Overview
Call Continuity is a backup call-routing feature you activate only during a service disruption. When enabled, incoming calls bypass your standard Contact Center Pro workflows and route directly to your backup destination — your ServiceTitan Voice Agent or an external phone number.
Enterprise Hub administrators can manage Call Continuity for all tenants in their network from a single screen in Contact Center Pro. Administrators at the individual tenant level can manage Call Continuity from their ServiceTitan Settings.
Who uses this feature
Administrators and managers
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.
The Forwarding Number Settings and Phone Settings ServiceTitan permissions are required to use this feature. Please contact the account administrator on your team.
Things to know
The Call Continuity Number must be an external number, not a ServiceTitan tracking number or an employee's direct line.
Call Continuity should only be enabled during a service disruption. When active, all incoming calls for the affected tenant(s) bypass your standard workflows. You can route calls to one of two destinations:
ServiceTitan Voice Agent — Routes calls to your Voice Agent, which automatically answers, transcribes, and books calls. This option is only available if Voice Agent is enabled and configured for your account.
Note: Enable your Voice Agent in both Contact Center Pro and core ServiceTitan. Once set up, your settings automatically sync between the two systems.
External Number — Routes calls to a custom phone number, such as a third-party answering service, a third-party voice agent, or a backup telephony solution.
Each tracking number can have its own unique Call Continuity number. Set these in Settings
> Contact Center Pro > Phone Numbers.
Add a default Call Continuity Number in ServiceTitan
In ServiceTitan, go to the navigation bar and click Settings
.In the side panel, click Contact Center Pro > Call Continuity.
In the Default Call Continuity Number section, select your destination:
ServiceTitan Voice Agent Number: Select this option to set ServiceTitan's Voice Agent as the primary responder. Calls will be automatically answered, transcribed, and booked according to your Voice Agent settings.
External Number: Select this option to route calls to a custom phone number, such as a third-party answering service, a third-party voice agent, or a backup telephony solution.
Select External Number.
Enter the phone number in the Phone Number field.
Click Save.
Note: The ServiceTitan Voice Agent Number option is only available if both the Contact Center Pro Voice Agent and standalone Voice Agents are enabled for your account. If you have multiple Voice Agents configured in your account, enabling the Voice Agent as your Default Call Continuity number will send all calls to your first (oldest) Voice Agent.
Enable or disable Call Continuity from your ServiceTitan account
In the Status section, turn on or off the Enable Call Continuity toggle.
When enabled, the page displays a warning that standard routing is bypassed. Place a test call to one of your tracking numbers to confirm calls are reaching your continuity destination.
When disabled, calls return to your standard Contact Center Pro workflows. Place a test call to confirm normal routing is restored.
Access the Call Continuity screen in Contact Center Pro
Use this path to manage Call Continuity across all tenant accounts in your Enterprise Hub network.
In Contact Center Pro, go to Settings
> Call Continuity.The Call Continuity Status table lists all ServiceTitan accounts in your network. For each tenant, you can see:
Tenant Name: The name of the ServiceTitan account.
Default Call Continuity Number: The backup destination configured for that tenant (either a phone number or Voice Agent).
Exceptions: The number of phone numbers using a custom continuity number instead of the account default.
Call Continuity Status: Whether Call Continuity is currently on or off for that tenant.
Click Update Settings next to any ServiceTitan account to open that tenant's Call Continuity settings in a new tab.
Enable Call Continuity for your tenant accounts
Enable Call Continuity for all tenants
Caution: Before enabling Call Continuity across all tenants, review your tenant list to ensure each account is active on Contact Center Pro. If you find any tenants that are not on Contact Center Pro, contact your Customer Success Manager (CSM) to have them removed. This helps prevent potential call disruptions.
On the Call Continuity screen, click Turn On For All.
In the confirmation dialog, review the message and click Turn On For All to confirm.
The Call Continuity status badge at the top of the page changes to Active, and all tenants in the network show On in the Call Continuity Status column.
A system-wide banner appears in Contact Center Pro to notify agents that calls are currently bypassing standard routing.
Enable Call Continuity for a specific tenant
In the Call Continuity Status column, toggle the switch to On for the tenant you want to enable.
The toggle updates immediately to reflect the change.
Disable Call Continuity for your tenant accounts
Disable Call Continuity for all tenants
On the Call Continuity screen, click Turn Off For All.
In the confirmation dialog, review the message and click Turn Off For All to confirm.
The Call Continuity status badge changes to Inactive, and all tenants show Off in the Call Continuity Status column.
Disable Call Continuity for a specific tenant
In the Call Continuity Status column, toggle the switch to Off for the tenant you want to disable.
The toggle updates immediately to reflect the change.