---
title: "View leads from an incoming call"
slug: "view-leads-from-an-incoming-call"
updated: 2026-03-31T13:42:26Z
published: 2026-03-31T13:42:26Z
---

> ## 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.

# View leads from an incoming call

## 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](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 that is classified as a *Lead*. For more, see [Set up call reasons](/v1/docs/set-up-call-reasons).
- Leads from chats must be [created manually](/v1/docs/capture-a-lead-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](/v1/docs/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:

1. Click the **Lead** tab and select a lead from the table. ![Customer search interface displaying leads and customer details in a table format.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-leads-from-an-incoming-call-image-uislliqo.png)The lead opens in a new tab. ![Overview of lead details including follow-up notes and contact information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-leads-from-an-incoming-call-image-heb4j7jn.png)
2. Review the lead to see if the person is calling about the same issue.
3. If they are and they’d like to book a job, click [Convert Lead](/v1/docs/convert-a-lead-to-a-job).

## Want to learn more?

- Visit ServiceTitan Academy to enroll in [Job Booking Basics](https://servicetitan.docebosaas.com/learn/courses/376/job-booking-basics)
- 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 [Use the Follow Up screen to find and view captured leads](/v1/docs/use-the-follow-up-screen-to-find-and-view-captured-leads)
- See [Convert a lead to a job](/v1/docs/convert-a-lead-to-a-job)