Core Products
Accounting
Improve your QuickBooks Online integration with three accounting accuracy enhancements: This improvement delivers three enhancements to accounting integration workflows: service location invoice mapping for QuickBooks Online, customer reference data on vendor bills and vendor credits, and a notification to help prevent discrepancies when editing exported transactions in open accounting periods. What this means for you:
A commercial HVAC company serving a property management client with multiple buildings maps each building as a service location. Invoices export to the corresponding QBO sub-customer for each building, making per-location financial reporting faster and more accurate.
When a vendor credit is associated with a commercial job, the customer reference appears on the exported line items in QBO, supporting accurate job cost tracking across large accounts without additional manual steps.
An accountant receives a notification when editing an exported invoice in an open period, prompting them to update the record in their accounting software to prevent discrepancies.
Adaptive Capacity
Adaptive Capacity Advanced Reporting now features a redesigned view that aligns with Simple mode: This improvement redesigns the Advanced Reporting mode in Adaptive Capacity to match the visual layout and style of Simple mode, creating a consistent experience across both reporting views. What this means for you:
Your dispatcher manages multiple commercial accounts and uses Advanced mode to monitor capacity across BUs. Data is always visible inline, so he can spot scheduling gaps across arrival windows without hovering over individual cells.
A service manager uses the Sparse density setting during slower periods to keep the reporting view uncluttered, with up to four time windows showing at a time — just enough detail without visual noise.
Your operations manager applies a manual adjustment to open time capacity for a specific job type. The tree hierarchy structure lets her confirm which BU group the adjustment applies to before saving.
Save custom Adaptive Capacity Advanced Reporting views using the Advanced Reporting Settings Panel: This improvement to Adaptive Capacity Advanced Reporting adds a centralized Capacity Report Settings panel where dispatchers, administrators, and managers can control how capacity data is displayed and save preferred configurations as reusable templates. What this means for you:
A dispatcher managing multiple commercial contracts saves Open Time and Scheduled Work as two separate named templates, making it simple to switch between views when comparing available labor against committed hours.
An administrator at a multi-location commercial service company sets an org-level Dense density default so teams managing narrow arrival windows see eight time columns at once — without configuring settings each session.
A manager reviewing field capacity across business units turns off Strategic Rules to examine unadjusted capacity data, then saves that configuration as a named template to share with leadership during monthly reporting.
Set a minimum booking lead time to prevent last-minute arrival window bookings: This improvement adds a configurable Minimum Booking Lead Time to Adaptive Capacity so CSRs only see arrival windows with enough time remaining for dispatch and travel. What this means for you:
A commercial account coordinator calls to book a service visit during a window ending at 2:30 PM. With a 20-minute buffer set, that window is hidden once 20 minutes remain, preventing the shop from committing to a window they cannot fulfill.
A facilities team books HVAC service calls through a CSR. The shop enables a minimum booking lead time so technicians arriving at large commercial buildings have adequate time for check-in and staging after they are dispatched.
A commercial refrigeration company sets a 30-minute minimum booking lead time to prevent CSRs from booking emergency calls into arrival windows that are already nearly over, keeping the afternoon schedule realistic for dispatchers.
Customer Portal
See the next service date on equipment records in the Customer Portal: This improvement to the Customer Portal shows the next scheduled service or inspection date on equipment records, so customers can see upcoming service without contacting your office. What this means for you:
A facilities manager oversees a large commercial building with dozens of rooftop units (RTUs) and air handling units (AHUs) on a service contract. After logging into the Customer Portal, they can see the next scheduled preventive maintenance (PM) date on each equipment card without calling the office or reviewing paper service schedules.
A property management company managing multiple locations wants to confirm that an HVAC system at one of their sites has a scheduled inspection before the summer season. They open the equipment record in the portal, see the upcoming inspection date, and click through to the appointment details — all without contacting the service team.
A commercial customer receives a service agreement that includes quarterly inspections. In the Customer Portal, the next service or inspection date automatically reflects the soonest upcoming visit, so they know at a glance when a technician is expected on site.
Dispatching
Reschedule appointments in bulk directly from the Dispatch Board header: This improvement adds the Mass Reschedule button to the Daily and Weekly Dispatch Board header so dispatchers can reschedule appointments in bulk without switching to the legacy dispatch board. What this means for you:
A property manager cancels access to a building for the day, and a dispatcher needs to move all related appointments. They use Mass Reschedule directly in the Daily Dispatch Board to handle the change.
