Dynamic Call Tracking using DNI Integration

  • Updated on Apr 25, 2026
  • Published on Mar 13, 2026
  • 10 minute(s) read
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Overview

Dynamic Call Tracking using DNI automates the capturing of marketing attribution data from website visitors by connecting it to the phone calls that help marketers improve conversion rates, customer acquisition, and ROI. For more, see Marketing Pro Ads Smart Attribution.

Note: You need to install a javascript snippet on your website in to set up Dynamic Call Tracking using DNI.

Who uses this feature

  • Marketing managers, business owners, and other marketers on your team

  • Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business types

  • Applies to all trades

Feature configuration

  • To get started with Marketing Pro Ads, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).

  • Account configuration is required to use this feature. Please contact Technical Support for details.

Things to know

  • Setup is required to enable this feature.

  • You can configure Dynamic Call Tracking using DNI only if you have Google Ads configured.

  • You need a Dynamic Call Tracking using DNI configuration for every website you work on.

  • ServiceTitan supports configuring more than one Dynamic Call Tracking using DNI on the same webpage for different locations.

  • After your ads create a call in ServiceTitan through telecom, a conversion event is sent to the Google Ads and Google Analytics accounts that you have connected to your ServiceTitan account.

  • When Auto-DNI is configured, ServiceTitan automatically adds new phone numbers to your pool of numbers when we detect the need. This ensures you have DNI coverage for all website visitors, even during your busiest times.

  • For ServiceTitan accounts in Canada, you must use Manual DNI to set up Dynamic Call Tracking.

Overview: Dynamic Call Tracking using DNI

With ServiceTitan's Dynamic Call Tracking feature—integrated with Dynamic Number Insertion (DNI) technology—your business attributes key marketing data to phone calls generated from your marketing campaigns, social sites, and any other website traffic. DNI automates the capturing of marketing attribution data from website visitors by tying it to phone calls that help marketers improve conversion rates, customer acquisition, and ROI.

Because this feature is connected to other features you use to manage your phones, ServiceTitan can improve your customers' call experience by shortening the amount of call jumps it would take with a 3rd party DNI solution.

Dynamic Call Tracking using DNI allows։

  • Coverage of the online-offline attribution gap

  • Better estimation of ROI

  • Improved visibility of campaign performance

  • Better marketing campaign reporting

  • Capturing Direct and Indirect Web Traffic

Step 1: Set up Dynamic Call Tracking using DNI

You can set up Dynamic Call Tracking using DNI in ServiceTitan in two ways:

From Analytics, if you're configuring Dynamic Call Tracking using DNI for the first time:

  1. Go to the top toolbar and click Marketing > Ads.

  2. At the top of the Ads screen that opens, click Begin Setup and follow the steps. Begin Setup on the Dynamic Call Tracking (DNI) Setup DNI in ServiceTitan screen.

Or, from Settings:

  1. Go to the top toolbar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure and follow the steps. Configure for the Dynamic Call Tracking (DNI) integration.

Step 2: Add a website and Phone Number

You need to install separate Dynamic Call Tracking pixels for each website you work on. The steps you'll need to take depend on whether you're using Manual DNI or Auto-DNI.

  • Auto-DNI: Use Auto-DNI to automatically add phone numbers to your DNI pool as we detect increases in website traffic. This is the default for all new DNI instances.

  • Manual DNI: Use Manual DNI for a more manual experience that allows you to use existing phone numbers.

Auto-DNI

Add dynamic call tracking using the following five steps:

  1. Setup Website Details: Basic settings for social websites from which DNI will attribute advertisements, and the phone number displayed on the website.

  2. Allocate Phone Numbers: Review the unique phone numbers automatically added to your DNI.

  3. Insert Script: Copy the JavaScript code and install it on your website.

  4. Test Dynamic Call Tracking: Test the Dynamic Call Tracking configuration and the website attributed to it.

  5. Complete: Finalize the Dynamic Call Tracking installation and go back to Marketing Integrations.

Step 1: Setup Website Details

Note: For a more manual experience that allows you to use existing phone numbers, click Use Manual DNI instead at the bottom of the screen.

  1. In Marketing Integrations, next to Dynamic Call Tracking (DNI), click Configure.

  2. On the screen that opens, click Add New.

  3. Enter the Website Domain from which the Dynamic Call Tracking using DNI instance attributes ads, keywords, and online content.        

