Core Products
Calls
This enhancement extends the call details flyout beyond Voice Agent calls, so you can review the recording, the classification controls, and the transcript for other phone call types in the same place.
Scenario 1
A homeowner calls about a failed air conditioner and the call is logged as unbooked. A manager opens the call details flyout, reads the transcript, and sees the caller actually asked to reschedule an existing visit, then corrects the classification without replaying the call.
Scenario 2
A new Customer Service Representative (CSR) takes twenty calls in a week. Their manager searches each transcript for the pricing question rather than listening to twenty recordings, and coaches the specific wording that lost two bookings.
Scenario 3
A homeowner disputes what they were quoted for a water heater replacement. The office opens the call, reads the transcript, and confirms the figure that was given before responding.
Field Mobile App
This enhancement brings the deposit amount your office already configured into the Field Mobile App, and lets a technician set the deposit for a single estimate before sending a proposal for signature.
Scenario 1
A sales representative inspecting storm damage sells a full roof replacement, selects Perform Work Later so the crew and materials can be scheduled, and taps Collect Deposit. The 30 percent your office configured is already selected and labeled Default, so the deposit that funds the material order is taken on site instead of confirmed by phone.
Scenario 2
A representative presenting a roof replacement adds gutter and downspout replacement as a separate estimate. Sending both proposals by email, the representative leaves the standard deposit on the roof and lowers the deposit on the gutter work, so a smaller scope does not carry the same up-front cost as the main job.
Scenario 3
A homeowner wants to compare bids before committing. The representative texts the proposal with Collect Deposits turned on and the amount set, and the homeowner signs and pays that exact deposit later in Customer Portal, with no follow-up call from your office.
Financing
Prescreen Financing is a new feature that generates firm, pre-approved credit offers from GreenSky or Synchrony for homeowners you already serve, so a financing conversation can start before the estimate rather than after it.
Scenario 1
A heating, ventilation, and air conditioning (HVAC) homeowner books a diagnostic on a failing condenser. Because a pre-approval already exists, your technician can present a full replacement rather than a repair, knowing the funding is in place.
Scenario 2
A plumbing homeowner books a water heater call. The pre-approval banner shows on the job summary before your technician arrives, so the dispatcher can assign a technician who is comfortable selling a tankless upgrade.
Scenario 3
An electrical homeowner schedules a panel inspection. Your technician sees the pre-approved amount on the estimates screen and builds a scope that fits it, instead of quoting low and hoping.
Virtual Agent
Voice Agent's escalation settings now let you decide, trigger by trigger, whether a call gets handed to a live person or the Voice Agent takes a message, plus new built-in trigger types, and the ability to build your own custom triggers for situations unique to your business.
Scenario 1
A residential HVAC company builds a custom trigger to escalate any caller who mentions a safety concern like a gas smell, so those calls always reach a live dispatcher instead of Voice Agent taking a message.
Scenario 2
A plumbing company sets the trigger for a caller who wants an earlier appointment to Take a message, so the Voice Agent captures the request overnight and the office follows up in the morning rather than waking the on-call dispatcher.
Scenario 3
An electrical company adds a custom trigger for callers asking about a past visit, so those calls go straight to the office manager who has the job history in front of them.
This enhancement gives you three layers of control over post-call task creation and routing, allowing the Voice Agent to handle more calls independently and boost overall call containment.
Scenario 1
A business already using Dispatch Pro to dispatch technicians on booked jobs turns off tasks for Booked calls, keeps Unbooked and Excused calls on, builds out specific task types like "Refund Request" and "Credit Card Update" with descriptions, and assigns billing-related task types straight to their billing specialist, letting the Voice Agent fully handle those calls without a live handoff.
Scenario 2
A larger call center that already staffs every escalated call turns off tasks for Escalated calls, since their live team already creates its own follow-up record.
Scenario 3
A dispatcher uses this feature in their daily workflow to improve efficiency and reduce manual steps.
This improvement to Voice Agent lets you control, for each job type, whether your voice agent can reschedule or cancel an appointment independently of whether it can book one.
Scenario 1
A plumbing company wants its voice agent to keep booking drain cleaning calls but require a person to approve any cancellation, since same-day cancellations are hard to refill.
Scenario 2
An HVAC company lets its voice agent reschedule and confirm seasonal tune-up appointments, but turns off cancellations so a technician's day never clears without a person reviewing it first.
Scenario 3
A pest control company allows its voice agent to book and cancel one-time treatment visits, but requires a person to reschedule recurring service appointments, since those follow a set route.
