--- title: "Add or edit tracking numbers" slug: "add-or-edit-tracking-numbers" updated: 2026-10-15T01:05:53Z published: 2026-10-15T01:05:53Z canonical: "help.servicetitan.com/add-or-edit-tracking-numbers" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Add or edit tracking numbers ## ## Overview When you use tracking numbers, the system automatically records all incoming phone calls and pulls up existing customer information. You can attach tracking numbers to a marketing campaign to provide you with important data on how your marketing campaigns are performing. This article explains how to add a tracking number, edit existing tracking numbers, and get a list of phone numbers and their assigned campaigns. [Add and edit tracking numbers Video](https://fast.wistia.net/embed/iframe/qp5nte3mru?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Office employees - Applies to all business types #### Feature configuration - Account configuration is required. Please contact [Technical Support](https://help.servicetitan.com/construction/docs/contact-servicetitan-technical-support) for details. - The *Access Settings* and *Forwarding number settings* permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - A tracking number is a virtual phone number that forwards to a physical line in your office. Any advertised number you provide to potential, existing, or past customers are tracking numbers. - All of your advertised numbers, regardless of where or how they are advertised, should be ported to ServiceTitan to become tracking numbers. This includes your main company phone number. - When you add a toll-free number in ServiceTitan, we automatically submit it for verification. Ensure we have all the necessary business details by completing the [Register to Enable Text Messaging](/construction/docs/register-your-business-for-sms-and-mms-delivery) form before requesting a toll-free number. Without this form, your numbers aren’t verified, and SMS delivery fails. - When a tracking number is marked as *Not Lead* by default, the calls are automatically excused and do not count toward CSR metrics such as conversion and booking percentages. - To send outbound messages, a number needs a TCR Campaign ID, assigned the first time you text from it in ServiceTitan. Go to **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) **> Phones > Phone Numbers** and check the *TCR Campaign ID* column to see which numbers are active for messaging. Carriers limit each TCR campaign to 49 phone numbers. This view helps you monitor usage and stay within that limit. > [!NOTE] > **Note:** This applies only to 10DLC numbers, not toll-free numbers. ## Commonly used terms Understand the keywords commonly used with the Phone Integration. - **Advertised Number:** Any number you've advertised for customers to reach you. - **Campaign Number:** An advertised number that has been assigned to a campaign in ServiceTitan **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) **> Phones > Phone Numbers**. - **Tracking Number:** Any number listed under the *Phone Number* section in [Settings](https://go.servicetitan.com/#/Settings/phoneNumbers). You can add tracking numbers through the **Add New Number** option or port your existing numbers into ServiceTitan. These are virtual phone numbers that forward to a physical line in your office. When customers dial your tracking numbers, ServiceTitan tracks and records the calls. - **Forwarding Number:** Any number listed under the *Forwarding Number* section in [Settings](https://go.servicetitan.com/#/Settings/phoneNumbers). Calls to tracking numbers are forwarded to your forwarding number. Forwarding numbers are unadvertised numbers that you shouldn’t give out to customers. - **Porting:** Porting a number involves transferring it from one service provider to another by keeping the existing number. ServiceTitan typically ports the main company number to convert it into a tracking number. ## Add a tracking number 1. In ServiceTitan, go to the top and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) . 2. In the side panel, click **Phones** **>** **Phone Numbers**. 3. Click **Add New Number**. 4. Find the number you want to add. 1. If you want to add a local number, search by area code or ZIP code. 2. If you want to add a 1-8XX number, click **Toll-Free Number**. > [!TIP] > **Tip:** Search by area code first, **not** by ZIP code. Due to phone carrier restrictions, you might not get any results if you search by ZIP code. > [!NOTE] > **Note**: Fill in the [Register to Enable Text Messaging](/construction/docs/register-your-business-for-sms-and-mms-delivery) form for verification before getting a toll-free number. The system will prompt you to complete this form if you haven’t or if you have missing company information. 5. If you want your tracking number to include a particular set of numbers, enter it under **Contains**. 6. Click **Search Numbers.** If you want to look for more numbers beyond the first list you see, click **Load More**. 7. Click the number you want to add. 8. Click **Choose Number**. 9. Enter the forwarding number. 