Configure the guided booking flow in Contact Center Pro

Coming ST-80

Overview

Every account starts on the ServiceTitan-recommended booking flow, live as-is, with nothing to set up. Use the job booking configuration page when you want to change it: reorder the steps, decide whether CSRs must work through them in order, and add your own custom script steps for seasonal promotions, discounts, or anything else your team should say on a call.

Things to know

Caution: There is no draft. Clicking Save applies your changes to the live flow straight away, and your CSRs see them on their next booking. There is also no way to park partial work: if you navigate away before saving, your changes are discarded.

• Every account runs the ServiceTitan-recommended flow by default. It is already live and needs no configuration.

• Configuration is per account. Selecting an account loads its flow, and everything you change applies only to that account.

• You cannot save while the flow has unresolved errors, such as a custom step that is not fully filled in. Fix the step or remove it from the flow before saving.

• Custom steps live in a library. A step in the library is not in your flow until you add it, and an incomplete step sitting in the library does not block you from saving.

Best practices

• Make changes outside your busiest call hours. There is no draft, so a save goes live to CSRs immediately.

• Finish a custom step in one sitting. Because there is no save-as-draft, navigating away loses the work.

• Keep the number of required custom steps small. Every step a CSR must complete adds time to a live call.

• Tell your CSRs before you change the step order or add a required step, so the flow does not change under them mid-shift.

Open the job booking configuration page

1. In Contact Center Pro, go to Settings > Job Booking.

2. The page opens blank, with only the account selector. Nothing loads until you choose an account.

3. Select the account you want to configure. Each account in the list is labeled to show whether it is running the Default flow or a Custom flow.

The account's flow loads into the configurator, and every change you make from here applies to that account only.

Note: The page deliberately starts empty so you always choose an account before making changes, rather than editing one you did not mean to.

Reorder the booking steps

1. Open the configuration page and select an account.

2. Drag the steps into the order you want your CSRs to work through them. 

3. Click Save.

The default order reflects ServiceTitan's research into what script order converts calls into jobs, so change it only where your business genuinely books differently.

Set whether CSRs follow the order

You can let CSRs complete the steps in whatever order the conversation takes, or require them to work top to bottom.

1. Open the configuration page and select an account.

2. Set the order behavior:

   • Any order: CSRs can complete the steps in whichever order suits the call. Use this when your callers tend to volunteer information out of sequence.

   • Fixed order: CSRs must complete each step before moving to the next. Use this when you want a consistent script on every call. 

3. Click Save.

Add a custom step

Custom steps let you put your own script in front of CSRs at the right moment, and show it only for the work it applies to.

1. Open the configuration page and select an account.

2. Add a new custom step and give it a Name. This is what your CSRs see as the step heading. 

3. Decide when the step appears:

   • Always shown: The step appears on every booking.

   • Specify: The step appears only for the work you choose. Select what to filter by — job type, business unit, or zone — then select the values it applies to.

4. Enter the agent script, the wording your CSR reads or follows on the call.

5. Add the step to the booking flow, then place it where you want it in the order.

6. Click Save.

Note: A custom step is only complete when it has a name, a choice between Always shown and Specify, the filter and values if you chose Specify, and an agent script. An incomplete step that is in your flow blocks saving.

Want to learn more?

• See Book a job using the guided booking flow in Contact Center Pro

• See Manage Contact Center Pro permissions