⚠︎ Never reuse tracking numbers across campaigns. Each campaign needs a unique number for accurate attribution.
a. Go to Settings > Phones > Phone Numbers and click Add New Number.
b. To add a local number, search by area code or ZIP code. To add a toll-free number, click Toll-Free Number and search by area code.
c. Click a number, then click Choose Number. Enter the Forwarding Number. Set the Default Call Type to Lead or Not Lead.
⚠︎ Complete the "Register to Enable Text Messaging" form before requesting the number. Without this, SMS delivery will fail.
d. If you want to assign this number to a campaign now, select it from the campaign dropdown. Click Add Number.
a. Go to Settings > Phones > Phone Numbers. Find the tracking number you want to assign.
b. Click the Edit (pencil) icon next to the number. In the Set Campaign dropdown, select the campaign to associate with this number.
c. Click Save. Test the number by calling it and verifying the Marketing Campaign field auto-populates on the Calls screen.
⚠︎ If the Marketing Campaign field does not auto-populate, verify the tracking number is also linked in Settings > Operations > Campaigns. The campaign's Advertised Number field must match.
a. Go to Settings > Integrations > Marketing Integrations > Dynamic Call Tracking (DNI) > Configure > Add New.
b. Choose Auto-DNI (recommended) or Manual DNI. Enter your website domain.
c. Click Copy Code and install the JavaScript snippet in your website header. This dynamically swaps the phone number displayed on your site based on the visitor's source.
⚠︎ DNI requires Marketing Pro. If the customer does not have Marketing Pro, this step does not apply.
⚠︎ If DNI is not installed on a landing page, calls from that page appear as "Direct" — breaking attribution for that channel entirely.
⚠︎ Lead attribution depends on tracking parameters (such as UTMs or campaign values) being included in your scheduler URL or configured through Marketing Pro.
a. Add tracking parameters (for example, campaign, utmSource, or utmCampaign) to your scheduler URL or onclick events.
b. Configure campaign assignment by ensuring values match existing ServiceTitan campaigns, or by using Marketing Pro Ads or campaign rules.
c. Test your setup by booking a job and review lead source data by exporting session data from the Scheduling Pro performance flyout.
a. Go to Settings > Integrations > Lead Integrations. Select the provider you want to connect: Thumbtack, Angi, The Home Depot, or Reserve with Google.
b. Follow the setup steps for your chosen provider. For Thumbtack: sign in with your Thumbtack account credentials. For Angi: connect your Angi Pro account. For Home Depot: follow the Home Services onboarding steps.
c. Once connected, third-party leads appear as online booking requests in the Bookings tab of the Calls screen for your team to review and convert.
⚠︎ Map incoming lead types to specific Job Types in your integration settings. Mismatched mappings prevent leads from routing to the correct dispatch board.
⚠︎ Lead Integrations are enhanced by Marketing Pro.
a. Set up the View Second Chance Leads permission for team members who will review leads. Go to Settings > People > Role Permissions, click Edit next to the desired role, and enable View Second Chance Leads under Job Booking & Dispatching > Calls.
b. Configure notifications. Go to Calls > Calls Preferences and enable in-app, text, or email alerts for new Second Chance Leads.
c. Go to Calls Booking > Second Chance Leads > Get Started. Setup steps differ by phone package.
⚠︎ Second Chance Leads requires call recordings. After a call is flagged as a Second Chance Lead, no additional SCL will be generated for that phone number for 14 days.
d. When a Second Chance Lead is created, go to Calls > Second Chance Leads. Click Review Call to read the AI-generated summary and listen to the recording, then follow up with the customer.
e. After follow-up, update the lead status: click Call Customer Back to initiate a callback, or click Dismiss Call and select a reason (e.g., "It's not a lead" or "Lead — not following up") to keep your pipeline accurate.
⚠︎ Before capturing leads, confirm that Lead call reasons have been created. Go to Settings > Operations > Call Reasons and verify at least one reason is classified as a Lead. You can only capture leads by selecting a call reason marked as a Lead.
a. When a caller isn't ready to book, go to the Calls screen (or Job Booking for Phones Pro). Click the incoming call bubble.
b. Search for and select the customer location. If the customer is new, add them first.
c. Add the marketing campaign and job details. Close the call bubble, then select a Call Reason marked as a lead.
⚠︎ If you don't "Log a Follow Up" when capturing a lead, it is created in Dismissed status and will not appear in Follow Up > Leads.
a. Go to Calls (or Job Booking) and click Manual Call.
b. Search for the customer. Check both the Customer tab and Lead tab to see if records already exist. If the customer doesn't exist, add them first.
c. If no lead exists and you aren't ready to book, close the manual call. Select a Call Reason marked as a Lead, choose a Marketing Campaign, and Log a Follow Up with a start date and details. Click Submit & Close.
⚠︎ Always book the job through the lead record so it converts automatically. Booking separately leaves the lead open.
a. Go to Follow Up > Leads. Find the lead you want to convert and click to open it.
b. Review the lead details, then click Convert Lead at the top of the lead record.
c. On the Convert Lead pop-up, choose whether to copy notes to the customer or location record, then click Continue. The Calls screen opens with the customer pre-populated.
d. Complete the booking details — job type, appointment window, business unit, and assigned technician — then confirm.
⚠︎ If you cancel a job that was booked through a lead, the lead status does NOT automatically reopen. You must manually change the lead status back to Open via Search > Lead.
a. Verify the DNI JavaScript snippet is installed in your website's tag — not in the body or footer.
b. Clear your browser cache and test in an incognito/private window to rule out caching issues.
c. Confirm the website domain in Settings > Integrations > Marketing Integrations > Dynamic Call Tracking matches your actual site URL exactly.
a. Go to Settings > Integrations > Lead Integrations and verify the integration status is Active.
b. If the integration shows an error, try disconnecting and reconnecting your account credentials.
c. Check that incoming leads match the business units and job types mapped in your integration settings. Mismatched mappings can prevent leads from appearing.
a. Go to Settings > Phones > Phone Numbers. Confirm the number type is set to Tracking number — not Direct Dial. Direct Dial numbers do not track campaign events.
b. Verify the number has a campaign assigned in the Set Campaign field.
c. Place a test call to the tracking number. Check the Calls screen to confirm the Marketing Campaign field auto-populates correctly.