A commercial dispatcher identifies a group of preventive maintenance appointments that need to shift to next week. They bulk reschedule from the Daily Dispatch Board header without switching views.
An emergency service call requires pulling a technician off scheduled work. The dispatcher uses Mass Reschedule in the Daily Dispatch Board to move the technician's remaining appointments.
Field Mobile App
Access tagged Field Mobile App conversations instantly from @mention email notifications: This new feature delivers one-tap navigation from @mention email notifications directly to the exact conversation and message in the Field Mobile App. What this means for you:
A commercial HVAC technician is @mentioned in a thread reviewing preventive maintenance notes before a multi-unit inspection. Tapping the email link opens the Field Mobile App directly to the PM discussion without manual navigation.
A service manager tags a technician about a warranty coverage question on a commercial refrigeration job. The technician taps the email link and responds immediately from the Field Mobile App.
A dispatcher tags a technician in a project-level message thread to confirm a site access code. The technician opens directly to that message in the Field Mobile App and confirms without delay.
Reporting and Dashboards
Analyze deeper and act faster with Foundational Dashboard Enhancements: This improvement transforms Custom Dashboards from static summary views into interactive analytical tools — so you can move from summary to insight without leaving the dashboard. What this means for you:
A service manager tracks preventive maintenance completion rates by building a stacked bar chart grouping jobs by account, segmented by job type. They add an average line to see which accounts are above or below the mean PM completion rate.
An operations manager investigates a spike in warranty jobs. They click the "Is Warranty" stacked bar segment for a specific month to open a drill-in table. The table shows the individual job records — including Job ID hyperlinks — so they can review each job without leaving the dashboard.
A portfolio manager monitors revenue trends across multiple service lines by building time-series bar charts set to Weekly time buckets. The charts show seasonality patterns across a rolling 12-week view, supporting staffing and capacity decisions.
TitanExchange
Protect shared form templates and prevent unauthorized edits with TitanExchange Forms Lock and Update: This improvement enforces lock checks when updating shared Forms templates, helping avoid accidental edits. What this means for you:
A multi-location business prevents site-specific edits to standard service templates by enforcing lock checks.
Office employees importing new Forms can't overwrite templates marked as locked.
Administrators distribute updates only after reviewing and unlocking templates.
Voice Agent
Handle emergency calls, configure escalation triggers, and charge after-hours dispatch fees with Voice Agent: This improvement to Voice Agent lets you handle emergency calls safely and charge after-hours dispatch fees to capture premium revenue. This improvement impacts Voice Agent for basic Phones, Phones Pro, and Contact Center Pro. What this means for you:
A property manager calls after hours about a commercial HVAC unit failure affecting a retail space. Voice Agent identifies the emergency keywords and routes the call to the on-call commercial technician with the correct dispatch fee applied.
A facility maintenance coordinator threatens to call a competitor if an earlier appointment is not available. The escalation trigger for competitor threats transfers the call to your after-hours customer service representative (CSR) to retain the account.
A restaurant owner calls about a refrigeration emergency on a holiday. Voice Agent applies the holiday dispatch fee you configured for that job type and books the job for your on-call technician.
Customize your Voice Agent persona to match your company's brand: This improvement to the existing Voice Agent lets you personalize your AI agent's voice, speed, and tone so every call reflects your brand. What this means for you:
A commercial refrigeration company configures the Voice Agent with a calm, measured voice and sets Speed to Slower so facility managers calling about emergency service get a clear, professional intake experience.
A multi-location electrical contractor selects a voice that aligns with their corporate brand and turns off background office noise to convey a polished, enterprise-grade impression on all inbound calls.
A commercial plumbing firm resets all persona settings to default after testing, then has the office manager finalize the voice selection before going live on additional routing numbers.
Choose a Voice Agent conversation flow to match your booking strategy and reduce caller drop-off: This improvement to the existing Voice Agent lets you select which conversation flow your virtual agent uses when handling inbound calls, so you can align call handling with your booking strategy. What this means for you:
A commercial HVAC maintenance provider selects the Availability-First Flow for after-hours calls. Facility managers calling about urgent equipment issues learn immediately whether a technician can come the next morning, reducing call abandonment.
