PhoneTap Documentation

PhoneTap is a call analytics platform built for home service contractors using ServiceTitan. It connects to your ServiceTitan tenant, retrieves inbound call recordings, and uses AI to analyze each call.

PhoneTap performs four core functions:

• Analyzes inbound call recordings to determine what happened on each call.
• Identifies missed booking opportunities and quantifies the potential revenue impact.
• Corrects inaccurate call outcomes, reasons, and classifications assigned by ServiceTitan or CSRs.
• Syncs corrected data and enriched insights back into your ServiceTitan account.

The goal is to give you an accurate picture of your phone performance and surface revenue that would otherwise go unnoticed.

PhoneTap follows a five-step process for every inbound call:

1. Connect. PhoneTap connects securely to your ServiceTitan tenant using authorized API credentials.
2. Retrieve. It retrieves call recordings and associated metadata, including caller information, agent details, and existing call tags.
3. Transcribe. Audio is transcribed using a third-party transcription provider to produce a text-based record of the conversation.
4. Analyze. AI analyzes the transcript for call intent, booking outcome, caller sentiment, and estimated opportunity value.
5. Sync. Corrected classifications and enriched insights sync back into ServiceTitan, where they appear alongside your existing data.

• PhoneTap does not record calls. It retrieves recordings that are already stored in ServiceTitan.
• PhoneTap does not own or manage phone numbers, VoIP systems, or call routing infrastructure.
• It only accesses data that has been authorized by the company administrator during setup.
• Access permissions are scoped to the specific ServiceTitan tenant connected during onboarding.
• The company administrator can revoke PhoneTap's access at any time by disconnecting the integration.

PhoneTap operates as a read-and-enrich layer on top of your existing call data. It does not intercept, redirect, or modify live calls.

PhoneTap estimates the revenue impact of missed booking opportunities using the following approach:

• Calls classified as "unbooked" are flagged as potential missed opportunities.
• The average new customer value is calculated from historical job and revenue data in your ServiceTitan account.
• Each missed opportunity is multiplied by this average value to produce an estimated revenue figure.
• These are estimates based on historical patterns, not guarantees of lost or recoverable revenue.

Revenue figures displayed in PhoneTap dashboards are estimates derived from your own ServiceTitan data. Actual outcomes may vary.

PhoneTap can send alerts when calls meet specific risk criteria. Alerts are generated based on AI analysis thresholds configured for your account.

• At-risk call criteria. Calls where a booking opportunity was identified but the call ended without an appointment being scheduled.
• Trigger timing. Alerts are sent after the call has been processed through PhoneTap's analysis pipeline, typically within minutes of the call ending.
• Delivery channels. Alerts can be delivered via Slack or email, depending on your account configuration.
• Sentiment-based alerts. You can configure alerts based on caller sentiment (positive, neutral, or negative) to surface calls that may require follow-up.

Alert thresholds and delivery preferences are configured by the company administrator in the PhoneTap settings panel.

• Encryption in transit. All data transmitted between PhoneTap and ServiceTitan is encrypted using TLS.
• API authentication. PhoneTap uses OAuth 2.0 client credentials for secure API authentication with ServiceTitan.
• Data retention. Call recordings are not stored permanently by PhoneTap. Transcripts and analysis results are retained for the duration of the customer relationship.
• Retention while active. Transcripts, classifications, and call metadata are retained for the life of your account. Call audio is retained in private, access-controlled storage to support QA review and the 90-day classification correction window.
• Deletion SLA. All customer data is deleted within 30 days of account termination or a verified written deletion request to hello@phonetap.ai. Deletion covers database rows, stored call audio, and derived artifacts (transcripts, classifications, hot opportunities, follow-ups).
• OAuth credentials. ServiceTitan and CallRail tokens are revoked and deleted immediately when the integration is disconnected.
• PCI redaction. Deepgram PCI redaction is enabled, so spoken payment card data is replaced with redaction tags before any transcript is stored. PhoneTap does not process payments.
• Backups. Encrypted backups are kept on a 7-day point-in-time recovery window; residual copies age out automatically after deletion.
• Third-party transcription. Audio transcription is performed by a third-party provider. Audio data is transmitted securely and is not retained by the transcription provider after processing.
• Recording compliance. Customers are responsible for ensuring compliance with call recording laws and regulations in their jurisdiction. PhoneTap does not record calls.

PhoneTap integrates with ServiceTitan via the official API. Below is a summary of the data interaction.

Original ServiceTitan data is never deleted or overwritten. PhoneTap appends information alongside existing records. All updates are logged and can be reviewed in the PhoneTap dashboard.

• Active ServiceTitan account with API access enabled.
• Admin-level access to authorize the PhoneTap integration.
• Call recording enabled within ServiceTitan.
• Minimum recommended volume of 100 inbound calls per month for meaningful analysis.

PhoneTap runs entirely in the cloud. No software installation, hardware, or local infrastructure is required.