Service Titan Knowledge Base

Call Bubbles are duplicated for inbound calls or are appearing for outbound callsLast updated on 05/19/2022

This article helps you understand why Call Bubbles are duplicated for the same inbound phone call or are appearing for outbound calls, and how to resolve the issue.


Problem

The problem is that the Call Bubbles are duplicated for the same phone call or are appearing for outbound calls.


Solution

ServiceTitan phone integration allows you to track customer calls in the system if numbers are set up properly.

When you receive a call from the ServiceTitan tracking number, CSRs should see one green bubble in the Call Booking screen for each customer’s call. Sometimes incoming customer calls can lead to multiple call bubbles per customer, which indicates that the dialed tracking number is forwarded to an outside number that is redirected to another tracking number.

For outbound calls using click-to-call, users should not see any call bubbles on the Call Booking screen. Call bubbles appearing for outbound calls indicate that the user making the outbound call has an incorrect phone number setup (most likely a ServiceTitan tracking number or a number that’s forwarding to a ServiceTitan tracking number) in their user profile. Make sure the user does not have any tracking numbers set up in their user profile.

To resolve the call bubble issue, follow the respective workflow:


Make test calls to the tracking number

To make test calls to the tracking number:

  1. Notify the user that you will make test calls to their tracking number.

  2. Go to the Call Booking screen.

  3. Call the tracking number that has an issue.

  4. Check whether or not multiple call bubbles appear for your call.

If multiple call bubbles appear, go to the next section for additional troubleshooting steps.

If only one call bubble appears, ask the user to provide additional tracking number examples.

Note: If you can't replicate, collect as many tracking number examples as you can and contact the Telecom team.


Make test calls to the forwarding number

To make test calls to the forwarding number:

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

  2. Go to Phones > Phone Numbers.

  3. Find the tracking number that you have tested in the Make test calls to the tracking number workflow. Note: See the Forwarding Number for that specific tracking number.

  4. Go to the Call Booking screen.

  5. Call the Forwarding Number.

  6. Check whether or not a call bubble appears for this call.

If a call bubble appears for this call, it indicates that the Forwarding Number is redirected to one of the user’s other tracking numbers because Forwarding Numbers should not produce call bubbles. To solve this issue:

  • Contact your provider to set the Forwarding Number to redirect to a non-ServiceTitan tracking number.

  • Remove the number that the Forwarding Number is redirected to.


Check the user profile’s phone number setup

Follow the steps below to help troubleshoot if call bubbles are appearing when using outbound click-to-call.

  1. If you are troubleshooting the issue on behalf of the affected user, notify the user that you will be making test calls to their number.

  2. In ServiceTitan, go to the navigation bar and click Settings.

  3. If the affected user is a technician, go to People > Technicians. If the affected user is an office employee, go to People > Technicians.

  4. Find the affected user and click Edit next to their profile.

  5. For technicians, find the number in the Mobile Phone field on the user’s Edit Technician page. For office employees, find the Office Phone field on the user’s Edit Employee page.

  6. While looking at the Call Booking screen, place a test call to the phone number mentioned in the previous step (5). If there are call bubbles appearing for your test call, this indicates that the number in the user’s profile is either a ServiceTitan tracking number or is forwarding to a ServiceTitan tracking number, which is not a recommended setup. Instead, the user should have their mobile number in the aforementioned Phone field (as long as it’s not connected to any ST tracking numbers).

  7. The user can save their mobile number into their user profile’s aforementioned Phone field from step 5 and place an additional outbound test via click-to-call. There should be no call bubbles that appear for this call. If call bubbles are still appearing for an outbound call even though the user’s profile number isn’t associated with a tracking number, please reach out to the Support Team for further investigation.


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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.