ServiceTitan's ST-77.3 update is rolling out, and it's a solid one. The dispatch board is getting a major upgrade that changes how dispatchers see technician activity in real time. Voice Agent keeps expanding what it can handle without a human. And service agreements finally get custom fields, which is something commercial shops have been asking for.
I went through the full release notes. Here's what matters and what you should do about it.
Flexible Timekeeping Now Shows on the Dispatch Board
This is the biggest change in this release, and it's a mandatory one. It's going to apply to everyone automatically.
If you're using Flexible Timekeeping (FTK), the Daily Dispatch Board now shows technician status in real time based on whatever FTK activity they're clocked into. Lunch, drive time, training, shop time. All of it shows up on the board the moment the tech clocks in. Before this, those activities were invisible. A tech on lunch looked the same as a tech sitting idle. Dispatchers had to call or text to find out what was going on, or they'd create placeholder Non-Job Events manually just to keep the board accurate.
Now that's handled automatically. When a technician starts an unplanned parts run from the Field Mobile App, it shows up on the board as a Non-Job Event without anyone in the office doing anything. PTO automatically blocks the full day. Payroll corrections reconcile silently in the background. And dispatchers can choose what to display under each technician's name: status, activity code, or hover to see all three at once.
This is one of those changes that eliminates a bunch of manual busywork that dispatchers have been doing for years. No more placeholder events. No more radio chatter to confirm availability. The board just shows what's actually happening.
What You Need to Do
You need both the New Daily Dispatch Board and the Enable Timesheet Activities setting turned on. Contact Support or your CSM to get it enabled if it isn't already. Then make sure your payroll admin has mapped all your FTK activity types to the correct statuses (Idle, Working, Driving, Meal). If an activity type isn't mapped, it'll show as Idle on the board, which defeats the whole purpose. Brief your dispatchers on the new display options and train your techs on starting and ending Non-Job Events from the Field Mobile App.
Voice Agent Now Handles Appointment Cancellations
Voice Agent keeps getting more capable. In this release, it can now handle cancellation calls end-to-end. When a customer calls to cancel, the Voice Agent detects the intent, pulls up the appointment, asks for the reason, and then tries to retain the appointment before processing the cancellation.
The retention part is what makes this interesting. You can configure the strategies the Voice Agent uses. It can offer to reschedule, waive the dispatch fee, or offer a discount. It'll make up to two attempts to save the appointment. If the customer still wants to cancel, the Voice Agent reads back the appointment details, gets explicit confirmation, and cancels it. If the customer gets frustrated or asks for a real person at any point, it escalates immediately.
Cancellation calls are one of those high-volume, low-value call types that eat up CSR time. Having the Voice Agent handle them consistently means your team can focus on booking new work instead of processing cancellations during rush periods. To turn it on, go to Voice Agent Settings, then Skills and Capabilities, and enable Appointment Cancellation. It's off by default.
Multiple Voice Agents and Multi-Point Escalation in Contact Center Pro
If you're running Contact Center Pro, there are two new features worth knowing about. First, you can now create and manage multiple Voice Agents within a single tenant. Each one gets its own name, persona, voice, job type rules, and escalation settings. Then you map which Voice Agent answers calls for which tenant in your network using the Workflow Builder.
This is mainly useful for multi-location or multi-brand operations. If you run an HVAC company and a plumbing company under the same umbrella, you can have a different Voice Agent for each one with its own personality and rules. Reports can be filtered by individual agent too, so you can track performance separately.
The second feature is Multi-Point Escalation. When the Voice Agent needs to hand off to a human, it can now route to different teams based on the situation instead of sending every escalation to the same queue. So a billing question might go to one team while an emergency call goes to another. If you're on Contact Center Pro, talk to your CSM about getting both of these set up.
Service Agreements Get Custom Fields
This one has been a long time coming, especially for commercial shops. Service agreements now support custom fields. You can create Text, Dropdown, and Numeric fields under Settings, Operations, Custom Fields. Those fields show up on both draft and active agreements, carry over when you renew or duplicate, and can be updated in bulk from the Follow Ups screen.
Before this, if you wanted to track something like contract type, region, or the number of units covered on an agreement, you had to stuff it into the summary field or notes. You couldn't filter by it. You couldn't sort by it. You couldn't report on it. Now you can do all of those things. Custom field values show up as columns in the agreement list and as KPIs in reporting.
If you're managing a lot of service agreements, go set up your custom fields before renewal season hits. Think about what data you actually need to filter and report on, create the fields, and then do a bulk update from the Follow Ups screen to backfill your existing agreements.
Track Equipment Age with a Manufactured On Date
There's a new Manufactured On date field on equipment records. This lets you track how old a piece of equipment actually is, not just when it was installed. That matters because the install date and the manufacture date are often different, sometimes by years. And when you're making replacement recommendations to a homeowner, the age of the unit from the manufacturer is what counts.
If your techs are already recording serial numbers in the field, many of those serial numbers encode the manufacture date. This gives you a dedicated place to store it so it's visible on the equipment record and usable in reporting.
A Few More Worth Mentioning
Dispatch board experience improvements. The dispatch board got another round of usability tweaks on top of the Flexible Timekeeping integration. These are continuation improvements from 77.2. If you're on the new board, the experience keeps getting tighter.
Sales tax by item group on estimate printouts. Estimates now show sales tax broken out by item group on the printed version. If you're sending multi-option estimates where different item groups carry different tax rates, the customer can now see the tax breakdown per group instead of one lump number at the bottom.
Customer Portal granular permissions. You can now control who has access to Customer Portal settings with more specific permissions. Before, it was more of an all-or-nothing approach. Now you can limit which team members can change portal configuration.
Adaptive Login. A new login system that's supposed to be more reliable. If your team has been running into login issues, especially with the mobile app, this should help. It rolls out automatically.
AFP Itemized Change Orders (Accounting). If you're doing construction work and billing change orders through Accounting for Principals (AFP), you can now bill them with itemized detail instead of a lump sum. Useful for any shop that needs line-item visibility on change order billing.
The standout in 77.3 is the Flexible Timekeeping integration on the dispatch board. It's a mandatory change, it's going to affect how every dispatcher works, and it needs some prep work before it rolls out. Get your activity types mapped, brief your dispatchers, and train your techs on the mobile app workflow. The Voice Agent cancellation handling and service agreement custom fields are solid additions too, but they're opt-in. Turn them on when you're ready.
If you want a deeper walkthrough of how these features connect to your day-to-day operations, the Blue Collar Nerd guide covers dispatch, Voice Agent, service agreements, and every other part of ServiceTitan with searchable video lessons built for every role on your team. Check it out here.