Core Product

Leads

ServiceTitan's Leads features help your office staff identify, track, and follow up on leads so you can book more jobs for your business.

New to Leads? Start here Jump to key workflows

An animated GIF showcasing different Leads features in ServiceTitan.

Product overview

See Leads in action

Each leads feature utilizes a distinct source and workflow, giving you flexibility in how you work with leads.

Setup

Configure leads tools so your team can seamlessly manage online booking requests, classify calls consistently, and book technician-generated lead jobs—ensuring no opportunity is missed.

Setup checklist

Set up Leads Integrations and Web Scheduler

Configure these tools so CSRs can seamlessly manage online booking requests. This ensures no opportunity is missed, and every potential customer is engaged promptly.

Set up call reason codes for leads

Define call reason codes so CSRs can consistently classify calls and bookings as leads. This ensures potential jobs are identified so your team can follow up and generate more business.

Set recall, warranty, and lead job booking guides

Establish clear guidelines for recalls, warranty jobs, and lead-related jobs. This allows CSRs to book Technician-Generated Lead jobs, accurately crediting technicians and encouraging proactive lead generation.

Requirements

Account configuration is required for certain features (integrations, Follow Up screen). Contact Technical Support for details. Permissions may also be required—check with your account administrator.

Once setup is complete

CSRs can capture leads from calls and bookings, follow up via the Follow Up screen, convert leads to jobs, and book Technician-Generated Lead jobs—ensuring every opportunity is tracked and credited.

Key workflows

Core workflows for capturing, managing, and converting leads in ServiceTitan.

Industry best practices Manage Leads Integrations Capture, find, and convert leads Book Technician-Generated Lead jobs Review calls marked as Leads Use Second Chance Leads

Industry best practices

Role-based guidance for CSRs, managers, and dispatchers working with leads.

Customer Service Representatives (CSRs): Capture leads from incoming calls, bookings, and other sources. Follow up using the captured contact details to convert leads into booked jobs, maximizing revenue opportunities.

Managers and Supervisors: Regularly review CSR scorecards and manage abandoned calls marked as Leads. This helps you recover lost opportunities and improves lead conversion rates, ensuring no lead goes unnoticed.

CSRs and Dispatchers: When technicians generate leads during jobs, book these as Technician-Generated Lead jobs. This properly credits technicians, fosters accountability, and encourages continued lead generation efforts, driving overall business growth.

Manage Leads Integrations

Receive online booking requests from various sources directly in the Booking tab of the Call Booking screen.

Leads Integration Platform

Angi Leads Integration

Building36 Leads Integration

FlowPath Leads Integration

SmartAC.com Leads Integration

The Home Depot Home Services Leads Integration

Trane/American Standard Leads Integration

Thumbtack Leads Integration

Reserve With Google

ServiceChannel: Set up ServiceChannel Integration · ServiceTitan integration with ServiceChannel · Manage ServiceChannel Integration

Note: As of September 2024, the Google Local Services Ads (GLSA) integration has been combined with the Reserve with Google integration. Do NOT set up a net new GLSA integration, as Google no longer recognizes net new integration requests. If you only have a GLSA integration set up, your integration will continue to function until the end of 2024. If you haven't set up the Reserve with Google integration yet, we highly recommend doing so.

Capture, find, and convert leads

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

Capture a lead from an incoming call

Capture a lead from a booking

Capture a lead manually

Use the Follow Up screen to find and view captured leads

View leads from an incoming call

Convert a lead to a job

Note: When you capture a lead, you can attach it to an existing customer or location record or capture it without an existing record. When you convert a lead to a job, a customer and location record is required. For more, see Leads without customers and locations.

Book Technician-Generated Lead jobs

Mark jobs as Technician-Generated Leads to credit technicians and drive business growth.

Book a Technician-Generated Lead job from an incoming call

Book a Technician-Generated Lead job from an existing job

Review calls marked as Leads

Manage abandoned calls and tracking number calls automatically classified as Leads.

Abandoned calls are marked as Leads when an incoming call is over 60 seconds long and the CSR didn't click the green call bubble. Review Abandoned Call Leads by going to Dashboard > CSR Metrics > Abandoned Call > Leads. From there, you can reclassify or edit the call as needed.

Note: If the Unbooked Calls module is included in your modular dashboard, you see abandoned calls in the Unbooked Calls section. For more, see Dashboards and Scorecards.

If you set up tracking numbers and set the call type as Lead, all inbound calls received from the tracking number that last over 60 seconds are automatically recorded and marked as Lead. You can review these calls by going to Dashboard > CSR Metrics > Agent Scorecard > Leads. From there, you can reclassify or edit the call as needed.