Service Titan Knowledge Base

Leads IntegrationsLast updated on 09/27/2022

Use Leads Integration to set up and manage booking requests you receive directly from your lead sources, such as online booking forms and call screens in ServiceTitan. This helps you convert more leads to jobs, all in one place. With this feature, you can:

  • Efficiently manage booking requests from the booking screen using an integrated solution

  • Automate lead entry, reducing time spent and potential errors

  • Manage and control your integration, including setup, viewing agreements, and editing job types


Things to know

  • A Setup is required to enable Leads Integration.

  • Only users with Administrator or Owner roles can accept the data agreement.

  • If the customer didn’t mention any preferred date for the contractor visit, the contractor needs to contact them to schedule a date/time.

  • If a Standard Job Type has multiple Custom Job types and/or Business Units mappings, the Job Type and business units don't pre-populate on the job booking screen.


Integration with a Leads Source

Before you can begin receiving leads from available lead sources in ServiceTitan, complete these setup steps to configure each integration with your ServiceTitan account.

  • Step 1: Accept the authorization form

  • Step 2: Authorize your integration

  • Step 3: Map job types to business units

  • Step 4: Map job types in Marketing Integrations

Step 1: Accept the authorization form

You must review and accept the terms of the Authorization Form in ServiceTitan. With each integration, providers can view the Authorization Form. Note: Only administrators and owners can accept the authorization form.

To accept the authorization form:

  1. Go to the navigation bar and click Settings settings.png . In the side panel, click Integrations > Marketing Integrations.

  2. Click Configure next to the integration you want to accept the authorization form for.

  3. When the Authorization Form page opens, read through the authorization form. When you’re finished, select that you’ve read and click Agree.

Tip: Click Download PDF to download the agreement for future reference. Another way to view the agreement in the future is to click More more from the integration screen and select View Agreement.

Step 2: Authorize your integration

After you accept the Authorization Form, connect your lead source account to ServiceTitan. You’re prompted to log in and permit the connection from the integration screen.

To authorize your integration:

  1. Click Sign in with [lead source name]. The lead source account login window opens.

  2. Log in to your lead source account.

  3. When you’re finished, click Continue.

  4. Go back to ServiceTitan to finish pairing. Note: Once you connect your account with your lead source, you will receive information from your lead source about the accounts and profiles included in the integration.

  5. After your account is connected, you can assign business units (BUs) to this account:

    • If you have profiles set up, select BUs for each profile. This helps us communicate efficiently with the lead source to receive and post the correct leads on your booking screen.

    • If you don’t have profiles set up or you have more than one account, select the BUs you want to associate with the account.

  6. When you’re finished, click Save. This takes you to step 3 to map job types.

Step 3: Map job types to business units

After authorizing the integration, configure the integration by setting the default job type mapping. This will help you save time once you begin using the integration. Additionally, mapping job types helps us receive and post the leads correctly for you on the booking screen.

Under each vertical which applies to your business (HVAC, Plumbing, Electrical, and more.), map your job types to ServiceTitan standard job types. Then, apply the BUs that will service these job types.

After this step is completed, the integration launches and you begin receiving leads from the marketing vendor.

Note: You only need to do this once and the job type mapping will be leveraged for future integrations as well. If you have already completed mapping your job types to the standard job types, you will not need to do this again. For example, if you are already using the Google Local Services Integration, you will not need to complete this step as you have already completed it.

To map job types to business units:

  1. Go to the navigation bar and click Settings settings.png . In the side panel, click Integrations > Marketing Integrations.

  2. Click Configure next to the integration you want to work with. The integration screen opens.

  3. Click Job Types. The Job Types window opens.

  4. Click Go To Job Type Mapping to go and map job types. The Job Type Mapping screen opens.

  5. On the Job Type Mapping page, map the Standard Job Types to your job types and  business units. For more information, see Map Job Types.

  6. When you’re finished, click Save Changes.

  7. Click Return to Integration Setup. In the integration screen that opens, you can find the job types and the BUs that are part of the leads integration.

  8. Review the job type mapping. When you’re finished, click Finish to complete the integration setup.

Step 4: Map job types in Marketing Integrations

To enable or disable job types configured in global Job Type Mapping:

  1. Go to the navigation bar and click Settings settings.png . In the side panel, click Integrations > Marketing Integrations.

  2. Click Configure next to the integration you want to work with.

  3. In the integration screen that opens, click Job Types.

  4. Select the trade you want to disable any of its standard job types, and toggle Enabled if you want to disable the job type. Note: Enabled toggle is active by default.

  5. When you’re finished, click Finish. Your integration is set up and ready to receive booking requests in ServiceTitan. Note: You can also disable the lead source integration temporarily by toggling Enabled.

    Tips: You can resume configuration at any stage by clicking Finish Editing next to the integration.


Real-Time Availability (RTA)

ServiceTitan shares your real-time availability with the lead source website so as to provide an accurate booking experience to potential customers. The real-time availability calculation is based on your capacity. This feature is enabled by default if your lead source provides real-time availability on their website.


Edit integration with Leads Sources

  1. Go to the navigation bar and click Settings settings.png . In the side panel, click Integrations > Marketing Integrations.

  2. Click Edit next to the integration you want to update.

  3. Edit your content as needed. When you’re finished, click Save.


Book a job from a lead

To book a job for a lead you’ve received:

  1. Go to the navigation bar and click Calls, then click Bookings. The Bookings window opens.

  2. Select the lead you want to book. Note: On the booking card you can view the customer’s contact information, leads submitted and scheduled dates, extra details provided by the unique partner, and the leads’ integration and logo.

  3. Review lead details and click Accept.

  4. Enter any job details and select the marketing campaign to complete booking the job.


Alerts

You can set up Alerts to get an email when a booking is received, dismissed, and more.

Alerts in ServiceTitan can be used to notify office employees and technicians when important changes occur. Use alerts to ensure that your entire staff stays on track and up-to-date.

Note: For additional details, see the Use alerts topic in the Knowledge Base.


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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.