Core Product

Contact Management

Centralize and streamline all your contact information with independent contact records that link across customers and locations — so you can find the right person, fast, every time.

New to Contact Management? Start here Jump to key workflows

Early Access: Contact Management is currently in Early Access and available for specific accounts. If you want to enable this feature for your account, contact your Customer Success Manager (CSM).

Product overview

See Contact Management in action

See how Contact Management centralizes independent contact records that can be linked to multiple customers and locations — with enriched fields like names, titles, and labels, all managed from the Contact Hub.

Setup

Contact Management transforms how you handle contact information in ServiceTitan by introducing centralized, independent contact records that can be linked to multiple customers and locations. With enriched data fields like names and titles, and a Contact Hub to manage everything in one place, you can add or update contacts in bulk, save time on manual updates, and quickly find the right person when you need them.

Setup checklist

Before migration — inform your team

Inform your technicians of the upcoming sign-out request. They'll need to reset their password if they haven't done so in over six months. Optionally, decide which contact titles your team will use (e.g., Homeowner, Property Manager) to ensure consistency.

Migration day

Remind technicians to sign out and sign back in before they'll see customer contacts. ServiceTitan performs the migration outside of your business hours, so office employees will see customer contacts the next time they sign in.

After migration — clean up your records

Review and merge duplicate contacts, adding names and titles as you go. Check customer and location records with appointments in the next seven days, review your top customer records, and check records where contacts may be shared across multiple customers and locations.

Required access

Contact Management is currently in Early Access and available for specific accounts. If you want to enable this feature for your account, contact your Customer Success Manager (CSM).

Once setup is complete

Manage all contacts from the Contact Hub, bulk-add or update contacts across customer and location records, and quickly identify the right person with names, titles, and labels.

Share your feedback

Help us improve the feature by filling out the form.

Key workflows

Core workflows for using Contact Management in ServiceTitan.

Overview Manage contacts & associations Create, edit & deactivate Contact labels Add notes

Contact Management overview

How Contact Management streamlines the way contact data is stored and updated, eliminating duplication.

Contact Management streamlines the way contact data is stored and updated, eliminating duplication. Use Contact Management to:

Save time: Reduce time spent keeping contacts in sync across customer and location records.

Bulk add and update contacts: Add and update contacts in bulk across a customer record and its associated location records.

Manage all contacts in one place: Use the new Contact Hub to create, view, manage, and update all your contact records in one place, streamlining your contact management workflows.

Quickly identify contacts: Add attributes like name, title, and label that make it easy to identify the right contact quickly.

Contact Management introduces contacts that are independent of customer and location records, can be associated with multiple customer and location records, and can hold more data such as names and titles.

Manage contacts and their associations with customers and locations

Efficiently manage all your active and inactive contact records in Contact Hub or Customer and Location records.

Manage contacts from Contact Hub

Manage contacts from customer and location records

Manage contact associations with customers and locations

Merge contact records

Contact cleaning guide

Create, edit, and deactivate a contact record

Efficiently create, edit, delete, deactivate, and reactivate contacts to ensure accurate and up-to-date records for streamlined communication.

Create a contact record

Edit a contact record

Delete, deactivate, and reactivate contact records

Use contact labels

Use labels to add additional context beyond titles to contacts and contact methods.

Understand contact labels

Manage contact labels

Add labels to contacts and contact methods

Add notes to a contact

Use notes to consolidate important information in one place, enabling seamless sharing with office employees.

Add notes to a contact record

Troubleshooting & FAQ

Quick solutions to common issues and answers to frequently asked questions.

Frequently Asked Questions

Check the most frequently asked questions about Contact Management.

What is the difference between a customer record, location record, and contact record?

Customer Records: Represent the bill-to party paying for services. The address on customer records is the billing address.

Location Records: Represent the service location where work is performed. The address on location records is the service address where technicians perform work.

Contact Records: Represent the person you need to be in touch with for payments, services, and other communications.

You can find customer and location records in Search. You can find contact records in Contact Hub or the Contacts section of customer and location records.

Each contact record can have multiple contact methods (phone, email, and more), and you can associate a contact record with multiple customer and location records. For example, if you have a customer with multiple properties, you might use one contact record for Billing and one for Scheduling, and associate both with each respective customer and location record.

Is there a way to have the Customer Type be selected by default when CSRs create new customer records?

Yes. In Settings > Operations > Customer, you can set a Default Customer Type. You can set one of the following options:

Residential: Makes the Residential Customer Type and the Service Location is the same as Customer Billing Address box selected by default. CSRs can still manually select a different type if needed.

Commercial: Makes the Commercial Customer Type selected by default and opens separate address fields for the Service Location. CSRs can still manually set the Service Location to match the billing address if needed.

None: No Customer Type will be selected by default — CSRs must manually select the type and fill out the appropriate fields when creating new customer records.

Can I see a contact's name and title in other places besides the contact record itself?

Yes — anywhere that contact method memo notes show up in ServiceTitan, the name and title listed in the contact record also now appear. The contact's name and title are listed within the memo field, right before any memo notes.

Note: You can only edit contacts, including contact method memos, from the actual contact record. Contacts that appear next to memo notes are view-only.

For example:

• In ServiceTitan Mobile, the contact's name and title show up automatically in the memo notes.

• On a job or project record, you might only see part of the name, title, and memo since space is limited, but you can hover over the memo field to see everything. If you have many different contacts associated with a single customer or location record, we recommend keeping memo notes as brief as possible to more easily identify contact names and titles.

What is the purpose of contact labels, and can I control how contacts are ordered?

Labels help organize and find contacts. You can create custom labels or use system labels such as Primary and Mobile.

The Primary label shows the contact or contact method at the top of the contact list on customer or location records. If more than one contact is marked Primary, they will appear in alphabetical order.

The Mobile label controls what shows in the mobile app. Only contacts or contact methods with the Mobile label appear in the mobile view. For example, if a customer has three contacts but only one has a Mobile label, only that contact is visible in the app.