Utilizing Speed to Lead as a CSR in ServiceTitan Max

Overview

Speed to Lead is the first goal available in Outbound Virtual Agents — the AI lead-follow-up capability inside the Growth section of ServiceTitan. When a new lead enters ServiceTitan from a supported lead source, the AI agent sends a personalized SMS, offers real-time appointment times from Adaptive Capacity, and books the job without CSR involvement.

This article is for CSRs working in ServiceTitan Max. It explains how Speed to Lead fits into your day, how to recognize when a conversation needs you, and how to take over and continue the conversation when the AI agent hands it off. Because you work in ServiceTitan Max, the Voice Agent that powers Speed to Lead is configured in Contact Center Pro.

Things to know

• The AI handles the first outreach, not you. When a new lead enters ServiceTitan from a supported source, the AI agent sends the first SMS within seconds, offers real availability, and tries to book the job. Your role starts when the AI hands the conversation off to you.

• The Voice Agent your Outbound Virtual Agents campaigns use is configured in Contact Center. As a ServiceTitan Max customer, Voice Agent settings live in Contact Center Pro's side panel under Voice Agent. The SMS Agent and Voice Agent share the same virtual agent configuration, so whatever your admins set up in Contact Center (persona, transcript, skills, escalation rules) shapes both channels.

• Speed to Lead lives in the Growth section of ServiceTitan, not in Contact Center. The two products work together but each has its own home: Outbound Virtual Agents campaigns and the Interactions log are under Growth; the Voice Agent that runs them is configured in Contact Center Pro.

• You take over conversations from the Interactions page. Once you click Takeover on a conversation, the AI agent stops sending automated messages for that lead and you continue the conversation manually.

• Bookings the AI makes land like any other job. Jobs the AI books are tagged for reporting and flow into your dispatch board, schedule, and customer records the same way a CSR-booked job would.

• Escalated and High Activity conversations are your priority triage. Both have counters at the top of the Interactions page so you can spot conversations that need attention quickly.

Best practices

• Treat the Interactions page as a daily triage tool. Open it at the start of your shift and check the Escalated and High Activity counters. These are the conversations most likely to need a human.

• Read the Overview Summary before taking over. Every interaction has an AI-generated Overview Summary in the detail drawer. Read it before you click Takeover so you start the conversation knowing what the lead has already said.

• Don't reset the conversation. When you take over, continue from where the AI left off. The customer doesn't need to know the handoff happened unless you decide to tell them — what matters is that you don't make them repeat information they've already shared.

• Use the lead record, not the Interactions drawer, to reply. The drawer is read-only. Click View Lead at the bottom of the drawer to open the full record where you can reply, log notes, and assign tasks.

• If the AI hits an escalation because there's no Adaptive Capacity availability, your immediate workaround is to call the customer directly. The longer fix is to flag the gap to your dispatcher or admin so capacity gets restored — Speed to Lead only books into availability your business actually has.

• Flag patterns to your admin. If you notice the AI consistently mis-handling a type of objection, missing a piece of qualification, or escalating the same scenarios over and over, surface it to whoever configures the Voice Agent in Contact Center. The patterns you see in handoffs are the best data for tuning the agent.

• Don't restart automated outreach for a lead you've taken over. Once you take over, the AI stops messaging that lead for a reason — you're now the human in the conversation. Continue manually rather than re-enrolling them in a campaign.

Use cases

• A homeowner submits a request through Angi at 7:45 PM. The AI texts within seconds, offers a slot from Adaptive Capacity, and books the job without anyone in the office picking up the phone. The next morning, the CSR sees the booked job appear in the schedule with the Angi attribution intact and the SMS thread logged in Interactions.

• A lead replies to the AI's SMS, but the conversation escalates because the lead is asking about a service area the business doesn't currently cover. The interaction is marked Escalated (Skill/Handling). A CSR opens the interaction, reads the Overview Summary, and decides whether to dismiss the lead or call the customer to recommend a partner.

• A homeowner has been responding to the AI's messages but hasn't committed to a time slot. The interaction status is Active: Cool and the lead shows up under High Activity. A CSR opens the conversation, clicks Takeover, and calls the customer to close the booking personally.

Recognize conversations that need you

The Interactions page surfaces the conversations most likely to need a human. As a CSR, your daily triage should focus on:

• Escalated interactions — The AI flagged the conversation for human attention. Common reasons include negative customer sentiment, no Adaptive Capacity availability, a request outside the agent's skills, or the lead explicitly asking for a person. Each escalation reason appears in the interaction's status (for example, Escalated (Negative Sentiment) or Escalated (Availability)).

• High Activity interactions — A lead is actively engaged but the conversation hasn't closed. These are often warm leads that benefit from a human touch to push them across the line.

• Active: Cool or Active: Cold statuses — The lead responded but engagement is slowing. A timely personal outreach can re-engage them before they go silent.

• Abandoned interactions — The lead never responded and the full campaign sequence completed. These usually don't need a CSR touch, but reviewing patterns of abandonment (specific times of day, specific lead sources) is useful information to bring to your admin.

Take over a Speed to Lead conversation

When the AI agent has done its part and a conversation needs you, use Takeover to continue manually.

1. Go to the navigation bar and click Growth.

2. Select Interactions.

3. Locate the interaction you want to take over. Use the Escalated Only toggle or the Goal, Channel, Type, and Status filters to narrow the list.

4. Click the interaction row to open the detail drawer.

5. Read the Overview Summary — an AI-generated description of what happened in the conversation — and review the full conversation thread. 

6. Click View Lead at the bottom of the drawer to open the full lead record.

7. On the lead record, click Takeover.        

   Note: The Send Message permission is required to see the Takeover button. Without it, the button is hidden, but conversation content is still visible if you have the View Customer Chats permission.

8. Use the chat area on the lead record to continue the conversation with the customer directly. The AI agent stops sending automated messages for this lead.

How Speed to Lead works with your other products in ServiceTitan Max

Speed to Lead works because Outbound Virtual Agents, Contact Center, Adaptive Capacity, Marketing, Scheduling, and ServiceTitan are all connected. You don't manage that integration as a CSR — but understanding it helps with edge cases:

• Outbound Virtual Agents (in the Growth section) identifies the inbound lead, runs the AI conversation, and decides when to hand the lead off to you via Interactions.

• Contact Center is where the Voice Agent that runs Speed to Lead is configured. Persona, transcript, skills, job types, dispatch fees, and escalation rules all live in Settings > Voice Agent in Contact Center. The SMS Agent uses the same configuration.

• Adaptive Capacity provides the real-time availability the AI quotes to leads. If the AI can't find capacity, the interaction is escalated for human attention.

• Marketing supplies the attribution and audience data the AI uses for targeting. Lead source and campaign data attach to the CRM record so you have context when you take over.

• Scheduling booking links can be embedded in the AI's messages, giving leads a self-book option.

• ServiceTitan Core is where jobs the AI books land as scheduled work, and where lead, customer, and opportunity records live.

You don't think of these as separate products to log into. From your seat as a CSR, the work flows through Interactions and the lead record — the rest happens in the background.

Want to learn more?

• See Outbound virtual agents overview in ServiceTitan Max: Configuration and management

• See Configure Adaptive Capacity in ServiceTitan Max