This new feature uses Voice Agent to thank members and book jobs included in their memberships. This update is for Voice Agents for Contact Center Pro.
What's changing with membership greeting & recurring service booking?
Before, Voice Agents didn’t recognize membership status or help book recurring services. Now, when someone calls in, the Voice Agent confirms their membership and thanks them. If they have a recurring service due, it finds the next available time and books it automatically. No extra setup is needed if direct booking is already on.
Before and After
Before (Current)
Call comes in from a membership holder.
Voice Agent does not recognize the caller as a member.
Caller or staff must mention the membership manually.
Staff must check if recurring services are due.
Staff schedules a job by reviewing the calendar manually.
Impact: CSRs and dispatchers must do all steps manually. This takes more time and can lead to missed member benefits.
After
Call comes in from a membership holder.
The Voice Agent thanks them for their loyalty and mentions how long they’ve been a member.
It checks for available recurring services included in their membership.
It schedules the next eligible job automatically based on service timing and availability.
Impact: The Voice Agent handles member recognition and job booking, reducing workload for CSRs and improving member experience.
Who uses this feature
All business types
Administrators, managers, CSRs, dispatchers
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
Voice Agent answers a call and thanks the member for their five-year loyalty.
A homeowner calls to book a repair, and Voice Agent identifies an available heater tune-up to book.
Voice Agent reviews the account during intake and schedules the pending plumbing inspection.
Commercial Service and Replacement
Voice Agent greets the property manager and acknowledges the ten-year business relationship.
A facility manager calls in, and Voice Agent schedules the due rooftop unit (RTU) maintenance visit.
Voice Agent detects a pending preventive maintenance (PM) service and books the appointment directly.
Residential Construction
Voice Agent recognizes a warranty client and thanks them for their continued membership.
A homeowner calls about a new build, and Voice Agent books their scheduled system checkup.
Voice Agent identifies an unused electrical inspection included in the handover package and schedules it.
Commercial Construction
Voice Agent answers a general contractor and acknowledges the active service contract tenure.
A site manager calls for support, and Voice Agent books the required post-construction safety audit.
Voice Agent checks the recurring service schedule and books the quarterly HVAC inspection for the site.
How to Prepare
Confirm your memberships, service agreements, and recurring services are set up in ServiceTitan.
Verify Voice Agent direct booking is active.
Train customer service representatives (CSRs) on how Voice Agent handles these calls.
Monitor the Dispatch Board to review automatically booked jobs.