Reach leads faster with AI voice follow-up in Speed to Lead
Speed to Lead can now escalate unanswered text conversations to a live AI voice call, so a lead who doesn't respond to SMS still gets a real-time follow-up instead of going cold.
Available inCoreProMax
Feature type
Enhancement
Industry
Residential Service and Replacement
Roles
AdministratorsCSRs
Region
United StatesCanada
What's changing
Previously, Speed to Lead reached new leads by text message (SMS) only - if a lead didn't reply, the conversation stalled until a Customer Service Representative (CSR) manually followed up. Now, you can add a voice call step to your Speed to Lead campaign sequence. If a lead doesn't respond to SMS within your configured window, the AI Voice Agent calls them, offers real-time availability powered by Adaptive Capacity, and books the job, without CSR involvement.
Workflow comparison — before & after
← Before
✓ After
1.A new lead enters ServiceTitan from a source such as Angi, Google Local Services Ads (LSA), or a web form.
1.A new lead enters ServiceTitan the same way.
2.Speed to Lead sends an automated text message within seconds.
2.Speed to Lead sends the automated SMS within seconds.
3.The lead does not reply, so the conversation has no further automated follow-up.
3.If the lead doesn't reply within your configured window, the AI Voice Agent calls the lead directly.
4.A CSR has to notice the stalled lead and follow up manually, or the lead goes cold.
4.The AI Voice Agent has a real conversation, checks availability through Adaptive Capacity, and books the job.
⚠ Leads who don't respond to text can sit unattended, and manual follow-up depends on CSR bandwidth.
✓ No lead is left waiting on a text that never gets a reply, every unanswered conversation gets a second, higher-touch attempt automatically.
How it works for your industry
Residential Service and Replacement
- A no-heat call comes in through a web form at 9 PM. The AI Voice Agent texts first; when there's no reply in 10 minutes, it calls, confirms the issue, and books a technician for the next morning arrival window.
- A lead submitted through a web form for a broken water heater doesn't respond to the initial SMS. The AI Voice Agent calls to confirm the issue and get the job booked before the homeowner looks elsewhere.
- A lead from Angi doesn't respond to the initial SMS during business hours. The voice escalation reaches them on their commute home, when they're more likely to pick up a call than reply to a text.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have voice escalation and any prerequisite configurations enabled.
02
Confirm Adaptive Capacity is fully configured (technician shifts, arrival windows, job types) so real-time availability is accurate on voice calls.
03
Review Voice Agent Settings (Settings > Phones > Voice Agent Settings) to confirm persona, transcript, skills, job types, and dispatch fees are accurate before turning on voice escalation.
04
Identify which Speed to Lead campaigns should add a voice step, and set your escalation timing (e.g., after 1 hour of no SMS reply).
05
Bookmark the Speed to Lead Troubleshooting Guide and Academy resources for your team.