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.

Find and manage your AI agents in one place with AI Concierge

  • Published on Jul 25, 2026
  • 2 minute(s) read
Prev Next

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.

Find and manage your AI agents in one place with AI Concierge

AI Concierge is your new home for all of your Virtual Agents, bringing the setup, reporting, and history for your AI agents together under one clearly labeled menu in ServiceTitan.

Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsManagersCSRsDispatchers
Region
United States, Canada

What's changing

Your Virtual Agents all now live in the AI Concierge, and the area has been reorganized so each part of your AI agent setup and workflows have a clearly named home. Where setup, automation, reporting, and history were spread across distinct areas, each now sits in its own named area:

  • Agent Studio: Configure your inbound voice and text message (SMS) agents. These agents are the ones that can be leveraged in any channel (SMS or Voice) or any direction (Inbound or Outbound).
  • Agent Workflows: Configure how your Agents operate, when they are initiating outreach with customers (Outbound). This area was formerly called Goals, where you view and turn automation rules on or off.
  • Inbound Dashboard: Review agent performance across voice and SMS, including booking rate, agent-booked versus CSR-booked calls, reasons calls were not booked, and trends over time. This previously was located under Voice Agent Settings > Reporting.
  • Outbound Dashboard: The area formerly called Insights, is where you can review outbound agent performance.
  • Interactions: See every AI-handled conversation, including calls the agent resolved on its own, with transcripts and recordings in one log.

Workflow comparison — before & after

← Before
✓ After
For Inbound Functionality:
1.Open up Settings > Voice Agent.
2.Configure your Virtual Agent personas.
3.Configure which Virtual Agents can handle Inbound SMS.
4.Review Inbound Voice Performance under Voice Agent Settings > Reporting.
For Outbound Functionality:
1.Open the Growth area from the navigation menu.
2.Look under Growth to reach agent Goals.
3.Open Goals to manage automation.
4.Go to Insights to review results.
1.Open AI Concierge from the navigation menu.
2.Select Agent Studio to configure your inbound and outbound agents.
3.Select Agent Workflows to view and manage automation rules for Outbound Functionality.
4.Select Inbound Dashboard or Outbound Dashboard to review performance, and Interactions to review individual conversations.
⚠ Your Inbound and Outbound functionality lived in two separate places - now they have one home. The labels did not describe what each area does, so it takes longer to find where to set up an agent or check performance.
✓ Each part of the AI agent workflow has a clearly named home, and reporting and conversation history sit alongside setup, so you spend less time looking for what you need.

How it works for your industry

Residential Service and Replacement
  • An administrator setting up a virtual agent opens AI Concierge and goes straight to Agent Studio instead of searching through Growth.
  • A manager reviewing how many inbound calls the agent booked last week opens Inbound Dashboard by name.
  • A CSR checking what happened on a specific SMS exchange opens Interactions to read the transcript.

How to prepare

01
Let your team know that the new home for Virtual Agents is now AI Concierge so they know where to go.
02
Review the new AI Concierge permissions and apply them to the roles and users who need them:
  • Agent Studio:View Agent Studio and Edit Agent Studio
  • Inbound Dashboard:View Inbound Dashboard
  • Outbound Dashboard:View Outbound Dashboard
  • Agent Workflows:View Agent Workflows and Edit Agent Workflows
  • Interactions:View Interactions and Edit Interactions
03
Point the people who configure agents, review reporting, and review conversations to the renamed areas: Agent Studio, Agent Workflows, Inbound Dashboard, Outbound Dashboard, and Interactions.
04
Review who has view and edit access to each AI Concierge screen, since access is set per screen, and adjust if needed.
05
Bookmark any Knowledge Base articles or Academy videos for team training.

Related articles