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 property manager reports a rooftop unit (RTU) failure overnight. A dispatcher reads the transcript the next morning to confirm the site address and access details were captured before the technician is sent.
Scenario 2
A facilities contact escalates a service level agreement (SLA) breach. The account manager reads the transcript of the original intake call to confirm what response time was promised.
Scenario 3
A supervisor reviewing a week of commercial intake calls searches transcripts for mentions of after-hours rates, and finds the three calls where the rate was explained incorrectly.
Service Agreement
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
An administrator turns off Edit Visit Status for newer CSRs so they cannot dismiss or delete a visit on an activated agreement by mistake.
Scenario 2
A service manager keeps Edit Service Agreement Status with two senior coordinators, so no one else can activate or cancel a contracted revenue commitment.
Scenario 3
An accounting lead who only needs to review agreements gets none of the four permissions and still sees agreement records, with the edit actions turned off.
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 service company assigns one dispatcher per account portfolio through workstreams built on business unit and team, so each dispatcher owns a defined book of business.
Scenario 2
A company running both service and preventive maintenance (PM) crews scopes the PM dispatcher to the PM teams only, so PM route work is not mixed in with emergency calls.
Scenario 3
A company with a night and weekend on-call team scopes the after-hours dispatcher to that team, so the board shows only the technicians actually on shift.
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 property manager asks for pricing on a rooftop unit (RTU) through your ad, and the request lands with your commercial team instead of a shared inbox.
Scenario 2
Requests that arrive while your office is closed still get an answer the same evening.
Scenario 3
Your team can see which Local Services Ads campaign produced each commercial enquiry.
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 property manager calls about a rooftop unit that failed overnight. The scorecard shows whether your CSR captured the site address and access details before ending the call.
Scenario 2
Several callers push back on scheduling availability in the same week. Insights surfaces availability as a rising objection, so you can look at your capacity before you lose more work.
Scenario 3
A facilities contact asks for a quote only. Voice Intelligence separates that from a genuine booking opportunity, so your booking rate reflects real demand.
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 mechanical contractor adds a Yes/No call data component for whether the caller gave a purchase order number, so dispatch knows before the truck rolls.
Scenario 2
A commercial service business builds a scorecard for after-hours emergency calls and targets it by dialed number, so those calls are graded on triage rather than on booking.
Scenario 3
A facilities services provider weights Outcome and Objection Handling highest, because their calls turn on how well a CSR handles a site contact who cannot authorize the spend.
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 heating, ventilation, and air conditioning (HVAC) contractor renames the built-in stages to the language its team already uses on the sales floor, such as Listen and Consult, Prove Value, and Solution Proposal, so reps recognize their own process the first time they open the CRM.
Scenario 2
A service and replacement business adds a Contracting stage between Propose and Follow Up, because signature and paperwork routinely take weeks on commercial work and previously had nowhere to sit.
Scenario 3
A sales leader sets win probability per stage from real close rates, so the weighted pipeline in Insights matches what the business actually books rather than a built-in average.
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 technician completes a quarterly preventive maintenance (PM) visit at a multi tenant office building and logs four findings across two rooftop units (RTUs). The office quotes both units on one opportunity, then splits the second unit onto its own opportunity so the property manager can approve one now and budget for the other next quarter.
Scenario 2
A facilities account manager already has an open chiller overhaul opportunity. A follow up visit turns up two more findings on the same site, so they add both to the existing opportunity from the Findings table rather than starting a new deal.
Scenario 3
A service manager reviewing the heating, ventilation, and air conditioning (HVAC) pipeline removes a finding that the property handled under warranty, and the opportunity value drops to match the work that is still for sale.
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 heating, ventilation, and air conditioning (HVAC) account manager books a rooftop unit (RTU) survey at a retail center. The opportunity is already in the pipeline when the estimator sits down to scope the replacement that afternoon.
Scenario 2
A commercial plumbing sales representative walks a backflow assembly replacement, adds two estimate options on the site visit, and watches both roll up to the quoted value on the same opportunity.
Scenario 3
A service manager reviews the pipeline at the end of the week and sees every site visit the team ran, each in the stage it actually reached, rather than a list of deals that appeared only after a quote was sent.
AI Account Management is a new feature that uses artificial intelligence (AI) to score every account in ServiceTitan CRM overnight, so you can see which accounts are on track, which are slipping, and which are ready for more work without opening each one.
Scenario 1
An account manager covering fifty commercial properties opens the Account Management screen on Monday morning, filters to accounts with an At Risk health score, and finds three accounts whose service volume has fallen off since last year. Those three become the week's outreach list instead of whoever happens to be top of mind.
