Set up and use Call Linking Confirmation

Overview

You can set up call linking confirmation to prevent your CSRs from accidentally linking customer calls to the incorrect customer, location, or job.

Things to know

• Call Linking Confirmation is on by default. Use the toggle to disable the feature.

• When Call Linking Confirmation is disabled, your CSRs will not be able to see the pop-up prompts that allow them to unlink the call from the associated record.

• To ensure call recordings attach to the correct customer, only manage the appointment of the customer you’re currently speaking with. Avoid updating or accessing other customers’ appointments during the call, as this can cause the system to link the recording incorrectly.

Set up Call Linking Confirmation

Note: Call Linking Confirmation is turned on by default. Use the settings to disable the feature if you don’t want to use it.

1. Go to the top toolbar and click Settings . 

2. In the side panel, go to Operations > Job Booking. 

3. Use the toggle to enable or disable Call Linking Confirmation.

Use Call Linking Confirmation

Calls automatically get linked to Jobs, Customers, and Locations based on the action a CSR takes after they click on the call bubble, for example when they book a job or when they leave a note on the Customer, Location, or Job. When CSRs are multi-tasking, it’s easy for them to accidentally link a call to the wrong record, especially if they have multiple tabs open. 

When a CSR is on a call and booking a job or leaving a note on a Customer or Location record, the CSR sees that their current call is going to get linked to the record and gives them a chance to fix that if necessary. 

When a call comes in, and the phone number the customer is calling from, or the customer who is listed on the call bubble doesn’t match the customer or location that the call is about to get linked to, a message appears that allows you to unlink the call from the customer record.

When this message pops up, you can:

• Click Don’t Link to unlink the call from the customer record. 

• Click Cancel to go back. 

• Click Link Note (or Link Job) to leave a note on the customer record and link the call to the Job, Customer, or Location the note is being left on. 

To unlink the call from the note:

1. After leaving the note, click Link Call to Note.

   Note: Click Link Call/Link Job before clicking Save.

   

2. In the dropdown that opens, click Link Call to Note to link the note to the call.

3. Click Unlink Call to unlink the call from the note.
   

Want to learn more?

• Visit ServiceTitan Academy to enroll in Job Booking Basics

• See Book a job