Overview
All business calls, including outbound calls, should be made through ServiceTitan. When you click a number in ServiceTitan, you are clicking to call. When you click to call, the system records the outbound call, attaches the recording to the job, and broadcasts a ported-in caller ID number instead of a number the customer may not recognize.
Check out the Place Outbound Calls video below to learn more.
Who uses this feature
Customer Service Representatives
Things to know
You can click to call from Follow Ups, Customer and Location Records, or any other place where phone numbers are listed in the system.
Note: You cannot make outbound calls to numbers that are not associated with customer or location records in ServiceTitan.
When you click to call, the system rings the number listed in your employee profile first, then the customer's. If the call is not answered and goes to voicemail it may trick the system into thinking you have answered and connect to the customer. Account configuration is required if you want to prevent this. It requires you to press 1 to confirm you’ve answered before connecting to the customer. Contact Technical Support for details.
If you're calling about a specific job, the easiest way to make sure you're calling the right number is to call the number listed on the Location Record.
Non-client-related calls, such as to a supplier, can still be placed using the phone handset directly. If the call is logged in ServiceTitan (depending on your outbound call settings), it can be classified as Not a service call so it doesn't affect call metrics.
Place an outbound call
Go to the navigation bar and click Calls
(or Job Booking for ServiceTitan Phones Pro).Search for the customer's name.
From the results, open the Customer or Location Record you want to call.
Click the phone number listed in the Details menu under Contacts.
Click Ok to confirm the outbound call in the pop-up notification.
After you click to confirm the call, ServiceTitan places a call to your office phone. Answer your phone to connect with the customer.
Want to learn more?
Visit ServiceTitan Academy to enroll in Job Booking Basics
See Call Booking
See Book a job