Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Capture Lost Leads in ServiceTitan with Second Chance Leads

24 Mar 2025 · 2 min

Watch on YouTube

2:25

This instructional video explains ServiceTitan's Second Chance Leads—a Titan Intelligence feature that reviews unbooked, “not a lead,” and excused calls after a CSR ends the call to surface leads for follow-up. It outlines availability (previously Phones Pro only; now early access for Basic Phones), the self-checkout/onboarding flow inside ServiceTitan (Calls → Second Chance Leads → Buy Now → agree to Terms → Place Order), who can purchase (Business Owner or General Manager can buy directly; administrators can contact Sales), and configuration steps and cautions (billing starts immediately, so set up promptly).

Questions this video answers

Basic Phones customers (early access); previously available to Phones Pro customers only.

Calls → Second Chance Leads tab under the Booking section.

Users whose company position is Business Owner or General Manager in profile settings can purchase directly; administrators may contact Sales.

Billing starts immediately once the feature is purchased; recommended to set up account without delay.

Let's take a look at the Second Chance Leads feature in ServiceTitan. Second Chance Leads feature automatically reviews unbooked not a lead and excused calls, flagging those likely to be saved with a quick follow up. Using Titan Intelligence, it reviews call recordings after a CSR ends the call, generating leads for your review and action. With Second Chance Leads, you can maintain up to date statuses and notes for each lead so others can track progress. Previously we offered Second Chance Leads to Phones Pro customers only. Now the feature is in early access for Basic Phones customers as well, with a new self checkout and onboarding process. To get this feature added to your account, please reach out to your Customer Success Manager. You will be able to purchase second chance leads right within your ServiceTitan account. To enable second chance leads for your account, click on Calls in the main menu, then click on Second Chance Leads tab under the Booking section. The Second Chance Leads screen offers an overview of the feature, customer feedback, and a list of frequently asked questions. You can also reach out to our Sales team by clicking Talk to Sales at the bottom of the page. If your company position is set as Business Owner or General Manager in your profile settings, you can purchase Second Chance Leads directly through Service Titan interface. As an administrator, you'll have the option to contact Sales to access the feature. In the Second Chance Leads License section, click Buy Now. Review your order, enter your company legal name and check the box to agree to the Terms of Use. Review the terms and conditions, then click I Agree. Once you've reviewed and agreed to the terms and Conditions, click Place Order. You'll receive a pop up indicating that you've successfully purchased the Second Chance Leads feature. Now you can configure your Second Chance Leads settings by clicking Get Started. Please note that the billing starts right away, so it is recommended that you set up your account without a delay. Now that you've reviewed the new onboarding workflow for Second Chance Leads for Basic Phones customers. Check out our related documentation for more detailed information on Second Chance Leads.