This enhancement lets you set the exact wording your Inbound SMS Agent uses to open a new text conversation, instead of leaving the greeting entirely up to the agent.
Scenario 1
A residential HVAC company can open every new text with a line like "Thanks for reaching out to Titan Heat and Air, how can we help with your heating or cooling today," so whoever is texting in during a heat wave knows right away they reached a real local company that can help.
Scenario 2
A residential plumbing company can use the opening message to mention after hours availability, so someone texting about a leak late at night gets a calm, on brand response before the agent asks any qualifying questions.
Scenario 3
An electrical contractor covering several neighborhoods can set an opening message that names the exact service area, so someone texting in confirms they reached the right business for their location before the conversation goes any further.
Turn cold estimates into booked revenue by letting your Virtual Agent follow up automatically over text, answer customer questions, and hand the win straight to your team the moment an estimate is approved.
Scenario 1
A homeowner gets an estimate for a new water heater but doesn't approve it on the spot. Two hours later, Virtual Agent texts to check in and answer any last questions.
Scenario 2
A customer replies asking whether the estimate includes labor. Virtual Agent answers from the estimate on file instead of the customer waiting for a callback.
Scenario 3
The customer taps the secure link and approves the estimate at 9pm. It moves into your Sold Estimates tab overnight, ready for your team the next morning.
Appointment Move Up now works for any Voice Agent account, not just Dispatch Pro customers, so your office can text customers about earlier openings by simply tagging the job. This feature is currently in Private Preview and not available for all accounts.
Scenario 1
A residential HVAC company gets a same-day cancellation. Instead of calling five customers one by one, the dispatcher tags the next few scheduled jobs "move up if earlier today," and ServiceTitan texts each customer about the open slot.
Scenario 2
A plumbing company wants to offer earlier slots, but only if it's still at least two days out so the office can plan around it. They set up a "no sooner than 2 days" tag and apply it to jobs they're comfortable moving.
Scenario 3
An electrical contractor without Dispatch Pro has been manually calling down a list of move-up candidates. Now the office tags those jobs once, and the texting happens automatically, freeing up staff time for other calls.
Pro Products
Dispatch Pro
This improvement to workstreams makes the workstream a dispatcher selects act as a firm boundary on the new Dispatch Board, the Jobs Tray, and the Activity Center, so dispatchers see and act on only the work assigned to them.
Scenario 1
A residential service company running plumbing, heating, ventilation, and air conditioning (HVAC), and electrical business units gives each dispatcher a workstream for their trade, so the plumbing dispatcher never sees the electrical board.
Scenario 2
A company with dispatchers split across metro areas scopes each one to the zones they cover, so a dispatcher in one market cannot reschedule a job in another.
Scenario 3
A maintenance-heavy company keeps a separate workstream for its recurring maintenance teams, so the dispatcher handling demand calls is not sorting through maintenance visits.
Scheduling Pro
This new feature brings the message leads from your Google Local Services Ads into ServiceTitan, so your team can answer people who ask for a quote instead of losing them to a faster competitor.
Scenario 1
A homeowner with no heat taps Get Quote on your ad at 9pm, and your automatic reply reaches them before they message the next company on the list.
Scenario 2
Your heating, ventilation, and air conditioning (HVAC) team sees the request in ServiceTitan the next morning with the address already attached.
Scenario 3
A weekend plumbing request no longer waits until Monday for somebody to check the Google inbox.
Early Access
Calls
Voice Intelligence with ServiceTitan Calls is now in Early Access for companies on ServiceTitan Max. It reviews every recorded call your team takes and gives you an objective read on what actually happened.
Scenario 1
A homeowner calls about a failed air conditioner in August and hesitates at the diagnostic fee. Voice Intelligence records the objection as a price concern and quotes the words the caller used, so you can adjust how your team answers that question during peak season.
Scenario 2
A call is logged as a general question but the caller actually described a broken water heater. Voice Intelligence marks the call as bookable and flags an outcome mismatch, so you can recover the lead.
Scenario 3
A new CSR scores low on gathering information across her first week. The scorecard shows which questions she skipped, so her manager can coach the specific gap rather than the whole call.
Contact Center Pro
This enhancement lets administrators build their own call scorecards in Voice Intelligence and set rules that decide which scorecard grades which calls, instead of every call being graded against one ServiceTitan-defined standard.
Scenario 1
A residential heating, ventilation, and air conditioning (HVAC) business adds a scoring component for whether the customer service representative (CSR) offered the maintenance plan, so plan attach rate shows up in the score instead of in a separate report.
