--- title: "Follow up on opportunities" slug: "follow-up-on-opportunities-1" updated: 2026-10-15T00:34:59Z published: 2026-10-15T00:34:59Z canonical: "help.servicetitan.com/follow-up-on-opportunities-1" --- > ## 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. # Follow up on opportunities ## Overview When an estimate is created on a job but isn't sold, an opportunity is automatically created to secure additional revenue by selling a previously unsold estimate. Unsold estimates and other opportunities give you a centralized location to act on opportunities. ### Things to know - You can sort estimates by the highest value, helping to maximize your revenue. - If you create an estimate from the *Call Booking* screen without booking a job, an opportunity is not generated. - Opportunities and estimates are usually manually dismissed. The only time when an opportunity closes automatically is when an estimate is sold and the value of the Sold estimate is greater than the job type Sold threshold. This converts the opportunity to *Won* status. - Opportunities are only automatically closed when an estimate is sold to the customer *and* the estimate value is greater than the job type sold threshold. This also sets the opportunities' status to *Won*. - If you want to change the **Follow Up On** date field, edit the estimate, go to the *Price Details* section, and edit the field. ### Follow up on an opportunity 1. Go to the navigation bar and click **Follow Up**. 2. Find the opportunity you want to follow up on and click it. 3. Click **Call the customer**. Click **OK** to confirm the outbound call. 4. At the end of the call, move forward based on the customer's response. Ideally, the customer will want you to sell the estimate and book the job. The customer might want one of the the following actions: 1. [Log a follow-up](/construction/docs/follow-up-on-opportunities-1#log-a-follow-up) 2. [Sell the estimate](/construction/docs/follow-up-on-opportunities-1#sell-an-open-estimate) 3. [Edit the estimate](/construction/docs/follow-up-on-opportunities-1#edit-estimates-in-an-opportunity) 4. [Book a job from the estimate](/construction/docs/follow-up-on-opportunities-1#book-a-sold-estimate-into-a-new-job) 5. [Create a new estimate in the opportunity](/construction/docs/follow-up-on-opportunities-1#add-an-estimate-to-an-opportunity) 6. [Dismiss the estimate](/construction/docs/follow-up-on-opportunities-1#dismiss-an-estimate-in-an-opportunity) 7. [Dismiss the entire opportunity](/construction/docs/follow-up-on-opportunities-1#dismiss-entire-opportunity) ### Log a follow up If the customer wants you to contact them at a later date, log a follow-up. 1. At the bottom of the opportunity page, click **Log a follow-up**. 2. Use the **Log Templates** dropdown, choose pre-written to be added to the *Notes* field, or enter your own notes. ![Interface showing options to log customer follow-ups and notes for service management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-pirofo1q.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 3. Click inside the **Change appointment date** field to open a calendar and select your next follow up date. 4. Select **Successfully reached the customer**, **Copy to Customer Notes**, and **Copy to Location Notes** if applicable. 5. When finished, click **Save**. > [!NOTE] > **Note:** Using any of the templates or leaving any comment without selecting **Successfully reached the customer** sets the opportunity status to Unreachable. If you check **Successfully reached the customer**, the status changes to Contacted. There is no way to undo this, even if you delete or edit the follow up in the Audit Trail. ### Sell an open estimate 1. From the opportunity page, click **Sold/Convert**. 2. Select the name of the person responsible for the sale or conversion. By default, this is whoever created the estimate. Click **Sold/Convert** to confirm. 3. On the *Estimate* screen that opens, select the **Task**, **Equipment,** and **Material** that is part of the job. ![Estimate template showing selected items, including toilets and equipment details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-90dgawac.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 4. Click **Book new job**. ### Book a sold estimate into a new job After you've sold or converted an estimate, you can book it into an install job. If you don't book jobs for Converted estimates right away, be sure to go to the Sold Estimates tab under Follow Ups to book jobs for sold estimates: 1. Go to the navigation bar and click **Follow Up.** 2. Click the **Sold Estimates** tab. 3. Click the opportunity for which you want to book a job. 4. From the opportunity, select the estimate items you want to include in the new job. > [!NOTE] > **Note:** You can **Select all** if applicable. 5. Click **Initiate Booking**. 6. Select estimate tasks and click **Book Job**. This takes you to the *Call Booking* screen. 7. From the *Call Booking* screen, [book a job](/construction/docs/book-a-job) as usual. > [!NOTE] > **Note:** If you've [enabled *Booking Sold Estimate* settings](/construction/docs/update-booking-sold-estimate-settings-1), the job summary and attachments automatically copy from the estimate into the new job. Attachments will only carry over from location or job estimates, not project estimates. ### Edit estimates in an opportunity If the customer wants you to edit an estimate before they agree to it: 1. On the opportunity page, click **edit** on the estimate you want to edit. 2. Add, remove, or edit items on the estimate as requested then click **Save**. 3. Under the *Opportunity* field, click the **Opportunity Number**. ![Estimate details showing status, job number, invoice, follow-up date, and opportunity number.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-oj4mv8z4.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 4. Go back to the *Follow Up* screen. ### Add an estimate to an opportunity If the customer wants to see more options or needs additional work done, add estimates to the opportunity: 1. On the opportunity page, click **View Invoice**. ![Opportunity follow-up details including job number, type, and customer information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-tqh3jgbq.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 2. Click **Add an estimate**. ![Invoice details for job #631219, including status, billing, and summary information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-l72v281f.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 3. Add estimate details and then click **Save**. 