Field Pro v2 Settings, Permissions, and Teams

Overview

Everything you configure in Field Pro v2 lives in one place inside ServiceTitan: Settings > Field Pro > Settings. There's no separate dashboard to log into. This article covers the settings, the people in them, and the teams they belong to. Recording profiles, scorecards and signals have their own articles: Recording Profiles and Scorecards in Field Pro v2 and Signals in Field Pro v2: Types, Instructions, and Tuning.

Things to know

• You manage nearly all of Field Pro yourself on the Field Pro Settings page: users, teams, team access, signals, recording profiles and scorecards, recording controls, and delivery times.

• Day in Review is each technician's end-of-day summary in the ServiceTitan Field app (ST Field). Manager Insights Emails are a daily email for managers.

• Recording consent is one company-wide setting on the Consent tab. By default, technicians are asked to confirm the customer's consent before each recording starts. See Recording consent below.

Where Field Pro settings live

Go to Settings > Field Pro > Settings in ServiceTitan. The Field Pro Settings page has a tab for each area:

The General tab

The General tab holds three company-wide defaults, each with its own Save button:

• Day In Review: the default Day End Time, when technicians' Day in Review is prepared. It appears only when Day in Review is turned on for your company.

• Manager Insights: the Send Time for Manager Insights Emails, in your company's time zone.

• Recording Controls: whether technicians can cancel, stop or pause a recording (see Recording controls, and overriding them per technician below).

The Audit tab

The Audit tab lists changes to Field Pro settings. You can filter it by the person who made the change and open each change for details.

Users

The Users tab lists all your ServiceTitan users, technicians and office employees together. Your Field Pro users are your ServiceTitan users; you don't create them separately. Use the search and filters to find people by team, team access, type (Technician or Office) or whether Field Pro is on. Each row has two buttons: Edit Teams and Edit General Settings.

What an office user sees, and what a technician sees

Edit General Settings works differently for technicians and office users:

• Technicians: turn Field Pro on or off, turn Mid-Call Check-In on or off, override the company's recording controls, and change when their Day in Review arrives or turn off its notifications.

• Office users: turn Field Pro on or off.

Edit Teams sets a person's assigned team and team access. For office users, it also sets which teams their Manager Insights Email covers.

Turning Field Pro on for a person

To turn Field Pro on for one person, open Edit General Settings and check Enable Field Pro Advanced. This checkbox is the same as the View Field Pro permission, so changing it in either place has the same effect.

For most companies it's easier to include View Field Pro in the roles your technicians and managers use. A permission set on one person can be lost when their role is updated later. Enable job briefs isn't on this screen; set it in the role or on the employee's profile.

Change several people at once: select them on the Users tab and choose Bulk Edit Teams or Bulk Edit General Settings. You can select technicians or office users, but not both at the same time. Only the settings you change are applied.

Office users who review calls, such as CSRs or trainers, need only Field Pro turned on and the right team access. They see the same Field Pro pages a manager does, limited to the teams they have access to. They can't change settings unless they also have the settings permissions.

Mid-Call Check-In, per user

Mid-Call Check-In is on by default. A technician gets check-ins only when it's on both for them (Enable Mid-Call Check-In in their Edit General Settings) and for their recording profile (the profile's Mid-Call Check-In tab). To turn it off for one technician, clear it in their settings. To turn it off for everyone using a profile, clear it on the profile.

Recording controls, and overriding them per technician

On the General tab, Recording Controls has three checkboxes: Disable Recording Cancellation, Disable Recording Stop and Disable Recording Pause. Technicians can cancel, stop and pause unless you check them. To make an exception for one technician, use the same checkboxes in their Edit General Settings; their setting wins. These controls apply only in ST Field, where a disabled control appears greyed out.

Recording consent

The Consent tab controls whether technicians see a consent prompt before a recording starts, and what that prompt says and plays. To change it, you need the Edit Field Pro Settings permission.

Go to Settings > Field Pro > Settings and open the Consent tab. Changes don't take effect until you click Save Changes. Cancel throws away anything you haven't saved.

Turn the consent prompt on or off

Consent Required is on by default. When it's on, technicians see a consent prompt before recording starts and must tap Consent Received before anything is recorded. When it's off, recording starts automatically when the technician arrives, with no prompt.

When you turn Consent Required off, you're asked to confirm. The Disable recording consent? window says:

Turning this off removes the in-app prompt requesting that the technician obtain and acknowledge consent that the conversation will be recorded. Recording laws vary by location, and some require the explicit consent of every party. By disabling this setting, you confirm that your business has its own process for obtaining any consent required by law in the areas where your technicians work. ServiceTitan is not responsible for recordings made without proper consent.

Click Disable to continue, or Cancel to keep the prompt on. Then click Save Changes.

