---
title: "How can I ensure outbound calls appear on both customer and location profiles?"
slug: "how-can-i-ensure-outbound-calls-appear-on-both-customer-and"
updated: 2026-07-11T00:06:19Z
published: 2026-07-11T00:06:19Z
canonical: "help.servicetitan.com/how-can-i-ensure-outbound-calls-appear-on-both-customer-and"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How can I ensure outbound calls appear on both customer and location profiles?

## Problem

Some outbound calls appear only on customer profiles. Others show up on both customer and location profiles. This happens even when the contact information is the same.

## Solution

#### Ensure outbound calls appear on both customer and location profiles

1. Understand call linking in ServiceTitan

- Calls link to different places based on CSR actions.
- Actions determine where calls appear in the system.

2. Recognize calls that appear in both customer and Location Records

- These calls link to a specific location.
- CSRs take actions like booking a job or leaving a location note.

3. Identify calls that appear only in Customer Records

- These calls don't link to a specific location.
- CSRs interact only with the customer record.
- This happens for general inquiries or new customer calls.

4. Learn how call linking works

- Booking a job links the call to customer and job location
- Leaving a customer note links the call only to the customer
- Leaving a location note links the call to customer and location

5. Train CSRs on proper call linking

- Associate calls with specific locations when applicable
- This ensures consistent linking across profiles

6. Use location records for outbound calls

- Call from the location record when possible
- This links calls to both customer and location profiles

7. Review call history

- Check customer and location profiles for call records
- Understand which actions led to specific call placements

A physical service address associated with a customer, containing all jobs, equipment, and history for that property.

**What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site.

**Also called:** Service address, Property record

**Tags:** Core

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)

The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history.

**What it does:** Serves as the single source of truth for all customer interactions, history, and financial data.

**Also called:** Customer account, Client record

**Tags:** Core

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)