the contractor, rather than asking the estimator to reconstruct them from memory.
Jobs and Project Management
This enhancement makes the project transaction lock available to every eligible company and splits it into two independent settings, so you can protect completed projects and canceled projects separately.
Scenario 1
A project accountant closes out a school gymnasium build and turns on the Completed toggle, so the final job costing cannot shift after the retainage release is approved.
Scenario 2
A project manager sets a tenant improvement project to Completed and ServiceTitan names the two unreceived purchase orders (POs) holding it open, so the parts are reconciled before the books close.
Scenario 3
At quarter end, an administrator works through the blocking messages on finished phases and clears the open bills they name, so work in progress (WIP) reconciles on the first pass instead of after a manual hunt.
Service Agreements
This improvement gives administrators four dedicated permissions that control who can create and edit service agreements, build service agreement templates, change agreement status, and change visit status.
Scenario 1
A project manager who builds Preventive Maintenance agreement templates keeps Create/Edit Service Agreement Templates turned on, while the coordinators who attach visits to jobs do not.
Scenario 2
An operations manager gives the estimating team Create/Edit Service Agreement so they can draft agreements attached to a bid, but withholds Edit Service Agreement Status so activation stays with the contracts lead.
Scenario 3
A dispatcher uses this feature in their daily workflow to improve efficiency and reduce manual steps.
Pro Products
Dispatch Pro
This improvement to workstreams makes the workstream a dispatcher selects act as a firm boundary on the new Dispatch Board, the Jobs Tray, and the Activity Center, so dispatchers see and act on only the work assigned to them.
Scenario 1
A commercial construction company scopes each dispatcher to the business units covering a single project type, so large project work and small retrofit work stay separate.
Scenario 2
A company with dedicated crews per general contractor relationship builds a workstream per crew, so a dispatcher cannot move a technician off a committed project.
Scenario 3
A company coordinating across several job sites scopes each dispatcher to the zones covering their sites, so the board shows only the sites they are responsible for.
Scheduling Pro
This new feature brings the message leads from your Google Local Services Ads into ServiceTitan, so your team can answer people who ask for a quote instead of losing them to a faster competitor.
Scenario 1
A general contractor requests pricing through your ad and gets a reply the same day.
Scenario 2
Bid requests reach your preconstruction team without anybody rekeying them.
Scenario 3
Your team keeps one record of the conversation from first message to booked walkthrough.
Early Access
Calls
Voice Intelligence with ServiceTitan Calls is now in Early Access for companies on ServiceTitan Max. It reviews every recorded call your team takes and gives you an objective read on what actually happened.
Scenario 1
A general contractor calls about a bid deadline. The scorecard shows whether your CSR captured the project name and the due date.
Scenario 2
A call is logged as a booked job but the caller only asked for pricing. The outcome mismatch flag prompts you to correct the record before it reaches your reporting.
Scenario 3
Objection trends across a quarter show that out of service area comes up often for one region, which helps you decide where to expand.
Contact Center Pro
This enhancement lets administrators build their own call scorecards in Voice Intelligence and set rules that decide which scorecard grades which calls, instead of every call being graded against one ServiceTitan-defined standard.
Scenario 1
A commercial construction contractor adds a Bucket call data component that sorts calls by project phase, so bid-stage calls are easy to separate from active-project calls.
Scenario 2
A general contractor builds an outbound scorecard graded on whether the caller confirmed the submittal deadline.
Scenario 3
A mechanical construction business weights Professionalism and Branding lower and Information Gathering higher, because their intake calls are technical rather than promotional.
CRM
An enhancement to ServiceTitan CRM that lets administrators rename opportunity stages, add their own stages, set win probability per stage, and manage pipelines from a new configuration screen.
Scenario 1
A commercial construction firm builds a separate pipeline for renewal work and another for new build, because the two sales motions have genuinely different steps and should not share a stage list.
Scenario 2
An estimator on a bid and spec job gets a second qualification stage inserted before Propose, so long pre-construction cycles show real movement instead of sitting in one stage for months.
Scenario 3
A sales operations lead renames Follow Up to match the firm's own bid follow-up language, and every rep, filter, and Insights view picks up the new wording after the change is saved.
This enhancement gives each opportunity inside a project its own record in the ServiceTitan customer relationship management (CRM) pipeline, so your sales team can track, forecast, and close each one on its own.
Scenario 1
A mechanical contractor runs a school retrofit as one project holding a heating, ventilation, and air conditioning (HVAC) replacement and a plumbing scope. Each one now sits in the pipeline as its own record, so the HVAC seller and the plumbing seller each forecast their own work.
Scenario 2
A sales manager reviewing the quarter sees a project where the electrical scope closed and the mechanical scope is still in Propose, instead of one record that reads as fully won.
Scenario 3
A project executive adds a second opportunity to an existing project for an added scope of work, and the new opportunity enters the pipeline at its own stage with its own value rather than inflating the original record.
