--- title: "Answer incoming calls" slug: "answer-incoming-calls" updated: 2026-05-22T22:29:53Z published: 2026-05-22T22:29:53Z --- > ## 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. # 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. [Answering Incoming Calls - KB Video](https://fast.wistia.net/embed/iframe/s53jh0vfbc?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Customer Service Representatives (CSRs) - Applies to all business types 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](/v1/docs/set-up-and-use-call-linking-confirmation). - When the phone rings in your office, a red icon appears next to the *Calls*![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png) 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, t[he call will be classified as abandoned](/v1/docs/find-and-manage-abandoned-and-unbooked-calls). 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](/v1/docs/understand-how-call-bubbles-work). - 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**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-dis-forward.png) to open it. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/answer-incoming-calls-image-jaf21g5a.gif) ## Answer an incoming call 1. Answer the phone. 2. Go to the navigation bar and click **Calls**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png). 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](/v1/docs/set-up-phone-integration). *![Customer service interface showing call details and service location for Sabra Ghannam.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/answer-incoming-calls-image-zbywxtrq.png)* 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](/v1/docs/customer-and-location-records-overview), [book a job](/v1/docs/book-a-job), [collect a payment](/v1/docs/collect-a-payment), and check on their [membership](/v1/docs/memberships) status. 5. If the caller is a new customer, [create a new Customer Record](/v1/docs/create-a-customer-record). > [!TIP] > **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. *![Form for creating a customer with fields for job details and notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/answer-incoming-calls-image-1a1rsaus.png)* > **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. ## ## FAQ --- ### #### How do I create a manual call? To create a manual call, click the *Manual Job* option and book a job from the *Call Booking* screen, or book a job in **Follow ups** > **Upcoming Appointments**. Manual calls appear in the *Manual Call* tab of the Agent Scorecard. #### Why is a manual call not labeled as booked? Jobs booked through manual call bubbles aren't classified as *Booked* if there is no inbound call associated with the job. You can attach an inbound call to a manual call job and reclassify that inbound call as *Booked*, which allows you to label the manual call as *Booked*. #### Is it possible to reclassify a manually booked job as booked? Yes, you can attach an inbound call to a manual call job and reclassify that inbound call as *Booked*, which allows you to label the manual call as *Booked*. You can also attach an outbound call to the manual call job and reclassify the outbound call as *Booked*. > [!NOTE] > **Note:** Agent Scorecards exclude outbound calls. Booked outbound calls or jobs only appear in the *Office Performance* dataset reports as *Booked*. #### What's the difference between a Manual Call Booked and an Outbound Call Booked? A Manual Call Booked is a job booked manually in the *Calls/Job Booking* tab without an inbound or outbound call associated with it. An Outbound Call Booked is a job booked manually by an employee that resulted from an outbound call to a customer, where that call is classified as *A job was booked for this call*. ![Call Playback screen call classification options](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manual-calls--faq-image-4mbiqxg4.png) When you search for this call, the *Call Type* will show as *Booked*, and the *Call Direction* will display as *Outbound*. ## Want to learn more? - Visit ServiceTitan Academy to enroll in [Job Booking Basics](https://servicetitan.myabsorb.com/#/online-courses/c9c05e2c-c191-47a2-8461-46ede4d78080) - See [Call Booking](/v1/docs/call-booking-1)