Skip to main content

​
Overview

Coach allows you to give managers and Customer Service Representatives (CSRs) visibility into call performance. Managers can review team performance and trends, while CSRs can self-review their own calls for coaching and improvement. Access is controlled through role-based permissions, ensuring each user only sees what is relevant to them.

​
Step 1: Navigate to Members

1
Go to Settings
2
Select MembersThis is where you invite new users and manage access levels.

​
Inviting Managers

Managers typically need visibility into team-level performance and coaching insights.

​
How to Invite a Manager

1
Enter the manager’s email address
2
Select the appropriate access level:
3
Send the invitationManagers will be able to log in once they accept the invite.

​
Inviting CSRs (Agents)

CSRs should be invited with Agent access. This role is designed for individual contributors who need visibility into their own calls only.

​
How to Invite a CSR

1
Enter the CSR’s email address
2
Select Agent as the access levelUsers invited as Agents have the following permissions:
  • View only their own assigned calls
  • Listen to their own call recordings
  • Cannot view other team members’ calls
  • Cannot edit, reclassify, or modify any data
  • Cannot access team or account-level settings
This ensures CSRs can self-review without impacting system configuration or other users.
3
Link the user to the appropriate ServiceTitan agent profile
Important: When inviting someone as an Agent, you’ll need to link them to a ServiceTitan agent profile. This linkage determines which calls they can see:
  • Calls are matched based on the ServiceTitan agent ID
  • Only calls handled by their linked agent profile will be visible
  • If no agent is selected, the system will attempt to match by the user’s full name
4
Send the invitation - this will send an email to join the dashboard to the agent’s inbox, where they can then accept the invite
Last modified on February 19, 2026