--- title: "Use the Follow Up screen to find and view captured leads" slug: "use-the-follow-up-screen-to-find-and-view-captured-leads" tags: ["Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - CSR Dispatch", "Type - Commercial", "Type - Residential"] updated: 2026-03-27T21:46:26Z published: 2026-03-27T21:46:26Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Use the Follow Up screen to find and view captured leads ## 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](/v1/docs/convert-a-lead-to-a-job). 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](http://go.servicetitan.com/ask) 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](/v1/docs/set-up-call-reasons) that is [classified as a Lead](/v1/docs/set-up-call-reasons#set-up-a-call-reason-as-a-lead-vs-not-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](/v1/docs/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 1. Go to the navigation bar and click **Follow Up**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-follow-up-inactive.png)****. 2. In the side menu, click **Leads**.![List of follow-up categories with 'Leads' highlighted for emphasis.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-fnbmhaxn.png)Open leads are shown. ![Leads section displaying customer information, including lead number and contact details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-74iur1zz.png) 3. Use the filters to find the lead you want to view, then select the lead to view it. 4. Captured contact details are shown in the *Call Summary* section under *Overview*. Captured notes are shown at the bottom of the screen. ![Lead details including summary, follow-up notes, and contact information for Jon Smith.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-n3g2ufl4.png) If the lead is attached to a customer and location record, you see the records linked in the *Call Summary* section. ![Call summary displaying customer details including location, phone, and email information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-8lmnsuuh.png) If the lead isn’t attached to a customer or location Record, you see *Lead* listed above any captured details. ![Overview of a call summary with lead details including phone and email information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-4waeod6d.png) 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](/v1/docs/convert-a-lead-to-a-job) - 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. ![Customer details for Brian Tran, including address and email information displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-h1vnnwjj.png) 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. ![Customer notes for Brian Tran, including service requests and follow-up reminders.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-mc2fvm7o.png) ## Find and view all open leads 1. Go to the navigation bar and click **Follow Up**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-follow-up-inactive.png) . 2. In the side menu, click **Leads**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-0sy5j56y.png)Open leads are shown. ![Leads section displaying customer information, including lead number and contact details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-0dmp0825.png) 3. You can filter your view of open leads by **Business Unit**, **Campaign**, **Follow Up Start Date**, and **Follow Up End Date**. ![Form fields for selecting business unit and follow-up dates in a leads management system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-cwzblsmb.png) 4. After filtering, you can sort the list of leads by clicking the **headers**. ![Table displaying lead information including lead number, customer name, and follow-up dates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-the-follow-up-screen-to-find-and-view-captured-leads-image-t2634zg9.png)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: 1. Go to the top toolbar and click **Search**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-legacy-search-outline.png)****. 2. Click the **Search** dropdown, then select **Lead**. 3. [Use the filters](/v1/docs/use-search-in-servicetitan#search-for-records) 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. ## Want to learn more? - See [Capture a lead from an incoming call](/v1/docs/capture-a-lead-from-an-incoming-call) - See [Capture a lead from a booking](/v1/docs/capture-a-lead-from-a-booking) - See [Capture a lead manually](/v1/docs/capture-a-lead-manually) - See [View leads from an incoming call](/v1/docs/view-leads-from-an-incoming-call) - See [Convert a lead to a job](/v1/docs/convert-a-lead-to-a-job)