---
title: "Customize Follow-up Questions to gather detailed job information in Contact Center Pro"
slug: "customize-follow-up-questions-to-gather-detailed-job-information-1"
tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"]
updated: 2026-07-11T15:23:03Z
published: 2026-07-11T15:23:03Z
canonical: "help.servicetitan.com/customize-follow-up-questions-to-gather-detailed-job-information-1"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customize Follow-up Questions to gather detailed job information in Contact Center Pro

This new feature lets you set up the Voice Agent to ask callers specific questions so you can understand the job needs better. This update for Voice Agents is for Contact Center Pro.

### What's changing with Voice Agent follow-up questions?

Previously, the Voice Agent might only record a general reason for a call, like "AC not working." Now, you can set the agent to ask more questions to get exact details. This helps you know exactly what the problem is before you book the job.

### Before and After

#### Before (Current)

1. A caller tells the Voice Agent that their air conditioner is not working.
2. The agent accepts this information without asking for more details.
3. The agent books the job with a generic description.

**Impact:** Technicians arrive at the job without knowing the specific cause of the problem.

#### After

1. A caller tells the Voice Agent that their air conditioner is not working.
2. The agent asks if the unit is making any noise.
3. The caller gives more details regarding the issue.

**Impact:** Technicians know potential issues before they arrive, which helps them prepare better.

### Who uses this feature

- Residential Service and Replacement, Residential Construction
- Administrators, managers, CSRs
- Region availability: USA, Canada

---

### How it works for your industry

#### Residential Service and Replacement

- The Voice Agent asks the caller how old their equipment is to help the office decide which technician to send.
- If a caller reports a leak, the agent asks where the water is coming from to determine urgency.
- The agent asks if the caller is a new or returning client to help with account matching.

#### Residential Construction

- The Voice Agent asks if the caller has approved architectural plans ready for review.
- When a caller asks for an estimate, the agent asks for the square footage of the project.
- The agent asks about the desired start date to see if it fits the current schedule.

### How to Prepare

1. Identify what information your office often misses when booking jobs.
2. Go to Voice Agent Settings to access the Voice Agent configuration.
3. Add new questions to the script to capture those missing details.

### Resources

- [Add custom follow-up questions for the voice agent in Contact Center Pro](/v1/docs/add-custom-follow-up-questions-for-the-voice-agent-in-contact-center-pro)

ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR.

**What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount.

**Also called:** AI receptionist, Virtual CSR, VA

**Tags:** Phones Pro, AI-Powered

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro.

**What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale.

**Also called:** CCP, Advanced Phones Pro

**Tags:** Contact Center Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

**a.k.a.** CCP