    Note: It is recommended not to use http:// or https:// and /path/to/anything.html.

  4. Enter the unique Phone Number of your website which the Dynamic Call Tracking using DNI replaces.        

    Note: Make sure this number matches the click-to-call link you set up on your website. The click-to-call link on your website should use the standard code format of tel:5555555555.

  5. Enter the Zip Code of the shop that has the phone number you entered. After you go to the next step, you cannot edit the Zip Code.        

    Note: If you do not see the Zip Code field, you are using Manual DNI.

    Step 1: Setup Website Details for Dynamic Call Tracking.    

  6. When finished, click Continue.

Step 2: Allocate Phone Numbers

When Auto-DNI is configured, ServiceTitan automatically assigns phone numbers for dynamic call tracking and displays them on your website. We also monitor traffic on your site and add new numbers to your DNI pool as needed. This ensures you have DNI coverage for all website visitors, even during your busiest times.

We base these phone numbers on the Zip Code you provided in Step 1 so that they are similar to the phone number on your website. We try to get local numbers for the DNI pool, but if none are available, we use toll-free numbers instead. If you don't want to use toll-free numbers, you can switch to Manual DNI and remove them.

To view your assigned phone numbers:

  1. Click assigned phone numbers. Successfully assigned dynamic tracking numbers confirmation message.

  2. If all looks good, click Close and then Continue to go to the next step.        

    Note: For a more manual experience that allows you to use existing phone numbers and manually add or remove numbers, click Change to Manual DNI.

    List of Allocated Phone Numbers.    

Step 3: Insert Script

  1. Click View Instructions.        

    Note: To email these instructions to your team, enter an email address in the Email instructions to your team field then click Send.

  2. In the DNI Website Setup Guide that opens, follow the steps to set up Dynamic Number Insertion (DNI) on your website.

  3. Go back to ServiceTitan and click Copy Code. Step 3 of Dynamic Call Tracking.

  4. Paste the JavaScript snippet you just copied to each page on the global header of your website.

  5. When finished, click Continue.

Step 4: Test Dynamic Call Tracking

To ensure that your attribution tool is ready, test your Dynamic Call Tracking installation:

  1. Click Start, in the Test Dynamic Call Tracking step. This tests:

    • Integration Setup

    • Dynamic Call Tracking

  2. If the Dynamic Call Tracking testing is successful, click Continue. Dynamic Call Tracking Step 4.

Step 5: Complete

To finalize the DNI installation, click Back to Marketing Integrations.

You're all set! screen for Dynamic Call Tracking.

Manual DNI

Add dynamic call tracking using the following five steps:

  1. Set up Website and Phone Number: Basic settings for social websites from which DNI will attribute advertisements, and the phone number displayed on the website.

  2. Dynamic Number Insertion (DNI) Setup Guide: Copy the JavaScript code and install it on your website.

  3. Allocate Phone Numbers: Add and create unique tracking phone numbers to your DNI.

  4. Test Dynamic Call Tracking: Test the Dynamic Call Tracking configuration and the website attributed to it.

  5. Complete: Finalize the Dynamic Call Tracking installation and go back to Ads. Or, create a new Dynamic Call Tracking using DNI website and number.

Note: Auto-scaling does not work with Manual DNI. You must monitor your website traffic and decide how many numbers to add.

Step 1: Set up Website and Phone Number

  1. In Marketing Integrations, next to Dynamic Call Tracking (DNI), click Configure.

  2. On the screen that opens, click Add New.

  3. Enter the Website Domain from which the Dynamic Call Tracking using DNI instance attributes ads, keywords, and online content.        

    Note: It is recommended not to use http:// or https:// and /path/to/anything.html.

  4. Enter the unique Phone Number of your website which the Dynamic Call Tracking using DNI replaces.        

    Note: Make sure this number matches the click-to-call link you set up on your website. The click-to-call link on your website should use the standard code format of tel:5555555555.

    Step 1 of Dynamic Number Insertion.    

  5. When finished, click Next.

Step 2: Dynamic Number Insertion (DNI) Setup Guide

  1. Click Read Guide.

  2. In the DNI Website Setup Guide that opens, follow the steps to set up Dynamic Number Insertion (DNI) on your website.

  3. Go back to ServiceTitan and click Copy Code. Step 2 of Dynamic Number Insertion (DNI) Setup Guide.

  4. Paste the JavaScript snippet you just copied to each page on the global header of your website.

  5. When finished, click Next.

Step 3: Allocate Phone Numbers

Note: If you want us to automatically add phone numbers to your DNI pool as we detect an increase in website traffic, click Switch to Auto-DNI.

