Service Titan Knowledge Base

Set up the Call Booking Process: recommended workflowLast updated on 12/16/2021

The article helps you understand and set up the Call Booking process.


Things to know

  • You can book a job in the Call Booking screen, in the Location screen, in the Project page, as well as in the Job screen and the Sold Estimates screen. To do this, follow the Book a job workflow.

  • You can attach a call to the existing customer both in the Job screen and Location or Customer screen. To do this, follow the Attach a call workflow.

  • If you add an attachment to the job, email the invoice, edit the job, and add a task in the invoice, the call will not link to the job.

  • If you add an attachment to the Customer or Location screen, the call will not link to the job.

  • After clicking a call bubble, if a note is left on a different customer or location record, the note will remain unless a job is booked for the call. The call is associated with the customer for which the job has been booked.

  • In the Call Booking screen, you can create a customer, create an estimate. Use the Create a Customer and build an Estimate workflow.


Workflows

Search for a Customer

To search for a Customer in the Search field:

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

  2. In the Search field, select Customer.

  3. You can search the Customer by name, contact information, billing address, and customer balance.

  4. Click the Customer name.

To search for the customer in the Call Booking screen:

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

  2. In the Call Booking screen, search for the Customer by name, address and phone. Note: Inactive locations don’t appear in the list.

  3. Click the customer name or the location to see the job history, contact information and more.


Book a job

In the Call Booking screen:

  1. Click the green incoming call bubble that matches the caller ID for the customer who is on the phone with you. The customer record automatically comes up. Note: Green call bubbles only appear for calls that come from numbers that have been ported over to ServiceTitan. If you have not ported over a phone number, any calls made to it won't trigger a green call bubble.

  2. In the Overview section, provide the job details:

    • Job Type—Job type selection can filter Business Unit field’s options.

    • Business Unit—Job type selection filters Business Unit field’s options.

    • Start Date and Start Time—The fields are auto-filled with today’s date and round to the nearest hour. Note: If the Enable custom arrival windows on jobs configuration is enabled, these fields will not be auto-filled.

    • Marketing Campaign—Pre-populates with a call campaign. Can be modified prior to booking the job.

    • Priority—Not required for a job booking, but is pre-populated with a default priority level that matches the Job Type field’s selection. Can be modified prior to and after booking a job.

    • Technician—You can enter more than one technician. Note: The first technician assigned gets 100% of splits.

    • Tags— Some are pre-populated based on membership status and job detail selections. Can be modified prior to booking a job.

    • Summary—Pre-populates the job summary entered in the Job Type field. Often used as a call script. Note: This field is not customer facing.

  3. Click Book job.

If you are booking a job that doesn't have an incoming call:

  1. Click Manual job or Book a manual job.

  2. Use the Search for a Customer workflow to get started with the booking process.

To book a job in the Location page:

  1. In ServiceTitan, go to the navigation bar, click Search.

  2. In the Search field, select Location.

  3. Select the Customer.

  4. In the Location screen, click Book Job.

To book a job in the Project page:

  1. In the Location screen, click Create Project.

  2. In the Project page, click Book new job.

To book a call in the Job screen:

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

  2. In the Search field, select Job.

  3. Select the customer job.

  4. Click the Actions button.

  5. Select one of the following options:

  • Lead—Technician generated leads.

  • Recall—Technician goes back to a location after previously completing work there to correct a possible mistake.

  • Warranty—Technician goes back to a location after previously completing work there to service equipment that has malfunctioned but is covered under warranty.

To book a call in the Sold Estimates screen: Note: When an estimate is sold, and a technician taps Perform Work Later in ServiceTitan Mobile, you can book the job in ServiceTitan.

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

  2. Click Sold Estimates.

  3. In the Sold Estimates section, use the filter and select the sold estimate.

  4. In the Estimate screen, select the box next to the task.

  5. Click Book new job.


Attach a call

In the Job screen:

  • If you leave a note or update the invoice details, the call will link to the job record. You get the same result, if you take the following actions in the Job screen:

  1. Click the Actions dropdown.

  2. Select one of the following options:

  • Dispatch/Cancel Dispatch

  • Arrive/Done Working

  • Reschedule

  • Hold

  • Cancel

  • Recall

  • Warranty

  • Lead

In the Customer screen:

  1. In the Notes field, leave a note.

  2. Click Save.

Note: The calls are automatically marked as excused, regardless of the duration of the call, when they are attached to an existing job or the customer record via a note or taking a job action.


Create a Customer and build an Estimate

To create a Customer:

  1. In the Call Booking screen, click New customer.

  2. Provide the details and click Save.

To build an Estimate in the Call Booking screen:

  1. Fill in the fields in the Overview section. Note: The Business Units and Job Summary fields are required.

  2. Click Build estimate. Note: The location or customer information is required if the Allow building estimates without customer/location configuration is off.


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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.