Capture a lead manually

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.

If you received a lead that wasn’t from an incoming call or booking—like an email or chat, for example—you can capture it in ServiceTitan manually.

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 that is classified as a Lead.

• Leads from chats must be created 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 so you’re prepared for different workflows.

Use cases

• When you receive an email or chat inquiry about your services, but they’re not 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 manually

1. Go to Calls  (or Job Booking).

2. Click Manual Call.

3. Search for the person and check the Customer tab and Lead tab to see if existing records already exist.
   

   1. If no records exist, create a customer record if you have enough details, such as the person'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.

   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.

   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 you aren’t ready to book a job, capture a lead:

   1. Hover over Manual Call and click X.
      

   2. On the next screen, select a Call Reason that was set up for leads.

   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: 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 > Leads, Call Booking , or the customer and location record (if attached). To reopen a dismissed lead, go to Search > Lead, click the dismissed lead to open it, then click Restore Lead.

5. When finished, click Submit & Close at the bottom of the screen.
   

   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.

   Now that you've captured the lead, use the Follow Up screen to follow up on it later so you can try to convert it to a job.

Want to learn more?

• See Capture a lead from an incoming call

• See Capture a lead from a booking

• See Use the Follow Up screen to find and view captured leads

• See Convert a lead to a job