a. When a customer calls and is ready to book, the Call Booking screen opens automatically (or 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.
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.
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.
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.
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.
1. If it comes as a lead, 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.
2. If it comes as a job, go to the job screen and verify the job details, appointment time, and customer information are correct, adjust if needed.
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.
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.
⚠︎ Recurring service events are tied to service agreements. Make sure the agreement is active before generating visits.
a. Go to the customer's Service Agreement record and open the Recurring Services tab.
b. Click Generate Events to create scheduled visits based on the agreement's frequency (monthly, quarterly, etc.).
c. Review the generated events on the Dispatch Board. Adjust dates or technician assignments as needed before confirming.
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.
⚠︎ 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.
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.
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.
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.
⚠︎ 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.
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.
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.
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.
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.
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.
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. Review the notification log for delivery failures. Common issues include invalid email addresses, carrier blocking, the customer having opted out of communications (texted STOP), or a missing outbound default SMS number.
d. If the job was rescheduled rather than newly booked, the confirmation will not fire automatically. Send it manually from the job record.
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.
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.