Contact Center Pro Home

Contact Center Pro transforms your call booking experience by streamlining customer interactions across multiple ServiceTitan accounts—all from a single, centralized platform. Designed for agents, managers, and admins, it ensures seamless communication with powerful tools like sentiment analysis to enhance training and performance management. With advanced, trade-specific features built to keep your team connected and customers satisfied you can deliver exceptional service anytime, anywhere.

Note: This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.

Setup

How to use it for your business

Contact Center Pro is a multi-tenant solution that helps companies execute core contact center workflows seamlessly through ServiceTitan.

Contact Center Pro helps you to:

• Monitor multiple accounts: Handle communications for one or multiple ServiceTitan accounts using a unified interface.

• Enhance agent performance: Leverage AI-driven sentiment analysis, and live call insights to improve agent training and customer interactions.

• Configure queues and workflows easily: Set up and customize call-handling workflows across multiple locations with flexible settings. Set up queues based on skills, availability, or custom rules to enhance efficiency.

• Apply date and time rules: Automate call handling based on business hours, holidays, and special schedules.

• Monitor queues in real-time: Ensure consistency and quality of communications through advanced queue monitoring and analytics. Track call volumes, wait times, and agent performance for optimized service.

• Check past communications: Access all your previous conversations easily and get all related details through Conversation History.

What you need to get started

Ensure these requirements are in place for a seamless setup:

• Have an Enterprise Hub account: Ensure your organization has an active Enterprise Hub account with at least one Admin user. If you only have one ServiceTitan account, you will receive the Enterprise Hub account for free. Follow this step-by-step guide for more.

• Add or port in your phone numbers: Integrate all business phone numbers into your ServiceTitan account for accurate call routing and logging – this includes your marketing tracking numbers, and your employee direct lines should you wish to keep the same numbers.

• Set up Job Booking preferences: Customize the Job Booking screen by adding fields that align with your team's workflow.

• Configure call reasons: Define call reasons to improve call classification, enhance call metrics, gain CSR performance insights, and optimize marketing reports.

• Learn about your recommended network options: Check the list of required ports, protocols, and FQDNs to help you properly configure your network for Contact Center Pro.

To get started with Contact Center Pro, request a demo on our Pro Products page or contact your Customer Success Manager (CSM) or Pro Account Manager.

Advanced setup

Use Contact Center Pro as a Customer Service Representative (CSR)

Get started as a CSR by mastering the core functions of Contact Center Pro, including logging in, setting up tabs, managing calls, and using ServiceTitan's call bubbles effectively.

• Contact Center Pro Onboarding: Use Contact Center Pro as a Customer Service Representative (CSR)

Contact Center Pro overview

Learn the fundamentals of Contact Center Pro to understand how to maximize its benefits.

• Contact Center Pro Inbox overview

• Call Center Monitoring overview

• Conversation History overview

• Contact Center Pro seat levels overview

• Contact Center Pro glossary

• Call tracking and recording overview in Contact Center Pro and ServiceTitan

Key workflows

Contact center agents

Understand the basics of working as a CSR using ServiceTitan Contact Center Pro.

• Answer incoming calls through Contact Center Pro

• Place outbound calls through Contact Center Pro

• Use your call bar in Contact Center Pro

• Close and classify calls in Contact Center Pro

• Set your status in Contact Center Pro

• Manage and view Customer and Location profiles using Contact Center Pro

• View and manage Second Chance Leads in Contact Center Pro

• Manage your voicemails in Contact Center Pro

• Contact Center Pro mobile app setup and overview

Contact Center Pro Voice Agents (VA)

Increase call capacity and improve customer service by automating routine tasks and providing 24/7 support with the Voice Agent.

• Configure your Voice Agent settings

• Manage job types and dispatch fees for Voice Agent calls

• Integrate Voice Agents into your routing workflows

• View and manage Voice Agent Follow Ups

Contact center managers

Review, filter, and handle conversations, while also supervising queues and agents as a manager in Contact Center Pro.