10. Click **No** if you don’t want to use this new number to receive texts. 11. If you’re using this number for a specific marketing campaign, select it from the dropdown. 12. Set the default call type as *Lead* or *Not Lead*. 13. When you’re done, click **Add Number**. > [!NOTE] > **Note**: All calls to this number will be automatically marked as Lead or Not Lead. Capturing Leads allows you to save information about incoming calls that don’t immediately turn into jobs. Calls marked as Lead count towards CSR metrics (whether booked or unbooked). For more, see [Capture a Lead from an incoming call](/construction/docs/capture-a-lead-from-an-incoming-call). ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/add-or-edit-tracking-numbers-image-9j0jfcl0.jpg?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) ## --- ## Edit a tracking number 1. In ServiceTitan, go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D). 2. In the side panel, click **Phones >** **Phone Numbers**. 3. Click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) next to the number you want to change. 4. Edit the tracking number and other fields as needed. 5. When you’re done, click **Save**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/add-or-edit-tracking-numbers-image-aci3664k.jpg?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) ## Get a list of tracking numbers and campaigns Go to **Settings > Phones > Phone Numbers** to view a list of tracking numbers and their assigned campaigns. To download the phone-number list, select **Export Phone Numbers**. 1. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/add-or-edit-tracking-numbers-image-s2uhy5b8.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) *Phone_numbers.xlsx* downloads to your computer. ## ## FAQ --- ### #### How do I know which phone numbers are enabled for outbound messaging in ServiceTitan? To send outbound messages, a number needs a TCR Campaign ID, assigned the first time you text from it in ServiceTitan. Go to **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/texting-image-pnkisecp.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) > Phones > Phone Numbers** and check the *TCR Campaign ID* column to see which numbers are active for messaging. Carriers limit each TCR campaign to 49 phone numbers. This view helps you monitor usage and stay within that limit. > [!NOTE] > **Note:** This applies only to 10DLC numbers, not toll-free numbers. #### How can I confirm if my toll-free numbers are verified for messaging? You can view the toll-free number verification status in your ServiceTitan *Settings*. Go to **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/texting-image-24e16tdu.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) > Phones / Phones Pro / Contact Center Pro > Phone Numbers** and check the results of the *Status* column. #### How do I add or edit a marketing phone number in Basic Phones? A marketing phone number is called a tracking number, a virtual phone number forwarded to a physical line in your office and used for collecting marketing data. Follow these steps to [Add or edit tracking numbers](/construction/docs/add-or-edit-tracking-numbers). #### How do I know if a tracking number is ServiceTitan-provided or company-owned (ported-in)? You can distinguish between ServiceTitan-provided and company-owned numbers by checking the *Added By* column in the **Phone Numbers** section within your ServiceTitan settings: 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D). 2. Select **Phones > Phone Numbers** to view the list. 3. Check the *Added By* column for each number: 1. Numbers showing an employee name and account name were generated through ServiceTitan. 2. Numbers showing Added by *Admin* are company-owned numbers that were ported in. ![Added By column in Phone Numbers settings](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/phone-integration---faq-image-3o3obbat.png?sv=2026-02-06&spr=https&st=2026-10-30T22%3A49%3A47Z&se=2026-10-30T23%3A49%3A47Z&sr=c&sp=r&sig=bBvj3tNzjum3C3jHm5AqJP%2Bbs4ezZIL5nLJK32dctFw%3D) #### Do ServiceTitan tracking numbers expire? ServiceTitan tracking numbers do not expire. Tracking numbers will stay with you as long as you are using ServiceTitan. #### Can I remove phone numbers? You can't remove tracking numbers directly from your account. An administrator must contact [ServiceTitan Technical Support](https://go.servicetitan.com/#/ask), provide the number to remove, and reply to the confirmation email to approve the request. ## Want to learn more? - See [Set up your default forwarding number](/construction/docs/set-up-your-default-forwarding-number) - See [Phone Integration](/construction/docs/set-up-phone-integration-1) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns A regular 10-digit phone number approved for business texting (vs. toll-free). **What it does:** Enables compliant SMS messaging to customers using a standard local number, improving deliverability and trust. **Also called:** Standard business number approved for texting **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP