Why doesn't my employee have access to the embedded dialer in ServiceTitan?

Problem

Your employee is unable to see the phone icon in ServiceTitan to make and receive calls through Dialpad.

Solution

Update Phones Pro seats

Only the Customer service representatives (CSRs) who have Advanced Seats can use the embedded dialer to take and make calls, and book jobs. For more, see Understand standard and advanced seats..

1. Check if the employee has received an invitation for DialPad through their ServiceTitan account.

2. If yes, go to Settings > Phones Pro > Account Setup to upgrade the employee's seat from Standard to Advanced.

3. Once the seat is upgraded, the phone icon will appear in their ServiceTitan account.