Overview
Field turns every job into a coaching and learning opportunity by recording your customer conversations, giving you AI-guided troubleshooting from Atlas, and previewing each job before you arrive — all from the ServiceTitan Field Mobile App on iOS or Android. This quick start guide walks you through downloading the app, signing in, recording your first job, handling the privacy disclosure with customers, and building habits that keep your recordings consistent. With ServiceTitan Max, you have Field Advanced from day one.
Who uses this feature
Technicians
Applies primarily to Residential Service and Commercial Service business types
Feature configuration
Account configuration and office setup are required to use this feature. Please contact your office for details. Field Pro must be enabled for your account, and Atlas in Field Pro requires additional office setup.
The following permissions are required to use this feature. Please contact the account administrator on your team:
Enable Field Pro – Standard (for Atlas, equipment info, and troubleshooting)
Enable Atlas in Mobile for Technician
Enable job briefs (for Pre-Job Briefs)
Things to know
Before getting started with Field, make sure to review the legal disclaimer your office provides about recording customer conversations.
Field Pro recording only starts after your status changes to Working and you have launched the Field Mobile App. It will not start recording silently in the background while your device is locked — both iOS and Android prevent this behavior.
Recording stops automatically when you mark the job Completed. If you pause the job, you'll need to manually resume recording when you return to work.
iOS and Android devices from 2020 or newer are supported. Tablets generally produce higher-quality recordings than phones.
Avoid magnetic tablet cases on iOS. Apple's security protocols can cause microphone interference and audio loss. Use non-magnetic cases only.
Other apps that use the microphone or camera (phone calls, photos, talk-to-text) may temporarily pause recordings while in use. Recording resumes automatically when the other app releases the microphone.
Use one device per job — don't switch between phone and tablet during the same job, as this creates fragmented or duplicate recordings.
Your job is part of a larger workflow: a CSR books it through Contact Center Pro, a dispatcher assigns it through Dispatch Pro, and your work feeds back into the office through ServiceTitan — Field is the technician-facing layer of that connected workflow.
Best practices
Verbally inform every customer that the conversation may be recorded, even when your state only requires one-party consent. Frame it as a quality and coaching tool — it builds trust and protects you in two-party consent jurisdictions where verbal notice is required.
Open the Field Mobile App immediately when you tap Arrived — the app must be in the foreground for recording to begin reliably.
Place your device thoughtfully during the job — clear line of sight to the conversation produces cleaner audio.
Listen to your Pre-Job Brief on the way to the job. Knowing customer history before you knock builds rapport and surfaces upsell or cross-sell opportunities.
Use Atlas before quoting unfamiliar equipment. The AI-cited sources help you present credible solutions and avoid second trips for parts.
Review your own recordings in the Film Room after a few jobs. Self-coaching from real conversations is one of the fastest ways to improve close rates.
Use cases
A residential HVAC tech arrives at a no-cool call, listens to the Pre-Job Brief on the way, taps Arrive, gets the consent prompt, completes the job, and the recording syncs to the cloud automatically.
A plumbing tech runs into an unfamiliar tankless water heater error code, opens Atlas from the equipment screen, asks a troubleshooting question, and gets cited manufacturer documentation in seconds.
A commercial service tech pauses a multi-day job at the end of day one, then creates a new recording the next morning when they resume — because Field Pro recordings cannot be paused overnight.
A technician reviews a recent recording where they handled a "let me think about it" objection well, then shares the clip with a teammate who's working on the same skill.
Step 1: Download the Field Mobile App
During Limited Release, the Field Mobile App is available for specific accounts. After it is enabled for your account, you can download and install it on your device.
On Android
Open the Google Play Store on your Android phone or tablet.
Search for ServiceTitan Field.
Tap Install to download the app.
On iOS
Open the App Store on your iPhone or iPad.
Search for ServiceTitan Field.
Tap Get to download the app.
Step 2: Sign in to the Field Mobile App
Before signing in, your office must create a technician profile for you. There are two ways to do this:
Your office can email you an invitation to create a profile yourself.
Your office can manually create a profile and provide temporary credentials. You'll be prompted to change your password after you sign in.
On Android
Tap Field to open the app.
On the Sign in screen that opens, tap Sign In.
Enter your Username and Password, then tap Sign In.
On iOS
Tap ST Field to open the app.
On the Sign in screen that opens, tap Sign In.
Enter your Username and Password, then tap Sign In.
Note: If you sign in to the Field Mobile App on another device, you'll be automatically signed out on your original device. Plan to use one primary device per shift.
Password requirements
Passwords must:
Have 10 or more characters
Include at least one uppercase and one lowercase character (A–Z and a–z)
Include at least one number (0–9)
Be uncommon and different from your last five passwords
Tip: Add a special character like @ or # to make your password more secure. After one year, you'll be prompted to reset your password for security.
Step 3: Prepare for the job with a Pre-Job Brief
Before you arrive, Field generates a Pre-Job Brief — an audio overview of customer history, prior interactions, and job context.
Open the current job in the Field Mobile App and tap Dispatch.
Tap the Play Job Brief to play the audio overview.
Note any past service issues, upsell opportunities, or customer preferences mentioned in the brief.
Note: Pre-Job Briefs are generated only for technicians who have the Enable job briefs permission at the time they're assigned to the job. If you don't see a brief for a job, ask your office to check that the permission was active when you were dispatched.
Step 4: Record the job with Field
Field starts recording the minute you arrive at a job — but only after you have changed your status to Working and launched the Field Mobile App.
Arrive at the job
ServiceTitan offers two ways to mark that you have arrived. Auto-Arrive is strongly recommended — manual arrival isn't reliable and can create gaps in your recordings and reporting.
