Set up your call routing: Recommended workflow

Overview

Contact Center Pro lets you create multiple routing workflows to meet the specific needs of your ServiceTitan accounts, brands, or services. Whether you operate under a single brand or manage multiple tenant accounts, you can configure your workflows to ensure smooth and efficient routing.

Things to know

• To create or edit a routing workflow, go to Settings > Routing Workflows. For more, see Set call routing rules in Contact Center Pro.

• You can save the routing workflow editor at any stage, even if the flow isn't complete. You can return later to complete your edits.

• Currently, you cannot have calls rollover immediately if no one in a Queue is available and/or online. Calls wait in the queue until the rollover time.

Before getting started

Before you get started, think about how you want your calls to route. Most single-account companies can use just one workflow. Multi-tenant companies usually benefit from separate workflows per account to maintain clarity and routing logic.

Ask yourself a few key questions:

• How many business locations (tenant accounts) do I manage?

• What are my business hours?

• Do I want overflow support (e.g. Live Services)?

• What types of calls will I receive—appointments, billing, general?

Scenario 1: Single-account company

Use case: You have a single-location company with five Customer Service Representatives (CSRs). They answer calls Mon–Fri, 7 AM to 6 PM. After-hours and overflow calls go to Live Services.

Recommended workflow: Titan Home Services

To support the scenario above, we recommend the following routing strategy, though you're free to modify your workflow as needed.

1. Entry Points: Set up all of your tracking numbers as the entry points for incoming calls.

2. Pre-Routing Message: Create a pre-routing greeting to inform callers that their call is being monitored and recorded.
   Example: Thank you for calling Titan Home Services. All calls are being monitored and recorded.

3. Date/Time Rules: Define the business hours for routing logic. For more, see Date and time rules overview.

   1. Main Branch Schedule: Monday through Friday, 7:00 AM to 6:00 PM.

   2. Any other time: Routed to Live Services.

4. IVR (Automated Response Menu): Set up a menu to direct callers to the right department.
   Example: 1 - Appointments, 2 - Billing, 3 - General. 

IVR (Automated Response Menu) configuration

After configuring the Date/Time rules, route incoming calls to an automated menu where callers can choose from predefined options.

Scenario 2: Multi-account company

Use case: You have a multi-location company with seven Customer Service Representatives (CSRs) answering across two tenant accounts. They answer calls Mon–Fri, 7 AM to 6 PM. After-hours and overflow calls go to Live Services.

If your ServiceTitan accounts need different queues, call routing, or hold messaging, we recommend using one workflow per account. This gives you better control over the customer experience for each location.

Recommended Workflow 1: Titan Home Services of Los Angeles

Set a location-specific pre-routing message and route business hours calls to the Los Angeles queue for targeted call handling.

1. Entry Points: Set up all of your LA tracking numbers as the entry point for incoming calls.

2. Pre-Routing Message: Create a pre-routing greeting to inform callers that their call is being monitored and recorded.
   Example: Thank you for calling Titan Home Services Los Angeles. All calls are being monitored and recorded.

3. Date/Time Rules: Define the business hours for routing logic. For more, see Date and time rules overview.

   1. Main Branch Schedule: Monday through Friday, 7:00 AM to 6:00 PM.

   2. Any other time: Routed to Live Services.

4. IVR (Automated Response Menu): Set up a menu to direct callers to the right department.
   Example: 1 - Appointments, 2 - Billing, 3 - General.

IVR (Automated Response Menu) configuration

Set up an automated response menu for Los Angeles calls to guide callers with clear options and route them efficiently. Main branch calls should be directed to the Los Angeles queue for optimal routing.

Recommended Workflow 2: Titan Home Services of Marin County

Ensure all relevant tracking numbers linked to the Marin account are included as entry points. Add a pre-routing message for Marin County and route business hours calls to the Marin queue.

1. Entry Points: Set up all of your MRN tracking numbers as the entry point for incoming calls.

2. Pre-Routing Message: Create a pre-routing greeting to inform callers that their call is being monitored and recorded.
   Example: Thank you for calling Titan Home Services of Marin County. All calls are being monitored and recorded.

3. Date/Time Rules: Define the business hours for routing logic. For more, see Date and time rules overview.

   1. Main Branch Schedule: Monday through Friday, 7:00 AM to 6:00 PM.

   2. Any other time: Routed to a Live Services.

4. IVR (Automated Response Menu): Set up a menu to direct callers to the right department.
   Example: 1 - Appointments, 2 - Billing, 3 - General.

IVR (Automated Response Menu) configuration

Following the same setup as above, configure an automated menu for Marin County and route main branch calls to the Marin queue.

Note: When the business hours are shared across tenants/workflows, it would be best to create Preset Days/Times. Create separate Queues for each tenant, even though the same agents are in both, so that you can see how many callers are waiting on hold for each business separately.

Want to learn more?

• See Contact Center Pro

• See Set call routing rules in Contact Center Pro

• See Set up queues in Contact Center Pro

• See View and edit employee information through User Management