Abandoned Call Recovery with Contact Center: Setup and Workflow in ServiceTitan Max

Overview

Every missed Call is a Lead competitors are happy to pick up. In ServiceTitan Max, Abandoned Call recovery is a connected workflow across ServiceTitan Contact Center Pro, Titan Intelligence (TI), and Voice Agent — not a single screen. Customer Service Representatives (CSRs) work two prioritized Urgent Follow Ups queues — Abandoned Calls (callers who hung up before reaching an agent) and Second Chance Leads (calls that were answered but didn't book) — while Voice Agent reduces the volume that reaches those queues in the first place.

This guide walks administrators through configuring the recovery stack, then shows CSRs how to work the Abandoned Calls queue day to day. For working the Second Chance Leads queue — reviewing flagged leads, statuses, notes, transcripts, and conversion reporting — see Second chance leads CSR best practices in ServiceTitan Max.

This guide applies to ServiceTitan Max customers who use Contact Center Pro. If you're on Basic Phones or Phones Pro, see Find and manage abandoned and unbooked calls and Understand call classifications.

Things to know

• Abandoned vs. unbooked. Abandoned calls are inbound queue calls that were disconnected before an agent could answer — these land in the Abandoned Calls queue. Unbooked calls are calls a CSR answered but did not convert into a Job — Titan Intelligence reviews these and flags the recoverable ones as Second Chance Leads. Both queues live under Urgent Follow Ups, but they're fed by different events and worked differently.

• CSR access is scoped to your accounts. If you're a CSR, you can only view abandoned calls associated with the ServiceTitan accounts you have access to.

• Multiple calls from the same customer show as one entry. In the Abandoned Calls view, repeat calls from the same customer don't appear as separate entries — only one follow-up is shown, with a note of multiple attempts. To see the full call history, review the customer's Conversation History.

• Voicemails and forwarded calls are not abandoned calls. If a caller leaves a voicemail while in a queue, the call is categorized under voicemails instead. The same applies to forwarded calls — if answered or a voicemail is left, no abandoned call follow-up is created.

• Urgent Follow Ups holds four queues. This guide covers Abandoned Calls. Second Chance Leads, Voice Agents, and Voicemails are separate queues with their own permissions and workflows.

• Voice Agent works on the inbound side. When inbound volume spikes, Voice Agent can answer routine calls and book qualifying jobs automatically, so customers don't hit voicemail or wait in queue. Voice Agent does not place outbound calls to customers. Recovering a call that was already abandoned is a CSR workflow using click-to-call. If you want an AI agent to place the outbound call itself, that's a separate capability — outbound virtual agents, configured in AI Concierge > Agent Workflows. See Outbound virtual agents overview in ServiceTitan Max.

• Voice Agent calls are billed. Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call — regardless of the outcome.

• Notifying customers they're speaking with AI is legally required in some locations. Default Voice Agent scripts are provided as examples only. You are responsible for complying with all applicable laws in the jurisdictions where you operate, including recording laws and requirements to disclose that calls are conducted by an AI-powered voice agent.

• On ServiceTitan Max, the telecom path is your choice. On Contact Center Pro, this recovery workflow runs through Urgent Follow Ups queues. On Basic Phones or Phones Pro, it runs through Agent Scorecards and reclassification. Both are supported under ServiceTitan Max. Note that "abandoned call" means something different on each path: in Contact Center Pro it's a queue call that disconnected before an agent answered, while on Basic Phones and Phones Pro it's a call ServiceTitan can't attribute to a CSR or customer — usually because the call bubble wasn't clicked.

• Navigation names are changing. ServiceTitan is rolling out an updated left navigation in scheduled waves. Where this guide refers to Calls in the ServiceTitan navigation, your tenant may still show Job Booking. The Job Booking screen — where a CSR converts a call into a job — keeps its name either way.

Best practices

• Move fast. Speed-to-lead is the single biggest predictor of recovery. The Open tab surfaces the freshest opportunities — work it before the Cold tab.

