Answer incoming calls

Overview

Answering incoming calls through ServiceTitan correctly ensures that you attach call records to the right customer, service location, and job.

Check out the Call Linking Setup video below to learn more.

Things to know

• We recommend that you enable the Call Linking Confirmation to prevent CSRs from accidentally linking customer calls to the incorrect Customer Record, Location Record, or Job Record. For more, see Set up call linking confirmation.

• When the phone rings in your office, a red icon appears next to the Calls icon in the navigation bar. The number in the bubble varies depending on the number of calls happening at the same time.

• Be sure to click the green call bubble every time you answer an incoming call. If you don't click the call bubble, the call will be classified as abandoned. When a call has been abandoned, it will not be attached to the appropriate customer or relevant job. Any abandoned calls will also be excluded from CSR conversion rates, call reporting, and any other call-related reporting.

• If you work in a busy call center, you may see several incoming calls on the Call Booking screen at once. Click them one at a time and move between them without losing your work. Be sure to toggle between multiple calls within the same browser window. To avoid losing your work, do not open multiple calls in multiple windows or tabs. For more, see Transfer calls and switch between calls.

• If you’re using a smaller screen, like a tablet, laptop, or small monitor, the Booking panel collapses to give you more room to work. Click Expand to open it.

Answer an incoming call

1. Answer the phone.

2. Go to the navigation bar and click Calls .

3. On the Call Booking screen that opens, click the incoming call bubble that matches the caller ID for the customer you're on the phone with. If no caller ID is available, ask the customer to identify themselves to ensure that you click the correct bubble.

   Note: Call bubbles only appear for calls that come from numbers that have been ported over to ServiceTitan. If you haven't ported over a phone number, any calls made to it won't trigger a green call bubble. For more, see Set up phone integration.

   

4. While you're on the phone with the customer, confirm that their information is correct in the system. You can also update their information, book a job, collect a payment, and check on their membership status.

5. If the caller is a new customer, create a new Customer Record.

Tip: When you click a call bubble then click New customer, a label at the top of the Create Customer screen matches it to the selected call. This helps you keep track when you have multiple calls coming in at once.

Note: If you switch from one call bubble to another before clicking Create Customer, the new record saves as a draft and closes. To get back to it, simply switch back to the previous call bubble and click New customer to finish creating the record.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Job Booking Basics

• See Call Booking