Add new user as a phones pro user: recommended workflow

This article shows you how to add a new user to ServiceTitan and how to add that user to Phones Pro.

Workflows

Add a new user to ServiceTitan

1. From your ServiceTitan dashboard, click Settings > People > Employees.

2. From the Employees screen, click Add. 

3. On the Add Employee screen, enter your information in the fields but leave the Office Phone and Mobile Number fields blank.

Assign the user a Phones Pro seat in ServiceTitan

1. From your ServiceTitan dashboard, click Settings > Phones Pro > Account Setup.

2. Select Standard or Advanced.         

   Note: Standard seats can be added to departments only and do not have access to the same features as advanced seats. Advanced Seat includes an embedded phone and provides the benefit of not having to click Call Bubbles and other features. We recommend this for your customer service representatives, call center managers, and other front office staff.

3. At the bottom of the Account Setup page, click Save.

The user receives an email titled "You've been invited to Dialpad" that contains a link to create their password. When their account is created, their Dialpad number automatically assigns to a new direct number.

Add the user to a Call Center or Department

1. In Dialpad, go to Admin Settings.

2. Click the department or call center you want to assign the employee to.        

   Note: Advanced seats can be added to both call centers and departments. Standard seats can only be added to departments.

   For a department, click Assigned Operators & Phones.

   1. For a call center, click Agents & Admins.

3. Click +Add people from your team. 

4. Enter the employee's name to search for it, then click their name to assign them to the call center or department.

Note: If you want to remove a user, contact the ServiceTitan support team.

Manage and swap Dialpad phone number

In Dialpad > Admin Settings > Office > Users section, you can view Phones Pro users with their Primary or Direct Dialpad numbers. To have multiple primary numbers, swap or manage primary numbers.

To swap Dialpad phone numbers:

1. In the Users section, click Options > Calling and select the Swap phone numbers option. 

The Swap phone number option allows you to switch the user's current primary number with another number. This way, the user is assigned two numbers: the newly added number, and the previously assigned number. If they want to exchange one phone number for another, they need to swap the desired number, and then remove the unwanted number.

The selected number becomes the primary number. You need to refresh the screen to see the change.

To manage Dialpad phone numbers:

1. In the Users section, click Options > Calling and select the Manage phone numbers option. 

The Manage phone number option allows you to view all numbers assigned to a user and remove any secondary phone numbers. The Primary number can't be removed. If you want to remove the primary number, swap it with another number, and then remove it.

To remove a secondary number:

1. Click Options > Calling > Manage Phone Numbers.

2. In the Manage Phone Numbers window that opens click Options and select Remove. 

The removed number goes to the reserve list in Dialpad.

Related Content

• Set up Phones Pro