Record a Job with Field Pro V2

Overview

Field Pro v2 records your conversation with the customer while you work the Job, so you and your manager can review it later for coaching. Recording happens inside the ServiceTitan Field app (ST Field). There's no separate app to open. When you arrive at the job, Field Pro starts recording on its own (after a consent step, if your company uses one) and keeps recording in the background while you work.

This article covers what you see on your phone or tablet during a recorded job.

Things to know

• Recording is tied to the Appointment. When you arrive at the job, Field Pro starts recording on its own; you don't need to press anything. If a recording ever isn't running when it should be, tap Start Recording in the banner at the top of the screen.

• Leaving the job site doesn't pause or stop the recording. Pausing the recording keeps it open until you resume it. Pausing the appointment stops the recording; when you resume the appointment, recording starts again on its own.

• If a control is greyed out, your office has turned it off, either for everyone or just for you. You'll see the message "Recording controls are disabled by your office administrator." That's a setting, not a bug.

• Field Pro pauses on its own when something else takes the microphone, such as a phone Call, a voice assistant or recording a video. It resumes on its own when the interruption ends.

• If your headset or other microphone disconnects, Field Pro pauses and stays paused until you resume it. On iPhone and iPad you'll get a Recording paused notification; tap it and resume from the banner. Check the banner after any change to your audio device.

• Try not to force-quit ST Field during a job (swiping it away in the app switcher). If you do, reopen ST Field; recording picks up again on its own. Switching to other apps is fine; recording keeps going.

• Recording works without a signal. If you lose connection, Field Pro keeps recording and finishes uploading once you're back online.

• A single recording maxes out at 12 hours.

• Recordings are stored in the cloud. They don't permanently take up space on your device.

• Field Pro v2 automatically removes common sensitive details, such as phone numbers, payment numbers and ID numbers, from the transcript and audio. Detection is automatic, so it may not catch everything. See Troubleshoot Field Pro v2 and FAQ for more.

Before the job: the home screen

On the ST Field home screen, the View Field Pro button opens your Field Pro area: your dashboard (Day in Review, if your company uses it, and your performance summary), recordings, comments, the leaderboard and playlists. You don't need to open it to record a job.

Step 1: Work the job as you normally would

Open your assigned job and dispatch as usual. If your company uses pre-job briefs, listen to yours on the way. When you get to the customer, tap Arrive and confirm.

Step 2: Handle the consent step

Your company either requires a consent step or doesn't. Your office or your Pro Product Specialist can tell you which.

If consent is required, the banner at the top of the screen reads Tap for consent message. Tap it to see a short message to share with the customer, for example: "I wanted to let you know that we record our conversations for quality and training purposes." Tap Play Audio Message if you want it read aloud. Then tap Consent Received. Recording starts at that moment; nothing is captured before you tap it.

Tip: Your greeting and the consent conversation aren't captured, so tap Consent Received as soon as the customer agrees.

If the customer doesn't want to be recorded, close the prompt without tapping Consent Received. Nothing is recorded. If recording has already started and the customer asks you to stop, use Stop or Delete if your office allows it; otherwise, tell your office.

If consent isn't required, recording starts automatically when you arrive. You won't see a prompt.

Step 3: Confirm the recording is running

Once recording starts, a recording banner appears at the top of the screen showing a red dot and the elapsed time.

Tap the banner to open the recording controls.

The moving audio line is the quickest way to confirm the microphone is picking you up. Depending on what your office allows, you'll see some or all of these controls:

If a control is greyed out, your office has turned it off. Ask your manager how they want you to handle recordings on jobs.

Step 4: Work the job; recording runs in the background

After the recording starts, put the phone or tablet down and work the job. You don't need to keep the recording screen or the app open; Field Pro keeps recording in the background.

Step 5: End the recording

You don't need to stop the recording manually. Pausing the appointment or closing out the job both stop the recording.

Once the recording stops, it uploads in the background; you don't need to keep the app open. When processing is done, the recording appears in your Field Pro area with its summary, transcript and scorecard.

Before you sign out of ST Field, stay online for a few minutes so any recording can finish uploading. This matters most on a shared device.

Working on more than one device

If you're signed in to ST Field on more than one device, such as a phone and a tablet, each one may record the appointment. Afterward, Field Pro keeps the recording that best captured the conversation and removes the others, so they don't affect your scores. Removed recordings can't be opened in Field Pro.

Best practice: treat one device as your recording device and keep it with you during the customer conversation. Use the other device for photos, forms and presenting.

Want to learn more?

• See Mid-Call Check-In with Ask Atlas in Field Pro v2

• See Review your performance and recordings in Field Pro v2

• See Troubleshoot Field Pro v2 and FAQ