Voice Agent Multi-Agent Support is a new feature that lets businesses configure independent Voice Agent instances for different brands, service lines, or locations within a single ServiceTitan account. This Voice Agent update is available for basic phones and Phones Pro.
What's new?
Until now, each of your ServiceTitan accounts was limited to a single Voice Agent configuration — one greeting, one set of job types, and one set of dispatch fees applied to every inbound call, regardless of which brand or phone number the caller reached. With Voice Agent Multi-Agent Support, you can create and manage multiple Voice Agents within a single account. Each agent has its own name, greeting, job type selection, dispatch fees, and phone number assignment, so every caller reaches an agent that matches the business they called. You can also test different agent configurations to determine which setup drives the highest booking rate, for example, by adding follow-up questions, adjusting the greeting to reduce escalation or drop-off, or modifying dispatch fee messaging.
Note: This Voice Agent update is available for basic phones and Phones Pro.
Resources
Before and After
Before (Current)
A company running two brands under one account configures a single Voice Agent.
The same greeting, job types, and dispatch fees apply to all inbound calls.
Callers to the second brand hear job types and messaging meant for the first brand.
Misbooked jobs and a generic caller experience result.
Impact: Every inbound call uses the same Voice Agent configuration, regardless of which brand or phone number the caller reached.
Try the current workflow in your account.
After
An administrator creates a separate Voice Agent for each brand.
Each agent gets its own name, greeting, job type selection, dispatch fees, and assigned phone number.
Callers to each brand number reach an agent configured specifically for that brand.
Each Voice Agent handles bookings, data collection, and escalations using only the settings relevant to that brand.
Impact: Each brand delivers a tailored, professional automated call experience to every caller without requiring additional staffing.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators
Region availability: USA
How it works for your industry
Residential Service and Replacement
A residential company operates two brands — plumbing and HVAC — under one ServiceTitan account. Each brand gets its own Voice Agent with a distinct greeting, job type selection, and dispatch fee settings. Callers to the HVAC number hear only HVAC services, and the plumbing number connects to the plumbing agent.
A multi-location residential company sets up a Voice Agent for each location with location-specific greetings and service availability. Callers get accurate local service details rather than a generic response.
A residential services company with high after-hours call volume uses a dedicated overnight Voice Agent with a specific escalation chain, separate from the daytime agent with standard booking settings. Each agent handles its call window independently.
Commercial Service and Replacement
A commercial contractor operates three service divisions under one account — HVAC, plumbing, and electrical. Each division gets its own Voice Agent with division-specific job types and pricing. Callers to each division line reach the right agent.
A commercial company with a long-term client account creates a dedicated Voice Agent for that client's direct line with a custom greeting and tailored job type options. The general inbound line uses a separate agent with standard settings.
A multi-brand commercial services company assigns a distinct Voice Agent to each branded phone number, with separate dispatch fees and job type availability per brand. Each agent books and escalates independently.
How to Prepare?
Have an administrator reach out to Support or their Customer Success Manager (CSM) to have Voice Agent Multi-Agent Support and any prerequisite configurations enabled.
Identify which brands, service lines, or locations would benefit from separate Voice Agent configurations.
Confirm that each business unit has a distinct phone number or routing rule to assign to its Voice Agent.
Train administrators on the multi-agent setup workflow in Voice Agent settings so they can configure and manage each agent independently.
Bookmark the Voice Agent settings page for quick access when adding or editing agents after the release.