How to export ServiceTitan call recordings

Where do ServiceTitan call recordings come from?#

ServiceTitan call recordings come from whichever phone system handles your calls: ServiceTitan's own phone offering, or a separate business phone provider integrated with ServiceTitan. In both setups, calls usually appear in ServiceTitan's call history linked to a customer, a booking or a job when a CSR tags them, but the audio may be stored by ServiceTitan or by the provider.

That difference decides who can produce a bulk export and in what form. Ask your ServiceTitan admin or your phone provider which one stores the audio, how long recordings are kept under your plan and settings, and whether older calls have already aged out. Check the vendor's documentation for your plan rather than assuming every call since go-live is still there.

Decide what you need before you ask#

Deciding scope before you ask keeps the export small enough to handle and complete enough to trust. A request for every recording ever made is slow to fulfill and hard to check, while a request scoped to a date range and purpose comes back faster and is easier to reconcile.

• 1Date range: the full history available, or a defined period such as the years before a system change.
• 2Call types: all calls, inbound only, or only calls tied to bookings and jobs.
• 3Purpose: archive before switching phone providers, quality coaching, dispute support or a data licensing review.
• 4Destination: a named folder in company-controlled storage, not a personal laptop or email inbox.
• 5Access: the roles allowed to open recordings once they arrive.
• 6Consent check: confirm that your recording disclosure covered the calls in scope.

Steps to request a bulk export#

The steps to request a bulk export start inside ServiceTitan and end with a reconciled archive. Downloading recordings one at a time from individual call records works for a dispute, but it is impractical for an archive and loses metadata unless someone records it by hand.

• 1Step 1: confirm you have admin rights and identify which system stores the audio.
• 2Step 2: run a calls report for the date range with every available ID field: call, customer, location, booking and job.
• 3Step 3: open a support request with ServiceTitan or your phone provider asking for a bulk export of recordings for that range, matched to call IDs, and ask about file format, delivery method, timing and any fees.
• 4Step 4: if you have technical help, ask whether API access to call records and recordings is available for your account.
• 5Step 5: receive the files directly into company-controlled storage.
• 6Step 6: reconcile the call log against the files, marking calls that were not recorded, were too short or were deleted.
• 7Step 7: play a sample and confirm that timestamps, callers and linked jobs match.
• 8Step 8: write a short manifest recording the date range, file count, source system and who ran the export.

Metadata and naming that keep recordings linked to jobs#

The metadata that keeps recordings linked to jobs lives in the call log, not in the audio file. Keep these fields in a spreadsheet or database next to the recordings, and treat the call ID as the key that joins them.

Name each file with the call date first, then direction, then the call ID, so files sort by time and every name stays unique. Do not rename files with customer names or phone numbers; those belong in the restricted log, not in folder listings that many people can see.

Consent and sensitive content inside the audio#

Consent and sensitive content need a check before recordings are used for anything beyond day-to-day operations. State recording-consent rules differ, and some states require every party on the call to agree, so confirm what your greeting or disclosure said for the period you exported. Using recordings for AI training, a vendor tool or licensing raises further notice and privacy questions that are assessed with counsel.

The audio itself holds more than people expect: customer names and addresses, family details, gate codes and sometimes payment card numbers read aloud to a CSR. If card numbers were taken over the phone, check your PCI DSS obligations for stored recordings with your payment provider, and restrict access to the export until it has been reviewed.

Illustrative: an HVAC and plumbing company changes phone providers#

Illustrative: a fictional HVAC and plumbing company is moving its phones to a new provider and wants its call history kept. The COO runs a calls report from ServiceTitan with call, customer, booking and job IDs, then asks the current provider for a bulk export matched to call IDs.

Reconciliation shows that the oldest recordings had already aged out under the provider's retention setting, and a small set of calls was never recorded. Both are noted in the manifest. The rest are stored by date, direction and call ID in a restricted folder, with the call log in a spreadsheet beside them. The customer service manager later uses booked and unbooked calls for CSR coaching, and the owner lists the archive, without sharing any files, in a data licensing intake.

Why linked recordings matter beyond the archive#

Linked recordings matter because they show how customers describe problems in their own words, how CSRs triage and book, and what happened on the job afterward. AI developers building receptionists, booking assistants and dispatch tools look for exactly that chain, and recordings without call logs cannot provide it.

SourceX reviews call archives from metadata first: counts, years, call types and how calls link to jobs. If a package proceeds, the SourceX five-step transaction covers the rights review of consent and notices, preparation that removes names, numbers, addresses and payment details from transcripts or audio, your approval, and delivery from your own storage.