Overview
When a new customer contacts you, create a customer profile in the appropriate tenant account to book jobs and build relationships. This action automatically generates and links a location profile to the Customer Record. You can also edit customer contact information directly from the Inbox page.
Who uses this feature
Customer service representatives (CSRs)
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information.
Coming soon: Creating a customer when no call or text is open turns on automatically for every account. There's nothing to set up.
Things to know
As Contact Center Pro supports multi-tenancy in a single interface, new customer profiles are automatically created in the correct tenant based on the customer's call. When no call or text is open, you choose the tenant yourself.
When there are no incoming calls, the Inbox screen allows you to search for customers across all the tenants associated with the company.
Coming soon: When no call or text is open, you can create a new customer from the customer search without leaving Contact Center Pro. Each customer belongs to one tenant, so you choose the tenant before you enter the customer's details. See Create a customer when no call or text is open.
When you create a customer from an open call or text, including an ended or missed call, a voicemail, or a text conversation, the customer is created in the tenant that owns the number they called or texted. You can't choose a different tenant, and that's on purpose: the call or text belongs to that number, and the number belongs to one tenant. If the customer were created in another tenant, their record would be disconnected from the conversation that brought them in, with their call history in one tenant and their customer record and jobs in another. Keeping them together means everything about the customer stays in one place.
For the same reason, a call you place from your personal direct line is tied to the tenant your direct line belongs to. If you create the customer or book the job in a different tenant, they won't connect to the call. To keep everything together, call from the tenant's outbound number instead of your direct line. We recommend keeping the option to call from a personal direct line turned off.
If the customer's number is tied to a customer record in ServiceTitan, the Calls section displays the customer name and the call gets linked to the existing customer profile. If no caller ID is available, ask the customer to identify themselves to ensure that you select the right customer profile or create a new customer profile.
Ensure that you validate or manually enter coordinates for all street addresses so the jobs on the customer record can be managed properly. To troubleshoot address validation, see Address verification is not working correctly.
If your account uses the guided booking flow, you can also add a location while booking a job, without leaving Contact Center Pro.
You can ask customers to opt in to your marketing texts without leaving Contact Center Pro. When you create a customer, each mobile number that hasn't opted in or out has a checkbox that's already checked, and the opt-in request goes out unless you uncheck it. Booking a job sends a request too; see Book a job using the guided booking flow in Contact Center Pro. You can also send a request at any time from the customer's contact methods.
The opt-in text only asks. The customer is opted in only after they reply YES.
Opt-in status follows the phone number, not the customer account. A number that's opted in on one account shows as opted in on every account it's saved on, including a new customer's.
If your account sends a separate opt-in request for each marketing brand, the opt-in options don't appear in Contact Center Pro yet.
Create a new customer profile
In Contact Center Pro, click Inbox.
Click Accept Call to pick up the call and then + New Customer to add a new customer profile.
In the Create Customer flyout that opens, select the Customer Type. Coming soon: the tenant name appears next to the flyout's title, so you can check which tenant the customer is created in.
Under Where will the service be performed?, enter the following details. This creates the new customer's Location Record:
Location information
Location Name
Address
Street
Apt, Unit, Suite, etc.
City
State
Country
Zip / Postal Code
Note: Try searching for and selecting the address first. Enter the address manually if no results are found.
Note: Address coordinates are important for efficient routing and dispatching. Validate or manually enter coordinates for all street addresses to guarantee technicians reach the exact location on time, reducing delays and improving overall operational efficiency.
Contact Methods:
Phone
Mobile
Email
Fax (for the location)
Note: You should have at least one contact method. Click Delete to remove a contact method, or click + Add Contact Method to add another one.
Click Notifications for each contact method to adjust the notification preferences accordingly.
For each mobile number that hasn't opted in or out, the marketing SMS opt-in checkbox is already checked. When you click Create Customer, the opt-in request goes to every checked number. Uncheck a number to skip it, for example if it belongs to a spouse or property manager. A number that has opted out starts unchecked, and you can check it to ask again. Numbers that are already opted in aren't sent anything.
