Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Control your Voice Agent's task creation with task types to optimize call containment
This enhancement gives you three layers of control over post-call task creation and routing, allowing the Voice Agent to handle more calls independently and boost overall call containment.
What's changing
Before, the Voice Agent created tasks from every call the same way, with no way to control which call outcomes generated a task, no way to describe what a task type actually covers, and no way to route it to anyone specific. That lack of control meant many businesses chose to escalate more calls to a live person instead of trusting the Voice Agent to fully handle and record the outcome.
Now, you get three layers of control, and each one builds on the last:
- Choose which call outcomes create a task. Decide whether Booked, Unbooked, Excused, and Escalated calls each generate a task, so you're not stacking a Voice Agent task on top of a process you already have covered elsewhere.
- Build out specific task types with descriptions. Within each category, turn on the exact task types you want, and add a description so the Voice Agent knows precisely when to use each one, instead of guessing.
- Direct tasks to the right person. Assign each task type to a specific team member so it lands with whoever should actually act on it, instead of sitting unassigned.
Put together, this is what lets you push more of your call volume through the Voice Agent with confidence, because you now have the tools to make sure every outcome is captured and routed correctly, which is what drives call containment up.
Task type names are critical to how the Voice Agent matches a call, so clear, specific names matter. Descriptions won't fix a vague name, but they do add clarity on exactly which task should be assigned for a given call follow-up. This only creates tasks in ServiceTitan Task Management — it doesn't route to Task Hub or CRM Tasks.
Important: Out of the box, only your default task types from your ServiceTitan settings are turned on (often this is three task types). The Voice Agent only creates a task when a call outcome matches one of your enabled task types exactly. If a call comes in for something outside those defaults, such as a refund request, no task gets created for it at all, and there's no notification that one should have been. Review and expand your task types, and add a general catch-all task type, so calls don't fall through with no record, and you don't lose the containment gains this feature is meant to deliver. We recommend creating additional task types, per the examples below.
Workflow comparison — before & after
Resources
How it works for your industry
Residential Service and Replacement
- A business already using Dispatch Pro to dispatch technicians on booked jobs turns off tasks for Booked calls, keeps Unbooked and Excused calls on, builds out specific task types like "Refund Request" and "Credit Card Update" with descriptions, and assigns billing-related task types straight to their billing specialist, letting the Voice Agent fully handle those calls without a live handoff.
- A larger call center that already staffs every escalated call turns off tasks for Escalated calls, since their live team already creates its own follow-up record.
How to prepare
- If you already dispatch booked jobs through Dispatch Pro, you likely don't need a task for Booked calls.
- If your team already has its own process for escalated calls, consider turning off tasks for Escalated calls to avoid duplicates.