Set up your Voice Agent routing

  • Published on Apr 22, 2026
  • 4 minute(s) read
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Overview

After your Voice Agent is configured, connect it to your phone system so it can start receiving calls. The setup process differs depending on whether you use Basic Phones or Phones Pro (Dialpad). Follow the steps below based on your phone system configuration.

Who uses this feature

  • Administrators and managers

  • Applies to all business types

  • Applies to all trades

Feature configuration

  • This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, click here.

  • The Enable Default Call Type Feature Configuration is not compatible with this feature. Please turn it off in Feature Configurations.

  • The following permissions are required to use this feature. Please contact the account administrator on your team.

    • Forwarding Number Settings

    • Phone Settings

Things to know

  • Before routing live calls, set up a test line first to confirm the voice agent is receiving calls correctly without affecting your production routing. Any test calls you place with the Voice Agent will be included in your bill.

  • Customers should not dial the Voice Agent Forwarding Number directly, as these calls won't be logged in the Search > Calls section of your ServiceTitan account.

Set up routing for Basic Phones

Test line

To test the Voice Agent without affecting your live routing, set up a dedicated tracking number first.

  1. Go to the top toolbar and click Settings A simple icon representing a settings gear. .

  2. In the side panel, go to Phones > Phone Numbers.

  3. Select an existing number or create a new one.

  4. In the Set Forwarding Number section, enter your Voice Agent Forwarding Number.

  5. When finished, click Save or Add Number for newly added numbers.

User interface for setting a forwarding number and SMS options in a call system.

  1. Place a call to the tracking number and check if the call gets connected to a voice agent.

  2. After the testing is complete, update the forwarding number back to your standard tracking number to ensure calls route correctly if the number is used again.

Live line

Call routing for a live line is configured inside your third-party phone system — not in ServiceTitan.

  1. Log in to your third-party phone system and find the queue or routing rule associated with your main line.

  2. Update the forwarding destination in your workflow to the Voice Agent Forwarding Number.        

    Note: This can be applied at the end of a queue (when no agents are available) or via date/time-based routing rules — for example, after hours.

  3. Save your changes.

  4. Verify by testing the queue trigger condition — for example, let the queue time out and confirm the call reaches the voice agent.

Tip: Use date/time rules to send calls to the Voice Agent outside business hours while keeping your team as the primary destination during the day.

Set up routing for Phones Pro

Numbers are added in ServiceTitan. Call routing is configured in Dialpad using Contact Centers and Departments.

Test line

Set up an isolated Contact Center in Dialpad to test the voice agent without affecting your routing.

  1. In ServiceTitan:        

    1. Go to the top toolbar and click Settings  A simple icon representing a settings gear. .

    2. In the side panel, go to Phones > Phone Numbers.

    3. Create a new tracking number.

  2. In Dialpad:        

    1. Go to Admin Settings > Call Centers, or Departments.

    2. Click Add a contact center/department A simple icon in the shape of a plus sign. and fill in the name and description.

      User interface showing options to add a contact center in a management system.

  3. In the Phone Numbers section, click Add a number and select your newly added tracking number.

  4. Go to Business Hours & Call Routing, and then click Edit Call Routing.

    Call routing settings for open and closed business hours with prioritization options.

  5. In the Routing Options section, select Other routing options > To a team member, room phone, or external number.

  6. Enter the Voice Agent Forwarding Number to ensure unanswered calls are forwarded accordingly and press Enter to save the changes. Options for directing calls, highlighting the choice to find a team member.

  7. Place test calls to the tracking number to ensure the call gets connected to a voice agent.

Live line

To route live calls to the voice agent, update the fallback destination in your existing Dialpad Contact Center or Department.

  1. In Dialpad, open the Contact Center or Department associated with your main line.

  2. Go to Business Hours & Call Routing, and then click Edit Call Routing. Call routing settings for managing open and closed business hours effectively.

  3. Scroll down and find the Fallback Options section.

  4. Select To a team member / room phone / external number and enter the Voice Agent Forwarding Number to ensure unanswered calls are forwarded accordingly.

    Options for call handling when no operators are available during business hours.

  5. Press Enter to save the changes.

  6. Place a test call to confirm the fallback triggers correctly.

Escalation routing

To allow the voice agent to transfer calls back to your team — for example, for complex requests or live-agent escalations — configure a dedicated escalation path.

  1. In ServiceTitan:        

    1. Go to the top toolbar and click Settings A simple icon representing a settings gear. .

    2. In the side panel, go to Phones > Phone Numbers.

    3. Create a new tracking number.

  2. In Dialpad:        

    1. Go to Admin Settings > Call Centers, or Departments.

    2. Click Add a contact center/department A simple icon in the shape of a plus sign. and fill in the name and description.

    User interface showing options to add a contact center in a management system.

  3. In the Phone Numbers section, click Add a number and select your newly added tracking number.

  4. Go to Business Hours & Call Routing, and then click Edit Call Routing.

  5. Configure call routing rules for open and closed hours — pointing calls to the appropriate team or queue.

  6. In ServiceTitan:        

    1. Go to the top toolbar and click Settings A simple icon representing a settings gear. .

    2. In the side panel, go to Phones or Phones Pro > Voice Agent Settings. User interface displaying Voice Agent Settings with highlighted options and user selection.

    3. In the Voice Agent settings, click Edit next to Escalation and Rules.

    4. Under Escalation Paths, click + Add Path to add a new routing destination. Escalation paths for routing calls to specific departments or people are displayed.

    5. Enter the following:                

      1. Label: A name for this escalation path.

      2. Phone Number: The tracking number you created and associated with your call center in Dialpad.

      3. Keywords for Routing: Enter the words or phrases that should trigger this path.

  7. When finished, click Save.

Tip: Keep your escalation Contact Center separate from your main routing to avoid disrupting live-call flows during voice agent configuration changes.

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