A commercial plumbing company keeps the Lead-First Flow because their intake process requires detailed contact and site information before scheduling. The virtual agent collects property address and contact details before sharing available slots.
A commercial refrigeration service company switches to the Availability-First Flow for its restaurant clients. Restaurant managers calling about broken equipment want to confirm a service window quickly, so the flow that leads with availability results in more completed bookings.
Pro Products
Dispatch Pro
On-Call Shift Support for Dispatch Pro: This new feature lets you control whether Dispatch Pro factors in on-call technician shifts when it assigns jobs, so your after-hours coverage is part of the automated dispatching workflow. What this means for you:
A commercial HVAC company handles after-hours maintenance for office buildings under service agreements. With the on call shift setting enabled, Dispatch Pro automatically routes overnight calls to on call technicians instead of leaving jobs unassigned until morning.
A commercial plumbing company receives an emergency backflow call at a restaurant on a Saturday night. Dispatch Pro checks who is on call and assigns the closest available technician, keeping the restaurant operational.
A multi-division mechanical contractor turns the on-call setting ON for their service division but overrides it to OFF for their commercial construction division, which does not run weekend shifts.
Job Extension Beyond Shifts: Control end-of-shift job assignments with Job Shift Extension to reduce scheduling gaps: This new feature lets you set how far past the end of a technician's shift Dispatch Pro can assign a job, so you can fill more appointment slots and reduce manual scheduling adjustments. What this means for you:
An electrical contractor manages technicians across multiple business units. The admin sets a 2-hour extension for the emergency response unit but keeps the default at 15 minutes for scheduled maintenance crews, matching each team's overtime tolerance.
A commercial HVAC company has a rooftop unit repair that needs to start by 3:00 PM. The assigned technician's shift ends at 5:00 PM, but the job is estimated at 2.5 hours. With the extension set to 30 minutes, Dispatch Pro assigns the job instead of skipping the technician.
A plumbing company's dispatcher reviews the Job extension limit column in the technician table and adjusts individual overrides based on each technician's willingness to work past shift. Technicians who prefer strict hours are set to Off, while those open to overtime are set to 1 hour.
Identify dispatch-specific jobs at a glance on the Dispatch Board: This improvement adds a distinct icon color to the lightning bolt on dispatch-specific jobs so Dispatchers can quickly tell apart automated Dispatch Pro jobs from other jobs on the board. What this means for you:
A dispatcher managing service calls across several commercial accounts opens the Dispatch Board and uses the colored bolt icons to confirm that Dispatch Pro has already assigned technicians to the high-priority preventive maintenance (PM) visits. She turns her focus to the remaining accounts that need manual coverage.
A commercial HVAC company runs Dispatch Pro alongside a large technician roster. When a last-minute service call comes in from a key account, the dispatcher scans the board, sees which jobs are already dispatch-specific via the colored icon, and assigns the new call to the next available technician without disrupting the automated assignments.
A multi-site facilities contractor uses Dispatch Pro to handle recurring commercial jobs. The dispatcher hovers over a colored bolt icon on an unfamiliar job, reads the updated tooltip to confirm its dispatch-specific status, and leaves it in Dispatch Pro's hands while manually reviewing the rest of the queue.
Marketing Pro
Swap images in Autopilot campaigns to launch on-brand emails faster: This improvement to Marketing Pro Autopilot lets you replace the default image on any Autopilot campaign with your own photo, so your emails match your brand and the moment you are marketing to. What this means for you:
A commercial HVAC company runs a planned maintenance campaign for property managers. They swap the default residential image for a photo of a rooftop unit to match their audience.
A commercial plumbing firm promotes backflow testing services. They replace the template image with a photo of a commercial backflow preventer to increase relevance.
An electrical contractor sends a quarterly energy audit reminder to facility managers. They swap in a photo of a commercial panel inspection to align with the service being offered.
Early Access
Contact Center Pro
Call and transfer to technicians directly from Contact Center Pro with Transfer to Technician: Transfer to Technician is an improvement to Contact Center Pro that lets agents call and transfer live calls directly to technicians in the field without leaving the platform. What this means for you:
A property manager calls to discuss a commercial refrigeration job in progress. The CSR selects the assigned technician from the Technicians tab and completes a warm transfer so the technician can address the property manager's questions directly.
