Overview
In ServiceTitan, bookings come in from online sources, like Web Scheduler and Leads Integrations. After you receive a booking, you'll need to verify it and book the job.
Who uses this feature
CSRs
Account configuration is required. Please contact Technical Support for details.
Things to know
If you've integrated your account with booking sources, the Booking section of the Call Booking screen will list all of your incoming bookings from these web campaigns.
Use the Web Booking Summary Report to see real-time data on campaign performance, including revenue generated by each campaign.
The job type for a web booking is set to unknown by default and should be reclassified after following up with the customer. Learn more about how to reclassify and edit calls.
If you accidentally dismiss a booking and don't have the customer's information, you can use the Web Booking Report to find the booking again. Run the report for the relevant date range, and then filter it to show only bookings with a Dismissed status.
Understand the different booking types
A booking is a request that populates on the Bookings tab of the Call Booking screen. Different booking types come from different sources. You may have one, two, or all sources set up in your account depending on your business needs.
You can accept a booking to book it into a job, or you can dismiss a booking. If your account is configured for it, you can turn a booking into a lead for follow-up when dismissing it.
Web Appointment Scheduler leads
Web Scheduler bookings are online appointment requests coming in through your company website. Some companies set this up so that customer service representatives (CSRs) need to follow up to schedule a specific time. Others will automatically confirm the customer’s requested appointment. Make sure your CSRs know the process to follow for WebScheduler bookings.
Some companies prefer to set up an automatic email confirmation message. Depending on how you set this up, you still might need to follow up with the customer.
For more, see Set up the Web Appointment Scheduler (Legacy) and Set Web Scheduler for Office Employees.
Leads integrations
Leads Integrations streamline online booking requests you receive from other lead sources. The following Leads Integrations are available in ServiceTitan:
View bookings
Incoming bookings appear in the Bookings section of the Call Booking screen.
You also see them in the Unassigned column in the Job Tray on the Dispatch Board. To learn more, see Use the Job Tray.
Book a job from a booking
After you receive a booking, you can book a job from it.
Go to the navigation and click Calls
.Click the booking request.
From here, book the job as you normally would, ensuring that you add the customer to the system and follow up with the customer to confirm the job and appointment time if necessary. To learn more, see book a job.