Basics
Who uses Field Pro?
This feature is for technicians who sell estimates and their sales managers. While this feature records technicians' conversations with customers as soon as they start a job, office managers use it to analyze the conversation and find opportunities to improve technicians' ability to make a sale.
How does Field Pro help technicians diagnose problems and deliver a great customer experience?
Field Pro equips technicians with Atlas in Field Pro, giving them instant access to equipment specifications through nameplate scans, manuals, wiring diagrams, and guided diagnostics. This saves time and reduces the need for outside support. Technicians also receive pre-job briefs with customer history and sales plans, helping them stay prepared and follow a consistent process from greeting to closing, creating a professional, impressive experience for every customer.
What kind of insights and analytics does Field Pro provide?
Field Pro's desktop combines job-level data with call recordings to deliver actionable performance insights. You can view technician and team scorecards, analyze key performance drivers on the Insights Summary page, and track behavioral trends or compare individual KPIs.
Field Pro's mobile application provides field reps with AI generated feedback on every call, helping them learn from mistakes and improve future calls.
Can I customize my bookmarks?
Currently, ServiceTitan does not offer this capability. However, we plan to add this feature in the future. Please let your Pro Product Specialist know if you are interested in this capability.
Can we limit admin access?
Yes, your Pro Product Specialist can configure which users are admins.
Field Pro Standard
Can I use Field Pro Standard in ServiceTitan Mobile?
Yes, you can use Field Pro Standard in the ServiceTitan Mobile (legacy) app. You do not have to switch to the new Field Mobile App right away.
Does Atlas in Field Pro support equipment used in Australia?
Yes, partially. Atlas in Field Pro supports about 50% of Australian equipment today, mainly for brands that are used across multiple countries.
Recordings
Who has access to my recordings?
Users can see all recordings by every technician who uses Field Pro.
What is the maximum duration for a recording?
You can record for up to 6 hours in a single session.
Can I delete recordings if I made one by accident?
You can mark a conversation as Private, which makes it only visible to the recorder.
If you need to delete recordings, you can click the Delete icon while recording, or once the recording is posted swipe left to delete.
My recordings from today haven't been uploaded. What should I do?
Most recordings are transcribed and analyzed on mobile within minutes and are visible on the web within 30 minutes.
There are a few steps that you need to follow:
Exit and re-open the Field Pro app on a reliable Wi-Fi connection.
You may use other apps but do not hard exit out of Field Pro. This allows Field Pro to process and upload the recording in the background.
If the Field Pro app is running in the background, the upload happens automatically.
What if I don't want to record certain jobs?
We recommend technicians record all service and repair jobs, since Field Pro is more effective when there are more recordings. If you don't want to record a certain job, tap Cancel on the recording notice pop-up when you arrive.
Can I make a phone call while I'm recording?
Field Pro will automatically pause recording if you take or make a phone call. The recording will automatically start again when you are done with your call.
How can I pause the recording?
Tap Pause in the Field Pro app, then Resume when ready.
In most cases you can keep recording even if nothing relevant is happening or during unrelated chats. AI is built to filter out noise and still deliver the right insights from the recording.
Does Field Pro stop recording when I take a video?
Yes, it pauses temporarily. When you start recording a video, Field Pro automatically pauses the recording because the phone can only let one app use the microphone at a time. The recording resumes automatically when the other app stops using the microphone.
What if there is loud background noise while I'm recording?
Field Pro reduces background noise as much as possible and generates a clean transcript.
In a two-party consent state, do I need the customer's formal permission to record?
In two-party consent states, technicians inform the customer the conversation is being recorded. If the customer continues the conversation, after being informed, the customer is giving implied consent.
How long does it take for a recording to upload?
On the Field Pro mobile app, recordings upload almost immediately. For managers viewing them from the office, recordings are typically visible within 15–30 minutes. This timing can vary based on device capabilities and network speed.
How long is recording data stored, both in the app and in the backend?
On your device: Recordings are removed from the device after they finish syncing to the cloud.
In the app: When you play a past call you're streaming it from the cloud, recordings are available in the UI for review.
In the backend: Recordings are stored indefinitely in our database so that you can review your past calls at any time. However, technicians can manage and delete their own recordings, and admins can manage and delete recordings for their team.