• Filter to a single account first. For best results, start by filtering for a single account. Some filters require selecting a single account before they can be applied. From there, narrow by queue or campaign so you're working a coherent set of calls instead of jumping context.

• Filter out the noise by duration. Very short abandons are often spam or misdials. If you notice that calls under 30 seconds rarely convert, filter to longer durations so your team spends its time on real opportunities.

• Dismiss rather than resolve when a call isn't recoverable. Dismissing keeps your recovery metrics honest — dismissed calls are tracked separately from converted ones.

• Treat the Cold tab as a coaching signal. Volume in the Cold tab means follow-ups aren't getting done in time. Review Cold regularly with managers.

• Let Voice Agent take overflow. Use Voice Agent to handle routine inbound volume so live agents have time to work recovery queues instead of just answering the next ring.

• Review the Voice Agent queue too. Any Voice Agent call that doesn't escalate or create an Appointment generates a Voice Agent follow-up task for CSRs to review. Working that queue alongside Abandoned Calls closes a gap that's easy to miss.

Use cases

Step 1: Set up permissions in Enterprise Hub

You can only edit Contact Center Pro user permissions in Enterprise Hub. Contact Center Pro permissions are linked to roles instead of individual users — create or edit roles, then assign roles to users. All regular ServiceTitan permissions for Contact Center Pro users are also managed through Enterprise Hub roles, under the ServiceTitan permissions tab.

Contact Center Pro permissions are organized into two sections:

• General permissions — actions for Customer Service Representative (CSR) and Manager screens

• Admin permissions — actions for global settings and administrator screens

To configure permissions for the abandoned-call recovery workflow:

1. Go to Enterprise Hub and log in with your credentials.

2. Click User Management.

3. On the User Management screen, select Roles.

4. Select a role to edit, or create a new role. For more, see Quick start guide: Enterprise Hub for single-tenant, Contact Center Pro customers.

5. Go to the Enterprise Hub permissions tab and configure Contact Center Pro permissions:

   • Under View and Action All Follow Ups, select Edit Abandoned Calls to let the role access the Abandoned Calls screen under Urgent Follow Ups and edit any editable fields in the tables or drawers.

   • Under View and Action All Follow Ups, select Edit Second Chance Leads to let the role access the Second Chance Leads screen under Urgent Follow Ups and edit any editable fields in the tables or drawers.

1. (Optional) In the same tab, select Edit Voice Agent Settings if this role configures Voice Agent.

2. Go to the ServiceTitan permissions tab and configure the Phone settings permission for any role that adds or assigns tracking numbers.

3. When finished, click Save Changes.

Selecting a broader permission automatically includes its related sub-permissions.

Step 2: Enable and configure Second Chance Leads

Powered by Titan Intelligence (TI), Second Chance Leads (SCL) automatically reviews and flags unbooked calls, allowing you to quickly follow up and turn a cold lead into a successful conversion. Customize the process by adjusting After Call Work Time and Cold Leads settings to fit your business.

The View & Edit Feature Management and Edit TI, Follow Up, & Reporting Settings permissions are required to enable and configure Second Chance Leads.

Enable Second Chance Leads

1. In Contact Center Pro, go to your Admin Settings (gear icon).

2. In the side panel, go to Feature Management > Call Analysis.

3. On the Call Analysis screen, turn on the Enable Second Chance Leads toggle.

4. When finished, click Save.

Customize After Call Work Time

1. In Contact Center Pro, go to your Admin Settings (gear icon).

2. In the side panel, go to Feature Management > Call Analysis

3. In the After Call Work Time section, enter the number of minutes agents have to classify a call after it ends. After this time, the system checks whether the call qualifies as a Second Chance Lead.

4. When finished, click Save.

Customize Cold Leads settings

1. From Feature Management > Call Analysis, in the Cold Leads section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the Cold tab in Urgent Follow Ups.

