Overview
ServiceTitan's Voice Agent (VA) transforms customer service by automating routine tasks and ensuring uninterrupted support during off-hours and emergencies. Powered by Titan Intelligence (TI) and natural language processing, the voice agent enhances your call center efficiency by automating job bookings. Follow the steps below to successfully set up your voice agent.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, click here.
The Enable Default Call Type Feature Configuration is not compatible with this feature. Please turn it off in Feature Configurations.
The Forwarding Number Settings and Phone Settings permissions are required to use this feature. Please contact the account administrator on your team.
Things to know
Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area.
ServiceTitan provides you with a Voice Agent Forwarding Number for routing calls to a voice agent, either as a primary forwarding or emergency backup number. Customers should not dial the voice agent number directly as these calls won’t be logged in the Search > Calls section of your ServiceTitan account.
To control which Business Units or Job Types the voice agent can book, email our team at virtual-agent-st-team@servicetitan.com and request a manual whitelist or blacklist update.
Billing starts after you start using the voice agent. Any test calls you place with the voice agent will be included in your bill.
Set up Adaptive Capacity first before allowing the voice agent to book jobs. This ensures accurate availability and assigns the correct Business Unit and Job Type.
The voice agent automatically plays a pre-defined disclaimer at the end of every call where an appointment is scheduled. This disclaimer informs customers about potential service or diagnostic fees. It is not visible through a ServiceTitan account, so businesses should be aware of its content.
Use cases
Setup and customization: You can customize the voice agent and business names, and adjust opening and closing messages to reflect your company’s tone and style.
Overflow, afterhours, and emergency call coverage: The voice agent takes care of overflow calls when agents are busy, addresses after hours calls, and maintains service during outages through Emergency Fallback / Call Continuity.
Data collection and usage: The voice agent accesses company data during customer interactions to identify customer records, record key details, and facilitate follow-ups. It can:
Create and update customer records.
Verify and confirm existing customer and appointment information.
Book appointments based on customer needs using Adaptive Capacity, Business Units and Job Types.
Confirm existing appointments and reschedule them when needed.
Respond to the customer for any cases it cannot handle, take a message and inform the customer a follow-up is coming.
Automatically classify call types – for example, Excused or Unbooked – and assign call reasons for unbooked calls based on AI analysis of the call transcript.
Membership recognition and recurring services: For customers with an active membership, the voice agent personalizes the call greeting and books eligible jobs against recurring service events instead of one-off jobs.
Escalation handling: When a call is outside the voice agent’s scope, it escalates to a live agent. Escalation occurs when:
The caller requests a live agent.
The system detects frustration.
The caller requests an unsupported feature (for example, canceling appointments).
Step 1: Purchase voice agent
If your position is set to Business Owner or General Manager in Settings, you can purchase the voice agent easily through an online purchase flow.
Go to the AI Voice Agent purchase flow to get started.
In the Pricing section, click Add to Cart, and then Proceed to Checkout.
On the Checkout screen that opens, review your order.
Verify your Company Legal Name and check the box to agree to the terms of use.
On the Review Terms screen that opens, review the terms and conditions, then click I Agree.
Tip: Scroll to the bottom of the page to activate the button; it won't be clickable until you do.
When finished, click Place Order.
The system indicates that you’ve successfully purchased the voice agent feature. Click Start Setup to configure your voice agent settings.
Note: Billing starts after you start using the voice agent. You need to set up your account without delay.
Step 2: Configure your Voice Agent Settings
After purchasing the voice agent, complete the initial setup.
Go to the top toolbar and click Settings
.In the side panel, go to Phones or Phones Pro > Voice Agent Settings.
On the Voice Agent screen that opens, fill out the necessary information.
Persona: Define the agent's name, business name, and knowledge base files.
Transcript: Set your call flow, opening and closing messages, custom follow-up questions, objection handling, and dispatch fee messaging.
Skills and Capabilities: Control which scheduling actions the agent can perform.
