Set up call reasonsLast updated on 09/14/2022
Set up your call reasons to drive your call metrics, CSR performance data, and marketing reports. You can run reports and listen to call recordings to make sure the correct call reason is applied.
Things to know
Read about call classifications to understand the importance of call reasons.
For more information about editing calls and listening to calls, see Reclassify and edit calls.
ServiceTitan treats all calls lasting over 60 seconds as potential leads that can be converted into booked jobs unless the call is specifically indicated as not a lead. You can set up Call Reasons that automatically excuse calls as not a lead. For more information, see Set up a Call Reason as a lead vs. not a lead.
Close out a call, if no job is booked
If a CSR hangs up the phone and the call did not result in a booked job:
The call bubble goes gray.
The call bubble remains on the Call Booking screen until the CSR closes out the call.
To close out the call, the CSR needs to click the X in the call bubble. The CSR is prompted to enter a Call Reason.
The call reason determines whether or not the call is treated as a lead. Note: Once the CSR clicks Book Job, the call the CSR is on is immediately cleared off the Call Booking screen. There's no need to close out the call or select a call reason. The call is automatically classified as a Booked Call.
Set up a Call Reason as a lead vs. not a lead
In ServiceTitan, go to Settings > Call Reasons.
On the Call Reasons screen, the Is Lead checkbox determines how the call gets classified in ServiceTitan when this Call Reason is applied.
Note: Although ServiceTitan doesn’t allow you to delete a Call Reason to maintain the integrity of your reporting, you can Deactivate a Call Reason if desired. CSRs may no longer use this Call Reason.
Add a call reason
Go to Settings > Operations > Call Reasons.
Click Add.
Enter a name for the Call Reason. Make sure it's something descriptive, so CSRs understand it and it has a meaning in your reporting.
Select the Is Lead? checkbox if the call is to be treated as a lead.
When you are done, click Save.
Edit a call reason
To edit a call reason:
Go to Settings > Operations > Call Reasons.
Find the call reason you want to edit and click Edit.
In the window that opens, make updates as needed and click Save when finished.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.