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HVAC / Field Services · Voice Workflow

ServiceTitan Job Dispatcher

When the agent calls dispatch_job, the workflow looks the customer up in ServiceTitan, finds the next available window, books the job, and texts the technician ETA — all under a real-time timeout.

trigger retell_tool_callmode Real-timenodes 11connectors 3

Workflow

TriggerMemoryIntegrationBranchVoiceEnd
newexistingTRIGGER01Tool call: dispatch_jobMEMORY02Read customer historyINTEGRATION03Look up customerBRANCH04Existing customer?INTEGRATION05Create customerINTEGRATION06Get dispatch windowsVOICE07Offer available windowsINTEGRATION08Book jobINTEGRATION09Send ETA textMEMORY10Save to ZepEND11Return tool result

How it runs, step by step

  1. 01
    TRIGGER

    Tool call: dispatch_job

    The voice agent calls the dispatch_job tool mid-conversation; the engine has under four seconds to respond.

  2. 02
    MEMORY

    Read customer history

    Pull the caller's equipment and service history from Zep.

  3. 03
    INTEGRATION

    Look up customer

    Search ServiceTitan for the customer by phone or address.

  4. 04
    BRANCH

    Existing customer?

    Branch on whether the customer already exists in ServiceTitan.

    • if new → Create customer
    • if existing → Get dispatch windows
  5. 05
    INTEGRATION

    Create customer

    Create a new customer and service-location record in ServiceTitan.

  6. 06
    INTEGRATION

    Get dispatch windows

    Fetch the next available dispatch windows for the service type.

  7. 07
    VOICE

    Offer available windows

    Read the next available arrival windows back to the caller.

  8. 08
    INTEGRATION

    Book job

    Create the job in ServiceTitan and assign it to the selected window.

  9. 09
    INTEGRATION

    Send ETA text

    Text the caller the technician window and a job reference via Twilio.

  10. 10
    MEMORY

    Save to Zep

    Persist the booked job and context to memory.

  11. 11
    END

    Return tool result

    Return the booking result to the voice agent to speak back.