Beta Feature Guide

Call Scripts

This guide provides an overview of call booking through Call Scripts in ServiceTitan. Beta partners can use this guide to set up and use Call Scripts as well as understand the workflow for Recurring Events booked through Call Scripts.

What is This

Call Scripts guide CSRs through a structured call booking process in ServiceTitan, ensuring consistent data collection and job setup on every call.

Who Should Use This

Beta partners setting up or testing Call Scripts, admins managing script libraries and permissions, and CSRs booking calls using configured scripts.

📌 Disclaimer: This feature is in beta and is subject to change before final release.

Topics Covered

Set up Call Scripts — Things to know · Add a Call Script · Manage Call Scripts · Edit a Call Script

Book a call with Call Scripts

Recurring Events Workflow — Make selecting a Recurring Services Event required · Book a Recurring Services Event

Set up Call Scripts

Things to know

Ask to turn this feature on in your Go (live) account once you are fully certain that you and your CSRs are ready to start using this feature with real calls coming in.

If you are still building or testing your call script and you have your JSON ready to go, implement the script in your NEXT sandbox or a demo account rather than your actual account. That way, you can set up and test as you write your call script without the untested changes affecting your real account.

In order to set up Call Scripts, you will need edit permissions for Call Scripts. Edit permissions for Call Scripts should be limited to only the administrators who absolutely need to make changes.

Before you can add or edit a call script, you'll need to toggle on Editing Mode via the toggle in the top right of the Call Scripts settings screen. The toggle visible on each of the individual call script pages is display-only; it shows what mode you are in and can't be used to turn Editing Mode on or off.

You should never have two users editing call scripts at the same time, even if they're editing different call scripts.

JSON validation only checks for syntax errors. It does not check for logic within your call scripts.

If you use the specific feature that enables recurring service events on the Call Booking screen, selecting a Recurring Service Events looks slightly different than in the workflows below. For more, see Book recurring service events on the Call Booking screen.

Add a Call Script

Go to the navigation bar and click the Settings icon. In the side panel, click Operations > Call Scripts.

The Libraries tab on the Call Scripts screen shows any call scripts that you have already added.

Call Scripts Libraries tab showing list of scripts

Toggle Editing Mode on.

Click Add Call Script Library.

Add Call Script Library button highlighted

Add your Call Script JSON, then click Save.

Script definition editor with Save button

If applicable, fix any errors that were found, then click Save again.

Error message bar showing JSON parse error

Test your call script before applying it to the call booking process for all users by going to the navigation bar and clicking the Calls icon. Go through the call booking process using your new script and ensure everything is correct.

After you have tested your call script, return to the Call Scripts settings screen by going to the navigation bar and clicking the Settings icon, then, in the side panel, clicking Operations > Call Scripts.

Apply your new script to all users by toggling Editing Mode off.

You will be asked if you want to apply or discard your changes.

Confirmation dialog with Apply Changes and Discard All Changes buttons

After you confirm the changes, they will be applied to all users.

Manage Call Scripts

After you have added call scripts, you can set the script(s) that you want to launch first whenever a call bubble or booking bubble is clicked:

Go to the navigation bar and click the Settings icon. In the side panel, click Operations > Call Scripts.

Click Events.

Events tab selected in Call Scripts settings

From the dropdowns, choose the script you want to launch when the call bubble is clicked and the script you want to launch when a booking item is clicked.

Script selection dropdown showing available call scripts

Click Save.

Save button with Modified badge on Events screen

Edit a Call Script

Go to the navigation bar and click the Settings icon. In the side panel, click Operations > Call Scripts.

The Libraries tab on the Call Scripts screen shows any call scripts that you have already added.

Toggle Editing Mode on.

Click the pencil icon to the right of the call script you would like to edit.

Call Scripts list with pencil edit icons on the right

Edit the call script, then click Save.

If applicable, fix any errors that were found, then click Save again.

Test your call script changes before applying them to the call booking process for all users by going to the navigation bar and clicking the Calls icon. Go through the call booking process using your new script and ensure everything is correct.

