General Information
What is the AI voice agent?
The AI voice agent for Basic Phones and Phones Pro is a feature designed to help manage your inbound call volumes. Powered by Titan Intelligence (TI) and natural language processing, it books new jobs (including after hours), confirms and reschedules appointments, recognizes memberships, communicates dispatch fees, and escalates calls to a live agent based on configurable triggers and routing rules. It automatically switches to Spanish if the customer speaks Spanish. Accounts can run multiple independent agents, each with its own persona, job types, and escalation settings. After each call, the voice agent logs a call record and automatically classifies the outcome in ServiceTitan.
How does the AI voice agent help my business?
The AI voice agent helps manage fluctuating call volumes, handle after-hours calls, and serve as an emergency fallback during telephony outages. It aims to reduce the need for third-party answering services and improve call handling efficiency.
What is the target market for this AI voice agent?
This AI voice agent is designed for residential home services companies in the US and Canada who use The Essentials + The Works Packages and have an active Basic Phone integration or Phones Pro.
Functionality and Features
What call scenarios and outcomes does the AI voice agent support?
The AI voice agent can:
Book a new job: The agent is designed to handle common call scenarios by greeting the caller, identifying existing customers, inferring job types, and booking new jobs using Adaptive Capacity.
Confirm and reschedule appointments: Verify scheduled appointments and update them when customers request changes.
Recognize memberships and book recurring services: For customers with an active membership, the voice agent personalizes the call greeting and books eligible jobs against recurring service events instead of one-off jobs.
Automatically classify call outcomes: After the call, the voice agent uses AI to classify the call type – for example, Booked, Unbooked, or Excused – and assign a call reason for unbooked calls based on the call transcript.
Escalate the call to a live agent: When a call is outside the voice agent’s scope, it escalates to a live agent. Escalation occurs when:
The caller requests a live agent.
The system detects frustration.
The caller requests an unsupported feature (for example, canceling appointments).
The caller uses predefined escalation keywords that route the call to a specific number
When a call meets a configured escalation condition, the voice agent transfers it to a live agent. Administrators can configure which situations trigger escalation
What are the current limitations of the AI voice agent?
At launch, the AI voice agent won’t be able to:
Cancel appointments.
Offer auto call dispositioning, in-depth follow-up questions, or negotiate dispatch fees.
Add call notes, summaries, or transcripts to booked job records.
How are jobs booked by the AI voice agent identified?
These jobs are tagged with a Voice Agent tag on the job record for easy identification within your ServiceTitan account. If the tag is set to be visible on the dispatch board, the dispatcher will be able to see them on the board. You can also find these jobs by searching for Jobs and using the Tag filter. See Use search in ServiceTitan for more.
What happens to calls not booked by the AI voice agent?
For calls handled by the voice agent that do not result in a booked job:
A Voice Agent Follow Up Needed tag is added to the call record. You can use the Agent Scorecard for the voice agent or search for Calls and use the Agent filter.
An email summary with key call details is automatically sent to designated recipients so your team can follow up quickly. This can be configured in Settings > Phones/Phones Pro > Voice Agent Settings.
Your CSRs can review these calls and take necessary actions, such as calling the customer back.
Setup and Configuration
How do I purchase the AI voice agent SKU?
Eligible users (Owners or Administrators) can purchase the AI voice agent through an online purchase flow. Upon successful purchase, a confirmation email is sent with instructions on how to get set up. Non-authorized representatives can contact their Pro Account Manager (PAM).
What permissions are needed to set up the AI voice agent?
The Forwarding Number Settings and Phone Settings permissions are required to configure the AI voice agent.
What information do I need to configure for the AI voice agent?
After you’ve purchased the voice agent, configure the following in Settings 
> Voice Agent Settings:
Persona: Define the agent's name, business name, and knowledge base files.
Transcript: Set opening and closing messages, custom follow-up questions, objection handling, and dispatch fee messaging.
Skills and Capabilities: Control which scheduling actions the agent can perform.
Job Types and Dispatch Fees: Select which job types the agent can book and how dispatch fees are communicated.
Escalation and Rules: Configure live agent escalation and call routing paths.
For more, see Configure your Voice Agent Settings in ServiceTitan.
Tip: Configuring Adaptive Capacity is optional, but highly recommended for booking jobs.
How do I route calls to the AI voice agent?
After you purchase AI voice agent, a Voice Agent Forwarding Number is provided in your Settings > Phones or Phones Pro > Voice Agent Settings. This number should never be shared with customers as direct calls won’t be logged in the Search section of your ServiceTitan account.
After you have the Voice Agent Forwarding Number, there are a couple of options you can use the voice agent number for in your call routing:
For overflow and after-hours calls: Add the voice agent number to your existing telephony system’s Call Route settings.
As an emergency backup option: Use the voice agent number as an Emergency Fallback or Call Continuity backup option.
Tip: To be prepared for a telephony outage, you can set up the AI voice agent now. To get started, enable the Add ServiceTitan Voice Agent toggle in the Emergency Fallback settings. If you have Phones Pro, you can use the ServiceTitan Voice Agent Number option in Settings > Call Continuity.
Note: Do not actually enable Call Continuity or Emergency Fallback yet until there is an actual outage.
For more information, see AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro.
Usage and Monitoring
How can I monitor calls handled by the AI voice agent?
You can find all calls handled by the voice agent by using the Call Search table, Calls Dashboard, and Agent Scorecards. Calls are labeled correctly with the voice agent as the user. For more information, see AI Voice Agent Onboarding Part 2: Monitor calls as a CSR.
What should I do for calls not booked by the voice agent that require follow-up?
You can use the Voice Agent Follow-Up Needed tag filter in Call Search to identify calls that need additional review or action. After no further action is needed, you can manually remove the tag.
Billing
How will I be billed for the AI voice agent?
You are billed based on usage. Any promotions, such as free calls, are applied manually to your bills.
Note: All calls, regardless of their outcome or the caller’s intent, are included in your bill.