Note: Sensitive data, such as Personally Identifiable Information, Credit Card Numbers, is automatically redacted from the conversation transcripts if detected by the AI.
If recording starts automatically on arrival, can we send an SMS to the customer beforehand to stay compliant?
Yes. You can customize dispatch and reminder messages to let customers know conversations may be recorded. This is a good first step, but it may not be sufficient in all cases: because an SMS might be received by someone other than the person speaking with the technician, technicians in two-party-consent jurisdictions must still verbally inform customers before recording begins.
Can I pause a Field Pro recording and continue it the next day?
No, you cannot pause recordings for long periods like overnight. Apps get closed by your phone's system after being paused too long.
For multi-day jobs, create separate recordings for each day.
If I use multiple devices during a job, what happens to my recording?
Note: This applies only if you use the Legacy ServiceTitan Mobile and you're recording in the Field Pro app. If you use Field Mobile App, multi-device recording is not supported.
The recording starts on the device where you tap Arrive and ends when you close out the job. The recommended multi-device workflow is:
Install the Field Pro app only on the device you tap Arrive. The Field Pro app on this device should capture the full recording.
Do not install the Field Pro app on any other device you use during the job.
If you switch devices during the job, these are the two most common scenarios:
If you arrive on one device and close out on a different device, you may get a recording that keeps running and may not link to the job. If this happens, manually stop the recording in Field Pro app.
If you arrive and close out on the same device, the recording should stay complete. The other device will not record, and you may need to log back into the original device to close out. For this to work, Field Pro must not be installed on the other device, or it can create incomplete recordings.
Pre-job briefs
Can I change the voice used for pre-job briefs on mobile?
No, you currently can't change the pre-job briefs voice on mobile.
Why can't a technician see a pre-job brief even though permissions are enabled?
Pre-job briefs are only created when a technician already has the Enable job briefs permission at the time they're assigned to the job. If you turn on the permission after the technician was assigned, the pre-job brief won't be generated. To fix it:
Turn on the Enable job briefs permission in Settings > Technicians.
Unassign the technician from the job, then reassign them. The pre-job brief will be generated automatically.
Field Pro app
What are the system requirements for Field Pro app?
Device: iPhone or Android device released within the last 3–4 years,
While Field Pro is supported on both platforms, we recommend iOS for the most consistent performance and overall experience.
RAM: Performance can vary depending on the device and how Field Pro is used. Many modern phones and tablets work well, but we recommend devices with 8 GB of RAM or more to help ensure smoother performance.
Tip: Test Field Pro on your intended devices to make sure performance meets your needs.
Operating system: The latest operating system version available for your device.
Storage: At least 10 GB of free space to support reliable audio recording and prevent OS-related storage interference.
Does Field Pro work offline like the ServiceTitan mobile app?
Recordings can start and continue functioning if the device loses connectivity. However, features such as listening to calls and analyzing calls require a stable internet connection.
Does Field Pro capture different languages?
Yes. The recordings can capture and process all major languages, including English, Spanish, and French. To enable this on the Field Pro app, go to Settings and turn on the Multi-language mode toggle.
Note: Bookmarks are supported only in English.
Other
Can I upload my own training content?
Not currently. Field Pro doesn't support uploading your own training content yet.
Troubleshooting
Why isn't my mobile app triggering the recording when I arrive at my job?
If you just enabled this feature, log out and log back into your ServiceTitan mobile app, as well as Field Pro app. You can also ask your manager or an office employee to make sure that your account is configured and Field Pro is turned on for your technician account. Also, make sure to check the following:
Your mobile device is running the latest version, for example check that your iPad is on the latest iOS version.
Make sure your Field Pro is on the latest version.
Why is my transcription wrong?
Common causes are poor microphone placement, background noise, or starting the recording mid-conversation. Try these steps:
Make sure your device is in a good position to pick up everyone speaking.
Make sure you are recording the full conversation.
If the problem continues, contact ServiceTitan technical support and include a short audio clip or a timestamped example so we can investigate.
I entered the wrong name, email, or phone number when I signed up, how do I fix it?
Contact ServiceTitan technical support to update your account information from the backend.