Overview
Powered by Titan Intelligence (TI), Second Chance Leads (SCL) automatically reviews and flags unbooked calls that can be recovered with a quick follow-up to the customer. It highlights only the most promising opportunities, enabling your team to focus on high-quality leads without extra effort.
Who uses this feature
Administrators, CSRs, and managers
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Edit Second Chance Leads permission is required to use this feature. Please contact the account administrator on your team. For more information, see Manage Contact Center Pro Permissions.
Things to know
Second Chance Leads is available to those on Basic Phones and Phones Pro as well. While SCL for Contact Center Pro offers the same powerful lead recovery functionality, it includes a few distinctions:
SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled.
Notifications are delivered in-app only, without text or email alerts.
Best practices
After you start using Second Chance Leads, keep the status up-to-date along with notes, so your team has full visibility. For example, if it's a lead but you don't want to follow up, select Lead - not following up to keep track of the lead. If it's not a valid lead, update the status to Reviewed - not a lead.
Caution: Only mark a lead as Not a Lead if it truly doesn't qualify. Mislabeling can reduce the system's accuracy in detecting real leads.
Ensure you have a process in place in case you need to leave a voicemail for the customer. Some considerations:
What should the outbound caller ID be?
What number do you want to leave on the voicemail for the customer to call back?
If you review the second chance lead, call the customer, and leave a voicemail, do you want the customer to call you back directly, call one of your tracking numbers and ask for you, or can any agent assist?
Second Chance Leads overview
The Second Chance Leads tab displays a prioritized list of unbooked calls identified as having potential for recovery through a follow-up. Each entry includes actionable options, allowing you to review call details, initiate a callback, update the lead status, or dismiss the opportunity as needed.
Access the Second Chance Leads screen
Go to Contact Center Pro.
In the side panel, go to Urgent Follow Ups > Second Chance Leads.
The Second Chance Leads screen opens, structured into three sections:
Open: Contains all new customer conversations that haven't been marked as Resolved or Dismissed.
Cold: Displays leads that have remained unreviewed for the length of time set in the Cold Leads settings, helping you keep the Open tab focused on recent activity. You can still revisit Cold leads, follow up, or dismiss based on relevance.
Done: Stores all past communications marked as Resolved or Dismissed.
Filter Second Chance Leads
Click Filter 
next to the column header to narrow the displayed results. You can refine call details using the following filters:
Status: Indicates the current stage of the lead. You can edit the status as needed.
Notes: Displays any notes left by the agent during call classification, providing additional context for the lead.
Age: Displays the call date and tracks how much time has passed since the call ended.
Account: Identifies the tenant account associated with the call.
Customer: Displays the customer's name, if available; otherwise, shows the phone number used to place the call.
Type: Represents the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and if they were booked. For more, see Understand call classifications.
Reason: Indicates the reason selected during call classification, explaining why the call was not initially booked.
Agent: Displays the name of the agent who handled the call.
Tip: For optimal results, start by filtering for a single account. Certain filters require selecting a single account before they can be applied.
View Second Chance Lead Details
After you've applied your filters, hover over the desired call and click View to access detailed information.
In the Second Chance Lead Details flyout that opens, you can find the following information:
Overview
Customer information
Notes
Recording and Transcript
Overview
Summary: The summary of the call generated by Titan Intelligence (TI).
Status: Indicates the current follow-up stage of the lead. To update it, click Edit
, and select a new status from the following options: New: Default status for all newly flagged second chance leads.
Lead - call back attempted: Set automatically when you select Call Customer Back on the Call Details window. Stays in the Open tab.
Lead - not able to save: The call was a lead, but the agent couldn't book the job. Moves to the Done tab.
Lead - not following up: Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. Moves to the Done tab.
Reviewed - not a lead: Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the Done tab.
The following statuses are automatically set on Second Chance Leads when they're marked as Done:Job booked by SCL: A job was successfully booked through a follow-up. The call moves to the Done tab on the Second Chance Leads screen.
Job booked elsewhere: The job was booked before the follow-up was attempted. The call moves to the Done tab on the Second Chance Leads screen.
Age: Displays the call date and how much time has passed since the call ended.
Call ID: A unique identifier for the call for tracking and referencing specific interactions.
Agent: Shows the name of the agent who handled the call.
Type: Indicates the call classification—automatically determined based on factors like whether it was answered, duration, and booking status.
Reason: Displays the reason selected during call classification, explaining why the call wasn't booked.
Customer
Phone Number: The number the customer called from. Click the number to place an outbound call and follow up with the customer.
Account: The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab.
Customer: The customer record attached to the call. Click to open the customer record in a new tab.
Location: The location record attached to the call. Click to open the location record in a new tab.
Zone: The geographic service zone assigned to the location, based on the address.
Note: Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear.
Note: If multiple matches are found, the system notifies you of a possible incorrect customer match. To update, click Change customer and select from the suggested options.
Notes
Original CSR Notes: Notes entered by the agent during the initial call classification.
Second Chance Lead Notes: Notes added while reviewing the second chance lead. Click Add Notes to document follow-up actions or decisions.
Tip: Select Copy to Customer notes or Copy to Location notes to save the second chance notes to customer or location records.
Recording and Transcript
Recording: An audio file of the conversation, if applicable.
Transcript: Summary or full text of the conversation, including timestamps.
Note: You can download the transcripts of your conversations to your computer.
Manage Second Chance Leads
After reviewing the potential leads, you can follow up with a callback or dismiss the lead if no action is needed.
Go to Contact Center Pro.
In the side panel, go to Urgent Follow Ups > Second Chance Leads.
Find the conversation you want to review and click View next to it.
On the Second Chance Lead Details screen, review the call information and notes.
From this screen, you can follow up by clicking Call Customer or remove the lead by selecting Dismiss.
