ServiceTitan Phones Pro is a modern, cloud-based phone offering that is fully integrated with ServiceTitan and designed to improve your customer-facing team's performance, drive higher booking rates, grow revenue, and improve efficiency. The connected phone system improves booking accuracy and reduces time spent on abandoned calls and job bookings, letting you focus more on exceptional customer service.
Setup
What you need to get started
To prepare for Phones Pro, start with the basics:
Add or port in your phone numbers: Ensure that all business phone numbers are integrated into your ServiceTitan account for proper call routing and logging.
Register for texting: Complete the Register for Texting form to ensure your customer messages are delivered, as unregistered messages will be blocked.
Enable Chat: Activate and configure the Chat feature to manage customer text communications.
Review employee roles and permissions: Confirm your employees have access to all the right functions and pages for phones and messaging.
Set up Job Booking preferences: Customize the Job Booking screen by adding fields that align with your workflow.
Add Campaigns and Campaign Categories: Create campaigns and assign them to the appropriate categories to improve call analytics and tracking.
Set up your Call Reasons: Set up call reasons to improve call classification, which will enhance call metrics, CSR performance insights, and marketing reports.
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Quick start guide
To quickly get started with Phones Pro, follow these two steps: first, configure account numbers and employee seats, and second, select your phone type.
Step 1: Configure account numbers and employee seats
Set a call continuity number, room phones, and fax lines
Go to the navigation bar and click Settings
> Phones Pro > Account Setup.Enter your Call Continuity Number and click Save.
In the Room Phones section, enter a Room Phone Name as needed and click Add Room.
In the Fax Lines section, click Add
until the number of fax lines matches your desired number.
Assign employee seats
Go to the navigation bar and click Settings
> Phones Pro > Account Setup.Select the appropriate seat type for the employees based on their company roles. Office employees can have Standard or Advanced seats.
If the employee is going to be an administrator for Phones Pro, under Admin Access, select Yes. By default, employees added to Phones Pro aren't administrators.
When finished, click Save.
Add and assign tracking numbers
Go to the navigation bar and click Settings
> Phones Pro > Phone Numbers.Click Add New Number.
Search by the Area code, ZIP, or both, and click Search Numbers.
Select the number you want to add and click Choose Number.
A new window opens.In the Set Call Continuity Number field, enter the emergency fallback option for your company. You can also choose to use the default number.
In the Allow Incoming SMS section, click Yes to receive texts to this number.
Select a campaign from the Set Campaign dropdown.
Choose the Default Call Type and select Tracking as the number type.
In the Assign Number to Target section, select Office to assign the number to your main line. You can also choose to assign it to a Call Center or a Department.
Step 2: Choose your phone type
Use the Dialpad desktop application
Go to Dialpad.com/download/.
Based on your device system, click Download 32-bit or Download 64-bit to install the application on your computer.
Use the Dialpad web application
You can access the Dialpad web app in two ways:
Go to Dialpad.com/app.
Go to Dialpad.com/settings and click Launch Dialpad.
Use the Dialpad mobile application
Navigate to the App Store or Play Market based on your mobile device.
Search for Dialpad and tap Get to install the mobile application.
Use the Embedded Phone
Go to the navigation bar and click Phones Pro.
Click View Phone Preferences, then click Phones Pro again.
Turn on the Enable the embedded phone toggle.
For in-depth guidance on using Phones Pro, refer to the Onboarding section.
Advanced setup
Explore the Phones Pro Onboarding Guide to master all the essential workflows for effectively using Phones Pro.
Part 1: Set up your account for Phones Pro
Begin by configuring account numbers and assigning employee seats. Ensure you have the recommended hardware for optimal performance and choose a network connection that best suits your needs.
Part 2: Manage your Dialpad account
Understand the differences between the Main Line, Contact Centers, and Departments. Then, select the phone types you'll be using for your setup.
Part 3: Use Phones Pro as a Customer Service Representative (CSR)
Learn how to place, receive and transfer calls using Phones Pro. Additionally, learn how to set your working hours to manage your availability effectively.
Part 4: Use Phones Pro as an Administrator
Establish call routing rules, configure hold queues, utilize assist cards, as well as monitor and analyze the performance of your CSRs as a Phones Pro Administrator.
Key workflows
Phones Pro overview
Explore how Phones Pro can optimize your business operations with real-time insights, call monitoring, and automated processes.
With instant alerts and monitoring features, optimize job bookings and improve customer interactions in real time, ultimately elevating the overall calling experience.
Analyze customer sentiment and real-time call transcripts to identify support needs and training opportunities for CSRs. Gain immediate insights into call performance, reduce wait times, and discover new ways to meet customer needs.
Simplify the call booking process as Phones Pro automatically clicks call bubbles and attributes them to Advanced Seat users, minimizing the risk of human error.
