Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Review recordings and transcripts for every call type in call details
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. This update is for companies on ServiceTitan Max only.
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What's changing
Before, the call details flyout showed a recording, classification controls, and a transcript only for calls handled by a Voice Agent. Every other phone call type opened without a transcript, so your team had to listen to a full recording to find out what was said. Now, the same flyout is available beyond Voice Agent calls, and what appears inside it depends on your packages. Accounts on ServiceTitan Max get a transcript for every phone call type. Accounts that are not on ServiceTitan Max get the call details flyout with the recording and the classification controls, without a transcript, unless they also have Voice Agent, in which case the Voice Agent transcript still appears on Voice Agent calls. The flyout looks and behaves the same as it did in the ST-78 release. When a call has no transcript, the transcript section does not appear at all.
This release also corrects transcription for accounts running both Contact Center Pro and basic phones. Before, only the Contact Center Pro leg of a call was transcribed. Now both legs are.
Workflow comparison — before & after
How it works for your industry
Residential Service and Replacement
- 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.
- 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.
- 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.
Commercial Service and Replacement
- A property manager reports a rooftop unit (RTU) failure overnight. A dispatcher reads the transcript the next morning to confirm the site address and access details were captured before the technician is sent.
- A facilities contact escalates a service level agreement (SLA) breach. The account manager reads the transcript of the original intake call to confirm what response time was promised.
- A supervisor reviewing a week of commercial intake calls searches transcripts for mentions of after-hours rates, and finds the three calls where the rate was explained incorrectly.
Residential Construction
- A homeowner calls about a whole-home remodel and mentions a budget range. The sales lead reads the transcript before the first estimate conversation, so the figure is not lost between the call and the visit.
- A caller says they are also speaking to another builder. A manager reads the transcript and sees how the objection was handled, then adjusts the script the team uses.
- A long discovery call covers several scopes of work. A project coordinator reads the transcript instead of replaying forty minutes of audio, and pulls the scope items into the estimate.
Commercial Construction
- A general contractor calls about a bid deadline. A coordinator reads the transcript to confirm the project name and the due date were both captured.
- A call is classified as a booked job but the caller only asked for pricing. A manager reads the transcript, corrects the classification, and keeps the reporting accurate.
- A project executive preparing for a handoff meeting reads the transcripts of the last three calls with the contractor, rather than asking the estimator to reconstruct them from memory.
How to prepare
- Listen to Call Recording is an existing ServiceTitan permission. It controls whether someone can play back a call recording.
- Download Call Recording is a new ServiceTitan permission. It controls whether someone can download a recording, separately from listening to one.
- View Transcript is a new ServiceTitan permission. It controls whether someone can read a transcript.
- Download Transcript is a new ServiceTitan permission. It controls whether someone can download a transcript.