Booking requests, not message slipsNew callers arrive in ServiceTitan with name, number, address, and the problem, ready for a CSR to schedule.
Emergencies escalatedNo-heat and no-cool calls follow your escalation rules, day or night, so the on-call tech hears about it fast.
The board fills overnightEvening and weekend callers are answered live, and their jobs are waiting in ServiceTitan in the morning.
A No-Heat Call Hits The Board
ABBY PORTAL · CALL SUMMARY
ANSWERED BY ABBY · 6:40 AMGloria Whitfield
(330) 555-0148 · 4 min · New caller
Furnace won't light and the house is at 54° · wants today's first available; address confirmed, asked for a call before arrival.
UrgentNo heat
SERVICETITAN · BOOKING REQUEST
CustomerGloria Whitfield
Phone(330) 555-0148
Job TypeNo heat · emergency
Address2114 Fairlawn Ave
SourceAbby · phone call
NotesFurnace won't ignite · call before arrival · 6:44 AM
It's 6:40 AM in January and Gloria Whitfield's furnace won't light. Abby answers in your company's name, gets her address and what the thermostat's doing, and flags it urgent, while your CSRs are still driving in.
By the time the office lights come on, the booking request is in ServiceTitan with everything a dispatcher needs. No voicemail triage, no calling her back to ask what's wrong.
CSR Coverage Without Another Hire
Your CSRs are good; there just aren't enough of them at 7 AM in a cold snap. Abby's US-based receptionists take the overflow, the after-hours line, and the lunch rush, following the same call flow your team uses. Callers hear your shop, not a call center.
And because every call becomes a booking request or job lead in ServiceTitan, the work your team didn't personally answer still shows up where they already live: the board. The answering ends exactly where your dispatch begins.
Dispatch Rules For The Phone Line
No heat, no cool, or water where it shouldn't be→Tagged urgent as an emergency booking request, and your on-call contact is notified per your escalation list.
New caller asking for an estimate→Captured as a job lead (name, address, equipment, timing), ready for a CSR to schedule the visit.
Member calling about renewal or a tune-up→Flagged as a membership call and relayed with the details, so your CSR opens the account before dialing back.
Existing customer about a scheduled job→A message goes to your office with what the caller said, no duplicate lead created.
Vendors, solicitors, and wrong numbers→Screened out per your instructions; they never touch the board.
Busy Season, Covered
Peak-week overflowFirst cold snap of the year: your CSRs take what they can, Abby catches the rest, and every call still becomes a booking request.
After-hours emergenciesA 2 AM no-heat call gets a live answer, an urgent flag, and your on-call escalation, not a voicemail found at 7.
Estimate callsNew callers asking for quotes are captured as job leads with equipment and timing details for your comfort advisor.
Membership renewalsMembers calling about tune-ups or renewals are flagged so your CSR handles them with the account in front of them.
How It Works
1Onboarding connects ServiceTitan and sets how calls should land (booking request or job lead) plus your escalation rules.
2Abby's receptionists answer 24/7 in your company's name, following your call script and urgency criteria.
3Every call arrives in ServiceTitan with full details, ready for your CSRs and the dispatch board.
FAQs
Does Abby's virtual receptionist integrate with ServiceTitan?
Yes. Calls answered by Abby land in ServiceTitan as booking requests or job leads with full details, set up for you during onboarding, no IT project on your side.
What shows up in ServiceTitan after a call?
Caller name and number, address, what they called about, urgency, and a summary of the conversation, arriving as a booking request or job lead per your rules.
Can Abby handle after-hours emergency calls?
That's the point. Abby answers 24/7, follows your emergency criteria, and notifies your on-call contact per your escalation list, while the call details land in ServiceTitan.
Do you offer an AI receptionist for ServiceTitan shops?
Yes, you can use Abby's US-based human receptionists, the AI receptionist, or both together, with calls landing in ServiceTitan either way.
Can Abby check membership status or job history in ServiceTitan?
No, call information flows into ServiceTitan, not out of it. Abby asks callers about membership per your script and flags it, so your CSR picks up the thread with the account open.
Use a tool we haven’t listed?
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