How long does ServiceTitan keep call recordings?

How long are ServiceTitan call recordings kept?#

ServiceTitan call recordings are kept for a period set by your phone setup, your agreement and your account configuration, so the honest answer for any one contractor is: check, in writing. What the call history screen shows today is not a promise about next year.

Ask your account manager three questions: how long recordings are retained on your current plan, whether older recordings are removed automatically, and what happens to recordings and call history if you change plans or leave. Keep the answers with your contract, and note them in your system inventory next to the phone numbers they cover.

Until you have those answers, use one rule: any recording you would want in a dispute, a training program or a future archive should be downloaded to company storage on a regular schedule.

Where your call recordings actually live#

Call recordings live with whichever system answers and records the call, which is not always ServiceTitan itself. Some contractors route marketing numbers through a call tracking service, or keep a separate phone provider, and pass only call details into ServiceTitan.

Map every number your customers dial to the system that records it. The answer often differs between the main line, paid search numbers and after-hours calls.

How to download recordings and call history#

A useful download keeps the recording tied to the call and the job. Audio files named only by date are hard to use a year later.

If you use an integration or the API to pull calls, read the terms first. ServiceTitan's API terms grant a limited license to use its APIs to build and maintain an interconnection between your application and the platform, and ServiceTitan may revoke credential permissions at any time. Its terms of use also say users must not let any third party, expressly including any AI agent, access or use ServiceTitan technology.

• 1Export the call history for the date range: date, time, phone number, campaign, CSR, call type and the booked job if any.
• 2Download the recordings for the same range and name each file with its call ID.
• 3Join calls to jobs by job number, so a recording can be found from the job and the job from the recording.
• 4Store files in company-controlled storage with a manifest and a checksum for each file.
• 5Repeat on a fixed schedule rather than once, so nothing ages out between pulls.

Consent comes before retention#

Consent comes first because a recording made without proper notice is a liability however long you keep it. Recording laws differ by state: some require every party to agree, others allow one party to consent, and calls that cross state lines raise their own questions.

Check what greeting played on inbound calls, when it started, and whether outbound calls from CSRs and dispatchers carried a notice. If the wording changed over the years, note the date in your manifest, because recordings from before the change may need different handling. This is general information, not legal advice; which laws apply is a question for counsel.

Should you keep every recording?#

Keeping every recording is rarely the right default. Calls contain home addresses, phone numbers, gate codes, family details and sometimes payment information, and each extra year of storage adds exposure. Decide by call type rather than by date alone.

Payment details need special care. PCI DSS v4.0 Requirement 3.3.1 says sensitive authentication data, which includes card verification codes, is not retained after authorization, even if encrypted. If customers read card details aloud on recorded lines, work with your payment provider and counsel on pausing recordings during payment or removing those segments.

Illustrative: an HVAC and plumbing company sets a recording schedule#

Illustrative: a fictional HVAC and plumbing company runs its call center on ServiceTitan and uses a call tracking service for its paid search campaigns. The operations manager assumes every recording is in ServiceTitan until a customer dispute needs an old booking call that cannot be found there.

The team learns that campaign calls were recorded by the tracking service, while calls to the main line were recorded in ServiceTitan. The owner asks both vendors for their retention terms in writing, sets a regular download from each, and joins both to job numbers in one manifest.

The outcome: booking, complaint and callback calls are kept with their jobs, routine confirmations follow a shorter schedule agreed with counsel, and CSRs pause recording when customers give card details. The archive is smaller and easier to defend.

Call recordings, AI and licensing#

Call recordings show how a trades business turns a ringing phone into a booked job: the questions CSRs ask, how they handle price objections and how arrival windows are promised. That makes them interesting to AI developers building tools for service businesses, but only after consent review and de-identification.

SourceX starts with a metadata-only fit check: which systems record calls, the years covered, how calls link to jobs and what notice was played. Under the SourceX five-step transaction (Supply, Rights, Preparation, Approval, Delivery), personal and payment details are removed in Preparation and the company approves each release. The records are licensed, not sold, and the company keeps ownership.