Service Titan Knowledge Base

Dynamic Call Tracking using DNILast updated on 09/23/2022

With the ServiceTitan Dynamic Call Tracking feature integrating Dynamic Number Insertion (DNI) technology, your business attributes key marketing data to the phone calls generated from your marketing campaigns, social websites, and any other traffic to your website. DNI automates the capturing of marketing attribution data from website visitors by tying it to the phone calls that help marketers improve conversion rates, customer acquisition, and ROI.

Because the ServiceTitan Dynamic Call Tracking using the DNI feature is connected to other features you use to manage your phones, ServiceTitan can improve the homeowner’s call experience by shortening the amount of call jumps it would take with a 3rd party DNI solution.

Dynamic Call Tracking using DNI allows։

  • Coverage of the online-offline attribution gap

  • Better estimation of the ROI

  • Improved visibility of campaigns performance

  • Better marketing campaign reporting


Things to know

  • Setup is required to enable the Dynamic Call Tracking using the DNI feature

  • You can configure Dynamic Call Tracking using DNI only if you have Google Ads configured

  • You need a Dynamic Call Tracking using DNI configuration for every website you work on

  • ServiceTitan supports configuring more than one Dynamic Call Tracking using DNI on the same webpage for different locations

  • After your ads create a call in ServiceTitan via telecom, a conversion event is sent to the Google Ads and Google Analytics accounts that you have connected to your ServiceTitan account


Dynamic Call Tracking using DNI configuration

Dynamic Call Tracking using DNI automates the capturing of marketing attribution data from website visitors by connecting it to the phone calls that help marketers improve conversion rates, customer acquisition, and ROI.

Note: You need to install a javascript snippet on your website in this setup.

Step 1: Set up Dynamic Call Tracking using DNI

You can set up the Dynamic Call Tracking using DNI in ServiceTitan in two ways:

From Analytics, if you are configuring the Dynamic Call Tracking using DNI for the first time:

  1. Go to the navigation bar and click Marketing > Ads. The Ads page opens.

  2. In the header, click Begin Setup. The Dynamic Call Tracking (DNI) configuration page opens.

Or, from Settings:

  1. Go to the navigation bar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure. The Dynamic Call Tracking (DNI) page opens.

Step 2: Add a website and Phone Number

You need to install separate Dynamic Call Tracking using DNI-s for each website you work on.

Add a Dynamic Call Tracking using DNI configuration

Adding a Dynamic Call Tracking using DNI takes five steps:

  1. Setup Website and Phone Number—Basic settings for social website from which DNI will attribute advertisements, and the phone number displayed on the website

  2. Dynamic Number Insertion (DNI) Setup Guide—Copy the JavaScript code and install it on your website

  3. Allocate Phone Numbers—Add and create unique tracking phone numbers to your DNI

  4. Test  Dynamic Call Tracking—Test the Dynamic Call Tracking configuration and the website attributed to it

  5. Complete—Finalize the Dynamic Call Tracking installation and go back to Ads. Or, create a new Dynamic Call Tracking using DNI website and number

Step 1: Setup Website and Phone Number
  1. In Marketing Integrations, next to Dynamic Call Tracking (DNI) click Configure. The Dynamic Call Tracking (DNI)page opens.

  2. To add a website and a phone number, click Add New.

  3. Enter the Website Domain from which the Dynamic Call Tracking using DNI instance attributes ads, keywords, and online content. Note: It is recommended not to use http:// or https:// and /path/to/anything.html.

  4. Enter the unique Phone Number of your website which the Dynamic Call Tracking using DNI replaces.

  5. When you’re done, click Next. This opens the Dynamic Number Insertion (DNI) Setup Guide step.

Step 2: Dynamic Number Insertion (DNI) Setup Guide

In the Dynamic Number Insertion (DNI) Setup Guide step, you can read the self-setup instructions and copy the JavaScript code.

  1. To read the step-by-step guide about how to set up Dynamic Number Insertion (DNI) on your website, click Read Guide. The DNI Website Setup Guide opens in PDF format.

  2. Read and follow the steps in the guide.

  3. Click Copy Code, to copy the JavaScript snippet and paste it to each page on the global header of your website.

  4. When you’re done, click Next. This takes you to the Allocate Phone Numbers step.

Step 3: Allocate Phone Numbers

You need to allocate inactive tracking numbers to your account to track customers and actions.

  1. In Step 3: Allocate Phone Numbers, click Add new number in the Available phone number column to create new numbers to associate to your account.

  2. In Available phone numbers, click + Add new numbers. Add new number opens.

    1. Enter details and make selections for:

      1. Local Number or Toll-Free Number—Select Local Number for a local site and Toll-Free Number for a regional or national site.

      2. Area Code and/or Zip (Local Number only)—Enter the area code or ZIP code you want the tracking number to correspond to.

      3. Contains (optional)—If you want your tracking number to include a particular set of digits, enter them here.

    2. Click Search Numbers. Search Results opens.

    3. Select a tracking number for DNI pool and click Choose Number. Set Forwarding Number opens.

    4. Enter the phone number at which you want to receive attributes for this website. For Allow Incoming SMS?, select Yes if the tracking number can receive text messages, and select No if not. The tracking number you chose now shows under Available phone numbers.

      Tips: To add a few phone numbers at once, click Add new number.

  3. To allocate phone numbers to the Selected phone numbers, select 25 phone numbers from the Available phone numbers, and click Add. Note: You can add more than 25 available phone numbers but you can only select 25 to move to the Selected phone numbers.

  4. Repeat the steps above to add at least 25 phone numbers to the DNI pool.

    Tip: To save time, click Add 25 Toll-Free numbers to generate 25 phone numbers in the Available phone numbers, then select and add them to Selected phone numbers.

  5. When you're done adding allocated phone numbers, click Next.

Step 4: Test Dynamic Call Tracking

To ensure that your attribution tool is ready, test your Dynamic Call Tracking installation.

  1. Click Start, in the Test Test Dynamic Call Tracking step. This tests

    • Setting up DNI

    • Testing DNI

    • Successful testing DNI

  2. If the Dynamic Call Tracking testing is successful, click Finish to move to step 5: Complete.

Step 5: Complete

To finalize the DNI installation, click View Ads Performance to go to Ads Dashboard.

Note: You can add a new number and website for DNI and repeat the steps above through Click here.

Edit a Dynamic Call Tracking using DNI configuration

  1. Go to the navigation bar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure. The Dynamic Call Tracking (DNI) page opens.

  3. Click the Edit icon-pencil.png and update the  Configured or Incomplete Dynamic Call Tracking (DNI) configurations.

  4. Editing a configuration takes you to the Add a DNI configuration. Follow the same steps and update configuration details as needed.

Delete a Dynamic Call Tracking using DNI configuration

  1. Go to the navigation bar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure. The Dynamic Call Tracking (DNI) page opens.

  3. Click the Configured or Incomplete Dynamic Call Tracking (DNI configuration you want to delete. The Step 1: Setup Website and Phone Number page opens.

  4. Click Delete and confirm the Dynamic Call Tracking (DNI) configuration removal.


Integrate 3rd Party Dynamic Call Tracking (DNI) Provider

You can now configure 3rd party DNI provider to your ServiceTitan account to track external calls for job bookings.

  1. Go to the navigation bar and click Settings > Integrations > Marketing Integrations.

  2. Next to Dynamic Call Tracking (DNI) click Configure. The Dynamic Call Tracking (DNI) page opens.

  3. Click Download PDF.

  4. Read and follow up the instructions to set up the 3rd Party DNI Provider.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.