With the DialPad mobile app, take your calls anywhere so that you won't miss any opportunities to save deals or close sales.
Dialpad overview
Discover Dialpad phone types and choose the one that best fits your business needs.
Registration for messaging
Reduce spam and increase reliability and throughput involved with text messaging. Ensure to register your business for messaging to send any text messages through ServiceTitan. For more, see Customer Notifications.
Register and manage your TCR Brands and Campaigns in ServiceTitan
Set up outbound (default) numbers for text notifications (SMS and MMS)
Key features
ServiceTitan Phones Pro helps you to:
Customize Call Routing so calls ring to specific groups of people
Manage Hold Queue settings according to your preferences
Personalize Advanced Settings for call centers and departments within your office
Set Business Hours and Holidays for your office
Use the ServiceTitan Embedded Dialer as a direct integration with DialPad into the ServiceTitan software
Evaluate employees' performance and service level with DialPad advanced analytics
Administrators
Overview
ServiceTitan settings
Configure your ServiceTitan account and enable Phones Pro for employees as a Phones Pro Administrator.
Dialpad settings
Customize call center settings in Dialpad, set call routing rules, hold queues and workflows to optimize your call center performance.
Call center managers
Supervise call centers and evaluate employee performance with ServiceTitan Phones Pro.
Standard Seat users
Learn the basics of being a Standard Seat user with ServiceTitan Phones Pro.
Advanced Seat users
Understand how to operate as an Advanced Seat customer service representative (CSR) with ServiceTitan Phones Pro.
Second Chance Leads
Enable Second Chance Leads and use Titan Intelligence to learn which unbooked calls are potential leads.
Messaging
Maintain your customer communication through ServiceTitan's chat feature. For more, see Customer Notifications.
Troubleshooting and FAQ
Troubleshooting
Address Phones Pro issues quickly and efficiently by exploring our troubleshooting articles, which detail the most frequent problems and their solutions.
Phones Pro - FAQ
Take a look at the top FAQs regarding Phones Pro. For more, see Phones Pro FAQ.
How do I schedule time with a Phones Pro specialist?
For issues such as setting up your auto attendant recordings or assigning extensions, you can contact Technical Support and they can assist with this.
What are the next steps to complete setup?
If you haven't yet received any direction for how to complete your Phones Pro setup, follow these instructions:
Reach out to your Pro Account Manager (PAM) for Phones Pro. Your PAM is the first point of contact for potential Phones Pro customers.
Send an email to your PAM and ask them to reach out to you with the next steps.
Note: If you are not sure who your PAM is, you can find out by checking your emails or by contacting ServiceTitan Technical Support.
Once you have contacted your PAM, they will let you know what the next steps are.
If you have already sent in your Network test, your PAM will schedule a Discovery Call with you to discuss your setup and next steps.
Can I remove phone numbers?
You can’t remove tracking numbers directly from your account. An administrator must contact ServiceTitan Technical Support, provide the number to remove, and reply to the confirmation email to approve the request.
How do I track and return missed calls that went to voicemail?
Missed calls show up and are classified in ServiceTitan as Abandoned. You can locate these calls on the Dashboard in the Agent Scorecard section. Click Abandoned.
A manager should regularly click each abandoned call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click Manual Call from the Calls screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can create a new lead.
Business registration for messaging - FAQ
Check the most frequently asked questions for business registration and messaging. For more, see Business registration for messaging - FAQ.
What is the 10DLC registration process?
You should register your business information by submitting company details in ServiceTitan. The submission process only takes a few minutes, but it takes 7-10 business days for the mobile network operators to vet your registration. For more information, see Register your business for SMS and MMS delivery.
Note: Marketing Registration needs to be completed separately. For more, see Submit Marketing Registration.
How does 10DLC impact my business?
This affects all text communications delivered through ServiceTitan, including customer notification texts, chat, alerts, dispatch SMS messages, and review requests through Marketing Pro.
To avoid message blocking by mobile carriers, all ServiceTitan customers must register their business information by submitting company details. Registration is mandatory to send text messages. U.S. carriers have additional fees for registration, campaign use cases, and carrier surcharges on 10DLC traffic. Like other SMS providers, ServiceTitan passes these fees through to customers, which are reflected on billing statements.
What do I need to do to help my company's brand get registered with the TCR for 10DLC?
To help your company’s brand get registered with the TCR for 10DLC:
Complete your brand registration in TCR Brand Management.
Ensure your company has a website (or online presence) to be approved.
Have a dedicated area on your website with the following:
Call-to-Action (CTA): A clear invitation for customers to opt in to a messaging campaign, outlining the program details, consent requirements, and key disclosures.
Privacy Policy: The rules of participation in the messaging campaign, including message types, frequency, costs, and customer support information.
Terms & Conditions: Explains how customer data is collected, used, and protected, while assuring it will not be sold or misused.
For more information, see TCR campaign guidelines and requirements.