Configure your Voice Agent Settings in ServiceTitan

Overview

ServiceTitan's Voice Agent (VA) is an AI-powered virtual assistant that answers inbound customer calls, books jobs, and handles common caller inquiries. Administrators configure Voice Agent settings to define the agent's identity, conversation behavior, job booking permissions, and escalation rules. A well-configured Voice Agent helps your team capture more bookings, reduce missed calls, and deliver a consistent customer experience.

Note: This setup applies only to Basic Phones and Phones Pro accounts.

Caution: Billing starts after you start using the voice agent. Any test calls you place with the voice agent will be included in your bill.

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.

• ServiceTitan provides you with a Voice Agent Forwarding Number for routing calls to a voice agent, either as a primary forwarding or emergency backup number. Customers should not dial this number directly as these calls won't appear in the Search > Calls section of your ServiceTitan account.

• Set up Adaptive Capacity first before allowing the voice agent to book jobs. This ensures accurate availability and assigns the correct Business Unit and Job Type.

Access the Voice Agent settings

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Phones or Phones Pro > Voice Agent Settings.

The Voice Agent screen opens. Each agent configured for your account appears as a tab at the top, for example, Angelica, Bob, Lindsey.

3. Select a VA tab to view and edit its settings. Each tab displays the following sections:        

   • Persona: Define the agent's name, business name, and knowledge base files.

   • Transcript: Set your call flow, 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.

   • Inbound SMS: Decide whether an SMS Agent handles inbound conversations from customers.
     

Set up Persona settings

The Persona section defines the Voice Agent's identity: the name your customers hear, the business name the agent uses, and the reference files it draws on to answer questions.

1. In the Voice Agent settings, click Edit next to Persona.
   

2. In the Customer Facing Names section, enter the following:        

   • Voice Agent Name: The name the voice agent should use to introduce itself to callers.

   • Customer-Facing Business Name: The business name you would like your voice agent to provide to customers.

     Tip: You can then incorporate these names into your Opening or Closing Messages using bracketed shortcut terms.

3. In the Persona Customization section, configure the following settings:        

   1. Select the Persona for your Voice agent. Click Preview Voice to hear how the agent sounds.

   2. (Optional) Click Edit Voice Settings to customize the following:                

      • Speed: Select Slower, Normal, or Faster. Hover over the info icon to learn what each option controls.

      • Stability: Select More variable, Balanced, or More stable.

      • Similarity Boost: Select Low, Medium, or High.

      • Background Sound: Select Add subtle keyboard typing sounds to simulate an agent typing in the background, making calls feel more like a live interaction.

   3. Click Save to apply the voice settings, or Reset to return all settings to their default values.

   4. (Optional) Enable the Spanish toggle to allow customers to interact with the agent in both English and Spanish.

4. Configure the Knowledge Base section:        

   1. Click Upload File and select the documents you want the voice agent to reference.

   2. (Optional) Click Add Description to add a brief summary about the document.

5. When finished, click Save.

Set up Transcript settings

The Transcript section controls the conversation flow the voice agent uses, what it says at the start and end of each call, the follow-up questions it asks callers during booking, how it responds to common objections, and how it communicates dispatch fees.

Call Flow

1. In the Voice Agent settings, click Edit next to Transcript.

2. In the Transcript section, use the Call Flow setting to choose the conversation flow your voice agent uses when handling calls.

   • Lead-First Flow: Collects customer details before checking availability. This is the default selection.

   • Availability-First Flow (Early Access): Checks availability before collecting customer details.

Opening and Closing Messages

1. In the Voice Agent settings, click Edit next to Transcript.

2. 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].

3. A live preview appears to the right of each field, showing how the message will sound with your account's details filled in.        

   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.

4. When finished, click Save.

Custom Follow Up Questions

1. In the Custom Follow Up Questions section, click + Add Issue to add a new entry.

2. 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.

   • (Optional) Question 2: Enter a second follow-up question if needed.

3. Repeat for each additional issue type. Click + Add Issue to add more entries.

4. When finished, click Save.

Dispatch Fee Message

1. Under Dispatch Fee Message, configure what the VA should say for each 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.

2. When finished, click Save.

Set up Skills and Capabilities

1. In the Voice Agent settings, click Edit next to Skills and Capabilities.

2. 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.

