Overview
ServiceTitan recording settings and Contact Center Pro recording settings are separate. ServiceTitan settings only apply when a call is made through ServiceTitan directly by a non-Contact Center Pro user or if Call Continuity is enabled. All other calls will use the Contact Center Pro recording settings.
Caution: For recordings from Contact Center Pro to sync into ServiceTitan call records, ServiceTitan recording settings must be set to Automatically record for inbound and outbound calls.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
Call recordings are automatically paused when customer service representatives (CSRs) open the Charge Credit Card screen from Payment Collections in ServiceTitan to prevent the recording of sensitive customer information within the system.
Caution: ServiceTitan cannot auto-pause recordings for calls without a linked tenant account, including calls made directly to an employee and outbound calls made through the keypad.
Virtual Agent calls are always recorded in Contact Center Pro, even if the numbers are listed in the Exclusion List.
All Contact Center Pro calls are recorded when forwarded to an external number.
Internal employee-to-employee calls are not recorded and do not appear in either system.
Recording and logging behavior by call scenario
The recording and logging of calls are influenced by the call's direction, with differences in both Contact Center Pro and ServiceTitan. We'll explore the inbound and outbound call flows to define the expected behavior in each case.
Inbound call workflow
Our ability to track inbound calls depends on your recording settings in both ServiceTitan and Contact Center Pro
The table outlines which settings take effect and if calls are recorded in Contact Center Pro or ServiceTitan.
Below, the image provides an overview of key scenarios and the expected outcomes for inbound calls.
Outbound call workflow
Office employees make outbound calls by clicking a number in the system. With Contact Center Pro, they can also dial external numbers using the keypad. Calls made in ServiceTitan follow ServiceTitan recording settings, while those made in Contact Center Pro use Contact Center Pro individual recording settings.
Check the table below to see which settings are applied based on the scenario and whether calls are recorded and logged in Contact Center Pro or ServiceTitan.
Refer to the visual below to see which settings apply in each scenario and where calls are recorded and logged.