2. When finished, click Save.

Grant SCL follow-up permission

To let agents work Second Chance Leads:

1. In Enterprise Hub, go to User Management > Roles.

2. Select a role to edit or create a new one.

3. Go to the Enterprise Hub permissions tab.

4. In the Contact Center Pro section, under View and Action All Follow Ups, select Edit Second Chance Leads.

5. When finished, click Save Changes.

Once SCL is enabled and permissions are granted, see Second chance leads CSR best practices in ServiceTitan Max for how CSRs work the queue.

Step 3: Configure your Voice Agent

Voice Agent automates routine inbound calls and books qualifying jobs without an agent, increasing call capacity and reducing the volume of abandoned calls during spikes. It's the one piece of this workflow that prevents abandons rather than recovering them, so it's worth setting up before you tune the queues. The Edit Voice Agent Settings permission is required.

Voice Agent configuration is covered in full in Configure your Voice Agent settings in Contact Center Pro. For abandoned call recovery specifically, these are the settings that move the needle:

• Skills and Capabilities — controls which actions the Voice Agent can take on its own. Enabling Book jobs directly and after-hours booking is what lets Voice Agent absorb overflow instead of handing it to a queue.

• Job Types and Dispatch Fees (Account Level) — determines which job types the Voice Agent is allowed to book. A narrow list means more calls fall through to your CSRs.

• Persona and Transcript — the agent's name, business name, greeting, and dispatch fee messaging. Weak or unclear opening messages drive callers to hang up or ask for a person.

• Global vs. Account Level — Global sets a consistent baseline across all tenant accounts in your network; Account Level customizes an individual tenant and overrides the Global defaults. Once you customize a tenant's settings, later changes to Global no longer apply to it.

Step 4: Add and assign tracking numbers

Tracking numbers route inbound calls into Contact Center Pro queues so abandoned and unbooked calls can be captured and recovered. The Phone settings ServiceTitan permission is required.

Note: Tracking numbers work for calls as soon as they're added. To use them for SMS, complete the Register to Enable Text Messaging form — without it, SMS delivery fails. Marketing customers may also see integration delays after adding a phone number.

To add and assign a tracking number:

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Contact Center Pro > Phone Numbers.

3. Click Add New Number.

4. In the Add New Number window, find the number you want to add.

   • To add a Local number, search by Area Code or Zip.

     Tip: Always search by area code first — carrier restrictions may cause postal code searches to return no results.

   • To add a Toll-Free number, click Toll-Free Number.

5. (Optional) To include a specific set of digits, enter them in the Contains field.

6. Click Search Numbers.

1. Select the number you want to add. To see more options, click Load More.

2. Click Choose Number.

3. Enter the following information:

   • Set Forwarding Number — enter your Call Continuity number for emergency fallback.

   • Click Yes if you want to use this number to receive texts.

   • Set Campaign — if this number is for a specific marketing campaign, select it from the dropdown.

   • Number type:

     • Tracking Number — select this if the number will be publicly advertised to customers. Assign it to a Routing Workflow from the dropdown, or choose Unassigned to assign it later.

     • Direct Dial — select this if the number is a personal line for an employee. The number goes to the unassigned list and can be added to the employee's profile in Contact Center Pro. Calls go directly to the employee without routing.

4. When finished, click Add Number.

Numbers must be assigned to an active Routing Workflow before a campaign is sent out, or calls to those numbers will be disconnected. For more, see Set call routing rules in Contact Center Pro.

Newly acquired numbers are available in Contact Center Pro the next day. If a number addition is time-sensitive, contact your Pro Product Specialist (PPS) or email ccprosupport@servicetitan.com for assistance.

Find and prioritize abandoned calls

The Abandoned Calls screen displays calls that rang into one of your queues but were disconnected before an agent could answer. The Edit Abandoned Calls permission is required.

To access Abandoned Calls:

1. Go to Contact Center Pro.

2. In the side panel, go to Urgent Follow Ups > Abandoned Calls.

The screen is structured into three tabs:

• Open — all new abandoned calls that haven't been marked Resolved or Dismissed.

• Cold — calls that have remained unreviewed for more than 24 hours, helping you keep Open focused on recent activity. You can still revisit Cold calls, follow up, or dismiss them based on relevance.

