Core Product

Job Booking

The Call Booking screen is the main hub for CSRs to book jobs, manage customer and location records, and ensure every lead and marketing dollar is correctly logged in ServiceTitan.

New to Job Booking? Start here Jump to key workflows

Job Booking Call Booking screen overview

Product overview

See Job Booking in action

Watch how the Call Booking screen works — from answering an inbound call and pulling up the customer's history, to booking a job and linking it to the right marketing campaign.

Setup

Job Booking lets CSRs and office staff take inbound calls, capture leads, book jobs, and maintain accurate customer records — all from one screen. For optimal performance, complete these setup steps before going live.

Setup checklist

Set up phone integration

Connect your phone system to ServiceTitan so calls can be linked to jobs and customer records.

Add or edit tracking numbers

Associate phone numbers with marketing campaigns so incoming calls are automatically attributed.

Add and edit business units

Define your business units so CSRs can correctly assign jobs during booking.

Set up default services for job types

Configure job types with default services to speed up booking and reduce manual entry errors.

Included with ServiceTitan

Job Booking is a core feature available to all ServiceTitan customers. No additional subscription is required.

Once setup is complete

CSRs can answer calls, capture leads, book jobs, and maintain customer records — all from a single screen with full call-to-job tracking.

Advanced Setup — Job Booking

Step 1 — Set up call management

Configure tracking numbers, campaigns, tags, and call reasons to optimize how you handle and classify calls.

Manage tags

Set up call reasons

Set up and use Call Linking Confirmation

Set up call booking preferences

Step 2 — Configure job booking

Streamline job organization by configuring job types, booking preferences, and booking-related features.

Set recall, warranty, and lead job booking guides

Configure fields on the job booking screen

Set up estimate creation when booking a job

Set up ability to attach equipment to a job

Step 3 — Establish scheduling and appointments

Enable online booking and manage appointment availability with the Web Scheduler and arrival windows.

Set up the Web Appointment Scheduler (Legacy)

Set Web Scheduler for Office Employees

Set up arrival windows

Key workflows

Core workflows for using Job Booking — from managing calls to booking jobs and handling lead follow-up.

Manage calls Customer information Capture leads Book a job Call center management ServiceChannel

Manage calls

Handle inbound and outbound calls, link them to customer profiles, and track call details.

Answer incoming calls

Place outbound calls

Understand how call bubbles work

Obtain and maintain customer information

Create and keep customer records accurate for personalized, efficient service.

Create a customer record

Customer and Location Records overview

Set notification preferences for customers

Update customer contact methods

Enter military and diplomatic addresses

Capture leads and convert them to jobs

Save inquiries that don't immediately turn into jobs, then follow up and convert them.

Capture a lead from an incoming call

Capture a lead from a booking

Capture a lead manually

Leads without customers and locations

View leads from an incoming call

Use the Follow Up screen to find and view captured leads

Convert a lead to a job

Book a job

Schedule and book jobs using arrival windows, recall workflows, chat, and more.

Book a job

Book a recall or warranty job

Enter job details

Manage bookings

Use Chat

Manage technician two-way chat in ServiceTitan and ServiceTitan Mobile

Book a Technician-Generated Lead job from an incoming call

Use arrival windows

Use property data

Manage call centers

Monitor performance, classify calls, and review recordings to keep your call center running efficiently.

Understand call classifications

Find and manage abandoned and unbooked calls

Listen to call recordings

Reclassify and edit calls

View and complete call forms

View call tags or attach a tag to a call

ServiceChannel Integration

Receive and manage incoming work orders, sync job updates, and share details in real time.

Set up ServiceChannel Integration

ServiceTitan integration with ServiceChannel

Manage ServiceChannel Integration

ServiceChannel Integration FAQ

Troubleshooting & FAQ

Quick solutions to common issues and answers to frequently asked questions.

Troubleshooting

Step-by-step guides to resolve the most common issues.

Why do I have to click the call button multiple times before being able to connect to the call?

Can the assign technician field be required on the call booking screen?

What is causing the booking confirmation checkbox to remain grayed out on the call booking screen?

Frequently Asked Questions

Common questions about call classifications, abandoned calls, and job booking workflows.

What is the difference between an abandoned call and an unbooked call?

Abandoned call: A call is classified as Abandoned when ServiceTitan can't determine which CSR took the call, or which customer or job should be attached. This happens when a call is answered but the CSR didn't click the incoming call bubble, or when no one picked up and the call went unanswered.

Unbooked call: A call is classified as Unbooked when a CSR clicked the incoming call bubble, but a job was not booked. The call must also be classified as a Lead (duration over 60 seconds) to be considered an unbooked call.

For more, see Understand call classifications.

If I don't click the green call bubble, does this mean ServiceTitan won't record the call?

If you don't click the green call bubble, the call will still be recorded. ServiceTitan automatically records every call answered within the office, even if the call is abandoned (green call bubble isn't clicked).

To maintain accurate records and reporting, your office manager needs to listen to all abandoned calls and attach the correct CSR to the call. Clicking the green call bubble avoids this unnecessary step.

Why are abandoned calls listed separately in Agent Scorecards?

Abandoned / unanswered calls usually require an immediate response, whereas unbooked calls might take the manager more time to review and identify the issue.

That's why abandoned calls are listed separately in the Agent Scorecards section under the Abandoned profile — making it easy to stay on top of calls that typically need a quick callback.

How do I update contact information for ServiceTitan reminders?

You can manually adjust contact methods in ServiceTitan. Add a new contact method or edit the notification preferences for existing contact methods.

What does the Start date from the Close and classify screen do?

It indicates the Follow-Up Date set on a lead.

Documentation Index

Call Booking Home

Job Booking

Setup

Key workflows

Manage calls

Obtain and maintain customer information

Capture leads and convert them to jobs

Book a job

Manage call centers

ServiceChannel Integration

Troubleshooting & FAQ

Related workflows