Contents
How Recording Begins
Recording Behavior During the Job
How Recording Ends
Upload Process
Declined Consent to Record
How Recording Begins
To ensure recording starts correctly:
FieldSpark must be open on the technician’s device for recording to initiate.
When a ServiceTitan job is updated to Arrived, the technician will receive a FieldSpark push notification.
3. The technician must tap the notification, which will open FieldSpark.
4. Recording will start automatically once the app opens.
Recording Behavior During the Job
Once recording has begun:
Technicians may switch back to ServiceTitan to continue working their job as normal.
Recording will continue running in the background as long as the FieldSpark app was opened when the recording initiated.
To ensure uninterrupted recording, technicians should avoid fully closing the FieldSpark app during the job.
How Recording Ends
When a technician updates the ServiceTitan job status to Done:
A FieldSpark push notification will appear prompting the tech to stop the recording.
Tapping the notification opens FieldSpark, and the recording will stop automatically.
Upload Process
After the recording stops, it will display as Pending Upload while the file processes.
Upload time may take a few minutes depending on connection strength.
Avoid quitting or force-closing the FieldSpark app while a recording is pending upload, as this will cause the recording to be lost.
Once the upload is complete, the Pending Upload banner will automatically disappear.
Consent Declined Behavior
When a customer declines consent to record:
Recording stops immediately.
Any audio captured before consent was declined is still processed.
The recording is uploaded and stored.
A transcript is generated.
Speaker identification is generated.
Features That Are Disabled
When consent is declined, the following features are not performed:
Tone Analysis
Script Analysis
Objection Analysis
Dialogue IQ Scoring
FAQ: Why Is Audio Captured Prior to Consent Declination Retained?
The audio captured before consent was declined is retained for the following reasons:
Verification of Consent Request
Provides evidence that the technician requested consent in accordance with company policy.
Quality Assurance
Allows administrators to review trends when customers frequently decline consent and identify potential coaching or process improvements.
Documentation and Liability Protection
Provides a record of the customer's consent decision and demonstrates that recording was handled according to policy.