--- title: "Manage and view Customer and Location profiles using Contact Center Pro" slug: "manage-customer-and-location-profiles-in-contact-center-pro" tags: ["Area - Contact Center Pro", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - CSR Dispatch"] updated: 2026-11-09T15:03:56Z published: 2026-11-09T15:03:56Z canonical: "help.servicetitan.com/manage-customer-and-location-profiles-in-contact-center-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage and view Customer and Location profiles using Contact Center Pro ## Overview When a new customer contacts you, create a customer profile in the appropriate tenant account to book jobs and build relationships. This action automatically generates and links a location profile to the Customer Record. You can also edit customer contact information directly from the *Inbox* page. --- ### #### Who uses this feature - Customer service representatives (CSRs) - 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. - Coming soon: Creating a customer when no call or text is open turns on automatically for every account. There's nothing to set up. ## Things to know - As Contact Center Pro supports multi-tenancy in a single interface, new customer profiles are automatically created in the correct tenant based on the customer's call. When no call or text is open, you choose the tenant yourself. - When there are no incoming calls, the *Inbox* screen allows you to search for customers across all the tenants associated with the company. - Coming soon: When no call or text is open, you can create a new customer from the customer search without leaving Contact Center Pro. Each customer belongs to one tenant, so you choose the tenant before you enter the customer's details. See [Create a customer when no call or text is open](/docs/manage-customer-and-location-profiles-in-contact-center-pro#create-a-customer-when-no-call-or-text-is-open). - When you create a customer from an open call or text, including an ended or missed call, a voicemail, or a text conversation, the customer is created in the tenant that owns the number they called or texted. You can't choose a different tenant, and that's on purpose: the call or text belongs to that number, and the number belongs to one tenant. If the customer were created in another tenant, their record would be disconnected from the conversation that brought them in, with their call history in one tenant and their customer record and jobs in another. Keeping them together means everything about the customer stays in one place. - For the same reason, a call you place from your personal direct line is tied to the tenant your direct line belongs to. If you create the customer or book the job in a different tenant, they won't connect to the call. To keep everything together, call from the tenant's outbound number instead of your direct line. We recommend keeping the option to call from a personal direct line turned off. - If the customer's number is tied to a customer record in ServiceTitan, the *Calls* section displays the customer name and the call gets linked to the existing customer profile. If no caller ID is available, ask the customer to identify themselves to ensure that you select the right customer profile or create a new customer profile. - Ensure that you validate or manually enter coordinates for all street addresses so the jobs on the customer record can be managed properly. To troubleshoot address validation, see [Address verification is not working correctly](/v1/docs/address-verification-is-not-working-correctly). - If your account uses the guided booking flow, you can also add a location while booking a job, without leaving Contact Center Pro. - You can ask customers to opt in to your marketing texts without leaving Contact Center Pro. When you create a customer, each mobile number that hasn't opted in or out has a checkbox that's already checked, and the opt-in request goes out unless you uncheck it. Booking a job sends a request too; see [Book a job using the guided booking flow in Contact Center Pro](/v1/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro). You can also send a request at any time from the customer's contact methods. The opt-in text only asks. The customer is opted in only after they reply YES. Opt-in status follows the phone number, not the customer account. A number that's opted in on one account shows as opted in on every account it's saved on, including a new customer's. If your account sends a separate opt-in request for each marketing brand, the opt-in options don't appear in Contact Center Pro yet. ## Create a new customer profile 1. In Contact Center Pro, click **Inbox**. 2. Click **Accept Call** to pick up the call and then **+ New Customer** to add a new customer profile. ![Click Accept Call to answer the call](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-6qjez6u5.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) 3. In the *Create Customer* flyout that opens, select the *Customer Type*. Coming soon: the tenant name appears next to the flyout's title, so you can check which tenant the customer is created in. ![UI of the Create customer screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-h43uc9fr.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) 4. Under *Where will the service be performed?*, enter the following details. This creates the new customer's Location Record: 1. Location information 1. Location Name 2. Address 1. Street 2. Apt, Unit, Suite, etc. 3. City 4. State 5. Country 6. Zip / Postal Code 5. > [!NOTE] > **Note:** Try searching for and selecting the address first. Enter the address manually if no results are found. > [!NOTE] > **Note:** Address coordinates are important for efficient routing and dispatching. Validate or manually enter coordinates for all street addresses to guarantee technicians reach the exact location on time, reducing delays and improving overall operational efficiency. ![Where will the service be performed screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-16vo54kh.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) 1. Contact Methods: 1. Phone 2. Mobile 3. Email 4. Fax (for the location) 6. > [!NOTE] > **Note:** You should have at least one contact method. Click **Delete** to remove a contact method, or click **+ Add Contact Method** to add another one. Click **Notifications** for each contact method to adjust the notification preferences accordingly. ![Click Notifications for each contact method to adjust the notification preferences](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-dt1r0px4.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) For each mobile number that hasn't opted in or out, the marketing SMS opt-in checkbox is already checked. When you click **Create Customer**, the opt-in request goes to every checked number. Uncheck a number to skip it, for example if it belongs to a spouse or property manager. A number that has opted out starts unchecked, and you can check it to ask again. Numbers that are already opted in aren't sent anything. If your account uses contact management, the checkbox is on the contact and covers every mobile number on that contact. If Contact Center Pro can't load a number's opt-in status, the checkbox doesn't appear and nothing is sent to that number. If you book a job for the new customer right away, they get one opt-in text, not two. 7. Under *Who will pay for the job?