Stay informed about unbooked Voice Agent calls with Voice Agent Email Notifications

  • Published on Apr 28, 2026
  • 3 minute(s) read
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Voice Agent Email Notifications is a new feature that automatically sends email summaries to your designated recipients after Voice Agent calls that end without a booked job, so your team can follow up quickly and recover more leads. This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro.

Notification of an unbooked call regarding urgent plumbing service request details.

What's new?

Before, when the Voice Agent handled a call but could not book a job—because a caller requested an unavailable time slot, asked for a live agent, or hung up before completing the booking—the only record of that interaction was a Voice Agent Follow Up. If your team was not actively monitoring the Follow Ups queue or Call tags, these missed opportunities could go uncontacted for hours.

With Voice Agent Email Notifications, ServiceTitan automatically sends an email summary to your designated recipients after each unbooked Voice Agent call. The email includes key call details, such as the caller's name, phone number, and call outcome, so your team has everything they need to follow up promptly and turn more missed calls into booked jobs.

Note: This Voice Agent update is for basic phones, Phones Pro, and Contact Center Pro. Please contact Support or your Customer Success Manager to have the feature enabled.

Resources

Before and After

Before (Current)

  1. A caller contacts your office and the Voice Agent handles the call.

  2. The Voice Agent cannot book the job—the caller requests an unavailable time slot, asks to speak with a live agent, or the call ends without a booking.

  3. The call result is recorded as a Voice Agent Follow Up.

  4. A team member must log in and manually check the Follow Ups queue or Call tags to find the missed opportunity.

  5. If no one checks the queue, the lead goes uncontacted and may be lost to a competitor.

Impact: Unbooked Voice Agent calls can go unnoticed for hours, increasing the risk of delayed follow-up and lost revenue.

After

  1. A caller contacts your office and the Voice Agent handles the call.

  2. The Voice Agent cannot book the job—the caller requests an unavailable time slot, asks to speak with a live agent, or the call ends without a booking.

  3. ServiceTitan automatically sends an email notification to your designated recipients with the caller's information and call outcome.

  4. A team member receives the email and follows up with the caller right away.

  5. The lead is recovered without requiring anyone to monitor the Follow Ups queue or Call tags.

Impact: Your team gets instant notification of every unbooked Voice Agent call, enabling faster follow-up and higher conversion of after-hours and overflow leads.

Who uses this feature

  • Residential Service and Replacement, Commercial Service and Replacement

  • Administrators, CSRs

  • Region availability: USA

 

How it works for your industry

Residential Service and Replacement

  • A homeowner calls after hours about a no-heat emergency. The Voice Agent collects the caller's information but cannot book a job because no technicians are available. ServiceTitan sends an email notification to the on-call manager, who calls the homeowner back within minutes and books the job before they contact a competitor.

  • A caller requests a same-day appointment that is not available in your schedule. The Voice Agent ends the call without booking. Your office team receives an email with the caller's name and phone number and follows up the next morning before the caller moves on.

  • Your CSRs start each day by reviewing email notifications from overnight Voice Agent calls that ended without a booking. They use the caller details to prioritize outreach and capture revenue that would otherwise have been missed.

Commercial Service and Replacement

  • A property manager calls after hours to report a failed rooftop unit at a commercial building. The Voice Agent collects the caller's details but the job scope falls outside its booking capability. An email notification goes immediately to your dispatch team, who coordinates an emergency response.

  • A caller representing a multi-location account asks for a specific technician by name. The Voice Agent cannot fulfill the request and ends the call. An email is sent to the account's assigned CSR so they can follow up with a personalized response.

  • You configure email notifications to go to both the office manager and the on-call dispatcher. When a commercial client calls outside business hours with an urgent request the Voice Agent cannot resolve, both recipients are notified and can coordinate a response together.

How to Prepare?

  1. Have an administrator reach out to Support or your Customer Success Manager to have Voice Agent Email Notifications and any prerequisite configurations enabled.

  2. Identify the team members—such as office managers and dispatchers—who should receive email notifications for unbooked Voice Agent calls.

  3. Train your team on how to use email notifications to prioritize follow-up on unbooked Voice Agent leads.

  4. Bookmark the Contact Center Pro Follow Ups queue to cross-reference email notifications with full call details when additional context is needed.

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