Understand contact labels in Contact Management

Overview

Apply labels to contacts and contact methods to add additional context beyond titles and memos. You can use labels to describe how your team might want to understand and interact with a specific contact, or when to use a specific contact method.

Some labels, such as system labels like Primary and Mobile, automate how and where contacts show up in ServiceTitan and ServiceTitan Mobile.

Note: Labels are separate from tags. Labels can only be applied to contacts and contact methods. Tags can be applied to customers, locations, jobs, and more.

Understand label categories

There are two categories of labels you can apply to contacts and contact methods:

• Global labels: You can add global labels to contacts and contact methods. These are visible everywhere the contact or contact method shows up. Global labels help employees identify the right contact to use for a specific workflow.

• Context labels: You can add context labels to contact associations. These apply to specific relationships between a contact and a customer or location record. Context labels help employees identify the right person to contact for a specific task.

Understand label types

There are two types of global and context labels that you can apply to contacts and contact methods:

• System labels: These are default labels created by ServiceTitan, such as Primary and Mobile. System labels drive system-defined behavior specific to that label. You can’t delete or edit system labels.

• User-generated labels: You can create user-generated labels by specifying a name and color. You can edit and delete these labels as needed.

Use system labels

• Primary: Add the Primary label to a contact record to make that contact appear at the top of the list of contacts associated with a customer record or location record. Add the Primary label to a contact method to make that contact method the one shown in all previews for the contact record. If multiple contacts have the Primary label, then they’re sorted in alphabetical order of the Name field.
  

• Mobile: Add the Mobile label to a contact record to make that contact visible in ServiceTitan Mobile for technicians. If a customer or location record has multiple contact records associated with it and the Mobile label is added to one of those contact records, then only the contact with the Mobile label will show up for technicians in ServiceTitan Mobile. If a contact has Mobile and Primary labels applied to it, the Primary contact will sort to the top of the contact list.

Want to Learn More?

• See Manage contact labels in Contact Management

• See Add labels to contacts and contact methods in Contact Management