Allocate inactive tracking numbers to your account to track customers and actions:

  1. Click Add new number in the Available phone number column to create new numbers to associate with your account.        

    Note: If you switched to Manual DNI from Auto-DNI, you may already have phone numbers listed in the Available Phone Numbers section. You can use these phone numbers or click Add New Number to add additional phone numbers. The only numbers that display are ones with no campaigns assigned and less than two calls in the last 90 days.

    Add New Number button for Step 3: Allocate Phone Numbers.    

  2. In the Add New Number pop-up that opens, enter the details and make selections for:        

    • Local Number or Toll-Free Number: Select Local Number for a local site and Toll-Free Number for a regional or national site.

    • Area Code and/or Zip (Local Number only): Enter the area code or ZIP code you want the tracking number to correspond to.

    • Contains (optional): Enter a set of digits that you want your tracking number to include.

  3. Click Search Numbers. Search Numbers for adding a new phone number.

  4. In the Search Results that open, select a tracking number for DNI pool and click Choose Number.

  5. In the screen that opens, enter the phone number at which you want to receive attributes for this website. For Allow Incoming SMS?, select Yes if the tracking number can receive text messages, and select No if not.
    The tracking number you chose now shows under Available phone numbers.        

    Tip: To add a few phone numbers at once, click Add new number.

    Add New Number button on the Step 3: Allocate Phone Numbers screen.    

  6. To allocate phone numbers to the Selected phone numbers, select phone numbers from the Available phone numbers, then click Add.        

    Note: You can add up to 50 numbers to your pool, but most websites only need 10. There is no cost for adding additional numbers to your pool.

  7. Repeat the steps above until you've added all the needed phone numbers to the DNI pool.        

    Tip: To save time, click Add 25 Toll-Free numbers to generate 25 phone numbers in the Available phone numbers, then select and add them to Selected phone numbers.

    Add 25 Toll-Free numbers for Step 3: Allocate Phone Numbers.    

  8. When finished, click Next.

Step 4: Test Dynamic Call Tracking

To ensure that your attribution tool is ready, test your Dynamic Call Tracking installation:

  1. Click Start, in the Test Test Dynamic Call Tracking step. This tests:        

    • Setting up DNI

    • Testing DNI

    • Successful testing DNI Start button for Step 4: Test Dynamic Call Tracking.

  2. If the Dynamic Call Tracking testing is successful, click Finish.

Step 5: Complete

To finalize the DNI installation, click View Ads Performance to go to Ads Dashboard.

View Ads Performance button on the You're all set! screen.

Note: Using the Click Here link at the bottom of this screen takes you back to step one. There, you can add another new account and website.

Edit your Dynamic Call Tracking using DNI configuration

  1. Go to the top toolbar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure.

  3. On the Dynamic Call Tracking (DNI) screen that opens, click Edit and update the Configured or Incomplete Dynamic Call Tracking (DNI) configurations. Edit button for a DNI phone number.

  4. Editing a configuration takes you to Add a DNI configuration. Follow the same steps and update configuration details as needed.

Delete your Dynamic Call Tracking using DNI configuration

  1. Go to the top toolbar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure.

  3. On the Dynamic Call Tracking (DNI) screen that opens, click the Configured or Incomplete Dynamic Call Tracking (DNI configuration you want to delete). The Step 1: Setup Website and Phone Number screen opens.

  4. Click Delete and confirm the Dynamic Call Tracking (DNI) configuration removal. Delete for a configured DNI phone number.

Integrate third-party Dynamic Call Tracking (DNI)

You can configure third-party DNI to your ServiceTitan account to track external calls for job bookings. The setup depends on whether you're using our native CallRail integration or another third-party DNI provider.

CallRail integration

  1. In the top toolbar, go to Settings A simple icon representing a settings gear. > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI), click Configure.

  3. On the Dynamic Call Tracking (DNI) screen that opens, select Click Here. Click here for Dynamic Call Tracking (DNI).

  4. Follow the instructions to complete your CallRail setup.

Other third-party DNI providers

  1. Open the Marketing Pro Ads Setup Guide: Connecting an External DNI Provider to ServiceTitan.

  2. Follow the instructions in the guide to configure your chosen DNI provider.

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