This is an improvement that lets you customize the message about dispatch fees that Voice Agent delivers. This improvement is for Voice Agents Contact Center Pro.
What's changing with customizable dispatch fee message?
Before, the message about dispatch fees was hardcoded in Voice Agent. You couldn’t tailor it to your business. Now, you can write your own message for each dispatch fee. Go to the Voice Agent Settings page to enter the message you want delivered. This gives you more control over how dispatch fees are explained during booking. You can make the message match your pricing model or promotional offers.
Before and After
Before (Current)
You had to contact ServiceTitan to enable or disable dispatch fees for Voice Agent job types.
You couldn’t self-serve which job types should have a dispatch fee.
The Voice Agent did not quote dispatch fees during calls.
Impact: Customers weren’t informed about dispatch fees during the call, and you couldn’t align the experience with your policies.
After
Go to the Voice Agent Settings page.
Enable dispatch fees.
Select job types with dispatch fees.
Enter a custom message for each dispatch fee.
Voice Agent delivers your custom message during calls.
Impact: Your dispatch fee message can match your business policies, such as applying the fee as a credit.
Who uses this feature
All business types
Administrators, managers, CSRs
Region availability: USA
How it works for your industry
Residential Service and Replacement
A technician explains a $99 dispatch fee will count as a credit for services performed. The Voice Agent now shares this same message automatically.
You run seasonal promotions that waive dispatch fees. Update the message to match the current offer.
You use different messaging for HVAC versus plumbing calls. Each job type now has a tailored message.
Commercial Service and Replacement
Dispatch fees for commercial service visits are high. Customize the message to emphasize what the fee includes.
Include language around service agreements. Let the Voice Agent explain that dispatch fees are waived for active contracts.
Your team services multi-location clients. Customize messages to explain how dispatch fees apply per site.
Residential Construction
Your team books jobs for new builds that include plan reviews. Customize the message to say the dispatch fee covers initial review time.
You offer premium consultations. Voice Agent can now say the dispatch fee counts toward design services.
You include dispatch fees on permit-related visits. Adjust the message to reflect it’s part of permit prep.
Commercial Construction
Dispatch fees apply to project walkthroughs. Let the Voice Agent say the fee will be credited if the project moves forward.
Use job-type-specific messages to explain dispatch fees for project design meetings or engineering assessments.
Add messaging for bids that include site visits, letting the caller know the fee is refundable if they accept the estimate.
How to Prepare
Confirm who in your team manages Voice Agent Settings.
Identify all job types with dispatch fees.
Draft messages that match your pricing and service model.
Train CSRs on how dispatch fee messages now align with call flows.
Place a test call to confirm your custom dispatch fee messages are working as expected before going live.