---
title: "Customize Follow-up Questions to gather detailed job information"
slug: "customize-follow-up-questions-to-gather-detailed-job-information"
tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"]
updated: 2026-08-20T15:27:03Z
published: 2026-08-20T15:27:03Z
canonical: "help.servicetitan.com/customize-follow-up-questions-to-gather-detailed-job-information"
---

> ## 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

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 both basic phones and Phones Pro.

### What's changing with 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

---

### 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.
- A residential garage door company runs a service/repair line and a separate sales/install line under one account. Each gets its own Voice Agent — the service line's greeting and follow-up questions are tuned for urgent issues like broken springs and doors that won't open, while the install line focuses on new-door and opener replacement estimates.

#### 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

- Knowledge Base topic:
  - [AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro](/v1/docs/voice-agent-onboarding-part-1-set-up)
  - [AI Voice Agent for Basic Phones and Phones Pro - FAQ](/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq)

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 integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

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