Scenario 2
A plumbing company weights Information Gathering at 40 percent, because incomplete address and access details are what drive their callbacks.
Scenario 3
An electrical business builds a separate outbound scorecard for missed-call follow-ups, graded on speed and on whether the caller was offered a same-day slot.
Enterprise Hub
Benchmark+ is a new performance intelligence module in Enterprise Hub that shows how your revenue and operational results compare against similar businesses in your trade, region, and size segment.
Scenario 1
A group of residential heating, ventilation, and air conditioning brands reviews the 4-Quadrant View after a strong summer and finds that two locations grew revenue but dropped in percentile rank, meaning nearby competitors grew faster. The group shifts marketing spend toward those two markets.
Scenario 2
A plumbing operator sees its call booking rate sitting below the peer band in Tenant Details while average ticket sits above it, which points the coaching conversation at the front office rather than at the field.
Scenario 3
An owner building a case for a new location uses Custom Clusters to compare only against residential businesses of similar technician count in the same climate region, rather than against the default peer group.
Marketing Pro
Demand Orchestration brings capacity aware campaign recommendations into Command Center, so a business unit that is tracking short of its booking goal gets a ready to launch campaign before the schedule thins. This feature is currently in Private Preview and not available for all accounts.
Scenario 1
A heating, ventilation, and air conditioning (HVAC) shop sets a booking goal for its service crew. Two weeks out, the crew is forecast to fall 52 job hours short, and a maintenance promotion is recommended with the audience and channels already set.
Scenario 2
A plumbing business unit is tracking under its booking goal heading into a slow stretch. Instead of building a campaign by hand, the recommendation arrives with a plain language reason explaining why that campaign was chosen for that business unit.
Scenario 3
An electrical business unit has open estimate value sitting unclosed. A follow up campaign is recommended so the estimates can be worked before the schedule softens.
The Segment Assistant is a new feature in Marketing Pro v2 that turns a plain-language description of the audience you want into the segment builder's own inclusion and exclusion filters, so you can build a targeted segment without translating your goal into conditional logic yourself.
Scenario 1
A marketing manager preparing a maintenance campaign describes homeowners with aging heating, ventilation, and air conditioning (HVAC) equipment and no membership, and checks the proposed inclusion and exclusion filters against what was intended.
Scenario 2
A business owner running a membership renewal campaign asks for members whose agreement ends in the next 90 days, excluding anyone with a job already on the schedule, and sees the reach before the segment is saved.
Scenario 3
An office manager following up on unsold estimates describes the audience in a sentence, then corrects the single date filter the Segment Assistant assumed, leaving every other filter in place.
Marketing Pro Reputation
Marketing Pro Reputation now lets you review and act on publisher-suggested changes to your business listings, like address, hours, or category updates, directly from ServiceTitan, instead of logging into a separate Yext account.
Scenario 1
A residential heating, ventilation, and air conditioning (HVAC) company sees a publisher suggested a corrected phone number for one of its locations, reviews it against the current listing, and approves it in seconds.
Scenario 2
A second location shows an incorrect suggested business hours change, which the office manager rejects to keep the listing accurate.
Scenario 3
A multi-branch plumbing company checks the Improvements column each week as part of its listing hygiene routine.
Reporting and Dashboards
Reporting Analytics is a new reporting and dashboard experience that brings your metrics, your recent work, and the answers you are looking for onto one screen, so you spend less time hunting for a report and more time acting on it.
Scenario 1
A service manager opens the landing screen in the morning and sees completed revenue, booked jobs, and average ticket without opening a single report, then clicks into the one dashboard that looks off.
Scenario 2
An owner sets an alert on conversion rate so they are told when it drops, instead of checking a dashboard every day to find out.
Scenario 3
An administrator grants a new dispatcher access to job and scheduling data by choosing one data domain, and that access then applies to the dashboards the dispatcher sees, anything they export, and any scheduled email they receive.
Scheduling Pro
This enhancement adds an Abandoned Lead SMS Recovery tile to the Automations screen, so you can see whether your short message service (SMS) follow up is running and manage it from the same screen as the rest of your automations.
Scenario 1
A homeowner starts your scheduler at 9pm to book a no heat call, gets distracted, and never finishes. A short message service (SMS) follow up goes out a few minutes later with a link that returns them to the booking they started.
Scenario 2
Your marketing manager opens the Automations screen on Monday morning and sees the tile reading Inactive, so the follow up gets switched on before the week's lead spend goes out.
Scenario 3
At the end of the month, the tile shows how many tune up bookings came back through the follow up text, so you can weigh that against what you spent on the ads that drove those leads.