A commercial caller wants to approve additional work before the technician on-site proceeds. The CSR reaches the technician through the Technicians tab without putting the caller on an extended hold.
An organization with multiple tenants allows the CSR to search for technicians across all assigned tenants from a single tab, so the right technician is found without switching between accounts.
Manage call continuity for all your companies directly in Contact Center Pro during outages: This improvement to the existing call continuity experience in Contact Center Pro gives administrators faster, clearer controls to protect incoming calls during outages, including the ability to activate call continuity across all companies at one time. What this means for you:
A commercial HVAC contractor managing multiple company accounts in Contact Center Pro uses the global switch to activate Voice Agent call continuity across all accounts during a platform outage, preventing missed emergency service calls from property managers.
A commercial plumbing company with separate service and maintenance divisions uses per-company controls to enable call continuity only for the division experiencing issues, while the other division continues to operate normally.
After an outage is resolved, a commercial administrator uses the Call Continuity screen to deactivate call continuity for all companies at one time and confirms the banner notification clears.
Use the Queue Performance Report to identify call handling bottlenecks and improve service levels: This new feature gives Contact Center Pro managers a dedicated report to measure how each queue handles inbound calls, so you can spot performance gaps and take action to reduce missed calls and improve service levels. What this means for you:
A commercial facilities maintenance company runs the report filtered by their Tenant Requests queue to track how long callers wait before a CSR picks up, then uses the data to justify hiring an additional CSR.
A regional commercial HVAC provider reviews rollover due to timeout versus rollover due to skip to determine whether their queue timeout setting is too long or agents are simply unavailable.
A commercial service manager uses the booking rate column on single-agent answered calls to compare conversion performance across queues handling different call types.
Manage your microphone and speaker settings directly in Contact Center Pro to resolve audio issues faster: This new feature lets you view, select, and test your microphone and speaker devices directly from the Contact Center Pro call bar so you can prevent and fix audio problems without leaving the app. What this means for you:
A CSR coordinating a large commercial HVAC service call switches from laptop speakers to a dedicated headset using the audio settings panel, so they can hear the facility manager clearly in a noisy office.
An administrator sets up a new workstation for a CSR. They open the audio settings panel to verify the microphone and speaker are detected and working before the CSR starts taking calls.
A CSR receives a warning banner that microphone access is blocked. They follow the instructions to allow access in their browser and reload, resolving the issue before their next call.
Dispatching Early Access
Manage technician schedules with Edit and Delete, Audit Trail Updates to control Non-Job Events with precision: This new feature in the Non-Job Event (NJE) panel lets you edit, complete, or delete events for one technician at a time and adds clearer history in the Audit Trail. What this means for you:
A dispatcher updates a safety meeting NJE for one technician assigned to a large site. The rest of the team keeps the event.
One technician completes a certification early. You mark the NJE complete for that technician only.
The Audit Trail links related NJEs, so you can review all changes tied to that event.
Schedule recurring non-job events by monthly weekday pattern and set end dates for recurring series: This improvement to the Dispatch Board lets dispatchers schedule recurring non-job events on a specific weekday each month and set an end date for any recurring series, replacing manual workarounds with a built-in scheduling option. What this means for you:
A facilities maintenance dispatcher schedules a monthly check-in with the property management team on the second Tuesday of each month, with the series ending at the contract renewal date.
A commercial HVAC dispatcher blocks the first Thursday of every month for a fleet vehicle inspection across the technician team. Setting an end date aligns the series with the fleet maintenance contract.
A dispatcher managing multi-site commercial accounts sets a recurring coordination meeting on the last Monday of each month that automatically stops when the project wraps up.
Save and reuse filter combinations on the Daily Dispatch Board with quick filters: This improvement to the Daily Dispatch Board lets dispatchers save their most-used filter combinations as named views and reapply them in one click, so they spend less time configuring filters and more time dispatching. What this means for you:
A commercial HVAC dispatcher managing three regional business units saves a view for each region. When checking on the East region mid-day, she selects East Region from the Saved Views dropdown and the board updates immediately.
A facilities maintenance company dispatcher creates a Priority Techs view filtered to senior-level skills. After the morning standup, she applies the view to confirm all high-priority jobs are assigned to qualified technicians.
A multi-location commercial plumbing operation saves views by office location. The dispatch manager cycles through each location view during shift handoffs to confirm coverage.