If your account uses contact management, the checkbox is on the contact and covers every mobile number on that contact. If Contact Center Pro can't load a number's opt-in status, the checkbox doesn't appear and nothing is sent to that number.
If you book a job for the new customer right away, they get one opt-in text, not two.
Under Who will pay for the job?, enter the following details. This creates a new customer record:
From the dropdown, select The customer is the same as the tenant or The customer is different from the tenant.
If they're the same, the location details under Where will the service be performed? match the customer record and the customer you're adding pays for the job.
If they're different, fill in the Billing address information and contact methods of the party financially responsible for services.
When finished, click Create Customer.
Create a customer when no call or text is open
Coming soon: Use this when a request reaches you outside Contact Center Pro, for example by email, and the customer isn't in ServiceTitan yet.
In Contact Center Pro, click Inbox. Make sure no call or text is open.
Search for the customer.
If no customer matches, click Create New in the upper right, or click the create link under the no-results message.
Select the Tenant the customer belongs to and click Continue. The list shows only the tenants you can access, and Continue is unavailable until you select one.
Note: If you can access only one tenant, this step is skipped and the Create Customer flyout opens for that tenant.
In the Create Customer flyout, check the tenant name next to the title. To choose a different tenant, click Back. Going back clears the details you've entered.
Enter the customer's details as described in Create a new customer profile. The required fields follow the tenant you chose. For example, if that tenant requires a phone number and an email, you can't save without both.
Click Create Customer. The new customer opens in the customer panel, in the tenant you chose.
To book a job now, click Book Job. The customer's only location is selected for you. See Book a job using the guided booking flow in Contact Center Pro.
Note: Click Cancel in the tenant dialog or the flyout to return to the search without creating a customer.
View a Customer record in Contact Center Pro
When a call comes in from a known customer, their record is automatically pulled up. Currently, Contact Center Pro displays limited customer information. If the caller is not recognized, you will need to search for or create a new profile before the record appears.
Use the Customer Search
If you're not on a call, you can use the Search bar to find and view any customer profile. The results will include profiles from all ServiceTitan tenants you have access to. When you click Search, the tenant account name appears next to the customer's name in the results. Coming soon: If no customer matches, you can create one. See Create a customer when no call or text is open.
View a Customer/Location record in ServiceTitan
If you need more detailed information, you can click the Customer or Location Links to view the full profile in ServiceTitan in a new tab.
Customer Profile: Use this when discussing details such as an invoice.
Location Profile: Use this when discussing location-specific matters, such as a recent job.
Edit a customer profile
You can edit the customer's Contact Methods right from the Inbox screen.
On the Inbox screen, search for and select the customer account you want to edit.
Note: You can also edit the customer's account while you're on a call with them.
Go to the Contact Methods section and then click Edit
. 
Note: Contact method options are Phone, Mobile, Email and Fax. You should have at least one contact method.
On the Edit Contact Methods flyout that opens, update or add the Phone, Mobile, Email, or Fax information.
Click + Add Contact Method to add another contact method. You can also click Delete to remove a contact method.
Click Notifications for each contact method to adjust the notification preferences accordingly.
Note: Whichever contact method you add has notifications checked by default.
For a mobile number, check the Marketing SMS Opt-In row under Notifications. It shows the number's status: Unknown, Opted In, Opted Out, Pending, or Global Opt Out. To ask the customer to opt in, click Send Request. If the number has opted out, the button reads Re-Send Request. The status changes to Pending once the request goes out. For what each status means, see Generate opt-in requests for marketing text messages.
Note: Send Request is unavailable when the number is already opted in, a request is pending, the number has opted out of all your texts (Global Opt Out), the number isn't valid, or your account isn't set up to send opt-in requests. Hover over the button to see why.
Note: If Contact Center Pro can't load a number's opt-in status, the row is hidden and the card shows Couldn't load opt-in status. If a request fails to send, you see SMS Opt-In Request failed, please try again.
When you're finished, click Save.
Tip: You can access and edit the full customer profile by clicking the customer's name. This opens a new browser tab with the customer record.