Overview
Use Field Pro to record your conversation with customers, starting the minute you arrive at a job.
Who uses this feature
Technicians
Applies primarily to Residential business types
Feature configuration
To get started with Field Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
If you're an existing Sales Pro customer and want to migrate to Field Pro, please fill out this form.
Things to know
Before getting started with Field Pro, make sure to review the legal disclaimer.
The recording automatically stops when you pause the job. You need to switch to the Field Pro app and tap Resume after you resume working on the job.
If you are using an IOS device, you can see the recording icon on the top of your screen as a reminder that you are recording.
The recording does not start until the customer accepts the consent prompt.
If your recording doesn't start within 30 seconds, you'll see a warning that the call isn't being recorded. Confirm you're logged into Field Pro app, then tap Start Recording to try again.
Record conversations using Field Pro
With Field Pro, ServiceTitan has solved one of the hardest parts of field conversational intelligence: starting the recording at the right time, the minute you arrive at a job.
After you dispatch to the job location, ServiceTitan offers two options to signify that you have arrived at the job location:
Auto-Arrive: When you dispatch and are within 125 meters of the job service location, ServiceTitan mobile app auto-arrives you and changes your status to Working. For more, see Enable or Disable Arrive by GPS.
Note: Field Pro does not start recording if the device is locked, even if ServiceTitan mobile app auto-arrives you to the job.
Manual status change: You can manually click Arrived and change your status to Working.
After your status is changed to Working:
Launch the ServiceTitan mobile app, which switches you to the Field Pro app.
This device is now recording notice window pops-up and prompts you to inform the homeowner that your conversation is being recorded.
Caution: Field Pro cannot start recording if you do not launch the ServiceTitan mobile app. Field Pro never starts recording silently in the background while the device is locked. iOS and Android devices also prevent this behavior.
Click Ok to continue the recording.
If your organization is configured to ask for consent, a Consent Received notice window pops up.
If the customer grants their consent to record the conversation, click Yes.
If the customer does not grant their consent to record the conversation, click No, cancel recording.
If you click Yes, the Field Pro app continues recording the conversation in the background and switches to the ServiceTitan mobile app.
After you finish the job, close out the job, and change the job status to Completed, the recording automatically stops and posts the recording.
After you complete the job and the recording stops, you can view all of your posted recordings in the Film Room and Posted tabs.
Caution: The Field Pro app does not stop the recording if the job status is changed to Paused, so you need to manually stop the recording in the Field Pro app and click Resume after you start working on the job.
Recording status
Field Pro will now track recording results based on ServiceTitan opportunities and estimates. The recording result will automatically update based on the opportunity status.
If an estimate is marked as Sold and exceeds the Sold Threshold of the Job Type on the associated job, the recording result will be marked as Won and the sum of the estimate will be applied as the won amount.
If multiple estimates are marked as Sold and exceed the Sold Threshold of the Job Type on the associated job, the recording outcome will be marked as Won and the sum of all estimates will be applied as the amount.
If no estimate exists or the appointment of the associated job is marked as No Charge, the recording outcome will be marked as Open.
If the opportunity is marked as Dismissed, the recording outcome will be Lost.
The recording status will be marked Empty if the recording does not contain audio. This usually happens when the app is force quit, closes unexpectedly, or the device shuts down while recording.
This ensures real-time and accurate tracking aligned with ServiceTitan's sales process.
Review bookmarks
You can review bookmarks to see the key highlights from your and other technicians' conversation recordings. This helps you review and compare how other technicians handle sales conversations.
Go to the Film Room tab.
Click the recording that you want to review.
On the Summary tab, a summary is provided by AI based on the conversation between you and the customer.
The Jump To section shows you bookmarks captured from the conversation with the time stamp. Click the bookmark that you want to jump to. This takes you to the timestamp of the conversation transcript and plays the recording where the keyword was used.
Note: If you want to add a bookmark tag, tap and hold to select the text from the conversation transcript and click Tap To Flag Bookmark.
Add comments on recordings
You can highlight and add a comment to your recording transcript and tag your manager so you can later review the call with your manager.
Go to the Film Room tab.
Click the recording that you want to review.
Scroll to the Transcript section and tap and hold to select the part of the transcript text you want to add a comment to. The comment window pops up.
Write your comment in the Comment and tag others with @ field, or click the Microphone to record your comment.
Add recipients in the To section to assign the comment to them directly.
If you want to make the comment private so it only shows to the tagged recipient, click Private comment.
Review recording insights
Field Pro provides you insights into the conversations that you have with customers that you can review and add comments to analyze with your manager later on.
Go to the Film Room tab.
Click the recording that you want to review.
Click the Insights tab.
On the Insights screen, you can see:
Conversation Time: This shows the total time of the conversation from the minute you arrive at the job location.
Speaker Share: Shows the percentage of how much you spoke during the conversation, as opposed to the customer.
Pacing: Shows how fast you spoke during the conversation by showing how many words you spoke per minute.
Interactivity: Shows how interactive you are during the conversation.