Changing your Outbound Caller ID

Problem

When calling a customer through the mobile app, the customer sees the technician's personal phone number instead of the office number.

Solution

1. Contact ServiceTitan Technical Support for assistance with this issue.        

   Note: Ensure you have the Allow data change requests to support permission enabled for your account in Settings > People > Employees.

2. Provide the agent with the necessary information, including the fact that the customer sees the technician's personal phone number instead of the office number when calling through the mobile app.

3. The agent will check the back end of the account and edit the outbound caller ID.

4. The agent will ask for the customer-facing phone number that you would like customers to see when your technicians call them. Provide the customer-facing phone number to the agent.

5. The agent will configure the outbound caller ID to show the customer-facing phone number when technicians call customers through the mobile app.

6. Verify that the issue has been resolved by calling a customer through the mobile app and confirming that the customer sees the correct phone number.