This improvement adds a floating Picture-in-Picture (PiP) call bar to Contact Center Pro so that customer service representatives (CSRs) and dispatchers can manage calls without returning to the Contact Center Pro tab.
What’s changing?
Previously, CSRs and dispatchers had to switch back to the Contact Center Pro (CCP) tab every time they needed to answer a call, change their status, mute, hold, or transfer. This meant constant tab-switching that broke concentration and risked missed calls. With this improvement, a small floating window appears automatically when you navigate away from CCP, giving you full call controls — answer, end, mute, hold, record, keypad, and transfer — directly on any screen. You can move and resize the window to fit your workflow.
Resources
Before and After
Before (current)
Receive an incoming call notification while working in ServiceTitan.
Stop what you are doing and click back to the Contact Center Pro tab.
Answer, mute, or transfer the call from the CCP tab.
Switch back to ServiceTitan to continue your work.
Repeat each time you need to interact with the call bar or change your status.
Impact: Frequent tab-switching interrupts your work and increases the risk of missing calls or losing your place in a job or booking.
After
Receive an incoming call notification from anywhere in ServiceTitan.
A floating Picture-in-Picture call bar appears on your screen — no tab-switching needed.
Accept or decline the call directly from the PiP window.
Use mute, hold, record, keypad, or transfer without leaving your current screen.
Change your status (Available, Wrap Up, etc.) from the PiP window at any time.
Impact: You stay focused on your work while handling calls. Missed calls are reduced because the answer button is always visible.
Who uses this feature
Residential Service and Replacement
CSRs, Dispatchers
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A CSR is entering a new customer's information into a booking screen when an inbound call comes in. The Picture-in-Picture (PiP) call bar appears on their screen — the CSR answers without losing any data already entered.
A dispatcher is reviewing the schedule board and needs to change their status to Wrap Up after finishing a call. They click the status dropdown in the floating PiP window without navigating away from the schedule board.
A CSR is mid-transfer and needs to pull up the customer record to confirm a job detail. The PiP window keeps the transfer controls visible while the CSR looks up the account — no switching between tabs.
How to Prepare?
Share this improvement with your CSR and dispatcher teams before the ST-77.3 release, so they know the floating call bar will appear automatically when they switch away from Contact Center Pro.
Confirm that your team knows how to adjust or turn off the PiP call bar in their personal preferences — settings are located in the Preferences section in the bottom left of Contact Center Pro. Available modes are Calls-only, Always, and Off.
Identify any team members who use Chrome, since the Picture-in-Picture call bar requires Chrome. The feature does not appear in Firefox or Safari and is not supported in Edge.