• Done — past communications marked Resolved or Dismissed.

If the caller contacts you again and speaks with an agent for more than 30 seconds, the abandoned call entry is automatically resolved. This applies to calls in both the Open and Done tabs — hover over the call to see the Connected to an agent banner.

Filter abandoned calls

Click Filter next to a column header to narrow the displayed results. You can filter by:

• Status — current stage of the abandoned call: New, Contact Attempted, Follow-up Needed, or Resolved. Editable.

• Date — most recent call attempt.

• Duration — length of the call before it was disconnected without being answered.

• Account — the tenant account associated with the call.

• Customer — the customer's name (if available) or the phone number used to place the call.

• Queue — the queue the call was routed to.

• Campaign — the marketing campaign associated with the inbound tracking number.

Tip: For best results, start by filtering for a single Account — some filters require selecting a single account before they can be applied.

Tip: Click Download Report in the top-right of the Abandoned Calls screen to export the currently filtered results, with all active filters and date ranges applied, as a CSV or XLSX file for offline analysis.

Manage and convert an abandoned call into a booked job

Hover over the call you want to work and click View to open the Abandoned Call Details flyout, which has two sections:

Overview

• Status — the current follow-up stage. Click Edit to change it.

• Date — most recent call attempt.

• Duration — how long the call lasted before it was disconnected.

• Number dialed — the tracking number the customer called to reach your business.

• Queue — the call queue the customer was routed to before disconnecting.

• Campaign — the marketing campaign associated with that tracking number.

Customer

• Phone Number — the number the customer called from. Click it to place an outbound call.

• Account — the tenant the customer reached out to. Click to open your Enterprise Hub network in a new tab.

• Customer — the customer profile attached to the call. Click to open the Customer Record in a new tab.

Displayed information depends on call data and may differ by call. If the customer account is unknown, only the number and the tenant account name appear. If the system flags a possible incorrect customer match, click Change customer and select from the suggested options.

To work an abandoned call:

1. From the Open tab, hover over the call you want to work and click View to open the Abandoned Call Details flyout.

2. Click the phone number to initiate a click-to-call. The status automatically updates to Contact Attempted.

3. If the customer answers, take the call through to a booked job on the Job Booking screen.

4. To change the status manually, click Edit next to Status and select New, Contact Attempted, Follow-up Needed, or Resolved, then confirm.

5. When the call is booked or wrapped up, set the status to Resolved. The entry moves to the Done tab.

Dismiss a call that cannot be recovered

For calls that aren't viable — wrong numbers, spam, customers who already booked elsewhere — use Dismiss instead of marking Resolved. Dismissed calls move to the Done tab but are tracked separately from converted recoveries, so your team metrics stay accurate.

To dismiss a call, click the three-dot menu on the row and select Dismiss, or click View to open the Abandoned Call Details flyout and click Dismiss from there.

Review recovery performance

Use the Unbooked and Abandoned Calls report to see how much abandoned volume you're recovering, spot trends by campaign, and identify coaching opportunities.

1. In ServiceTitan, click Reports in the navigation bar.

2. In the side menu, click All Reports.

3. Open Unbooked and Abandoned Calls.

4. Set From - To to a preset or custom date range, choose a Filter by date type, then click Run Report. Click Export to download the results.

Compare campaign-level performance to find where abandoned volume is concentrated, then bring those findings back into Contact Center Pro to refine queues, routing, and Voice Agent skills. For a deeper conversion-focused read of this report, see Second chance leads CSR best practices in ServiceTitan Max.

Want to learn more?

• See Configure Contact Center in ServiceTitan Max

• See Outbound virtual agents overview in ServiceTitan Max

• See Second chance leads CSR best practices in ServiceTitan Max

For Phones or Phones Pro Users:

• See Find and manage abandoned and unbooked calls

• See Understand call classifications.

• See Set up Second Chance Leads for Basic Phones

• See Set up Second Chance Leads for Phones Pro