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Overview

Manual call reclassification lets you correct how a call is counted in ServiceTitan (Booked, Unbooked, Excused, or Related to an existing job) after the call is over.

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Before you start

  • You will need permissions in ServiceTitan to view calls and reclassify them.
  • Changes made in Coach will sync into ServiceTitan.

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Option 1: Reclassify directly in ServiceTitan

1
Open the call in ServiceTitan (any of these paths work):
  • Dashboard → CSR Metrics → Any agents
2
Click the call to open the Call Playback panel.
3
Click I’d like to reclassify the call.
4
Choose the correct outcome:
  • This was not a service request. Excuse it.
  • This was a service request that was not booked.
  • This call was related to an existing job.
  • A job was booked for this call. (you will be prompted for the job number)
5
(Optional) Update Who took the call? if the CSR attribution is wrong.
6
Save/confirm your changes.

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Option 2: Reclassify in Avoca Coach (and sync to ServiceTitan)

If your team uses Coach’s Reclassification tool, you can review AI suggestions, make corrections, and push the updates back into ServiceTitan.
1
Go to Coach → Dashboard.
2
Set a Date Range or any Filters for the calls you want to review.
3
Click the “Misclassified” quick filter to view only calls where the classification differs from what is recorded in ServiceTitan:

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Reclassify a call type

1
Find and select the call you want to update. Click “Edit Call” on the top right.
2
Apply AI suggestions or feel free to update:
  • CSR - Agent this call should be attributed to
  • Qualification - Qualified or Not Qualified
  • Call Type - Booked, Unbooked, Excused
  • Call Reason - ServiceTitan disposition/reason
  • Notes
3
Then click Update Call. This will update all these fields in ServiceTitan.
4
Once updated, the “Needs Review” tag will be removed from the call, and the call will no longer appear in the “Misclassified Calls” list.

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Troubleshooting

  • I can’t reclassify in ServiceTitan: This is usually a permission issue. Confirm your role can reclassify calls.
  • Call reasons don’t look right in Coach: Make sure call reasons are synced and described:
    • Coach → Settings → Reclassification → Call Reasons
    • Click Get Unsynced Reasons from ServiceTitan, update descriptions, and Save.
  • Too many calls need manual review: After validating a sample, consider enabling Auto-Reclassification (Coach → Settings → Reclassification → Auto Reclassification) once you trust the definitions.

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Best practices

  • Track a few example call links that are repeatedly misclassified and share them with your Avoca point of contact so definitions can be tuned.
Last modified on February 19, 2026