Invite the Lace AI CSR to ServiceTitan

1. Go to Employees

• Settings (⚙) → People → Employees → Add Employee

2. Fill Out Required Info

• Employee Name: You choose (examples: Lace AI, Lacey, AI CSR)

• Role: Select one of

  1. Dispatcher

  2. CSR/Dispatcher

  Any of these work — choose the one that best fits how your team categorizes booking staff.

  This gives the AI the correct permissions to:

  • create jobs

  • view customer details

  • check availability

  • book appointments

• Email (must be exact): aicsr-eng-st@lace.ai

• Phone Number: Leave blank

• MFA: Do NOT enable (no phone, no MFA)

4. Invitation Method — IMPORTANT

Under New Account Status, select:

✅ Send invitation via email

(do not choose any other option)

This sends the login setup link to Lace.

5. Save

Click Save, and you're done.