Notify technicians of Dispatch Pro assignments with Voice Agent calls
This new feature lets the Voice Agent automatically call and text the technician assigned to a standard after-hours job it booked, whether or not you use Dispatch Pro, so no assignment goes unnoticed.
Available inCoreProMax
Feature type
New Feature
Industry
Residential Service and Replacement
Roles
AdministratorsDispatchersTechnicians
Region
United StatesCanada
What's new
Previously, when the Voice Agent booked a job after hours, nothing reached the assigned technician directly. Notification depended on in-app alerts or email, which are simple to miss overnight, and the assignment could sit unacknowledged until the next business day. Now, after you turn the setting on, ServiceTitan places an outbound call and sends a short message service (SMS) text to the assigned technician with the job date, time, address, and job type. If the technician does not answer, the Voice Agent retries the call one time. The call is informational only and cannot be used to reschedule or cancel the job. This works whether or not you use Dispatch Pro.
Workflow comparison — before & after
← Before
✓ After
1.A customer calls after hours and the Voice Agent books a job.
1.A customer calls after hours and the Voice Agent books a job.
2.A technician is assigned to the job.
2.A technician is assigned to the job.
3.The technician does not receive an immediate notification.
3.ServiceTitan immediately places an outbound call and sends an SMS to the technician.
4.The assignment sits until the next business day or until the technician checks the app.
4.The message includes the job date, time, address, and job type.
5.The job risks being missed or delayed.
5.The technician is aware of the assignment in real time and heads to the job site.
⚠ After-hours job assignments may go unacknowledged until the next morning, creating a gap between booking and response.
✓ Technicians are notified the moment they are assigned an after-hours job, reducing the risk of missed appointments and improving response times.
A plumbing company turns the setting on, then takes an emergency call at 10:30 PM for a burst pipe. The Voice Agent books the job and the on-call plumber is assigned. The plumber gets a call and a short message service (SMS) text carrying the job date, time, address, and job type, and drives to the site instead of waiting until morning.
A heating, ventilation, and air conditioning (HVAC) company runs on-call shifts through the weekend. The Voice Agent books a no-cooling call on a Saturday night, and the assigned technician does not reach the phone in time. The Voice Agent retries the call one time, the technician answers, and the company still delivers same-night service.
A company that does not use Dispatch Pro turns on both Skills and Capabilities settings, so the Voice Agent assigns the on-call technician and notifies them. The technician hears the job details and heads out. Because the call is informational only, a change to the appointment still goes through the office.
How to prepare
01
If you use Dispatch Pro, go to Settings and open Dispatch Pro. In the Skills and Capabilities section, turn on Notify On Call Technician and make sure Dispatch Pro is set to Auto Mode. If you do not use Dispatch Pro, turn on both Assign On Call Technician and Notify On Call Technician under Agent Studio > Skills and Capabilities. Both are off by default.
02
Confirm technician profiles under Settings > Technicians have a mobile number and the correct business unit assigned, and that technician shifts are set up so a technician is actually available for the job type and time in question.
03
Brief technicians on the new outbound call and SMS. Let them know the call is informational only and cannot cancel or reschedule the job.
04
Note that this currently applies only to standard after-hours jobs booked through the Voice Agent. It does not yet apply to emergency bookings, business-hours jobs, Spanish-language calls, or calls handled through manual or interactive voice response (IVR) routing.
