How to Set Up an AI Phone Agent with ServiceTitan

## Connecting an AI Phone Agent to ServiceTitan ServiceTitan is the leading field service management platform for home service businesses. If you're using ServiceTitan and considering an AI phone agent, you're probably wondering how the two work together. This guide walks you through the setup process, what to expect, and how to get the most out of the integration. ## Why Connect Your AI Phone Agent to ServiceTitan An AI phone agent on its own answers calls, captures information, and handles emergencies. But when it's connected to ServiceTitan, it becomes significantly more powerful: **Real-time availability checking.** The AI can see your actual technician schedules and book appointments into open slots — no double-booking, no guesswork. **Automatic customer lookup.** When a repeat customer calls, the AI can pull up their history in ServiceTitan. It knows their address, past jobs, equipment on file, and membership status. **Job creation and dispatching.** The AI can create new jobs directly in ServiceTitan, assign them to the right technician, and trigger your dispatch workflow — all during the call. **Membership recognition.** Priority members get priority treatment. The AI can identify membership customers and route them accordingly. ## Before You Start Before setting up the integration, make sure you have: 1. **An active ServiceTitan account** with API access enabled. You'll need admin-level permissions to authorize the connection. 2. **Your AI phone agent account** set up and tested. Make sure basic call handling is working before adding the ServiceTitan layer. 3. **Your business rules documented.** The AI needs to know things like: - What are your service types and categories? - What's the minimum appointment length for different job types? - Which technicians handle which service types? - What's your service area (zip codes or radius)? - How do you handle emergency dispatch vs. scheduled appointments? 4. **Your ServiceTitan dispatch board set up.** The AI will be booking into your existing schedule structure, so make sure your dispatch board reflects your actual operations. ## Step-by-Step Setup Process ### Step 1: Authorize the Connection Log into your ServiceTitan account as an admin. Navigate to Settings > Integrations (the exact path may vary by ServiceTitan version). Look for your AI phone agent provider or the option to connect via API. You'll typically need to: - Generate an API key or authorize an OAuth connection - Grant specific permissions (read/write access to customers, jobs, scheduling) - Confirm the connection with your AI phone agent provider Most providers handle the technical setup on their end once you provide authorization. The process usually takes less than an hour. ### Step 2: Map Your Service Types Your AI phone agent needs to understand your ServiceTitan service categories. This mapping tells the AI which service type to select when creating a job. For example: - Caller says "my furnace stopped working" → Map to "HVAC - Repair - Heating" - Caller says "I need my AC tuned up" → Map to "HVAC - Maintenance - Cooling" - Caller says "I want a new water heater" → Map to "Plumbing - Install - Water Heater" Work with your AI provider to map all your common call scenarios to the right ServiceTitan categories. The more accurate this mapping, the less manual cleanup your team will need. ### Step 3: Configure Scheduling Rules Tell the AI how to book appointments in your ServiceTitan calendar: **Appointment windows.** Define your available time slots. Do you book in 2-hour windows? 4-hour windows? Specific times? **Job duration defaults.** Set default appointment lengths by service type. A diagnostic call might be 1 hour, while a system replacement might be 4 hours. **Technician assignment rules.** If certain techs only handle certain job types, configure those rules so the AI books the right technician. **Buffer time.** Add drive-time buffers between appointments if your ServiceTitan setup doesn't already handle this. ### Step 4: Set Up Emergency Protocols Emergency handling is where the ServiceTitan integration really shines. Configure your emergency workflow: 1. **AI detects an emergency** based on keywords and caller urgency 2. **AI creates an emergency job** in ServiceTitan with high priority 3. **AI contacts your on-call technician** via call, text, or push notification 4. **The job appears on your dispatch board** immediately 5. **Your on-call tech gets all the details** — customer name, address, problem description, callback number Make sure your on-call rotation in ServiceTitan is current so the AI contacts the right technician. ### Step 5: Test the Integration Before going live, test every common scenario: - **New customer call:** Does the AI create a new customer record in ServiceTitan correctly? - **Existing customer call:** Does the AI pull up the right customer and their history? - **Appointment booking:** Does the appointment appear on the correct dispatch board with the right service type and duration? - **Emergency dispatch:** Does the emergency workflow trigger correctly? Does the on-call tech receive the notification? - **After-hours vs. business hours:** Does the AI handle both scenarios appropriately based on your schedule? Run at least 10 test calls covering different scenarios. Check ServiceTitan after each call to confirm the data is correct. ### Step 6: Go Live Once testing is complete: 1. Set your business phone to forward to the AI phone agent (either full-time or after-hours only) 2. Notify your team that the AI is live and explain how it will appear in ServiceTitan 3. Monitor the first few days closely — check that jobs are being created correctly and appointments are booking accurately 4. Adjust your configurations as needed based on real-world calls ## Common Issues and Solutions **Jobs are booking into the wrong time slots.** Check your ServiceTitan availability settings. The AI can only book into slots that are open in your dispatch board. **Customer records are being duplicated.** Make sure your AI phone agent is configured to search for existing customers by phone number before creating new records. **Emergency notifications aren't reaching your on-call tech.** Verify your on-call schedule in ServiceTitan and confirm the notification method (call, text, or push notification) is correct. **Service types are being mapped incorrectly.** Review your service type mapping and add more specific keywords to improve accuracy. ## Getting the Most Out of the Integration Once you're up and running, here are ways to maximize the value: **Review call transcripts weekly.** Look at the AI's call transcripts to see if there are new scenarios you need to configure. Customer calls evolve over time, and your AI should evolve with them. **Track booked vs. completed jobs.** Monitor how many AI-booked appointments result in completed jobs. This gives you a clear picture of the AI's revenue contribution. **Use the data for marketing.** The AI captures valuable data about what services customers are calling about, when they're calling, and what their pain points are. Use this to inform your marketing. **Refine your emergency criteria.** After a few weeks of live operation, review which calls were flagged as emergencies. Were any false positives? Any missed emergencies? Adjust your detection criteria accordingly. ## The Bottom Line Connecting an AI phone agent to ServiceTitan isn't complicated, but it does require thoughtful setup. The payoff is a seamless system where calls are answered, customers are served, jobs are created, and technicians are dispatched — automatically, 24 hours a day. **Ready to connect your ServiceTitan account to an AI phone agent?** [OnCrew](https://oncrew.ai) integrates directly with ServiceTitan. Plans start at $49/month with a 14-day free trial. Call **(818) 578-4783** to speak with the team, or visit [oncrew.ai](https://oncrew.ai) to get started.