*, enter the following details. This creates a new customer record: 1. From the dropdown, select **The customer is the same as the tenant** or **The customer is different from the tenant**. 1. If they're the same, the location details under *Where will the service be performed?* match the customer record and the customer you're adding pays for the job. 2. If they're different, fill in the *Billing address* information and contact methods of the party financially responsible for services. 8. When finished, click **Create Customer**. ![Who will pay for this job page](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-c8o5tzpc.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) ## Create a customer when no call or text is open Coming soon: Use this when a request reaches you outside Contact Center Pro, for example by email, and the customer isn't in ServiceTitan yet. 1. In Contact Center Pro, click **Inbox**. Make sure no call or text is open. 2. Search for the customer. 3. If no customer matches, click **Create New** in the upper right, or click the create link under the no-results message. 4. Select the **Tenant** the customer belongs to and click **Continue**. The list shows only the tenants you can access, and **Continue** is unavailable until you select one. > [!NOTE] > **Note:** If you can access only one tenant, this step is skipped and the *Create Customer* flyout opens for that tenant. 5. In the *Create Customer* flyout, check the tenant name next to the title. To choose a different tenant, click **Back**. Going back clears the details you've entered. 6. Enter the customer's details as described in [Create a new customer profile](/docs/manage-customer-and-location-profiles-in-contact-center-pro#create-a-new-customer-profile). The required fields follow the tenant you chose. For example, if that tenant requires a phone number and an email, you can't save without both. 7. Click **Create Customer**. The new customer opens in the customer panel, in the tenant you chose. 8. To book a job now, click **Book Job**. The customer's only location is selected for you. See [Book a job using the guided booking flow in Contact Center Pro](/v1/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro). > [!NOTE] > **Note:** Click **Cancel** in the tenant dialog or the flyout to return to the search without creating a customer. ## View a Customer record in Contact Center Pro When a call comes in from a known customer, their record is automatically pulled up. Currently, Contact Center Pro displays limited customer information. If the caller is not recognized, you will need to search for or create a new profile before the record appears. ## Use the Customer Search If you're not on a call, you can use the Search bar to find and view any customer profile. The results will include profiles from all ServiceTitan tenants you have access to. When you click **Search**, the tenant account name appears next to the customer's name in the results. Coming soon: If no customer matches, you can create one. See [Create a customer when no call or text is open](/docs/manage-customer-and-location-profiles-in-contact-center-pro#create-a-customer-when-no-call-or-text-is-open). ![The tenant account name appears next to the customer's name in the results](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-sgvcjxrp.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) ## View a Customer/Location record in ServiceTitan If you need more detailed information, you can click the **Customer** or **Location Links** to view the full profile in ServiceTitan in a new tab. - **Customer Profile**: Use this when discussing details such as an invoice. - **Location Profile**: Use this when discussing location-specific matters, such as a recent job. ![click the Customer or Location Links to view the full profile in ServiceTitan](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-589neafu.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) ## Edit a customer profile You can edit the customer's *Contact Methods* right from the *Inbox* screen. 1. On the *Inbox* screen, search for and select the customer account you want to edit. > [!NOTE] > **Note:** You can also edit the customer's account while you're on a call with them. 2. Go to the *Contact Methods* section and then click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D)**.** ![Edit the contact methods of the customer in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-s3n643ij.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) > [!NOTE] > **Note:** Contact method options are *Phone*, *Mobile*, *Email* and *Fax*. You should have at least one contact method. 3. On the *Edit Contact Methods* flyout that opens, update or add the *Phone*, *Mobile*, *Email*, or *Fax* information. 4. Click **+ Add Contact Method** to add another contact method. You can also click **Delete** to remove a contact method. ![Click + Add Contact Method to add another contact method](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-x422o7bf.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) 5. Click **Notifications** for each contact method to adjust the notification preferences accordingly. ![Click Notifications for each contact method to adjust the notification preferences](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-and-view-customer-and-location-profiles-using-contact-center-pro-image-xquepr0f.png?sv=2026-02-06&spr=https&st=2026-11-13T09%3A04%3A54Z&se=2026-11-13T10%3A04%3A54Z&sr=c&sp=r&sig=NzBy6jLBvS9nRruDZ5yujrdFyPTw2DVs0ULH7efDNzY%3D) > [!NOTE] > **Note:** Whichever contact method you add has notifications checked by default. 6. For a mobile number, check the **Marketing SMS Opt-In** row under **Notifications**. It shows the number's status: **Unknown**, **Opted In**, **Opted Out**, **Pending**, or **Global Opt Out**. To ask the customer to opt in, click **Send Request**. If the number has opted out, the button reads **Re-Send Request**. The status changes to **Pending** once the request goes out. For what each status means, see [Generate opt-in requests for marketing text messages](/v1/docs/generate-opt-in-requests-for-marketing-text-messages). **Note:** Send Request is unavailable when the number is already opted in, a request is pending, the number has opted out of all your texts (Global Opt Out), the number isn't valid, or your account isn't set up to send opt-in requests. Hover over the button to see why. **Note:** If Contact Center Pro can't load a number's opt-in status, the row is hidden and the card shows *Couldn't load opt-in status*. If a request fails to send, you see *SMS Opt-In Request failed, please try again.* 7. When you're finished, click **Save**. > [!TIP] > **Tip:** You can access and edit the full customer profile by clicking the customer's name. This opens a new browser tab with the customer record. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Place outbound calls through Contact Center Pro](/v1/docs/place-outbound-calls-through-contact-center-pro) - See [Use your call bar in Contact Center Pro](/v1/docs/use-your-call-bar-in-contact-center-pro) - See [Book a job using the guided booking flow in Contact Center Pro](/v1/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro) - See [Generate opt-in requests for marketing text messages](/v1/docs/generate-opt-in-requests-for-marketing-text-messages) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)