Overview
The Contact Center Pro mobile app lets back-office employees manage inbound and outbound calls, as well as voicemails, from anywhere. If you have an Advanced seat in Contact Center Pro, you can log into the app using your Enterprise Hub credentials and receive calls on your mobile phone.
Who uses this feature
Office employees
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
This initial version of the mobile app is for back-office staff only and is not intended for handling Queue calls. Queue calls answered through the mobile app behave differently than those answered via the web:
They do not appear in Conversation History.
They are still recorded in core ServiceTitan, where they can be reviewed and reclassified as needed.
They do not show up in the Inbox.
If an employee is logged into both the web and mobile apps and answers a call on mobile, it shows as Missed in the web app.
When placing outbound calls, the mobile app uses your ServiceTitan default caller ID.
You can't view or control call recording status in the mobile app. You cannot pause the call recording.
Contacts saved in the mobile app won't appear in the web app.
Use cases
Contact Center Pro mobile app lets you:
Place and receive calls and access voicemails while away from their desks as a back-office employee (e.g., Billing, Office managers).
Use core call functions: hold, mute, transfer, and default caller ID usage.
Manage voicemails while away and decide whether to return calls immediately or delegate the task to others.
Access the mobile app
Open your device's app marketplace—App Store on iPhone, Play Store on Android.
Search for Contact Center Pro and install the app on your phone.
Once installed, launch the application and sign in using your Enterprise Hub credentials.
Mobile app overview
When you access the app, you'll see several tabs available for use:
Home: The default screen displaying your recent call history, including incoming, outgoing, and missed calls.
Contacts: A directory showing company contacts by user ID, or employee name and phone number (if Data Sharing is enabled). This also includes access to personal contacts.
Note: Uploading your personal contacts is currently not recommended.
Keypad: A numeric dial pad used to enter and call phone numbers manually.
Voicemail: A section for reviewing personal voicemails with options to listen, mark as heard, or delete.
Manage calls in the mobile app
Place and receive calls
To place an outbound call using Contact Center Pro mobile, you can do any of the following:
Use the Keypad tab to manually dial a number.
Go to the Contacts screen and select the contact to initiate an outbound call.
To answer an incoming call, you can do any of the following:
Swipe over Slide to answer if your device is inactive.
Tap Answer if your device is active.
Manage live calls
The app provides the following controls during an active call:
Mute/Unmute: Silence the call for private discussions. Unmute to allow the customer to hear you again.
Access Keypad: Access the keypad during a call to enter numbers for tasks like navigating an automated response menu.
Hold/Resume Call: Place the call on hold to consult with colleagues without the caller listening. Resume the call to continue your conversation with the caller once you're ready.
Transfer: Redirect the call to another person or agent for further assistance. You have the following options:
To an Extension or Number: This is an immediate (cold) transfer, where the call is passed without notifying or speaking to the recipient beforehand.
Attended Transfer: This allows you to connect the caller to another person after first speaking with the recipient.
To Another Voicemail: Redirect the caller to another user's voicemail box without ringing their device.
Call Actions: Use additional features during an active call to manage and control call flow.
New Call: Start a second outbound call while keeping the current call on hold.
End Call: End the call to finish the conversation with the customer.
Manage your voicemails
The Voicemail tab allows you to access and manage your personal voicemail messages directly within the mobile app. From this tab, you can:
Tap a voicemail to play the audio recording.
Initiate an outbound call to the associated customer.
View the customer's profile for additional context.
Mark the voicemail as heard.
Delete the voicemail from your inbox.
Note: Deleted voicemails are moved to the Deleted tab within the Voicemail screen.
