Live Services offers two ways for your customers to reach our trained representatives: Live Voice and Live Chat. With Live Voice, customers can speak directly with our Customer Service Representatives over the phone. Alternatively, they can use text-based chat to communicate with our agents, accessible right from your website.
Setup
What you need to get started & how it works
Live Services help you to:
Deliver exceptional customer service day and night with our industry-trained agents available 24/7.
Increase revenue by answering all calls and converting them to jobs, with agents booking directly to your ServiceTitan dispatch board.
Create workflows to prioritize emergency bookings, notify the right team, and ensure no urgent request is missed.
Account configuration is required to use this feature. Reach out to your Customer Success Manager (CSM) for more details.
Key workflows
Scheduling Pro/ Schedule Engine and Live Services
ServiceTitan now offers a variety of scheduling optimization tools, including Scheduling Pro and Live Services, while also maintaining the legacy Schedule Engine to support traditional scheduling workflows.
Scheduling Pro
Scheduling Pro is a modern scheduling tool that provides the smoothest online booking experience for your customers. With Scheduling Pro, you get full control of every aspect of the booking process, from real-time availability, question logic and mapping— all integrated and directly accessible from your ServiceTitan account. Scheduling Pro is available for all ServiceTitan customers using Schedule Engine and is intended to replace that tool on your site. For more information, see Scheduling Pro.
Schedule Engine (Legacy)
Schedule Engine is a standalone booking platform that is now part of ServiceTitan. Schedule Engine lets customers self-diagnose and book appointments online. It is managed independently of the rest of your ServiceTitan account. For more information, see Schedule Engine.
Live Services
Live Services is a human-powered solution that features CSRs handling voice and chat bookings. Ideal for peak seasons or after-hours, Live Services focuses on delivering personalized customer interaction rather than automated scheduling, ensuring no opportunity is missed during busy times. For more information, see Live Services.
Feature | Integration | Primary Use Case |
|---|---|---|
Scheduling Pro | Fully integrated into ServiceTitan. | Extensive customization, advanced scheduling automation, and full control over the scheduling experience. |
Schedule Engine | Standalone platform requiring separate credentials. | Self-diagnosis of issues and appointment booking with fewer customization options, offering a basic scheduling solution. |
Live Services | Operates on the Schedule Engine platform. | Real-time support by trained agents who manage overflow, after-hours, and weekend calls and chats. |
Live Voice
Live Voice allows you to direct your customers to our industry-trained customer service representatives over the phone.
Live Chat
Direct your customers to our industry-trained agents with text-based chat that your customers can access from your website.
FAQ
Why are there too many “handoffs” or not enough bookings?
Check to ensure you have no Buffers or Blockers enabled in your Scheduling Pro Dashboard.
Note: This will cause the availability to be pushed out or blocked off for certain days and job types.
Contact Technical Support to determine your current configuration.
What is causing incorrect escalations?
Is your on-call schedule up-to-date on the Schedule Engine Dashboard?
We refer to this to determine to whom and how we escalate the issue.
If you need additional help, schedule a meeting with your CSM for a quick training.
Which jobs should we be booking?
Confirm with Technical Support or your CSM that we have an accurate representation of the types of jobs you would like to book and escalate.
For example: No heat, All jobs, Emergencies only, etc.
How aggressive or conservative would you like us to be with booking jobs? What’s your stance?
How should we be escalating jobs?
Notify, Notify + Book, Notify + Book + Assign
Do your technicians know how to accept and receive escalations?
We send a text with a link to the job in the dashboard.
Your technician needs to accept the escalation. Technicians need to call the customer if they can’t accept the emergency after hours. If they decline the escalation, there is no way to notify the customer who will be expecting a call back or a technician to arrive.
Why do our calls have an incorrect tone or interaction quality?
Schedule a meeting with your CSM so we can determine the root cause of the issue. We want to hear your feedback.
File a ticket with some example interactions: https://support.scheduleengine.com/support/tickets/new
Do Live Agents have direct access to our Field Management Software?
No. If you see availability in your Field Management Software but our Live Agents aren’t offering it, it’s likely that they haven’t made those time slots available in the scheduler.
For more, see Live Services - FAQ.