Overview
Every missed call is a lead competitors are happy to pick up. In ServiceTitan, 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 AI Voice Agent reduces the volume that reaches those queues in the first place.
This guide walks administrators through configuring the recovery stack and shows CSRs how to work it day to day.
Who uses this feature
Administrators, CSRs, and managers
Applies to all business types
Applies to all trades
Feature configuration
All Contact Center Pro user permissions are managed in Enterprise Hub, not in ServiceTitan Settings. Permissions are linked to roles and assigned to users by role.
The following permissions apply to this workflow:
Edit Abandoned Calls — Contact Center Pro general permission required for CSRs to access and edit the Abandoned Calls screen
Edit Second Chance Leads — Contact Center Pro general permission required for CSRs to access and edit the Second Chance Leads screen
View & Edit Feature Management and Edit TI, Follow Up, & Reporting Settings — required to enable and configure Second Chance Leads at the admin level
Edit Voice Agent Settings — required to configure Voice Agent
Phone settings (ServiceTitan permission, managed in the Enterprise Hub ServiceTitan permissions tab) — required to add and assign tracking numbers
Things to know
Abandoned vs. unbooked. Abandoned calls are calls the customer hung up on before reaching an agent. Unbooked calls are calls a CSR answered but did not convert into a job — these are flagged for review by Second Chance Leads.
Second Chance Leads on Contact Center Pro is permission-based and in-app. It offers the same lead recovery functionality as Second Chance Leads on Basic Phones and Phones Pro, with two distinctions: SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled, and notifications are delivered in-app only — there are no text or email alerts.
Voice Agent reduces abandoned-call volume. 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 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 your jurisdiction, including recording laws and AI-disclosure requirements.
Permissions are managed in Enterprise Hub. For Contact Center users, all permissions — including regular ServiceTitan permissions — are managed through Enterprise Hub roles. Some permissions visible in the product may not yet be functional, as Contact Center Pro is still in development.
ServiceTitan Max is one, cohesive workflow. Configure ServiceTitan Contact Center, ServiceTitan Marketing, and ServiceTitan Scheduling side by side so tracking numbers, campaign attribution, and customer-facing booking work as a single connected workflow.
Best practices
Move fast. Speed-to-lead is the single biggest predictor of recovery. The Open tab in Abandoned Calls and Second Chance Leads surfaces the freshest opportunities — work it before the Cold tab.
Filter aggressively. Use the column filters to focus on a single account, a specific queue, or a campaign so you're working a coherent set of calls instead of jumping context.
Treat the Cold tab as a coaching signal. Volume in the Cold tab means follow-ups aren't getting done in time. Use the Cold Leads settings to define what "cold" means for your business, then review Cold regularly with managers.
Keep status and notes up to date. Status and notes give the rest of the team visibility into what's been tried. If it's a lead but you don't want to follow up, mark it Lead - not following up. If it's not a valid lead, mark it Reviewed - not a lead. Only mark a lead as Not a Lead if it truly doesn't qualify — mislabeling reduces the system's accuracy.
Have a voicemail plan. Before agents start working Second Chance Leads, decide what outbound caller ID to use, what callback number to leave, and whether the customer should call the original agent back or any available agent.
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.
Use cases
Scenario | What the workflow does |
|---|---|
A spike in inbound calls causes abandons during a heat wave | Voice Agent answers routine after-hours and overflow calls so customers don't queue or hit voicemail; remaining abandoned calls land in the CSR queue for fast callback. |
A CSR takes a price-shopping call that doesn't book | Titan Intelligence flags it as a Second Chance Lead. A CSR follows up later that day with a callback or quote. |
A marketing campaign drives a surge through a tracking number | Tracking numbers route through Contact Center Pro queues. Abandoned calls and unbooked calls from that campaign feed Urgent Follow Ups, where they can be filtered by Account or Campaign for targeted follow-up. |
A repeat customer calls back later that day | The original abandoned-call entry is auto-resolved after the caller speaks with an agent for more than 30 seconds. |
A regional location wants its own Voice Agent persona | Configure Voice Agent at the Account Level for that tenant to override the Global persona, opening message, and dispatch fee messaging. |
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:
Go to enterprise-hub.servicetitan.com and log in with your credentials.
