Overview
Account Level settings let you customize the Voice Agent for individual tenant accounts. After you customize any tenant account VA settings, they are considered custom and the Global settings no longer apply to that account — even if the Global settings are later modified.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
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 (CSM) or Pro Account Manager (PAM) to request a network.
The Edit Voice Agent Settings permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area.
Voice Agent settings are organized into two views: Global and Account Level. Global settings act as the default for all tenant accounts. Account Level settings let you customize the Voice Agent for a specific tenant.
After you customize any of your tenant account VA settings, they are considered custom, and the default settings no longer apply. Custom settings override default settings, even if the default settings are later modified.
Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome.
Access Account Level settings
Open Voice Agent settings and select Account Level in the top-right corner.
Select a tenant account.
Configure the following settings:
Persona: Define the agent's name and your business names.
Transcript: Set opening and closing messages, 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.
Set up your Persona
In the Voice Agent settings, click Edit next to Persona.
In the Customer Facing Names section, enter the following:
Voice Agent Name: Enter the name the voice agent should use to introduce itself to callers.
Customer-Facing Business Name: Enter the business name you would like your voice agent to provide to customers.
You can then incorporate these names into your Opening or Closing Messages using bracketed shortcut terms.Configure the Knowledge Base section:
Click Upload File and select the documents you want the voice agent to reference.
(Optional) Click Add Description to add a brief summary about the document.
When finished, click Save.
Set up your Transcript
Opening and Closing Messages
In the Voice Agent settings, click Edit next to Transcript.
In the Opening and Closing Messages section, update the following fields:
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, showing how the message will sound with your account's details filled in.When finished, click Save.
Note: The default 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.
Custom Follow Up Questions
In the Custom Follow Up Questions section, click + Add Issue to add a new entry.
For each entry, complete the following:
Issue Type: Enter the issue type or job type this question applies to.
Question 1: Enter the first follow-up question the agent will ask.
Question 2 (Optional): Enter a second follow-up question if needed.
Repeat for each additional issue type. Click + Add Issue to add more entries.
When finished, click Save.
Dispatch Fee Message
Under Dispatch Fee Message, configure what the VA should say based on the scenario:
No specified dispatch fee: Mentions a fee may apply without stating an amount.
Free service: States that the job has no dispatch fee.
Specific amount: States the fee amount set up in Job Types and Fees.
When finished, click Save.
Set up Skills and Capabilities
In the Voice Agent settings, click Edit next to Skills and Capabilities.
Under Job Handling, select the actions you want to enable:
Book jobs directly: Allows the Voice Agent to create a new job booking during the call.
Confirm and reschedule appointments: Allows the Voice Agent to look up existing appointments and make changes on the caller's behalf.
Book jobs after hours: Allows the Voice Agent to book jobs outside of regular business hours.
Select Outside Business Hours to use the business hours configured in ServiceTitan Settings
> Operations > Business Hours.Select Custom Timeframe to specify the exact days and times the Voice Agent should treat as after-hours.
When finished, click Save.
Set up Job Types and Dispatch Fees
In the Voice Agent settings, click Edit next to Job Types and Dispatch Fees.
Enable Voice Agent Can Book for each job type you want it to book.
Tip: Select multiple job types and click Enable; to stop booking, turn off the toggle or select job types and click Disable.
(Optional) In the Description column, click Add description, enter a short summary to help the voice agent match the customer's request.
In the Dispatch fee and After-Hours Dispatch Fee column, set a fee per job type.
Select one of these options:
No specified dispatch fee: Mentions a fee may apply without amount.
Free service: Does not mention anything regarding a dispatch fee.
Specific amount: Quotes the exact amount for that job type.
Click Apply.
When finished, click Save.
For more, see Manage Job Types and Dispatch Fees for Voice Agent calls.
Set up Escalation and Rules
Escalation Triggers
Escalation Triggers let you decide which situations automatically escalate a call. Triggers are organized into four categories: Sentiment, Appointment and Scheduling, Operational Constraints, and Verification and Identity.
Under Escalation Triggers, select the checkbox next to each situation you want to escalate, or deselect any you want the voice agent to handle on its own.
When finished, click Save.
Escalation Notifications
Escalation notifications send email summaries to selected recipients whenever a Voice Agent call ends without a booking. This helps your team quickly follow up and capture missed leads.
Under Email Notifications, select Enable email notification for Unbooked Jobs.
In the Email Recipients field, enter the email addresses to receive notifications, separated by commas or spaces.
