Service Titan Knowledge Base

Use customer leadsLast updated on 01/20/2023

Customer leads allow you to save information about incoming inquiries that don’t immediately turn into jobs. Saved leads give you the opportunity to follow up on these inquiries and book jobs from them.

Before you start using leads, make sure an administrator has created Call Reason codes that are appropriately marked as a lead or not a lead. For more, see Set up Call Reasons.


Things to know

  • Leads don’t work with chats.

  • To prevent leads that have actually been converted to a job from remaining open, be sure to book the related job through the lead screen.

  • If you cancel a job that has been booked through a lead, be sure to change that lead's status back to Open, if applicable. Canceling a job that has been booked through a lead doesn’t automatically change that lead's status back to Open.

  • Dismissed leads can be manually converted back to Open status.

  • When you try to convert a lead by booking a job from the Calls screen but you don't book the job, be sure to select a reason code that isn’t a lead. This prevents you from creating another lead from that lead.


Create a lead

  1. In ServiceTitan, go to the navigation bar and click Calls.

  2. Click the incoming call bubble, manual call, or booking that you want to use to create the lead. To learn more about calls, see Answer incoming calls and Place outbound calls. For more about bookings, see Manage bookings.

  3. Search for and click the correct location.

    If the customer or location isn't in ServiceTitan, add them. For more, see Add a new customer.

  4. Add the marketing campaign and all other job details.

  5. If you're creating a lead from a manual or incoming call, close the call bubble.

  6. If it's a booking, on the Booking screen that opens, click Dismiss.

    1. On the next screen, click the Call Reason dropdown and select a call reason that serves as a lead. Select Follow up call if you want the lead to be open. If you choose not to log a follow up, the lead will be created in Dismissed status.

    2. If the option is available, select a campaign and follow up option and add any relevant details to the Summary box.

  7. When you’re finished, click Submit & Close to create a lead.

Leads without customers and locations

When you want to close most calls that are leads, select a location. However, there are some situations where you might want to close out a call without selecting a location.

Examples:

  • You aren’t able to convince a potential customer who calls you to book a job because they want an exact price quote over the phone. They are still interested and are a valid lead, but you don’t know the location for the potential job.

  •  A customer might want a call back but doesn’t want to give out their address.

When you close out a call without selecting a location, the call reasons screen may remind you that you haven’t selected a location, but you can still close out.

View leads

You can view created leads together or individually.

View all leads

Use this list of leads to periodically review all of them and see if you can convert them into jobs.

  1. In ServiceTitan, go to the navigation bar and click Follow Up follow-up.

  2. Under the Follow Ups menu, click Leads.

Open leads are displayed.

You can filter your view of open leads by Business Unit, Campaign, Follow Up Start Date, and Follow Up End Date.

After filtering, sort the list of leads by clicking the headers.

View a lead

Individual leads can be found through the leads section under the Follow Up section. You can also find them using search. Click on a lead to take action on that lead.

You can dismiss the lead, add follow-up notes, schedule a follow-up, click to call the customer, or convert the lead.

The status of the lead is at the top:

  • 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 the specific lead or no follow-up was logged from the Calls screen.


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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.