4. Add, remove, or edit items on the estimate as requested then click **Save**. 5. Click **View opportunity** to go back to the *Follow Up* screen. ### Dismiss an estimate in an opportunity If the customer confirms that they do not want to buy a specific estimate in an opportunity, dismiss that estimate. > [!NOTE] > **Note:** There are two Dismiss buttons. One to dismiss an individual estimate and one to dismiss the entire opportunity. 1. From the opportunity page, click **Dismiss** next to the estimate the customer doesn't want, then click **OK** to confirm. ![Opportunity follow-up details including job number, customer information, and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-r4nmokrv.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 2. You can click **Reopen** to open it again later if needed. ![Opportunity follow-up details including job, customer, and status information displayed on screen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-w6gqgrkz.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) ### Dismiss entire opportunity After you have spoken on the phone or otherwise communicated with a customer with an open opportunity, and the customer confirms that they don't want to be contacted about it at all, dismiss the entire opportunity: 1. At the top of the opportunity page, click **Dismiss**, 2. Click **OK** to confirm. ![Opportunity follow-up details including job number, type, and customer information displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/follow-up-on-opportunities-image-kieqdq5r.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) You can click **Reopen** to open it later. ## FAQ --- ### #### How do I delete an estimate? Deleting estimates is not recommended. - Open estimates that are no longer desired or needed should be dismissed by going to **Follow Up** **>** **Unsold Estimates**. - Estimates should only be deleted if they were created unintentionally or if the status of the estimate needs to be amended. If you do need to delete an estimate, you can do this on the invoice screen. 1. Navigate to the invoice **Search** > **Invoice**. 2. Go to the *Estimates* section of the invoice. 3. Click **X** next to the estimate you want to delete. 4. Click **OK** to confirm the deletion. ![Invoice summary showing payment details, estimates, and service agreement for Alicia Asmarian.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/estimates-and-sales---faq-image-0utz0kae.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) #### What if I sell an estimate in the office but the customer needs to get back to me about scheduling? If a customer needs more time to schedule the work, sell the estimate and enter the *Sold by* credit. You can go to **Follow Up** > **Sold Estimates** to [book the job later](/construction/docs/follow-up-on-opportunities-1). #### Why should I bother dismissing opportunities? This prevents CSRs from doing unnecessary or unwanted follow-ups. When your CSRs go to **Follow Up** > **Unsold Estimates** to look up open estimates, they should be confident that every estimate listed is still a potential sale. #### Can I dismiss opportunities in bulk? Currently ServiceTitan does not support the bulk dismissal of unsold estimates in the *Follow Up* section, follow these steps to manage them individually: 1. Go to the **Follow Up** page. 2. Click **Unsold Estimates**. 3. Click on an *estimate* you wish to dismiss. 4. Select the option to dismiss or delete the estimate. 5. Repeat these steps for each unsold estimate you wish to remove. #### Can dismissed estimates be reused for follow-up maintenance jobs? To find and reuse dismissed estimates for follow-up maintenance jobs, follow these steps: 1. Go to the navigation bar and click **Follow Up**. 2. From the side panel, click **Unsold Estimates**. 3. From the *Opportunity Status* dropdown, select **Dismissed**. 4. Select an estimate of your choice and click **Reopen**. ![Opportunity follow-up details showing status as dismissed and option to reopen.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/estimates-and-sales---faq-image-vdqgi425.jpg?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 5. Confirm your action. This allows you to efficiently locate and potentially reuse estimates for future jobs. #### How can I view a sold estimate from the office? Go to the navigation bar and click **Follow Up**. Then, click **Sold Estimates**. Use the business unit and date filters to narrow the list of sold estimates. #### What if the estimate doesn't sell? What if the customer simply needs more time? If an estimate doesn't sell, or the customer needs more time, you don't need to take any action unless your office has a specific procedure they want you to follow. All you need to do is close out the job. The office automatically sees that no estimates were sold and they can follow up with the customer. ### Want to learn more? - Visit ServiceTitan Academy to enroll in [Follow up Screen Overview](https://servicetitan.docebosaas.com/academy/learn/courses/342/Follow-Up-Screen-Overview) - See [Use the Follow Up screen](https://help.servicetitan.com/construction/docs/use-the-follow-up-screen-1) A sales tech sells an estimate. -or- A service, maintenance, or install tech sells an estimate. -or- A CSR sells an estimate over the phone. Let's say the estimate total is below the sold threshold (the customer wants to schedule the work, but hasn't fully decided). [Learn more →](https://help.servicetitan.com/docs/understanding-estimates-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A downloadable log of who changed what record and when. **What it does:** Provides change history for accountability, error investigation, and compliance across teams. **Also called:** Change history **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) An estimate that is sold by a sales tech, a service, maintenance, or install tech, or a CSR (over the phone) and the estimate total is above the sold threshold. What this triggers in ServiceTitan The sold estimate appears on the Follow Up screen. CSRs will book the job and assign a tech to perform the work. [Learn more →](https://help.servicetitan.com/docs/understanding-estimates-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Estimates have been created for a customer, but nothing has been sold or converted. The opportunity status is Open. What this triggers in ServiceTitan Use the Opportunities screen in Follow Ups to view open estimates and follow up with those customers. [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)