How to Forward Calls from ServiceTitan to an AI Receptionist (Step by Step with Screenshots)

This is the actual step by step to route calls from ServiceTitan to Hank or any AI receptionist. If you are set up in Hank, use our phone number. If you are using another system, follow the same pattern.

Step 1: Get Your AI Receptionist Phone Number

When you sign up for Hank, you get a dedicated phone number. It is a real phone number that customers can call and the AI answers.

In Hank dashboard, go to Settings. Phone Number. You will see something like plus 1 (555) 222 1111.

Copy this number. You are about to put it into ServiceTitan.

Step 2: Log Into ServiceTitan as an Admin

You need admin access to modify call routing. If you do not have admin, ask your ServiceTitan admin to do this with you.

Go to ServiceTitan, Settings (gear icon, usually top right).

Find Phone Settings or Call Forwarding.

(ServiceTitan UI changes. If you cannot find it, search "Call Forwarding" in the ServiceTitan search bar.)

Step 3: Create a Call Forwarding Rule

In Phone Settings, create a new call forwarding rule.

Name it something obvious: "After Hours to AI Receptionist" or "Hank Overflow."

Choose when this rule applies. Options: Always (every call goes to the AI). Business hours off (after 5 PM and weekends). Specific days and times (Monday Friday after 5 PM, weekends all day).

Most shops choose "Business hours off" so calls ring their team during the day and Hank after hours.

Step 4: Set the Forwarding Destination

Enter the AI receptionist phone number (plus 1 (555) 222 1111 for Hank).

Choose the forwarding type: most platforms offer "Simultaneous" or "Sequential." Simultaneous means your team phone and the AI phone ring at the same time. Sequential means your team phone rings first, then after N seconds, it rings the AI.

For after hours rules, simultaneous does not matter (your team is off). For overflow rules (call volume is high), sequential can work if you want your team a first shot.

Most shops use simultaneous for after hours.

Step 5: Set Up Fallback Rules

If the AI receptionist line is down (rare, but possible), where should calls go?

Option 1: Voicemail to your ServiceTitan inbox. Option 2: Forward to a backup number (your personal cell). Option 3: Do nothing (call fails and customer gets a generic message).

Pick Option 1 or 2. Most shops pick voicemail as the ultimate fallback.

In the same call forwarding rule, find Fallback or Failure Handling and set it to voicemail or a backup number.

Step 6: Create a Duplicate Rule for Overflow Conditions

Optional, but smart: set up a second rule for when your team is slammed.

If all your team members are on calls, send the next call to Hank instead of making the customer wait.

ServiceTitan allows you to set this as "If all agents are busy." The rule automatically triggers.

This prevents call queue bottlenecks. If you have 3 techs and all 3 are on calls, the 4th inbound goes to Hank instead of queuing forever.

Our phones went from dropping 20 to 30 calls per day to zero. ServiceTitan sends the overflow to Hank automatically. Our team never gets slammed anymore.

Step 7: Test the Setup

Assign one person to call your ServiceTitan number from a phone that is not assigned to your team.

(Use a personal phone or a burner number so it does not automatically route to your team as an internal call.)

Call your main business number. Confirm the AI answers.

Do a test interaction. Say "I need emergency service" and see how the AI responds.

Hang up and check your Hank dashboard to confirm the call logged.

Go back to Hank and check that the call metadata is correct (call duration, transcription, etc.).

Step 8: Go Live

Once testing is done, you are live. Calls now route from ServiceTitan to Hank based on your rules.

Monitor the first day to make sure rules are working. You should see 0 missed calls during the testing period (because you are routing them).

After 24 hours, you can disable the test rules and turn on the permanent rules for after hours.

FAQ

My team phone and the AI phone ring at the same time and I am confused about who should pick up.

This is okay. If your team picks up, they answer. If they are busy, Hank picks up. You do not need to micromanage. Simultaneous forwarding means "try both, whoever answers wins."

The call forwarded to Hank but I do not see it in my Hank dashboard.

Check: 1. Is your Hank account properly integrated with ServiceTitan? (Should be done at signup.) 2. Is the phone number in the forwarding rule exactly matching Hank number? 3. Did the call actually go through or did it fail? Check ServiceTitan call logs.

If you see the call in ServiceTitan but not Hank, contact Hank support. It is usually an integration sync issue.

My customers are calling during business hours and getting routed to Hank. I did not want that.

Check your call forwarding rules. You probably set "Always" instead of "Business Hours Off." Edit the rule and set it to after hours only.

Should my team be trained on how this works?

Yes. Tell your team: "After 5 PM, calls go to an AI receptionist who qualifies the job and books it into ServiceTitan. You will see the lead the next morning in your queue. Do not expect after hours calls on your personal phone unless it is a critical override." Your team should also know: Hank books jobs into ServiceTitan the same way your CSR would. Nothing changes for your workflow.

Do I need to change my main phone number?

No. Your ServiceTitan number stays the same. You are just adding a forwarding rule. Customers call your normal number and ServiceTitan decides where it goes based on your rules.

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