This improvement stops Contact Center Pro agents from clicking call bubbles in ServiceTitan Core so you avoid call errors and keep reporting accurate.
What's changing?
Before, Contact Center Pro agents working in ServiceTitan Core could click call bubbles to interact with call details. Those clicks could trigger errors and misclassify calls, which hurt reporting and call handling quality. With this improvement, call bubbles linked to Contact Center Pro are no longer clickable in ServiceTitan Core. Agents manage live calls only in Contact Center Pro, so call tagging and outcomes stay in sync with your reports.
Resources
Before and After
Before (Current)
A Contact Center Pro agent handles an inbound call in Contact Center Pro while ServiceTitan Core shows a matching call bubble.
The agent clicks the call bubble in ServiceTitan Core to view or change call details.
ServiceTitan Core tries to handle the click while Contact Center Pro already controls the call.
The call can end up misclassified, and errors can appear in call handling or reports.
Impact: Call metrics, dispositions, and performance reports can be wrong, making it harder to understand true call volume and agent performance.
Try the current workflow in your account.
After
A Contact Center Pro agent handles an inbound call in Contact Center Pro while ServiceTitan Core still shows a call bubble.
If the agent tries to click the call bubble in ServiceTitan Core, nothing happens.
The agent uses Contact Center Pro to control, tag, and complete the call.
ServiceTitan Core reflects the final call details from Contact Center Pro, keeping reporting aligned.
Impact: Call classification stays accurate, errors are reduced, and call reports better reflect how your contact center handles calls.
Who uses this feature
All business types
Administrators, managers, CSRs
Region availability: All regions
How it works for your industry
Residential Service and Replacement
An agent in Contact Center Pro answers a no-heat call and sees the linked call bubble in ServiceTitan Core. Because the bubble no longer responds to clicks, the agent finishes all call actions in Contact Center Pro, so call source and outcome stay correct.
During a busy winter rush, CSRs taking back-to-back service calls keep ServiceTitan Core open for job history. They can still see the call bubble as a reference, but they handle transfers, holds, and wrap-up in Contact Center Pro, which keeps service call metrics reliable.
When a supervisor reviews same-day booking rates, they trust that call tags from Contact Center Pro match what appears in ServiceTitan Core reports because agents are not triggering hidden errors by clicking bubbles.
Commercial Service and Replacement
An agent in Contact Center Pro handling a rooftop unit repair call for a retail chain has both Contact Center Pro and ServiceTitan Core open. They ignore the call bubble in ServiceTitan Core and finish the conversation in Contact Center Pro, so the multi-location account's call records stay clean.
For emergency calls from property managers, CSRs might switch between multiple ServiceTitan Core tabs. Call bubbles stay visible but inactive, so no stray clicks interfere with Contact Center Pro call routing or call result codes.
When managers audit response times for service level agreements, they view reports knowing call dispositions and durations align between Contact Center Pro and ServiceTitan Core.
Residential Construction
An agent in Contact Center Pro takes a call from a homeowner about a new build schedule and logs it in Contact Center Pro. The call bubble in ServiceTitan Core does not accept clicks, so all follow-up notes and tags stay tied to the Contact Center Pro call record, not a separate ServiceTitan Core interaction.
Coordinators checking construction project records in ServiceTitan Core during a live call no longer risk clicking the call bubble and causing a misaligned call record. They view project details in ServiceTitan Core and manage the conversation in Contact Center Pro.
When leadership reviews inbound construction inquiry trends, they rely on Contact Center Pro call reports that are not skewed by accidental bubble clicks in ServiceTitan Core.
Commercial Construction
An agent in Contact Center Pro fields calls from a general contractor about a large project. They keep project details open in ServiceTitan Core but manage hold, transfer, and wrap-up actions only in Contact Center Pro because the ServiceTitan Core call bubble does not take clicks.
Project coordinators often juggle several calls while checking submittals in ServiceTitan Core. With non-clickable call bubbles, they avoid triggering errors and keep long-running project calls tracked only in Contact Center Pro.
When you analyze call volume and follow-up rates for commercial build projects, reports reflect the real number of calls handled in Contact Center Pro, since ServiceTitan Core no longer introduces extra misclassified interactions.
How to Prepare?
Confirm which teams use Contact Center Pro alongside ServiceTitan Core and share that call bubbles in ServiceTitan Core are now view-only.
Identify any training or scripts that tell staff to click call bubbles in ServiceTitan Core and plan to replace those directions with Contact Center Pro-only handling.
Train CSRs, managers, and other call-handling staff to manage live calls entirely in Contact Center Pro and treat ServiceTitan Core call bubbles as indicators only.
Align reporting practices so managers rely on Contact Center Pro reports as the source of truth for call classification and call outcomes.
Confirm that agents have the right permissions in Contact Center Pro and ServiceTitan Core to see call context without needing to click call bubbles.