SERVICETITAN · CALL BOOKING & SCHEDULING

Book Jobs & Schedule Appointments

Turn every call and service request into a booked job. Schedule contracted visits, manage recurring service, and keep your board full.

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Jump to:Book & Schedule Jobs Manage Calls & Communication Configure Booking Settings Troubleshoot Booking Issues Measure Impact

Book & Schedule Jobs

Book a job from a phone call

a. When a customer calls and is ready to book, the Call Booking screen opens automatically. Click the incoming call bubble.

b. Search for the customer by name, phone number, or address. If this is a new customer, click Add New Customer and fill in their details.

c. Select the customer location, then choose the Job Type, Business Unit, and Campaign. Set the appointment window and click Book Job.

Book a job

Book a job from the field

Field Mobile App workflow

a. In the Field Mobile App, tap Menu > Book Job.

b. Search for the customer or add a new one. If it's an existing customer, tap the Add \+ icon next to the location. If it's a new customer, the Book Job screen opens automatically after you create the customer.

c. Enter the job details then tap Book Job. The job appears on the Dispatch Board in the office.

ServiceTitan Mobile (legacy field app) workflow

a. In the ServiceTitan Mobile app, tap Book Job from the dashboard.

b. Search for the customer or add a new one. Tap Book Job next to the location and enter the job details.

c. When finished, tap Book. The job appears on the Dispatch Board in the office.

Book a job in ServiceTitan Mobile Use the calendar in the ServiceTitan Field Mobile App

Book a job from an online booking request

Leads workflow

a. When a customer books through Reserve with Google, Thumbtack, or another leads integration, the booking is automatically created in ServiceTitan.

b. Review incoming bookings on the Bookings tab of the Call Booking screen. Verify the job details, appointment time, and customer information are correct before accepting the booking.

c. If adjustments are needed, update the job type, technician assignment, or appointment window before dispatching.

⚠︎ The job type for web bookings defaults to Unknown. Reclassify it after confirming details with the customer.

Scheduling Pro workflow

a. When a customer books through Scheduling Pro, it comes in as a lead or a booked job, depending on the setup.

b. Review the details of the inbound lead or booked job.

Scheduling Pro

Schedule a multi-day job

Add appointments to a single job

a. Book a new job or open an existing job record. Navigate to Scheduled Appointments and click Add Appointment for each day of work.

b. Enter the appointment details: start date, start time, and optionally an end time. Assign technicians and send a booking confirmation if needed.

c. Click Schedule Appointment. Repeat for each additional day.

Book separate jobs within a project

a. From the customer or service Location Record, click More and select Create Project.

b. On the Project dashboard, click Actions and select Book new job or Attach existing job for each day of work.

c. At the end of each day, the technician closes out using Complete the Job in ServiceTitan Mobile.

Book multi-day jobs

Schedule recurring service visits

⚠︎ Recurring service events are tied to memberships or service agreements. Make sure the membership or agreement is active before generating visits.

a. For memberships, go to the customer's membership record and open the Recurring services tab. For service agreements (SA), go to the SA Dashboard and open the Visits tab.

b. Click Generate Events to create scheduled visits based on the frequency defined in the Membership type or agreement (monthly, quarterly, seasonal, etc.).

c. Review the generated events under Follow Up > Recurring Service Events (for memberships) or Follow Up > Service Agreement Visits (for SAs). Adjust dates or technician assignments as needed before confirming.

Manage recurring service events View recurring service events

Turn an approved estimate into a job

a. Go to Follow Up > Sold estimates. Find the approved estimate you want to convert.

b. Within the estimate click Initiate Booking, then select the task and click Book New Job.

⚠︎ If the estimate is on a project, where you have more than one job, you get the option to choose to book a new job or book the sold estimate items into an existing job.

c. On the Call Booking screen confirm the job type, appointment window, technician, and business unit, then complete the booking.

Book an estimate into a job

Customer Portal

Manage customers on your online portal

Customer Portal

Invite a customer to self-service online

Customer Portal

Let customers request service online

Scheduling Pro

Set up online booking on your website

Generate service visits in bulk for agreements

⚠︎ Bulk generation creates appointments for all eligible agreements at once. Review the date range carefully before confirming.

a. Go to Follow Up > Recurring Service Events and click Bulk Generate.

b. Set the date range for the visits you want to generate. Filter by business unit or agreement type to narrow the scope.

c. Review the preview list, then click Generate. The events populate on the dispatch board and are ready for technician assignment.

⚠︎ For memberships with Deferred revenue, bulk dismissing recurring service events does NOT trigger deferred revenue recognition. Each event must be dismissed individually for revenue to be recognized correctly.

Manage recurring service events

Manage Calls & Communication

Handle incoming customer calls

a. When a call comes in, the Calls screen displays the caller's information if they are an existing customer.

b. Click the incoming call bubble to link the call to the customer record. Verify the customer details and ask about the reason for the call. If they need service, proceed to book a job. If not, select the appropriate Call Reason.

c. Close the call bubble by selecting a call reason. This ensures every call is tracked and categorized correctly in your reports.

⚠︎ Always click the call bubble before booking. This links the call to the job, associates the marketing campaign automatically, and ensures accurate call center metrics.

Answer incoming calls

Place outbound calls to customers

a. From the Calls screen, search for the customer's name.

b. From the results, open the Customer or Location Record you want to call and click the phone number listed.

c. If the customer is ready, book the job directly from the call screen.

Place outbound calls

Reclassify a call after it ends

a. Go to the Dashboard, Search screen, Customer/Location record, or Agent Scorecard to find the call.

b. Click the call to open the Call Playback dialog box, then click I'd like to reclassify the call.

c. Select the appropriate classification, update the CSR information, and optionally add a call reason and notes.

d. Click Update.

