Overview
When you get incoming calls and click the call bubble, check the Lead tab in the Search for customer section on the Calls screen to see if a lead already exists for the caller. This helps you avoid creating a duplicate lead.
Who uses this feature
CSRs
Applies to all business types
Feature configurations
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. For more, see Set up call reasons.
Leads from chats must be created manually.
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.
View leads from an incoming call
After you click the green call bubble for an incoming call:
Click the Lead tab and select a lead from the table.
The lead opens in a new tab.
Review the lead to see if the person is calling about the same issue.
If they are and they’d like to book a job, click Convert Lead.
Want to learn more?
Visit ServiceTitan Academy to enroll in Job Booking Basics
See Use the Follow Up screen to find and view captured leads