Overview
Set up phone integration to take full advantage of everything ServiceTitan can do for your business. Set up phone integration to automatically track and record every incoming call to your office, and empower you with the information you need to benefit your business.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
Account configuration is required. Please contact Technical Support for details.
Things to know
ServiceTitan provides you with virtual numbers (tracking numbers) that help log the calls in the software and forward the calls to your forwarding number.
All your advertised numbers, regardless of where or how they are advertised, should be ported to ServiceTitan to become tracking numbers. This includes your main company phone number.
Do not port any existing unadvertised lines, which you likely use for rollover purposes to handle call volume. Select one of these lines to become your Default call forwarding number or order a new line from your carrier to use as your forwarding number.
Do not share your default call forwarding number or any other rollover numbers with customers. If a customer calls one of these numbers directly, the phone call will not be tracked and recorded in ServiceTitan.
When you port your advertised numbers to ServiceTitan, they become campaign/tracking numbers. This allows all ported numbers to be tied to a marketing campaign giving you important data on your marketing performance. For more details, see Overview of ServiceTitan's Basic Phones.
We recommend naming the campaign tied to your main phone number something generic such as Branding Campaign. This collects metrics on all marketing efforts prior to using ServiceTitan. For each new campaign, you create in ServiceTitan, set up a new virtual phone number (tracking number) and forward it to the same default call forward number.
Standard practice is to forward all tracking phone numbers to the same default forwarding number. For more, see Set up your default forwarding number.
Commonly used terms
Understand the keywords commonly used with the Phone Integration.
Advertised Number: Any number you've advertised for customers to reach you.
Campaign Number: An advertised number that has been assigned to a campaign in ServiceTitan Settings > Phones > Phone Numbers.
Tracking Number: Any number listed under the Phone Number section in Settings. You can add tracking numbers through the Add New Number option or port your existing numbers into ServiceTitan. These are virtual phone numbers that forward to a physical line in your office. When customers dial your tracking numbers, ServiceTitan tracks and records the calls.
Forwarding Number: Any number listed under the Forwarding Number section in Settings. Calls to tracking numbers are forwarded to your forwarding number. Forwarding numbers are unadvertised numbers that you shouldn't give out to customers.
Porting: Porting a number involves transferring it from one service provider to another by keeping the existing number. ServiceTitan typically ports the main company number to convert it into a tracking number.
Port existing phone numbers
When porting your numbers into ServiceTitan, you maintain ownership of your numbers even though the numbers are moving from your existing carrier over to ServiceTitan. Before completing the porting process, make some changes to your existing phone carrier. A telecom specialist will walk you through this process.
Be sure to port all of the following numbers into ServiceTitan:
Main business number: The primary phone number used on your company website, business cards, advertising, and so on.
Other advertised numbers: Any number advertised to the public or provided to the customers.
Start the porting process
Schedule a port request meeting with the telecom team by selecting a date and time that works for you. Use the Basic Phones Port In link to schedule a meeting and port more numbers into your ServiceTitan account.
Caution: Your account status must be Live with the Basic Phones integration. If Basic Phone Integration is not set up or not being used, reach out to your Onboarder or Success Manager with the porting request.
Provide the following phone porting documents as separate items to the telecom specialist:
A Letter of Authorization (LOA) form (PDF): This is the legal document that authorizes ServiceTitan to request the porting of your phone numbers. If numbers are being ported from multiple carriers, you need a separate LOA for each carrier, as each carrier is considered a separate port request.
Note: Do not include backline numbers on the porting form. These include any numbers that you don't give customers, including unadvertised lines, rollover lines, and your default forwarding number.
A list of advertised numbers to be ported: The LOA form includes a section to list up to 24 phone numbers to be ported. This list of advertised numbers to be ported should be set up as an Excel spreadsheet with two columns. The first column should list the numbers being ported to ServiceTitan, while the second should list the current carrier for each number.
Current phone bill copy: Your most recent telephone bill or invoice from your current phone provider.
Caution: The bill must be dated within the past 30 days.
Note: If you use multiple phone carriers, send a separate bill from each phone carrier.
ServiceTitan notifies your current phone provider of the request to port the phone numbers, which is approved if the information matches. When approved, the number is released on the agreed date and set as a tracking number in ServiceTitan.
After your existing numbers have been ported, you can Set up your default forwarding number.
Want to learn more?
Visit ServiceTitan Academy to enroll in Phone Integration Overview