• View and manage closed communications in Conversation History

• Manage queues and agents through Call Center Monitoring

• View and manage Abandoned Calls

• Use Rollup Reporting for Contact Center Pro

Contact center administrators

Set routing rules, manage queues, and configure employee information as an administrator, ensuring your business runs smoothly and efficiently.

Account setup and management

• Manage Contact Center Pro permissions

• Set up new employee profiles in Contact Center Pro

• View and edit employee information through User Management

• Bulk update employee accounts in User Management

• Set up your default recording preferences in Contact Center Pro

• Set up Second Chance Leads for Contact Center Pro

• Share employee names with Contact Center Pro Mobile app

Contact center workflow setup and optimization

• Set call routing rules in Contact Center Pro

• Set up queues in Contact Center Pro

• Set up your Automated Response Menu (IVR) routing in Contact Center Pro

• Date and time rules overview

• Set up your Date/Time Rule: Recommended workflow

• Set up your call routing: Recommended workflow

• Configure voicemail settings in Contact Center Pro

Recommended workflows

• Set up your call routing: Recommended workflow

• Set up your Date/Time Rule: Recommended workflow

Troubleshooting and FAQ

Troubleshooting

Explore our troubleshooting articles for quick and efficient solutions to common Contact Center Pro issues.

• Contact Center Pro outage standard procedure

• Contact Technical Support with Contact Center Pro

• Resolve status sync issues in Contact Center Pro

• Resolve microphone and audio issues in Contact Center Pro

• Resolve audio and headset issues in Contact Center Pro

• Resolve dropped call issues in Contact Center Pro

• Resolve issues with incoming calls not connecting in Contact Center Pro

• Resolve errors when closing and classifying calls in Contact Center Pro

FAQ

Check the most frequently asked questions regarding Contact Center Pro. For more, see Contact Center Pro - FAQ.

Why does my browser say it needs permission to use the microphone, and why doesn't the Give Permissions button work?

If you haven’t given permission for Contact Center Pro to use your microphone, you’ll see an alert at the top of the page.

If the Give Permissions button isn’t working, you may have previously denied access to Contact Center Pro. To resolve this, manually update your microphone settings in Google Chrome. For more information, see Resolve microphone and audio issues in Contact Center Pro.

How do I set up a new employee on Contact Center Pro?

Configure account settings in ServiceTitan, Enterprise Hub, and Contact Center Pro to ensure your employee profiles are ready for Contact Center Pro. Follow these steps for a smooth process:

• Step 1: Set up a new phone number in ServiceTitan

• Step 2: Configure the employee account in Enterprise Hub

• Step 3: Configure the employee account in Contact Center Pro

• Step 4: Assign a number to the employee’s ServiceTitan profile

For detailed instructions, see Set up new employee profiles in Contact Center Pro.

How do I update permissions for Contact Center Pro users?

For your Contact Center Pro users/employees, all permissions going forward must be managed through Enterprise Hub, even ServiceTitan permissions. For more, see Quick start guide: Enterprise Hub Roles for existing ServiceTitan customers.

1. Go to Enterprise Hub > User Management > Roles.

2. Select the appropriate roles you want to change.

3. Review EnterpriseHub and ServiceTitan permissions, modify them, and click Save Changes.

Note: For the employees that don't use Contact Center Pro, manage permissions in ServiceTitan under Settings > Role Permissions (or Settings > People > Employees). For more, see Set permissions for an employee or technician role and Set permissions for an individual employee or technician.

We are using a new number for a marketing campaign. What do I need to do?

If your marketing team got new number(s) for a campaign, ensure they are assigned to a Routing Workflow before the campaign starts and the number is shared with customers.

Notes:

• Numbers must be assigned to an active Routing Workflow before the campaign is sent out. Otherwise, calls to these numbers will be disconnected.

• Newly acquired numbers are available in Contact Center Pro the next day. If it is time-sensitive, email ccprosupport@servicetitan.com for assistance.

To assign a number to a Routing Workflow in Contact Center Pro,  see Set call routing rules in Contact Center Pro.

Why doesn't the new phone number I acquired from ServiceTitan show up in Contact Center Pro?

Newly acquired numbers are available in Contact Center Pro the next day. If it is time-sensitive, email ccprosupport@servicetitan.com for assistance.