Overview
You can set up Voice Agent (VA) to book jobs outside of standard business hours and assign them automatically — no Dispatch Pro required. When an after-hours call comes in, Voice Agent books the job and assigns it directly to an available on-call technician. This article covers the end-to-end setup: prerequisites, defining the after-hours window, and how the assignment works.
Which article do you need?
This article is for accounts that do not use Dispatch Pro. Here, Voice Agent assigns the after-hours job directly to an on-call technician.
If your account has Dispatch Pro, see Adjust Dispatch Pro Voice Agent Settings instead — with Dispatch Pro, Dispatch Pro handles the assignment logic.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
This feature requires an active Voice Agent configuration on your account. Contact your Customer Success Manager (CSM) or Pro Account Manager (PAM) to get started.
The Forwarding Number Settings and Phone Settings permissions are required to use Voice Agent. Please contact the account administrator on your team.
Before you begin: Requirements for after-hours booking
All four of the following must be in place before after-hours booking will work:
Requirement | Where to configure |
|---|---|
After-Hours Booking enabled | VA Settings → Skills |
Technician has a shift in that time window | Technician shifts |
After-hours timeframe defined | Custom Timeframe (VA Settings → Skills) |
Arrival windows defined for after hours | Settings → Arrival Windows |
Define the after-hours window
There are two ways to define when after-hours booking is allowed. Choose the one that fits how you run your business.
Option 1 — Custom Timeframe (VA Settings → Skills)
Define the specific window(s) when after-hours booking is allowed. You can add multiple windows (for example, weekday evenings and weekend hours).
Example: Set 5 PM–10 PM only if you don't want overnight bookings.
Option 2 — Use Business Hours (VA Settings → Skills)
Voice Agent treats anything outside your ServiceTitan business hours as after-hours. If your business hours are 8 AM–6 PM, anything after 6 PM is automatically eligible. Voice Agent relies on your technician shifts and arrival windows accordingly.
How Voice Agent books after-hours jobs
Once a call arrives during the defined after-hours window, the following happens in sequence:
The job is auto-assigned directly to the on-call technician with capacity in that window.
The technician receives an email notification that a job was booked, provided notifications are configured on your account.
Troubleshoot after-hours booking
Issue | What to check |
|---|---|
No after-hours availability showing | Confirm the technician has a shift with capacity in the after-hours window. |
VA is booking during hours you don't want | Use a Custom Timeframe to limit the window (see Option 1 above). |
On-call vs. regular shift confusion | Voice Agent reads any shift with capacity in the after-hours window — it is not limited to on-call shift types only. |