Scenario 2
Before a quarterly review with a long-standing account, a sales manager opens the AI summary on the Customer screen and reads the next-best actions, the billing position and recent job activity in one place, so the meeting opens with the right subject rather than a recap.
Scenario 3
A manager filters the list to accounts with a Strong upsell signal and an open balance, hands the clean ones to the account owner for a replacement conversation, and routes the rest to collections first, so proposals go out to accounts that can act on them.
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
A sales rep quoting a rooftop unit (RTU) changeout for a second building on the same campus duplicates the original estimate, sees Job already selected because the source estimate sits on a job, and submits without stopping to decide.
Scenario 2
An account manager repackaging a declined coil replacement as a fresh quote duplicates the estimate and sets the type to Project, so the deal is forecast against the project pipeline rather than showing up as a one-visit job.
Scenario 3
A commercial team reviewing their pipeline at the end of the month no longer has to reconcile duplicate opportunities against the same estimate, because the type is stated at duplication time instead of being worked out afterwards.
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 field account manager finishing a rooftop unit (RTU) walkthrough at a retail site opens the opportunity, taps Contacts, and calls the facilities director to confirm the scope before leaving the parking lot.
Scenario 2
A heating, ventilation, and air conditioning (HVAC) sales representative arriving for a chiller assessment checks the Contacts tab for the building engineer's title and number rather than asking at the front desk.
Scenario 3
A representative who cannot reach the primary contact sees the other people tied to that location in the same list and emails the alternate without calling 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
A heating, ventilation, and air conditioning (HVAC) account manager gets a mobile push the moment a rooftop unit (RTU) replacement lead is assigned to them, and calls the property manager before leaving the site they are already on.
Scenario 2
A commercial plumbing sales manager splits inbound leads across three representatives and stops sending a separate message for each one, because every representative is told directly.
Scenario 3
A service manager opening the pipeline on Monday finds no leads sitting in New status from Friday, because the assigned owner was told on Friday.
Enterprise Hub
Benchmark+ is a new performance intelligence module in Enterprise Hub that shows how your revenue and operational results compare against similar businesses in your trade, region, and size segment.
Scenario 1
A commercial service group tracks Quadrant Movement across the year and catches one location drifting from a strong quadrant toward a weaker one two quarters before it would have shown up in the annual review.
Scenario 2
A finance leader preparing board materials uses High Performer Indices to express each location's revenue as a multiple of the peer group's 80th percentile, giving the board a single comparable number without disclosing revenue figures.
Scenario 3
A group with a mixed residential and commercial book builds a Custom Cluster limited to businesses with a comparable commercial share, so the comparison reflects how the business actually competes.
Marketing Pro
The Segment Assistant is a new feature in Marketing Pro v2 that turns a plain-language description of the audience you want into the segment builder's own inclusion and exclusion filters, so you can build a targeted segment without translating your goal into conditional logic yourself.
Scenario 1
A facilities account manager describes an audience of accounts whose service agreements expire in the next quarter and that have no visit already booked, and reviews the proposed filters before saving rather than assembling the agreement and visit criteria by hand.
Scenario 2
An operations manager building a renewal push asks for accounts with more than one property that have not been contacted in the last 60 days, and corrects the one filter the Segment Assistant flagged as an assumption instead of rebuilding the group.
Scenario 3
A marketing manager targeting dormant commercial accounts describes the audience once, reads the reach count, then tightens the description and reads the new count, without having to know which entity carries the field being filtered on.
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 electrical contractor with branches in several cities uses the Improvements column to spot which locations have pending suggestions, instead of checking Yext branch by branch.
Scenario 2
An office administrator rejects a suggested category change that does not match how the business wants to appear in search.
Scenario 3
A regional manager reviews suggestions across locations during a monthly listing audit.
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
An operations manager reviews preventive maintenance (PM) completion against contract commitments and reads the refresh time on the dashboard before taking the figures into a client call.
Scenario 2
An account manager schedules a monthly performance dashboard to arrive by email, and each person on the distribution list sees only the data their own access allows.
Scenario 3
A general manager asks in plain language which accounts are behind on their agreements and gets an answer from Atlas, rather than asking someone to build a report.
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 facilities contact begins booking a rooftop unit (RTU) service call, gets pulled into a meeting, and drops off. The follow up text gives them a link back to the request rather than making them start again.
Scenario 2
Your office manager checks the Automations screen and confirms the follow up is Active before a seasonal maintenance push begins.
Scenario 3
The recovered bookings figure on the tile shows how much repeat service work the follow up brought back over the last 30 days.