Bulk update employee accounts in User Management

Overview

Set up or edit multiple employee accounts through the bulk action tools in Contact Center Pro. Manage your team across multiple ServiceTitan accounts, ensuring faster and more efficient user configuration.

Things to know

• You can set up or update a maximum of 20 employee accounts at a time.

Use cases

• Contact centers regularly experience changes due to team turnover, seasonal staffing shifts, or evolving operational strategies. Bulk user setup streamlines this process, enabling administrators to configure multiple employee profiles at once.

• Bulk edits are necessary when applying the same configuration to multiple existing employee profiles at once. Administrators often need to quickly adjust user settings to reflect new queue structures or move away from voicemail.

Set up employee accounts in bulk

1. On the User Management screen, select the employee accounts then click Set Up Users. 

2. On the Set Up Users screen that opens, select a seat level for your new employees.

3. Click the Bill Seat To dropdown and select the ServiceTitan account you want to charge for the employee seats.        

   Note: If you're billed at the corporate level, you still need to complete this step, but it won't impact your billing.

4. Click Continue. 

After you've defined the seat levels for your new employees, you can then complete the following setup steps:

1. Select direct line numbers

2. Add E911 address

3. Set voicemail and recordings

4. Assign to queues

5. Review and confirm your setup

Step 1: Select direct line numbers

On the Select Direct Line Numbers screen, select the available phone numbers then click Continue.

Note: Phone numbers are automatically assigned to selected users at random. You cannot specify which number is assigned to which user. In ServiceTitan, this number is automatically added to the Office Phone field within the employee record in Settings > People > Employees. Any changes to an employee's Direct Line Number are automatically reflected in ServiceTitan.

Note: You can always edit the employee's direct line number and change it to another one from the list. After a direct line number is set up on the User Management screen, it can't be removed—only replaced with a different one. Any changes to an employee's Direct Line Number are automatically reflected in ServiceTitan.

Step 2: Add E911 address

1. On the Add E911 Address screen, enter the following details:        

   1. Street

   2. Apt, Unit, Suite, etc.

   3. City

   4. State

   5. Country

   6. ZIP / Postal Code

2. Ensure your address is validated then click Continue. 

Step 3: Set voicemail and recordings

On the Set Voicemail & Recordings screen, specify personal voicemail and recording configurations:

1. In the Create a personal voicemail section, select if you want to create a personal voicemail for the selected employees.

2. (Optional) Choose the recording settings for this group of employees.        

   1. Use default settings: Select this option if you want to assign employees the settings defined in Individual Recording Defaults.

   2. Customize settings: Select this option to apply custom recording settings for this group of employees. 

Step 4: Assign to queues

Assign up to 10 specific queues to the selected employee accounts for routing inbound calls.

Note: This step is optional and can be skipped.

Step 5: Review and confirm your setup

Review your selected settings, then click Finish setup to complete the bulk setup process.

Tip: Click See all users to review the employee accounts these settings apply to. Click See all numbers to view the direct dial numbers assigned to this group of employees.

Changes take a few minutes to apply. Do not navigate away from the page during this time, or your edits may not save.

Note: If any steps fail, a notification appears with an option to retry. A failure at the Seat Level stops all following steps, so it's important to retry that step to ensure everything completes successfully.

Edit employee accounts in bulk

1. On the User Management screen, select the employee profiles then click Edit Users.

2. From the dropdown menu, select one of the following bulk actions:        

   • Edit Seat Level: Change the license type assigned to the selected employees.

   • Edit Direct Line Number: Update the direct phone numbers for the selected employees.

   • Edit E911 Address: Update the E911 address used for emergency call routing and location accuracy.

   • Create Personal Voicemail: Create and assign a personal voicemail box for the selected employees.

   • Delete Personal Voicemail: Remove the existing personal voicemail box associated with the selected employee accounts.

   • Edit Recording Settings: Configure individual inbound and outbound call recording settings for the selected users.

   • Assign to Queue: Add the employees to one or more call queues for routing inbound calls.

   • Remove from Queue: Remove the employees from existing call queues.

Note: To edit employee profiles in bulk, ensure employees have a seat level, direct line number, and E911 address set. Otherwise, Admins should use the Set Up Users function instead.

Want to learn more?

• See Contact Center Pro

• See View and edit employee information through User Management