Auto-Arrive (recommended): When you dispatch and are within 125 meters of the job service location, the app auto-arrives you and changes your status to Working.
Note: Ensure "Enable Auto Arrive" is enabled so recordings start automatically when a tech arrives at a job and ensure techs are logged into the Field Pro App.
Manual status change: You can manually tap Arrived and change your status to Working if Auto-Arrive doesn't fire.
Caution: Field does not start recording if the device is locked, even when Auto-Arrive fires. Unlock your phone and open the Field Mobile App to make sure recording begins.
Start the recording
After your status changes to Working, open the Field Mobile App (or bring it to the foreground if it's already running).
Verbally inform the customer that the conversation will be recorded, then tap OK to continue.
If your organization is configured to ask for consent, a Consent Received notice appears.
If the customer grants consent, tap Yes to continue recording.
If the customer declines, tap No, cancel recording to stop.
Once consent is captured, Field continues recording in the background while you work.
Note: On iOS, a recording indicator appears at the top of your screen as a visual reminder that recording is active.
Pause and resume
If you need to step away or pause the job:
Pausing the job automatically stops the recording.
When you return, switch to the Field view in the Field Mobile App and tap Resume to continue recording.
Caution: Recordings cannot be paused overnight or for long periods. Your phone's system closes paused apps after extended inactivity. For multi-day jobs, create a separate recording for each day.
Complete the job
Finish the job and close it out as you normally would.
Change the job status to Completed.
The recording automatically stops and posts.
Note: Recordings upload almost immediately from your device. Managers viewing them from the office typically see them within 15–30 minutes, depending on device and network speed.
If recording fails to start
If your recording does not start within 30 seconds, you'll see a warning that the call isn't being recorded. To fix it:
Confirm you're signed in to the Field Mobile App.
Confirm Field Pro is enabled for your technician profile (your office can verify this).
Tap Start Recording to try again.
Step 5: Use Atlas in Field for troubleshooting
Atlas is the AI assistant inside Field that gives you guided diagnostics, equipment documentation, and answers to troubleshooting questions — without leaving the job page. It is powered by Titan Intelligence and currently supports Commercial HVAC, Residential HVAC, and Plumbing.
Open the job in the Field Mobile App.
Tap Ask Atlas.
On the Atlas screen that opens, tap Troubleshooting.
Select the equipment using one of these methods:
From the equipment list: Tap Location Equipment to view all equipment installed at the job location, select the unit, then tap Submit.
By model number: Tap the Model Number dropdown, type at least 4 characters, select the matching model, then tap Submit. Optionally narrow results with the Manufacturer and Model Line dropdowns.
Tip: If you add equipment using Optical Character Recognition (OCR), the equipment model is automatically preselected when you tap Ask Atlas from the equipment screen.
In the Ask Atlas field, enter your question and tap Send.
Review the cited sources in Atlas's response to verify the information before acting.
Example troubleshooting questions
How do I change the fan speed?
How do I test static pressure?
Why would the blower not start?
How can I diagnose a bad ECM?
Why is the compressor not running?
How can I test the high-limit switch?
Caution: Atlas may generate inaccurate, incomplete, or outdated responses. Verify details before acting and don't treat it as professional advice. Unsupported equipment is marked with a red triangle — you can still ask questions, but full documentation may not be available.
Step 6: Understand privacy disclosures
Field is built around two privacy commitments: customer recording transparency and technician data privacy. Both are important to your daily use of the app.
Customer recording disclosures
Recording does not start until the customer accepts the consent prompt (when consent is configured) or is verbally informed.
In two-party consent states, both parties must agree to be recorded. Verbally inform the customer; if they continue the conversation, that constitutes implied consent.
In one-party consent states, only one party must agree. Verbal notice is still a best practice for trust and transparency.
SMS pre-notification helps but isn't enough by itself in two-party consent jurisdictions. Your office can include recording disclaimers in dispatch notifications, but you still need to verbally inform the customer at the job.
Atlas data privacy
Atlas is powered by Titan Intelligence. Keep these points in mind when using it:
Your conversations with Atlas may be stored to improve the service.
Avoid sharing sensitive customer information (PII, credit card numbers, account credentials) in Atlas prompts.
Atlas responses may be shared with third-party service providers in accordance with the ServiceTitan Privacy Policy.
Recording storage
On your device: Recordings are removed from your device after they finish syncing to the cloud.
In the app: Past recordings are streamed from the cloud when you play them.
In the backend: Recordings are stored indefinitely so you can review them at any time. You can manage and delete your own recordings; admins can manage and delete recordings for the team.
Sensitive data redaction: PII and credit card numbers are automatically redacted from transcripts when detected by the AI.
Step 7: Build habits for consistent usage
Recording every job is only as valuable as the consistency you bring to it. Here are habits that separate technicians who get coaching value from Field from those who don't.
Daily habits
Charge fully overnight and use a vehicle charger during the day. Recording, GPS, and Atlas all consume battery.
Open the Field Mobile App at the start of your shift and confirm you're signed in before your first dispatch.
Listen to each Pre-Job Brief on the drive to the job — it sets you up to walk in prepared.
Tap Arrive only when you're physically at the job and ready to speak with the customer. Premature arrives lead to silent recordings.
Verbally inform every customer about recording — make it part of your standard greeting.
Per-job habits
Bring the Field Mobile App to the foreground the moment you tap Arrive.
Watch for the recording indicator (iOS shows it at the top of the screen) to confirm recording is active.
Use Atlas early in the diagnostic step, not after you've already made a call on the equipment.
Close out the job on the same device you started on. Switching devices breaks the recording link.
Weekly habits
Review a few of your own recordings each week in the Film Room. Listening to real calls — your own and your peers' — is the fastest way to spot what's working and what to refine.