Connect an external DNI provider to ServiceTitan

Overview

Marketing Pro Ads includes a dynamic call tracking (DNI) feature that automatically captures and attributes campaign information within ServiceTitan. If you use an external call tracking provider like CallRail or WhatConverts, you can integrate it with ServiceTitan using a Zapier integration or the ServiceTitan API. This lets you send call attribution data from your external provider directly into ServiceTitan for automatic campaign assignment.

Things to know

• This guide covers the Zapier integration method. You can also connect your external DNI provider through the ServiceTitan API.

• ServiceTitan's Zapier app can only receive phone numbers in the national, no-symbol format (for example, 5555555555 instead of 1(555)555-5555). You must reformat phone numbers in your Zap before sending them to ServiceTitan.

• It can take up to 4 hours for call attribution data to appear in ServiceTitan after the Zap runs.

• Three phone numbers must be reformatted in every Zap: the customer phone number, the forwarding number, and the tracking number.

Best practices

• When testing the trigger in Zapier, select a test call from Google Ads if available, though any call will work.

• Rename each Formatter step in your Zap clearly (for example, "Formatted Customer Phone Number") so you can easily identify them when mapping fields later.

• Use the "Search all available fields" box in Zapier to quickly find the correct field from your call tracking software when mapping data in the final step.

Step 1: Access ServiceTitan's Zapier integration

Gain access to the Zapier 3.0 app from the ServiceTitan integrations team:

1. Submit a request using this form to gain access to the Zapier 3.0 app.        

   Note: If you have previously integrated Zapier with ServiceTitan, you can skip this step.

2. Await confirmation from the Integrations team before continuing to Step 2.

Step 2: Connect ServiceTitan to Zapier

1. In Zapier, go to My Apps > Add Connection.        

   

2. Search for ServiceTitan and click on it.
   This opens a new tab with fields to populate.
   

3. Keep the Zapier tab open, then navigate to your ServiceTitan account. Go to Settings > Integrations > API Application Access.
   

4. Click Connect New App, then add Zapier 3.0.        

   Note: If you don't see this option, something went wrong with Step 1. If you had previously set up Zapier 2.0, then 3.0 should appear automatically in your account.

5. Scroll to the bottom and set the restriction fields to No restriction. Then, click Allow Access.
   

6. On the screen that opens, copy and paste the Tenant ID and Client ID into the Zapier tab.
   

7. Click Generate under Client Secret and copy and paste the generated code into the Zapier tab as well.  

8. On the Zapier screen, choose Production environment and then click Yes, Continue to ServiceTitan.

Step 3: Build your Zaps

Once ServiceTitan is connected to Zapier, build a Call Attribution Zap to send call attribution data from your external call tracking platform into ServiceTitan. This lets ServiceTitan automatically identify which campaign to assign each call to by looking up the existing call and overwriting its campaign with the correct attribution.

Set the Phone Call Completed trigger (Zap Step 1)

Set your trigger Zap to be the equivalent of "Phone Call Completed" in your call tracking software:

1. Select an Event of Phone Call Completed.
   

2. Select your call tracking software and log in to the account using the provided account login method.
   

3. Select the Account and Company that correspond with the ServiceTitan account you want to send data into.

4. Select Test trigger to pull sample data into the Zap.
   

   Tip: Zapier gives you multiple options to choose as a test call. We recommend selecting one that is from Google Ads, but any call will work.

Reformat phone numbers (Zap Steps 2–4)

ServiceTitan's Zapier app can only receive phone numbers in the national, no-symbol format. That means numbers need to be converted from 1(555)555-5555 to 5555555555. Zapier has a Formatter feature that makes this easy. There are three phone numbers that need to be reformatted:

• The customer phone number

• The forwarding number (the number that lives within the third-party call software)

• The tracking number (the phone number in ServiceTitan that is forwarded to)

You need to create three formatting action steps in this Zap — one for each number. To set up the first Formatter step (customer phone number):

1. Add the Zapier Formatter action as your second step in the Zap.
   

2. For Event, select Numbers.
   

3. Rename the step to something similar to "Formatted Customer Phone Number".

4. Under Transform, choose Format Phone Number.

5. Under Values > Inputs, reference the third-party software from Step 1 and find a field that is equivalent to "Customer Phone Number".

6. Under To Format, select the 7th option on the list, No Symbols, National.
   

7. When prompted, run a test for this action and confirm that the output is as expected.
   

Repeat this step two more times for the forwarding number and the tracking number. You can duplicate Zap Step 2 and change the fields:

• For Zap Step 3, name it "Formatted Forwarding Phone Number" and reference the appropriate field from Step 1.        

  Note: Many providers call this number the "Tracking Number". In CallRail, the value is called "Tracking Phone Number".

  

• For Zap Step 4, name it "Formatted Tracking Number". This is often referenced as the "Business Phone Number" in Zap Step 1.
  

Create the Lead Attribution Call action (Zap Step 5)

1. Create an Action with the latest ServiceTitan app.
   

2. For Event, select Create Lead Attribution Call.
   

3. After continuing, confirm the ServiceTitan account connected at the start of this guide is selected.

4. Map each required field in the Zap with the appropriate field from Step 1. Start with the fields under Web Session Data, and include any optional fields that you have data for.    

   Tip: Speed up this step by using the "Search all available fields" box to find the right field in Step 1.

   Note: "Google Click Identifier" should correlate with GCLID and "Google Analytics ID" should correlate with ClientID.

5. Move on to the External Call Data section. Reference the outputs from Zap Steps 2–4 here, as well as the Call Start Time from Step 1.
   

6. Test this Zap. If it runs successfully, you've finished the integration. Publish the Zap.

Verify call attribution in ServiceTitan

To verify that calls are making it into ServiceTitan, go to Marketing > Attributed Calls.

Note: It can take up to 4 hours for the attribution to appear.

Want to learn more?

• See Dynamic Call Tracking using DNI Integration