Understand standard and advanced seats

Overview

Assign advanced or standard seats when adding office employees to Phones Pro. Understand the differences between the two seat types so you can make an informed choice based on your business needs.

Things to know

• Advanced seats can be added to both contact centers and departments. Standard seats can only be added to departments. To learn more about the difference between contact centers and departments, see the Dialpad article.

• To remove or downgrade seats, contact Technical Support.

• When you assign a Phones Pro seat, the office employee you assign receives an invitation email from Dialpad requesting them to finish setting up their account and create their DialPad password. If the employee forgets their password, they can go to dialpad.com/forgotpassword to reset it.

• An office employee's Dialpad username is their ServiceTitan email address.

• If an office employee loses their invitation email, the Dialpad admin can re-send it at dialpad.com/accounts. Go to Office > Users > Options > Admin and click Resend Invite.

Standard seats

Standard seats include the following features:

• All essential phone functionality, including call forwarding and advanced routing

• Customized greeting and hold music for a personalized call experience

• Real-time call transcription for enhanced coaching opportunities

• Remote access to enable your employees to work from anywhere, anytime, by downloading the Dialpad app

• Unlimited talk time and recording on all calls

• You can only be added to departments

Technician seats

A standard seat allows technicians to use the Dialpad mobile app for making outgoing calls and receiving incoming calls. This functionality is covered by the TALK license in Dialpad.

• Technician seats don't support sending or receiving any SMS messages, including messages from the dispatch board or job details.    

  Tip: We recommend assigning them as standard seats with an office profile.

• Technician seats offer standard seat functionality, such as being added to departments, call forwarding and advanced routing, real-time call transcription, and remote access through the Dialpad mobile app.

If a technician needs a Phones Pro, we recommend they create an office profile and add it as a standard seat. This way, they can make outbound calls directly from the Dialpad mobile app and be included in call routing, while still receiving notifications through their original technician number.

Advanced seats

Advanced seats are designed for customer-facing roles, such as customer service representatives (CSRs). In addition to standard seat features, advanced seats include the following:

• An embedded phone experience, so you never have to leave ServiceTitan

• No need to click on call bubbles and only see relevant call bubbles

• Real-time call monitoring and sentiment to help you turn around a conversation mid-flight

• Real-time recommendations to give you access to the correct information the moment you need it

• Voicemail drop to enable you to move on to your next call quickly and efficiently

• In-queue callback to provide a better overall hold experience for customers

• You can be added to both call centers and departments

Want to learn more?

• Visit ServiceTitan Academy to enroll in ServiceTitan Phones Pro Account Setup for Admins

• See Phones Pro