After you have tested your call script changes, return to the Call Scripts settings screen by going to the navigation bar and clicking the Settings icon, then, in the side panel, clicking Operations > Call Scripts.

Save your script changes by toggling Editing Mode off.

You will be asked if you want to apply or discard your changes.

Confirmation dialog with Apply/Discard buttons

After you confirm the changes, they will be applied to all users.

Workflow

Book a call with Call Scripts

💡 Tip: As you move through the job booking process with Call Scripts, you'll be able to easily reference service location information without losing your place by clicking Show Location Preview. Every screen following the one where you select the service location for the job has the option. Click Show Location Preview to see a pop-up of the service location record that you can use to accurately and quickly complete the call booking process.

Call Booking screen with Show Location Preview button

Location Preview popup showing customer details, jobs, and forms

Go to the main navigation bar and click Calls.

Navigation bar with Calls icon highlighted

Answer the incoming call or place the outbound call. To learn more about how, see Incoming and Outbound Calls.

After you select the location for a job through the call screen, click Next to continue to the call script.

Call Booking screen for searching customer and service area with Next button

📌 Note: If you are unable to click Next, it's because the customer and/or location you chose was marked as Do Not Service (DNS). Hover over the button for more details.

Answer the questions for the job as prompted by the call script, then click Next to continue through the call script.

For example, you could be asked to describe the service that the customer needs.

Call Booking question screen asking What type of service do you need

After you have answered all questions, select the Job Type, Business Unit, Priority level, Marketing Campaign, and Tags for the job.

Call Booking screen showing Job Type, Business Unit, Priority, Marketing Campaign and Tags fields

Continue through the rest of the questions in the call script, then click Book to complete the call script and book the job.

Call Booking completion screen with Book button highlighted and Thank You message

For more information on Call Booking, see How to Book Jobs.

Workflow

Recurring Events Workflow

This workflow helps ensure that CSRs mark Recurring Events as completed as they book jobs via Call Scripts, rather than having to mark them as complete after they book the job.

How to make selecting a Recurring Services Event required

An admin can require that CSRs select a Recurring Services event if one exists for the selected location when booking jobs of a specific job type. This is set up by checking Make selecting a Recurring Service Event required when booking jobs if Recurring Service Events exist for the location for the job type.

Edit Job Type form showing the Make selecting a Recurring Service Event required checkbox

For more information, see How to edit an existing job type.

How to book a Recurring Services Event in Call Scripts

Go to the main navigation bar and click Calls.

Answer the incoming call or place the outbound call. To learn more about how, see Incoming and Outbound Calls.

After you select the location for a job through the call screen, click Next to proceed to the call script.

Answer the questions for the job as prompted by the call script, then click Next to continue through the call script.

For example, you could be asked to describe the problem the customer is having.

Call Booking screen with required answer field highlighted in red

After you have answered all questions, select the job type, business unit, priority level, marketing campaign, and tags for the job.

If the location you selected on the Calls screen has any pending Recurring Services Events, you will see them at the top of the page.

Recurring Service Events table showing Service Name, Due Date, and Status columns

The options depend on whether selecting a Recurring Services Event is required:

If selecting a Recurring Services Event for the location is required

Select a Recurring Services Event and click Next.

If selecting a Recurring Services Event is not required

Choose one if it applies to the job you're booking. For example, if you're booking a Tune-Up job, select a Recurring Event and then click Next.

After you click Next, a confirmation will pop up. Click Yes on the confirmation pop-up to continue.

If the job is not a Recurring Service, like a new install, click Next without selecting a Recurring Services Event.

Confirmation popup asking Are you sure you want to proceed with YES and NO buttons

Note

You can only select one Recurring Event via the Call Script. If you need to mark an additional Recurring Event as completed, you'll need to do so from the Job page.

Continue through the rest of the questions in the call script, then click Book to complete the call script and book the job.

After you have booked a recurring event, you can view it on the Job screen.

Job screen showing Scheduled Events section with Completed and Mark as Incomplete buttons

Need help? Contact your Product or Sales Retention Specialist for more details about the Call Scripts beta.