SERVICETITAN · CALL BOOKING & SCHEDULING

Book Jobs & Schedule Appointments

Turn every call, lead, and online request into a booked job—and keep your install schedule full.

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Jump to:Book & Schedule Jobs Handle Calls & Configure Booking Troubleshoot Booking Issues Measure Impact

Book & Schedule Jobs

Book a job from a phone call

a. From the office, go to Calls (or Job Booking). Click the incoming call bubble—the customer record automatically appears if their number is in ServiceTitan.

b. If the customer is new, create a customer record. If existing, verify their name and service location.

c. Scroll to the Overview section. Enter the job type, business unit, start date, technician, and any notes.

⚠︎ Always click the call bubble before booking. This links the marketing campaign to the job automatically and ensures the call recording is attached to the job record. Skipping this step breaks marketing attribution and CSR reporting metrics.

d. Click Book Job. The call automatically clears from the Calls screen.

Book a job Answer incoming calls

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 for an existing service location in the Field Mobile App Book a job for a new service location in the 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.

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.

Leads 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

a. Go to Follow Up > Recurring Service Events. Use filters to find upcoming events.

b. Click the event to open it. Contact the customer and confirm the appointment.

c. Enter job details and click Book Job. If you can't reach the customer, click Log a follow-up to schedule a callback.

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

a. Go to Follow Up > Service Agreement Visits. Use filters to find upcoming visits.

b. Select the visits you want to book, then click Book Jobs.

c. Set the job type, arrival window, start time, and technician. Enable Book with Confirmation to notify customers automatically. Click Book.

⚠︎ Booking confirmations only fire when an appointment is FIRST scheduled. If you reschedule a visit later, the confirmation will NOT re-send automatically—it must be sent manually from the job record.

Manage recurring service events

Handle Calls & Configure Booking

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 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 arrival windows

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. Verify the customer has notification preferences enabled. Check their contact record for Marketing Updates and Appointment Notifications toggles.

b. Go to Settings > Communications > Customer Notifications and confirm booking confirmations are active.

c. Check arrival window configuration—if no arrival window is set and notifications reference one, the message may fail.

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

d. Check that a default outbound SMS number is configured at Settings > Phones > Phone Numbers. Without it, all SMS notifications silently fail.

Enable booking confirmations

Troubleshoot: Chat not appearing during booking

a. Verify Chat is enabled at Settings > Communications > Chat.

b. Confirm a forwarding number and outbound SMS number are configured.

c. Check that the required Chat permissions are enabled in the employee's profile.

Set permissions for an employee or technician role

Customer Portal

Troubleshoot: Customer can't access the portal