Click User Management.
On the User Management screen, select Roles.
Select a role to edit, or create a new role. For more, see Create and edit user roles in Enterprise Hub.
Go to the EnterpriseHub 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.
(Optional) In the same tab, select Edit Voice Agent Settings if this role configures Voice Agent.
Go to the ServiceTitan permissions tab and configure the Phone settings permission for any role that adds or assigns tracking numbers.
When finished, click Save Changes.
Selecting a broader permission automatically includes its related sub-permissions.
Step 2: Enable and configure Second Chance Leads
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
In Contact Center Pro, go to your Admin Settings.
In the side panel, go to Feature Management > Call Analysis.
On the Call Analysis screen, turn on the Enable Second Chance Leads toggle.
When finished, click Save.
Customize After Call Work Time
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.
When finished, click Save.
Customize Cold Leads settings
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.
When finished, click Save.
Grant SCL follow-up permission
To let agents work Second Chance Leads:
In Enterprise Hub, go to the User Management module.
Select Roles.
Select a role to edit or create a new one.
Go to the EnterpriseHub permissions tab.
In the Contact Center Pro section, under View and Action All Follow Ups, select Edit Second Chance Leads.
When finished, click Save Changes.
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. The Edit Voice Agent Settings permission is required to configure Voice Agent.
Access the Voice Agent settings
Navigate to Enterprise Hub, head to your Contact Center Pro account, and click Settings.
In the side panel, click Voice Agent.
Choose Global or Account Level
The Voice Agent settings screen has two views:
Global settings: Contact Center Pro > Settings > Voice Agent (in side panel) > Global (top-right toggle). Default Voice Agent settings that apply to all tenant accounts in your network. Use Global to set a consistent baseline experience.
Account Level settings: Contact Center Pro > Settings > Voice Agent (in side panel) > Account Level (top-right toggle) > select a tenant account. Customize Voice Agent for individual tenants. Account Level settings override Global defaults.
Note: After you customize any tenant account's Voice Agent settings, they are considered custom and the Global settings no longer apply to that account — even if Global is later modified.
Configure Persona
In Voice Agent settings, click Edit next to Persona.
In the Customer Facing Names section, enter:
Voice Agent Name — the name the Voice Agent uses to introduce itself.
Customer-Facing Business Name — the business name the Voice Agent provides to customers.
When finished, click Save.
You can incorporate these names into Opening and Closing Messages using bracketed shortcut terms.
Configure Transcript
In Voice Agent settings, click Edit next to Transcript.
In the Opening and Closing Messages section, update:
Opening — the message the Voice Agent uses to greet callers.
Closing — the message the Voice Agent uses to end the call.
Tip: Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name]. A live preview appears to the right of each field.
Under Dispatch Fee Message, configure what the Voice Agent should say in each scenario:
No specified dispatch fee — mentions a fee may apply without stating an amount.
Free service — states the job has no dispatch fee.
Specific amount — states the fee amount set up in Job Types and Fees.
When finished, click Save.
Configure Skills and Capabilities
In Voice Agent settings, configure Skills and Capabilities to control which scheduling actions the Voice Agent is allowed to perform.
(Account Level only) Configure Job Types and Dispatch Fees
For an individual tenant in the Account Level view, select Job Types and Dispatch Fees to choose which job types the Voice Agent can book and how dispatch fees are communicated for that account.
For complete field-level guidance, see Configure Voice Agent Global settings in Contact Center Pro and Configure Voice Agent Account Level settings in Contact Center Pro.
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: Complete the Register to Enable Text Messaging form before requesting a number. Without this, your numbers aren't verified and SMS delivery fails. Marketing Pro customers may also see integration delays after adding a phone number.
To add and assign a tracking number:
Go to the top toolbar and click Settings.
In the side panel, go to Contact Center Pro > Phone Numbers.
Click + Add Number.