Job Types and Dispatch Fees: Select which job types the agent can book and how dispatch fees are communicated.
Escalation and Rules: Configure live agent escalation, escalation triggers and call routing paths.
Step 3: Test your voice agent setup
To ensure the voice agent is set up correctly, test it by forwarding calls to just one tracking number first. You should use a number in your reserve pool that hasn’t been advertised yet or get a new number. When you confirm it’s working as expected, configure the rest of your call routes.
Note: Any test calls you place with the voice agent will be included in your bill.
First, copy the Voice Agent Forwarding Number from the Voice Agent Settings section to use it in your call routing.
Basic Phones
Go to the top toolbar and click Settings
.In the side panel, go to Phones > Phone Numbers.
Select an existing number or create a new one.
In the Set Forwarding Number section, enter your Voice Agent Forwarding Number.
When finished, click Save or Add Number for newly added numbers.
Place a call to the tracking number and check if the call gets connected to a voice agent.
Phones Pro
In Dialpad, go to Admin Settings > Main Line, Call Center, or Department (depending on your setup).
Click Business Hours & Call Routing, and then Edit Call Routing.
In the Routing Options section, select Other routing options > To a team member, room phone, or external number.
Enter the Voice Agent Forwarding Number to ensure unanswered calls are forwarded accordingly and press Enter to save the changes.
Place test calls to a tracking number to ensure the call gets connected to a voice agent.
Step 4: Integrate voice agent to your routing
Decide when to let the AI voice agent handle calls. Common scenarios include:
Option 1: Overflow and after-hours calls
When agents are busy or it’s after work hours, the voice agent can answer calls so you don’t miss any service opportunities.
Basic Phones
Contact your phone provider.
Provide the Voice Agent Forwarding Number.
Ask them to forward overflow and after-hours calls to that number.
Phones Pro: Overflow routing
In Dialpad, go to Admin Settings > Main Line, Call Center, or Department (depending on your setup).
Click Business Hours & Call Routing, and then Edit Call Routing.
Scroll down and find the Fallback Options section.
Select To a team member / room phone / external number and enter the Voice Agent Forwarding Number to ensure unanswered calls are forwarded accordingly.
Press Enter to save the changes.
Phones Pro: After-hours routing
In Dialpad, go to Admin Settings > Main Line, Call Center, or Department (depending on your setup).
Click Business Hours & Call Routing, and then Edit Call Routing.
In the Call Routing flyout that opens, select Closed hours routing.
In the Routing Options section, select Other routing options > To a team member, room phone, or external number.
Enter the Voice Agent Forwarding Number to ensure unanswered calls are forwarded accordingly and press Enter to save the changes.
Press Enter to save the changes.
Option 2: Emergency fallback / Call continuity
If you want to use the AI voice agent as a backup during an outage, you can set it up immediately so it's ready when you need it.
Basic Phones
Go to the top toolbar and click Settings
.In the side panel, go to Phones > Emergency Fallback.
Ensure the Enable Phones Fallback toggle is off.
Enable the Add ServiceTitan Voice Agent toggle.
Enter your Voice Agent Forwarding Number.
If you ever enable Emergency Fallback, the system simultaneously dials the Emergency Fallback and Voice Agent numbers to ensure calls are answered more reliably.
Caution: Enable Emergency Fallback only if your system experiences an outage. Do not enable it if your phones are working as expected.
Phones Pro
Go to the top toolbar and click Settings
.In the side panel, go to Phones Pro > Call Continuity.
Ensure the Call Continuity toggle is off.
Select ServiceTitan Voice Agent Number.
In the confirmation pop-up, click Yes, Switch to Voice Agent Number.
When Call Continuity is enabled, the system automatically updates the Set Call Continuity Number and dials the Voice Agent Forwarding Number.
Caution: Enable Call Continuity only if your system experiences an outage. Do not enable Call Continuity if your phones are working as they should.
After configuring your voice agent settings, review Use AI Voice Agent as a CSR to learn how to monitor voice agent activity and follow up on voice agent calls.