--- title: "Capture a lead from an incoming call" slug: "capture-a-lead-from-an-incoming-call" updated: 2026-03-27T18:22:04Z published: 2026-03-27T18:22:04Z --- > ## 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. # Capture a lead from an incoming call ## Overview Capturing leads in ServiceTitan allows you to save information about inquiries that don’t immediately turn into jobs. This gives you the ability to track and follow up on these inquiries and book jobs from them. One of the primary ways leads are captured in ServiceTitan is through incoming calls. [Capture a lead from inbound call - Residential Video](https://fast.wistia.net/embed/iframe/9mmd9jg3vu?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - CSRs - Applies to all business types #### Feature configuration - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. ## Things to know - Before getting started, make sure an administrator on your team has created *Lead* call reasons. You can only capture leads by selecting a [call reason](/v1/docs/set-up-call-reasons) that is [classified as a Lead](/v1/docs/set-up-call-reasons#set-up-a-call-reason-as-a-lead-vs-not-a-lead) - Leads from chats must be [created manually](/v1/docs/capture-a-lead-manually). ## Best practices - Before you capture a lead, make sure to check the *Lead* tab under *Search for customer* on the *Call Booking* screen to see if a lead already exists. This prevents you from creating a duplicate lead. - While it’s not required to capture leads, we recommend that you [set recall, warranty, and lead job booking guides](/v1/docs/set-recall-warranty-and-lead-job-booking-guides) so you’re prepared for different workflows. ## Use cases - When you receive an incoming call about your services, but the caller isn’t ready to book a job, capture a lead in ServiceTitan so you can follow up and try to convert it to a job later. ## Capture a lead from an incoming call 1. Go to **Calls** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png) (or **Job Booking**). 2. [Answer the call](/v1/docs/answer-incoming-calls) and collect as much information as possible from the caller. 3. If the caller’s details don’t populate on the *Call Booking* screen, [search for the caller](/v1/docs/use-search-in-servicetitan) and check the *Customer* tab and [Lead tab](/v1/docs/view-leads-from-an-incoming-call) to see if existing records already exist. 1. If no records exist, [create a customer record](/v1/docs/create-a-customer-record) if you have enough details, such as the caller's name and address. > **Note:**A customer and location record isn't required to capture a lead in ServiceTitan, but it is required when you convert the lead to a job. For more, see [Leads without customers and locations](/v1/docs/leads-without-customers-and-locations). 2. If a lead record already exists with the same contact information, select it to add or update notes and change the follow up date. > **Note:** The Leads tab only shows leads created or modified in the past 180 days. If the caller is ready to book a job, click **Convert Lead** after you open the lead then [follow the steps to convert the lead to a job](/v1/docs/convert-a-lead-to-a-job). *![Customer search interface displaying leads and customer details in a table format.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/capture-a-lead-from-an-incoming-call-image-w2i33882.png)* 3. If a customer and location record already exist, select one of them so that the record will be automatically attached to the lead when you capture it. 4. If no lead record exists and the caller isn't ready to book a job, capture a lead:** 1. **Close and classify** the call. ![Form fields for job details, including options for email notifications and job classification.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/capture-a-lead-from-an-incoming-call-image-4tpako7u.png) 2. On the next screen, select a**Call Reason** that was [set up for leads](/v1/docs/set-up-call-reasons#setting-up-a-call-reason-as-a-lead-vs-not-a-lead). 3. Select a **Marketing Campaign**and **Log a Follow Up**. 4. Enter a **Start Date**, and include as many details as you can. The *Start Date* indicates the *Follow-Up Date*set on a lead. > [!TIP] > **Tip:**Try to at least include a **Name**, **Phone Number**, and **City** so you can follow up later. If you're attaching this lead to a customer and location record, you can select **Copy to customer notes** below Summary to include the call reason or summary as a note on the linked records. > **Note:**If you don't **Log a Follow Up**, the lead is created in Dismissed status and won’t show up in **Follow Up**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-follow-up-inactive.png)**> Leads**, **Call Booking** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-calls-inactive.png) , or the customer and location record (if attached). To reopen a dismissed lead, go to **Search**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-legacy-search-outline.png)**> Lead**, click the dismissed lead to open it, then click **Restore Lead**. 5. When finished, click **Submit & Close** at the bottom of the screen. ![Form for logging a follow-up call with customer details and summary.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/capture-a-lead-from-an-incoming-call-image-ie4mkyuz.png) > **Note:** *After clicking****Submit & Close****, you might see a confirmation message asking if you want to proceed without selecting a location record. Location records aren't required for capturing leads. You can proceed without selecting a location record. For more, see*[Leads without customers and locations](/v1/docs/leads-without-customers-and-locations). Now that you've captured the lead, use the *Follow Up* screen to [follow up on it later](/v1/docs/use-the-follow-up-screen-to-find-and-view-captured-leads) so you can try to [convert it to a job](/v1/docs/convert-a-lead-to-a-job). ## Want to learn more? - See [Capture a lead from a booking](/v1/docs/capture-a-lead-from-a-booking) - See [Capture a lead manually](/v1/docs/capture-a-lead-manually) - See [Use the Follow Up screen to find and view captured leads](/v1/docs/use-the-follow-up-screen-to-find-and-view-captured-leads) - See [Convert a lead to a job](/v1/docs/convert-a-lead-to-a-job)