• Cancel appointments: Allows the Voice Agent to cancel existing appointments.        

  • Offer to reschedule before cancelling: Prompts the caller to reschedule the appointment before completing the cancellation.                

    • Offer dispatch fee waiver during retention: Allows the Voice Agent to offer a dispatch fee waiver to encourage the caller to keep or reschedule the appointment.

    • Offer discount during retention: Allows the Voice Agent to offer a discount during the retention flow.

• 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.

3. In the Payment Collection section, enable the Send payment link via SMS toggle.
   When a caller indicates they want to make a payment, the Voice Agent verifies the caller's identity using caller ID, confirms the invoice amount and invoice date, and sends a secure payment link by text message. The caller can then complete the payment on their device. If the caller's identity cannot be verified, the call is escalated to a live agent.        

   Note: ST Payments and SMS links must be enabled to use this feature.

4. In the Recurring Service Scheduling section, define when membership recurring services are eligible for booking.        

   • Select Eligible From to set the service date as the earliest booking date.

   • Select Eligible Until (Due By) to set it as the latest date.
     Use the Grace Period field to allow additional days before or after the service date.

     

5. When finished, click Save.

Set up Job Types and Dispatch Fees

1. In the Voice Agent settings, click Edit next to Job Types and Dispatch Fees.

2. 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.

3. In the Description column, click Add description, enter a short summary to help the voice agent match the customer's request.

4. In the Dispatch fee and After-Hours Dispatch Fee column, set a fee per job type.

5. 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.

Set up Escalation and Rules

Escalation to Live Agent

1. In the Voice Agent settings, click Edit next to Escalation and Rules.

2. Under Escalation to Live Agent, select the Escalate to a live agent checkbox to enable live agent transfers.

3. In the Escalation Forwarding Number field, enter the phone number where calls will be transferred when escalation is triggered.

4. When finished, click Save.

Escalation Paths

Escalation Paths let you route escalated calls to different destinations based on keywords in the caller's request, for example, routing billing calls to a billing team and membership calls to a membership team.

1. Under Escalation Paths, click + Add Path to add a new routing destination.        

   

Note: If a caller's request does not match any escalation path keywords, the call routes to the main phone line by default.

2. For each path, enter the following:        

   • Label: A name for this escalation path.

   • Phone Number: The phone number calls matching this path will be routed to.

   • Keywords for Routing: Enter the words or phrases that should trigger this path.

3. Repeat for each department or destination you want to configure.

4. When finished, click Save.

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.

1. 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.

2. 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.

1. Under Email Notifications, select Enable email notification for Unbooked Jobs.

2. In the Email Recipients field, enter the email addresses to receive notifications, separated by commas or spaces.

Set up Inbound SMS

Use the Inbound SMS settings to control how the SMS Agent handles incoming customer text messages, when conversations restart, and who receives escalation notifications.

1. Turn on the Inbound SMS toggle. When enabled, the SMS Agent automatically responds to inbound text messages sent to eligible phone numbers with SMS enabled and approved TCR registration.

2. Under Phone numbers, choose the numbers the SMS Agent should manage.        

   Note: Only eligible SMS-enabled numbers appear in the list.

3. Use Re-engagement Delay to set the minimum amount of time since a manual communication has occurred with the customer to determine if the SMS Agent can respond. If a customer has had a manual communication within the defined time duration, the SMS Agent will not respond to those messages in order to allow a live agent to continue the existing conversation.

4. Turn on Enable email notification for escalated inbound SMS conversations to notify team members when a conversation is escalated.

5. In Email Recipients, enter one or more email addresses.

Add multiple Voice Agents

You can create multiple voice agents for the same account. Each agent is fully independent and can be configured with different personas, transcripts, job types, and escalation rules, for example, to serve different business units or phone lines.

1. On the Voice Agent settings screen, click + Add Voice Agent.

2. In the Add Voice Agent dialog that appears:

3. Enter a Voice Agent Name.

4. (Optional) Select Copy settings from an existing agent to use a configured agent's settings as the starting point instead of default settings.
   

5. Click Add Voice Agent.

The new agent appears as a tab on the Voice Agent settings screen. Configure its settings using the steps in this article.

Want to learn more?

• See Use AI voice agent as a CSR

• See AI voice agent for Basic Phones and Phones Pro - FAQ