Reclassify and edit calls

Find and follow up on missed calls

⚠︎ Every missed call is a potential lost job. Review Abandoned Calls daily and call back within the hour for the best conversion rates.

a. Find abandoned or Unbooked calls via Dashboard > CSR Metrics > Agent Scorecards (Unbooked tab), or by going to Search > Call and filtering by Call Type.

b. Click the call to listen to it and determine what happened — wrong number, booked job, unbooked lead, or a customer needing a callback. Perform any necessary follow-up.

c. Click I'd like to reclassify the call, assign the correct CSR, select a call classification and call reason, add any additional details, then click Update.

Find and manage abandoned calls

Enter complete job details at booking

a. During booking, fill in the Job Summary field with a clear description of the work requested. Include the customer's specific concern or equipment involved.

b. Select the correct Job Type and Priority. For contracted work, link the job to the relevant service agreement or membership.

c. Add any Job Tags or custom fields your team uses for routing and reporting. Complete details help dispatchers and technicians arrive prepared.

⚠︎ Tags must be set at the location level (not customer level) to auto-populate at booking and to be used by Adaptive Capacity for skill-based routing. Customer-level tags silently fail to fire.

Enter job details

Configure Booking Settings

Configure your call booking settings

a. Go to Settings > Operations > Job Booking. Review the default settings for job types, business units, and required fields.

b. Set which fields are required at booking—such as job summary, campaign, and customer PO number—to ensure CSRs capture complete information.

c. Configure Call Reasons at Settings > Operations > Call Reasons. Each reason can be marked as a lead or non-lead for accurate reporting.

Configure fields on the job booking screen Set up call reasons

Set up appointment s

a. Go to Settings > Operations > Arrival Windows. Click Add New to create a window.

b. Set the start time, end time, and label (for example, "Morning 8am–12pm"). Create windows for each time block your team offers.

c. Assign arrival windows to specific business units if needed. These windows appear as options during job booking so CSRs can offer consistent scheduling.

Set up arrival windows

Turn on booking confirmation messages

a. Go to Settings > Communications > Customer Notifications. Select the Booking Confirmations section and enable the confirmation notification toggle.

b. Choose the delivery method—Email, SMS, or both. Customize the message template with your company branding and appointment details.

c. Test the notification by booking a test job and confirming the customer receives the message with the correct date, time, and technician information.

⚠︎ Booking confirmations only fire when an appointment is FIRST scheduled. Rescheduled appointments do NOT trigger automatic confirmations—they must be sent manually from the job record.

⚠︎ A properly configured outbound default SMS number is a mandatory prerequisite for any text-based notification. Without it, all SMS notifications silently fail.

Enable booking confirmations

Set up chat and auto-responses

a. Go to Settings > Communications > Chat. Enable the chat widget and configure your auto-response messages.

b. Set up After-Hours auto-responses to let customers know when your team will be available. Include a link to book online if you use Scheduling Pro.

c. Configure routing rules to direct chat messages to the right team members based on business unit or job type.

⚠︎ Ensure the chat widget URL matches exactly (including https://) between ServiceTitan settings and your website, or the widget won't load.

Set up chat Autoresponder Set up and enable Chat

Troubleshoot Booking Issues

Troubleshoot: Booking confirmations not sending

a. Go to Settings > Communications > Customer Notifications and verify the booking confirmation toggle is enabled.

b. Check that the customer record has a valid email address and/or mobile phone number for the chosen delivery method. Landline numbers cannot receive SMS.

c. Verify that a default outbound SMS number is configured—without it, all SMS notifications silently fail.

d. Remember that booking confirmations only fire on the first scheduled appointment. If the job was rescheduled, the confirmation must be sent manually from the job record.

Enable booking confirmations

Troubleshoot: Chat not appearing during booking

a. Verify that the chat feature is enabled in Settings > Communications > Chat. The toggle must be turned on for chat to appear.

b. Check your browser settings—pop-up blockers or ad blockers can prevent the chat widget from loading. Test in an incognito window.

c. Confirm that the Chat permissions are enabled under Settings > People > Role Permissions. Without the permissions, the chat panel won't be visible.

Set permissions for an employee or technician role

Customer Portal

Troubleshoot: Customer can't access the portal

a. Confirm the customer was invited to the portal. Go to the customer record and check for an active portal invitation. If no invitation was sent, click Invite to Portal.

b. If the customer says the link expired, resend the invitation from the customer record. Invitation links expire after a set period.

c. Verify the customer's email address is correct in their record. A mistyped email prevents the invitation from arriving.

d. If the customer can reach the login page but cannot sign in, have them use the Forgot Password link to reset their credentials.

Invite your customers to the New Customer Portal

Measure the impact

VOLUME

Track in the dashboard. A low booking rate may indicate CSR training gaps or scheduling conflicts.

Modular Dashboard > Call Metrics > filter by date range to review booking vs. non-booking calls ↗

EFFICIENCY

Average booking time

Monitor how long each booking takes. Long booking times signal complex workflows or missing job type configurations.

Reports > All Reports > search "Call" to find call-related performance reports ↗

RECOVERY

Missed call callback rate

Check abandoned calls in the dashboard. Every missed call without a callback is a potential lost job or agreement renewal.

Modular Dashboard > CSR Metrics > Abandoned tab to review missed calls and callback status ↗

COVERAGE

Recurring visit completion rate

Track in Service Agreement and Membership reports. Unscheduled or overdue visits mean contracted revenue left on the table.

Follow Up > Recurring Service Events (for memberships) or Follow Up > Service Agreement Visits (for SAs) ↗