Resolve Embedded Dialer issues

  • Updated on Mar 27, 2026
  • Published on Mar 12, 2026
  • 3 minute(s) read
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Overview

ServiceTitan Embedded Dialer is a direct integration with Dialpad into ServiceTitan. Most issues with the Embedded Dialer are usually related to your browser or network.

Who uses this feature

  • Office employees and Customer Service Representatives (CSRs)

  • Applies to all business types

Feature configuration

  • This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

  • Account configuration is required to use this feature. Please contact Technical Support for details.

Things to know

  • Customer service representatives (CSRs) who have Advanced Seats can use the embedded dialer to take and make calls and book jobs. For more, see Understand standard and advanced seats.

  • Embedded dialer performance is tied to the performance of your browser.

  • The embedded dialer operates differently than the desktop app. The calls made with the Click-to-Call feature initiate a direct call out.

  • If the CSR is on an active call, the call only remains on the tab that the call was accepted on. If the CSR has multiple tabs open, they have to enable the embedded dialer in each new tab which should be disabling in other tabs.

Enable or disable the embedded dialer in ServiceTitan

Advanced Seat employees have the option to activate and deactivate the embedded dialer and manage their preferences directly through their ServiceTitan account.

To enable the embedded dialer:

  1. Go to the navigation bar and click Phones Pro.

  2. Click View Phone Preferences, then click Phones Pro again.

  3. Turn on the Enable the embedded phone toggle. Settings for enabling and auto-collapsing the embedded phone feature in Phones Pro.

To disable the embedded dialer:

  1. Go to the navigation bar and click Phones Pro.

  2. Click Settings. User interface of Phones Pro showing call options and recent contacts list.

  3. Turn off the Enable the embedded phone toggle.

Prevent browser-related issues

Use one tab at a time

The embedded dialer should only be active in one tab at a time. When switching and clicking Enable Calling on an additional tab, it causes the current call to drop.

Note: The security features in Chrome and Dialpad require each tab to establish its own connection to work. However, this means it cannot be simultaneously open in all tabs.

Clear the cache of your browser

Embedded dialer performance is tied to the performance of your browser. That is why it's important to regularly clear the cache of your browser.

  1. On your computer, open Google Chrome.

  2. At the top right, click More and then Clear browsing data.
    A new window opens.

  3. Select the Advanced tab.

  4. From the Time range dropdown, select All time.

  5. Select Cookies and other site data and Cached images and files.

  6. Click Clear data. Options to clear browsing data including cookies, cached files, and passwords.

Check site settings and permissions for ServiceTitan

Check Google Chrome site permissions:

  1. Go to your ServiceTitan Dashboard.

  2. Click View site information next to the site URL and select Site settings. Settings menu showing site permissions and options for sound and cookies.Google Chrome Permissions page opens.

  3. Select Allow for the following site permissions:        

    1. Microphone

    2. Pop-ups and redirects

    3. Sound Settings menu displaying various permissions options for location, camera, and notifications.

  4. Click Privacy and security > Third-party cookies.

  5. Select Allow third-party cookies. Settings page showing option to allow third-party cookies for better browsing experience.

Run Dialpad in-app test

The Dialpad in-app test assesses both the device capabilities and capacity as well as the Network.

  1. Open or download the Dialpad Desktop Application.

  2. Click your Profile Settings. User interface showing status update options and unread conversations in a messaging app.

  3. Scroll down to the Issues during a call? section and click System test.

  4. The test opens in another screen with the user details auto-populated.

  5. When you're ready, click Start a Test. Form to run a test, requiring email and reason for the test.

Note: The best approach is to have the users reporting the issue conduct a test run.

Prevent Dialpad issues

Complete these basic troubleshooting steps in Dialpad to resolve common issues.

Ensure the Dialpad settings are correct

  1. In your Dialpad app, click Profile and select Preferences.
    Dialpad App Preferences window opens.

  2. Under the Notify me about section, select Calls and Messages. Dialpad app preferences showing notification settings for calls and messages.

  3. Go to Other Settings on the left side of your screen.

  4. Under the Dialpad Everywhere section, ensure that all the options are selected. Dialpad app preferences showing settings for call controls and CRM integration options.

Note: If you are using the Embedded Dialer, ensure that the Show calls made from other devices option is selected.

Disable your Dialpad version

Disable the current version of your Dialpad and use another option to login. For example, if you are using the Dialpad desktop app, use the web app instead.

Note: This is a temporary action only to troubleshoot, not a permanent change.

Document and contact Technical Support

If the issue persists after trying the steps above and confirming the computer isn't overloaded, gather all necessary information and contact Technical Support for further assistance.

  1. Document the results of the above steps including your screenshots on the case.

  2. Collect call examples from the past 24-48 hours at most. Use the format below to provide examples to the Support Agent:        

    1. Caller's number

    2. Number dialed

    3. Date, Time & Timezone

    4. Description

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