Block spam callers automatically in ServiceTitan or Dialpad

Problem

Businesses want to block all spam calls to save time for customer service representatives (CSRs) and other employees.

Solution

Enable call blocking for anonymous and high-spam-score callers in Admin Settings under Call Blocking & Spam Prevention. You can also add an automated response menu in the call routing settings, which filters out robocalls before they reach agents.

Adjust the Spam-Blocking feature in DialPad

1. In Dialpad, go to Admin Settings .

2. Navigate to the Department or Ai Contact Center you want to edit.

3. Scroll down to the bottom of the page and click Advanced Settings.

4. Under the Call Blocking & Spam Prevention section, select Anonymous callers and Callers with a high spam score.

Note: This will help reduce unwanted calls to some extent. However, there's a possibility that Dialpad may also block certain legitimate business calls if they're identified with a high spam score.

Add an Automated Response Menu for spam prevention

The robo callers typically cannot interact with the response menu, so the call hangs up before being routed to the agents in the call center/department.

1. In Dialpad, go to Admin Settings > Office > Main Line.

2. Click Business Hours & Call Routing.

3. Under the Call Routing section, click Edit Call Routing.

4. Under Routing Options, select Other routing options > To an automated response menu.

5. Click the first dropdown and select Forward to a department, office, contact center, or geo. router.

6. Click the second dropdown to choose the department, office, contact center, or geo router to forward the call to.