ServiceTitan's Phones feature automates the monitoring and recording of inbound and outbound calls at your office. It is an integration with your phone provider, allowing ServiceTitan to receive, log, and forward calls to your existing number. Basic Phones associates call recordings with the relevant customer and job accounts, boosting accountability and facilitating the tracking of your marketing campaigns right from the moment the phone rings.
ServiceTitan gives you virtual numbers, also called tracking numbers. These numbers log calls in the software, connect the call recording to the correct customer and job accounts, and then forward them to your chosen forwarding number.
Setup
Phone numbers
You don't need to change any phone numbers you are currently using for your business. Instead, port your advertised numbers into ServiceTitan. Even after you port them, you own those numbers.
Add new virtual phone numbers for tracking marketing campaigns directly through ServiceTitan in just a few clicks. See Add or edit tracking numbers for more.
Phones overview
Get an overview of ServiceTitan's Basic Phones feature to effectively utilize it for your business needs.
Phones settings
Learn how to set up your account to use ServiceTitan Phones effectively.
Registration for messaging
Reduce spam and increase reliability and throughput involved with text messaging. Ensure to register your business for messaging to send any text messages through ServiceTitan. For more, see Customer Notifications.
Key workflows
Benefits
Track your marketing campaigns, even before you answer the phone. You can attach tracking numbers to each of your marketing campaigns. The campaign links to a job, displaying the lead source for every booked job. This lets you see which campaigns are generating the most revenue, and where to best invest your marketing resources.
Use call recordings for training purposes or Customer Service Representative (CSR) performance evaluations. Since ServiceTitan is recording all incoming calls to your office, you're able to monitor and playback calls at any time.
Use customer information tied to phone numbers to create more personal relationships. Every time an existing customer calls in, CSRs see the customer's information on the screen. The CSR can immediately greet the customer by name and discuss the customer's recent jobs instantly.
Hold CSRs accountable for booking goals. Have real data on the number of incoming call leads and job bookings, which allows you to set booking goals and track CSR performance.
Place and receive calls
Use these workflows to master receiving and making calls with the ServiceTitan Basic Phones integration, tailored to your reporting and business requirements.
Use phones in ServiceTitan
Discover the most common Phones features in ServiceTitan.
Second Chance Leads
Enable Second Chance Leads to learn which unbooked calls are potential leads. For more information, see Second Chance Leads.
Send messages through ServiceTitan
Maintain your customer communication through ServiceTitan's chat feature. For more, see Customer Notifications.
Troubleshooting and FAQ
Troubleshooting
Resolve Phones issues easily and effectively. Check out the troubleshooting articles covering the most common Phones issues and their solutions.
Phone Integration - FAQ
Check out the most frequently asked questions for Phones. For more, see Phone Integration - FAQ and Emergency Phones Fallback - FAQ.
What changes do I need to make with my existing phone carrier?
Once the porting process is complete, you must cancel service with your phone carrier for the ported numbers only. To avoid interruption of service, please wait to make any changes with your phone carrier until we tell you it’s OK to do this.
Maintain service with your existing phone carrier for the following lines:
Forward calls to number (unadvertised number)
Rollover lines (unadvertised numbers)
Any other physical phone lines and back lines you want in your office (unadvertised numbers)
Depending on your current phone setup, you may need to request additional lines with your carrier to set up your Forward calls to number or rollover lines.
How much does phone integration cost?
In most cases, phone integration is included in your premium service. Ask your ServiceTitan sales representative for details.
Can I port a wireless number into ServiceTitan?
Yes. If you provide a mobile phone number to customers, you should port this number into ServiceTitan. When you go through the phone porting process, include an account number and PIN associated with each wireless number.
Your wireless number becomes a tracking number in ServiceTitan. After porting is complete, you can cancel the wireless service or request a new wireless number from your carrier.
You can go into ServiceTitan to set up your previous wireless number to forward to your new wireless number.
Note: Your new wireless number is an unadvertised number.
Do ServiceTitan tracking numbers expire?
ServiceTitan tracking numbers do not expire. Tracking numbers will stay with you as long as you are using ServiceTitan.
Can I remove phone numbers?
You can’t remove tracking numbers directly from your account. An administrator must contact ServiceTitan Technical Support, provide the number to remove, and reply to the confirmation email to approve the request.
How do I track and return missed calls that went to voicemail?
Missed calls show up and are classified in ServiceTitan as Abandoned. You can locate these calls on the Dashboard in the Agent Scorecard section. Click Abandoned.
A manager should regularly click each abandoned call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click Manual Call from the Calls screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can create a new lead.
Business registration for messaging - FAQ
Check the most frequently asked questions for business registration and messaging. For more, see Business registration for messaging - FAQ.
What is the 10DLC registration process?
You should register your business information by submitting company details in ServiceTitan. The submission process only takes a few minutes, but it takes 7-10 business days for the mobile network operators to vet your registration. For more information, see Register your business for SMS and MMS delivery.
Note: Marketing Registration needs to be completed separately. For more, see Submit Marketing Registration.
How does 10DLC impact my business?
This affects all text communications delivered through ServiceTitan, including customer notification texts, chat, alerts, dispatch SMS messages, and review requests through Marketing Pro.
To avoid message blocking by mobile carriers, all ServiceTitan customers must register their business information by submitting company details. Registration is mandatory to send text messages. U.S. carriers have additional fees for registration, campaign use cases, and carrier surcharges on 10DLC traffic. Like other SMS providers, ServiceTitan passes these fees through to customers, which are reflected on billing statements.
What do I need to do to help my company's brand get registered with the TCR for 10DLC?
To help your company’s brand get registered with the TCR for 10DLC:
Complete your brand registration in TCR Brand Management.
Ensure your company has a website (or online presence) to be approved.
Have a dedicated area on your website with the following:
Call-to-Action (CTA): A clear invitation for customers to opt in to a messaging campaign, outlining the program details, consent requirements, and key disclosures.
Privacy Policy: The rules of participation in the messaging campaign, including message types, frequency, costs, and customer support information.
Terms & Conditions: Explains how customer data is collected, used, and protected, while assuring it will not be sold or misused.
For more information, see TCR campaign guidelines and requirements.