This enhancement lets one ServiceTitan CRM opportunity carry several findings, and lets you add findings to an opportunity, take them off, or split them into a second opportunity as the deal changes.
Scenario 1
A project developer holds one opportunity for a mechanical scope and adds the findings raised during pre construction walkthroughs as they come in, so the deal record grows with the scope.
Scenario 2
A representative preparing an owner meeting opens the opportunity and reads each finding's description and recommended solution without leaving ServiceTitan CRM, so the reasoning behind every line of the quote is in hand.
Scenario 3
An estimator splits a large electrical scope into two opportunities, one for the work the owner approved and one for the deferred phase, and each carries only the findings it quotes.
This new feature connects your field sales activity to ServiceTitan CRM by creating and linking an opportunity the moment a site visit is booked, so one deal produces one opportunity instead of two unconnected records.
Scenario 1
A project developer books a site walk for a mechanical fit-out. The opportunity is created in the New stage with the Customer, Location, and estimated dates already filled in from the job.
Scenario 2
A commercial electrical estimator uploads panel schedules and site photos to the site visit, and the project executive reviews them from the opportunity drawer without opening the job.
Scenario 3
A general contractor relationship owner books a walk for a deal already in the pipeline, and the site visit links to the existing opportunity instead of creating a duplicate.
This enhancement lets you state up front whether a duplicated estimate should become a Job opportunity or a Project opportunity, so the deal lands in the right pipeline from the start.
Scenario 1
An estimator reusing a mechanical rough-in estimate for a second phase duplicates it, sees Project pre-selected from the project-held source estimate, and keeps the new deal in the project pipeline where phased work belongs.
Scenario 2
A preconstruction lead duplicating a bid for a different general contractor states Project at the point of duplication, so stage logic for long-cycle work applies from the first day rather than after someone corrects the record.
Scenario 3
A sales manager running a forecast sees each duplicated bid counted once, in the correct pipeline, instead of the same revenue appearing twice across a Job opportunity and a Project opportunity.
This enhancement adds a Contacts tab to an opportunity in Mobile CRM, so a sales representative can see who to reach at a site and call or email them without leaving the opportunity.
Scenario 1
A project developer meeting a general contractor on site opens the opportunity, taps Contacts, and calls the project manager (PM) listed against that location to confirm who signs off on the drawings.
Scenario 2
A representative preparing to discuss pricing checks the Contacts tab for the title of each person attached to the account, so the conversation goes to the person with budget authority.
Scenario 3
A representative collecting updated drawings emails the site coordinator directly from the opportunity rather than routing the request through the office.
Lead Assigned and Opportunity Assigned are two new notification types in ServiceTitan CRM that tell you the moment a lead or an opportunity becomes yours, on the channel you choose. These notifications are in Private Preview and available to select accounts.
Scenario 1
An electrical estimator is assigned an opportunity for a multi-building site and opens it straight from the email notification, so scoping starts the same day.
Scenario 2
A garage door sales coordinator assigns bid opportunities to two estimators, and each estimator sees only their own assignment without working from a shared list.
Scenario 3
A project developer who hands an opportunity to a colleague before a site walk knows the colleague has been told, so the handoff does not depend on a follow-up call.
Marketing Pro Reputation
Marketing Pro Reputation now lets you review and act on publisher-suggested changes to your business listings, like address, hours, or category updates, directly from ServiceTitan, instead of logging into a separate Yext account.
Scenario 1
A commercial general contractor with several regional offices uses the Improvements column to catch a publisher-suggested phone number change for one office before it goes live incorrectly.
Scenario 2
A project management firm approves a corrected business hours suggestion after switching to seasonal hours.
Scenario 3
An operations lead rejects a duplicate-sounding category suggestion.
Reporting and Dashboards
Reporting Analytics is a new reporting and dashboard experience that brings your metrics, your recent work, and the answers you are looking for onto one screen, so you spend less time hunting for a report and more time acting on it.
Scenario 1
A project executive opens the landing screen and sees the projects they were last in, along with anything flagged as unusual across the portfolio.
Scenario 2
A controller schedules a weekly billing dashboard to the project team and knows each recipient sees only what their access allows.
Scenario 3
An administrator grants a new project accountant access by data domain rather than approving datasets one at a time, so the same person is set up in one step instead of many.
Scheduling Pro
This enhancement adds an Abandoned Lead SMS Recovery tile to the Automations screen, so you can see whether your short message service (SMS) follow up is running and manage it from the same screen as the rest of your automations.
Scenario 1
A project contact starts a site visit request, gets interrupted, and does not finish. The follow up text returns them to the request with their details already filled in.
Scenario 2
Your estimating team checks the Automations screen to confirm the follow up is switched on before a bid deadline.
Scenario 3
The recovered bookings figure shows how many site visits came back through the follow up over the last 30 days.