Overview
Now that you’re capturing leads in ServiceTitan, use the Follow Up screen to follow up on captured leads so you can try to convert them to jobs. This helps you keep your records up-to-date and book more jobs for your business.
Who uses this feature
CSRs
Applies to all business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
Before getting started, make sure an administrator on your team has created Lead call reasons. You can only capture leads by selecting a call reason that is classified as a Lead.
Dismissed leads can be manually converted back to Open status by going to Search > Lead. After you open the dismissed lead, click Restore Lead.
Best practices
While it’s not required to capture leads, we recommend that you set recall, warranty, and lead job booking guides so you’re prepared for different workflows.
Use cases
Someone called yesterday and said they’d call you back. They called back today and another office employee told you they captured a lead for the call. Now, you want to check that lead and make sure it contains details from the call you took yesterday.
Find and view an open lead
Go to the navigation bar and click Follow Up
.In the side menu, click Leads.
Open leads are shown. 
Use the filters to find the lead you want to view, then select the lead to view it.
Captured contact details are shown in the Call Summary section under Overview. Captured notes are shown at the bottom of the screen.
If the lead is attached to a customer and location record, you see the records linked in the Call Summary section.
If the lead isn’t attached to a customer or location Record, you see Lead listed above any captured details.
From the open lead you can:
Click Dismiss Lead to remove it from the Leads Follow Ups screen
Click Schedule Follow-Up to schedule a new follow-up date for the lead
Note: After you schedule a follow-up, go back to the Follow Up screen on the new date to check on and follow up on the lead.
Click Convert Lead to book a job from it
Click the phone number to call the lead—if a number was captured
Add follow-up notes
Edit existing notes
Remove notes
Pin notes to the top of the list
Unpin notes to remove them from the top of the list
If an open lead is already attached to a customer or location record, you can also find and view it directly from that record in the Leads section.
If notes have been copied from the lead to the customer or location record, those are listed along with any other notes in the record.
Find and view all open leads
Go to the navigation bar and click Follow Up
.In the side menu, click Leads.
Open leads are shown. 
You can filter your view of open leads by Business Unit, Campaign, Follow Up Start Date, and Follow Up End Date.
After filtering, you can sort the list of leads by clicking the headers.
After you've filtered and sorted your leads, you can prioritize which leads you want to call back or update.
Find and view dismissed and converted leads
To find dismissed and converted leads:
Go to the top toolbar and click Search
.Click the Search dropdown, then select Lead.
Use the filters to find the dismissed or converted lead you want to view.
Understand lead statuses
The status of the lead is listed at the top of the screen:
Open: No job has been booked directly from this specific lead.
Converted: A job has been booked directly from this specific lead.
Dismissed: Either the lead has been dismissed directly from this specific lead record, or no follow-up was logged when it was captured on the Call Booking screen.