In the Add Number window, find the number you want to add.
To add a Local number, search by Area Code or Zip code.
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.
(Optional) To include a specific set of digits, enter them in the Contains field.
Click Search Numbers.
Select the number you want to add. To see more options, click Load More.
Click Choose Number.
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.
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. Newly acquired numbers are available in Contact Center the next day. If it's time-sensitive, email ccprosupport@servicetitan.com for assistance.
Find and prioritize abandoned calls in Contact Center Pro
The Abandoned Calls screen displays calls where the caller hung up before reaching an agent. The Edit Abandoned Calls permission is required.
To access Abandoned Calls:
Go to Contact Center Pro.
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.
Voicemails and forwarded calls are not classified as abandoned.
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. Editable.
Age — call date and how much time has passed since the call ended.
Duration — length of the call before it was abandoned.
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.
Manage and convert an abandoned call into a booked job
In the Open tab, statuses progress as a CSR works the call: New → Contact Attempted → Follow-up Needed → Resolved.
To work an abandoned call:
From the Open tab, click the row of the call you want to work.
Click the phone number to initiate a click-to-call. The status automatically updates to Callback Attempted.
If the customer answers, take the call through to a booked job in the Job Booking screen.
If you leave a voicemail, set the status to Follow-up Needed and add a note explaining what number to expect the callback on and what context the next agent needs.
When the call is booked or otherwise wrapped up, update 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.
Work unbooked calls flagged as Second Chance Leads
Second Chance Leads (SCL), powered by Titan Intelligence, automatically reviews and flags unbooked calls that can be recovered with a quick follow-up to the customer. It highlights only the most promising opportunities so your team can focus on high-quality leads without extra effort. The Edit Second Chance Leads permission is required.
To access Second Chance Leads:
Go to Contact Center Pro.
In the side panel, go to Urgent Follow Ups > Second Chance Leads.
The screen is structured into three tabs:
Open — all new customer conversations that haven't been marked Resolved or Dismissed.
Cold — leads that have remained unreviewed for the length of time set in Cold Leads settings.
Done — past communications marked Resolved or Dismissed.
Filter Second Chance Leads
Click Filter next to a column header to narrow the results. You can filter by:
Status — current stage of the lead. Editable.
Notes — notes left by the agent during call classification.
Age — call date and how much time has passed since the call ended.
Account — the tenant account associated with the call.
Customer — the customer's name (if available) or the phone number used to place the call.
Type — the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and whether they were booked.
Reason — the reason selected during call classification, explaining why the call was not initially booked.
Agent — the name of the agent who handled the original call.
Work a Second Chance Lead
From the Open tab, select the lead you want to work by clicking View.
Review the call details, notes, and reason the original call didn't book.
Initiate a callback from the lead.
If the customer answers, take the call through to a booked job in the Job Booking screen.
If you leave a voicemail, update the status and add a note for the team.
When the lead is booked, update the status to Resolved. If the lead isn't valid, mark it Reviewed - not a lead. If it's a lead but you don't want to follow up, mark it Lead - not following up.
Caution: Only mark a lead as Not a Lead if it truly doesn't qualify. Mislabeling can reduce the system's accuracy in detecting real leads.
Review performance with the Unbooked and Abandoned Calls report
Use the Unbooked and Abandoned Calls report to review recovery performance, spot trends by campaign, and identify coaching opportunities for CSRs.
To open the report:
In ServiceTitan, click Reports in the navigation bar.
In the side menu, click All Reports.
Open Unbooked and Abandoned Calls.
Filter by:
Date range — presets include Today, Yesterday, This Week, Last Week, This Month, Last Month, This Year, Last Year, or a custom range.
Date type — Call Date, Job Completion Date, Job Creation Date, or Job Scheduled Date.
Available columns include ID, Call Date, Call Time, Call Type, Direction, Name, Call Campaign, Caller Phone Number, Customer Name, and Recording.
Compare campaign-level performance to evaluate where unbooked and abandoned volume is concentrated, then bring those findings back into Contact Center to refine queues, routing, and Voice Agent skills.