Use your own wording

By default, the prompt shows this text:

This visit is being recorded, and may be transcribed and analyzed using AI, for quality and training purposes.

To use your own wording:

1. Under Consent Prompt, turn on Custom text. 

2. Type your message in the box. The default text shows as a placeholder until you start typing.

3. Click Save Changes.

There's no character limit. On the phone, a long message scrolls, and the buttons stay in view. If you turn on Custom text but leave the box empty, technicians see the default text.

Use your own audio

Technicians can tap Play Audio Message in the prompt to play the message aloud for the customer. By default, the phone reads the prompt's text aloud with its built-in voice. To play your own recording instead:

1. Under Consent Prompt, turn on Custom audio. 

2. Click Choose File and pick your audio file.

3. Click the play button next to Custom message to listen to it.

4. Click Save Changes.

You can upload MP3, M4A (AAC), WAV, OGG, WebM or FLAC files up to 10 MB. There's no length limit. You can have one clip at a time: choosing a new file replaces the old one when you save. To go back to the default audio, click Remove and save, or turn off Custom audio and save. You can't save with Custom audio on and no file chosen.

Custom text and custom audio are separate settings. If you use both, make sure the recording says the same thing as the text.

Things to know

• Your settings apply to your whole company. Every technician sees the same text and hears the same audio. You can't set different wording for different teams.

• One language. You can save one message and one audio clip. To cover more than one language, include each language in the same message or recording. When there's no custom audio, the phone reads the text aloud in its own voice for the phone's language setting.

• The Custom text and Custom audio options appear only while Consent Required is on.

• Changes reach technicians' phones the next time the app syncs.

• Changes are logged. Each save is recorded on the Audit tab with the date, the person who made the change, and what changed: turning consent on or off, turning custom text or audio on or off, the new wording, and the audio file name. The audio itself isn't stored in the log.

• Review your wording. ServiceTitan doesn't review your message or recording. We recommend your counsel review the wording you use.

Day in Review, and overriding it per technician

Once Day in Review is turned on for your company, every technician with Field Pro gets it. Set the default Day End Time on the General tab (5:00 PM unless you change it). To change it for one technician, or to turn off their Day in Review notifications, open their Edit General Settings. Turning off notifications doesn't stop their Day in Review from being created. If you don't see Day in Review settings, ask your Pro Product Specialist to turn it on.

Teams and team access

Teams

Teams are how people are organized in Field Pro and how access is granted to recordings data. Manage them on the Teams tab.

• Create a team: select New Team and add a name, description and members. 

• Edit a team: change its name, description and members, and its Recording Profile Assignment.

• The default team: one team is always marked Default, and new Field Pro users are placed on it. To change it, open another team's menu and select Set as Default.

• Delete a team: you can't delete the default team, or a team that still has members with Field Pro. Move those people first.

• Move people: adding a technician to a different team moves them, gives them access to the new team, and removes access to their old one. Their past recordings move with them. 

Assigned team and team access are different things

Each person has an Assigned Team and Team Access, both set in Edit Teams:

• Assigned Team is the one team a person belongs to. A technician's recordings appear under it. For everyone, technician or office user, it's also the team that Field Pro pages filter to first.

• Team Access decides whose recordings a person can see, with a Has Access checkbox for each team. 

Everyone can always see their own recordings. When you assign someone to a team, Field Pro also checks Has Access for that team, so technicians can see their teammates' recordings. To limit a technician to only their own recordings, uncheck Has Access for every team.

To give someone access to every team, including teams you create later, check Has Access on the All Teams row.

Manager Insights Emails have their own scope

What a manager can see and what their Manager Insights Email covers are set separately. In Edit Teams, check Daily Insights Email for each team you want included. You can check it only for teams the person has access to.

A good setup: give managers broad team access so they can find coaching examples anywhere in the business, and include only their own teams in their email.

For a manager to receive Manager Insights Emails, all of these must be true:

• Manager Insights Emails are turned on for your company. Ask your Pro Product Specialist.

• The manager is an office user (not a technician) with Field Pro on and an email address.

• Daily Insights Email is checked for at least one team they have access to.

Each manager gets one Manager Insights Email a day, covering yesterday's activity for every team checked for them in Edit Teams. If a manager has more than one team, each team gets its own section. The email goes out after the Send Time on the General tab (in your company's time zone), once that day's coaching insights are ready, so with the default setting it usually arrives early in the morning. If none of a manager's teams had any activity, no email is sent that day.

Recording profiles

Every account has one default recording profile, which decides the scorecard for your recordings. To use different profiles for some teams or Job Types, see Recording Profiles and Scorecards in Field Pro v2.

Want to learn more?

• See Getting Started with Field Pro v2

• See Recording Profiles and Scorecards in Field Pro V2

• See Signals in Field Pro v2: Types, Instructions, and Tuning

• See Troubleshoot Field Pro v2 and FAQ