This new feature lets your sales reps get instant coaching on calls through natural voice or text chats with Field Pro in ServiceTitan, so they can improve between jobs instead of waiting for a manager review.
Note: Field Pro updates may arrive on a different schedule than other items in this release. Because Field Pro updates separately, the latest changes may appear shortly after this release goes live.
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What's new?
Before, reps had to wait for a manager to review call recordings or use Ask Field Pro in text mode on a single call, then dig through notes and try to remember feedback for the next visit. With Field Pro Chat (Rep Companion), technicians can debrief right after a call, ask follow up questions across several recent recordings, and run quick roleplays in voice or text, all in one place, so coaching becomes part of every workday instead of a separate meeting.
Resources
Before and After
Before (Current)
Finish a sales call with a homeowner or property owner.
Wait for a manager to find time to review the recording and send feedback.
Use text-only Ask Field Pro on a single recording to look for answers.
Try to remember key coaching points during the next call without practice.
Impact: Coaching is slow and uneven, so reps get fewer chances to practice and improve between live calls.
After
Finish a sales call with a homeowner or property owner.
Open Field Pro Chat (Rep Companion) in Field Pro app.
Debrief the call in voice or text, and ask Field Pro what went well and what to change.
Run a short roleplay to practice a better script or objection reply.
Repeat with several recent calls to spot patterns and plan next steps.
Impact: Coaching happens in seconds, so technicians build skills faster and turn more calls into sold work.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators, Managers, CSRs, Dispatchers, Accountants, Bookkeepers.
Technicians: Field technicians and sales reps who use call recordings and Field Pro app.
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A comfort advisor runs a quick voice debrief with Field Pro after a water heater call to check how they handled options and financing.
A technician uses Field Pro Chat to practice a simple script before offering a maintenance plan on the next tune up.
A sales lead asks reps to review three recent phone calls in Field Pro Chat before a weekly coaching huddle.
Commercial Service and Replacement
A service rep debriefs a long call with a facility manager and asks Field Pro to pull key concerns to use in a follow up visit.
A salesperson roleplays with Field Pro on how to present a multi-site service agreement for a small chain.
A team lead has reps review several recent recordings in Field Pro Chat to prepare for a bid review meeting.
How to Prepare?
Confirm which sales reps and technicians in ServiceTitan should have access to call recordings and Field Pro.
Identify a simple coaching flow, for example: debrief, roleplay, and review next steps after each key sales call.
Train sales reps, CSRs, and managers on when to open Field Pro Chat after a call and what kinds of questions to ask.
Align on how you will track results, such as close rate, average ticket, and follow up quality.
Bookmark any internal talk tracks or price presentation tools you want reps to use while they roleplay with Field Pro.