TradeWeave · ServiceTitan Role Workflows

CSR / Call Center

The first touchpoint for almost every customer contact. Turns every call into a booked job, a tracked lead, or a correctly logged reason why not — and everything downstream depends on getting that classification right.

Calls / Call Booking Follow Up > Leads Customer & Location Records Settings > Communications + Phones Pro + Contact Center Pro + ServiceTitan Max

Three habits define the role: link the call (click the incoming call bubble before doing anything else), classify the reason (every call closes with a Call Reason, marked lead or non-lead), and capture complete job details (Job Summary, Job Type, location-level tags). Skip any of the three and dispatch, marketing attribution, and reporting all degrade downstream.

Day in the life

The six-stage flow

Ordered as a CSR actually moves through a shift — from the moment a call rings in to the moment ownership reviews their numbers.

1

Handle an incoming call

Calls screenCall Booking
  • Call rings in → Calls screen shows caller info if it's an existing customer.
  • Click the incoming call bubble to link the call to the customer record — the single most important habit in the role.
  • Search for and select the customer's location (or create a new Customer Record if none exists).
  • Ask the reason for the call: needs service → proceed to booking; not ready → close the bubble with the correct Call Reason, marked lead or non-lead.
Add-on variants Phones Pro: embedded dialer auto-selects the call bubble on Answer. Contact Center Pro: work from the Inbox, click Accept Call, close every call through Close and Classify.
2

Book the job

Call Booking screen
  • Fill in location, Job Type, Business Unit, Campaign, appointment window.
  • Write a clear Job Summary — what the dispatcher and technician see before they arrive.
  • Set Job Tags at the location level, not customer level — location tags drive Adaptive Capacity skill-based routing.
  • If the call started as a lead, convert it directly from Follow Up > Leads — booking a fresh job separately leaves the lead open.
Common failure Lead-to-job conversion is not automatic. A job booked outside the lead record leaves that lead sitting open forever.
3

Handle leads that don't book immediately

Manual CallBookings tab
  • Manual lead creation: Calls or Job Booking > Manual Call → search/create Customer Record → campaign, business unit, job type, notes → Save.
  • Leads that don't convert get a standardized reason code (Price Too High, No Availability, Out of Service Area, Competitor Won).
  • Third-party leads (Thumbtack, Angi, Reserve with Google) land on the Bookings tab, not Follow Up > Leads — check both queues.
4

Recover missed calls

Agent ScorecardsSecond Chance Leads
  • Abandoned/unbooked calls surface in Dashboard > CSR Metrics > Agent Scorecards (Unbooked tab).
  • Contact Center Pro: Urgent Follow Ups > Abandoned Calls.
  • Review daily; call back within the hour — conversion drops fast after that window.
ServiceTitan Max — Second Chance Leads AI flags missed calls automatically. Click Review Call for the AI summary + recording, then Call Customer Back or Dismiss Call with a reason. Once flagged, the same number won't re-alert for 14 days.
5

Work AI-assisted conversations ServiceTitan Max — Speed to Lead

Growth > InteractionsLead record
  • Start of shift: open Growth > Interactions, check Escalated and High Activity counters to triage.
  • Read the AI-generated Overview Summary first — never make a customer repeat what they told the AI.
  • Take over: View Lead → open full lead record → Takeover (requires Send Message permission) — this stops the AI agent sending further automated messages.
  • Reply from the lead record's chat, not the read-only Interactions drawer.
6

Troubleshoot customer communication

Settings > Communications
  • Booking confirmations, reminders, dispatch/arrival alerts all live under Settings > Communications > Customer Notifications.
  • Confirmations only fire on the first scheduled appointment — a reschedule needs a manual resend from the job record.
  • SMS requires a configured default outbound number; landlines can't receive SMS at all.
Silent failure Without a default outbound SMS number, every text notification fails with no error shown to the CSR.

Reference

Pitfalls & performance

Common pitfalls

SymptomFix
Lead stays open after bookingConvert from Follow Up > Leads, not a fresh booking
Call metrics / campaign missingClick the call bubble before anything else
Third-party lead "missing"Check Bookings tab, not just Follow Up
No skill-based routingSet Job Tags at location level
Confirmation didn't sendCheck contact info, resend if rescheduled
Chat panel invisibleGrant Chat permission in Role Permissions

KPIs to watch

MetricWhere
Call Booking RateModular Dashboard > Call Metrics
Missed Call Callback RateCSR Metrics > Abandoned tab
Lead Volume / ConversionFollow Up > Leads; Campaign Summary
Recurring Visit CompletionFollow Up > Recurring Service Events
"Unknown" campaign rateReports > Campaign Summary

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