Speed to Lead is a new feature that automatically engages incoming leads with an AI-powered SMS conversation and books jobs in real time, so you never lose a lead to slow follow-up.
What's new?
Before Speed to Lead, new leads from sources like Facebook, Angi, Thumbtack, and web forms sat in ServiceTitan until a customer service representative (CSR) could follow up. During busy hours, after-hours, or weekends, that delay often meant the homeowner had already called a competitor. Speed to Lead changes this by automatically sending a personalized SMS to every new lead within 30 seconds. An AI-powered agent handles the conversation, offers real-time availability from Adaptive Capacity, confirms the job type, and books the appointment directly to the dispatch board. You can set up multiple campaigns by lead source, customize your follow-up cadence for SMS and voice, and track conversion rates from a built-in insights dashboard.
Resources
Before and After
Before (Current)
A new lead enters ServiceTitan from an external source such as Angi or Facebook.
The lead sits in the queue until a CSR is available to review it.
The CSR manually calls or texts the homeowner, often hours or days later.
By the time the CSR reaches out, the homeowner may have already booked with another company.
Leads that come in after hours or on weekends are not contacted until the next business day.
Impact: Slow response times lead to lost revenue. Leads that wait more than five minutes are significantly less likely to convert into booked jobs.
After
A new lead enters ServiceTitan from an external source.
Within seconds, Speed to Lead sends the homeowner a personalized SMS following up on their request.
The AI agent handles the back-and-forth conversation, confirms the job type, and books the appointment automatically with a seamless option to escalate to a human agent for complex or sensitive interactions.
If the homeowner does not respond, the system follows up with additional texts on a schedule you configure, and optionally places an outbound voice call.
You review conversion rates, response rates, and revenue impact from the insights dashboard.
Impact: Leads are engaged within seconds, day or night, without CSR involvement. Faster response times mean more booked jobs and less revenue lost to competitors.
Who uses this feature
Residential Service and Replacement
Administrators, CSRs
Region availability: USA, CAN
How it works for your industry
Residential Service and Replacement
A plumbing company receives a lead from Angi at 7:45 PM after the office has closed. Speed to Lead sends the homeowner an SMS within seconds, offers the next available morning slot, and books a diagnostic visit without any customer service representative (CSR) involvement.
An HVAC company runs a spring tune-up campaign on Facebook. As leads come in throughout the weekend, Speed to Lead engages each one with a personalized message and books tune-up appointments using real-time availability from Adaptive Capacity.
An electrical contractor receives a Google Local Services Ad (LSA) lead while CSRs are handling a high call volume. Speed to Lead picks up the lead instantly, confirms the job type through the SMS conversation, and books the appointment before the homeowner shops around.
How to prepare?
This feature is only available to Max and Virtual Agent customers. It is not available for any customers currently using the ServiceTitan CRM feature.
Have an administrator reach out to your Pro Account Manager (PAM) or your Customer Success Manager (CSM) to have Speed to Lead and any prerequisite configurations (including Adaptive Capacity) enabled.
Confirm that the View Customer Chats permission is turned on for team members who need to monitor Speed to Lead conversations, and that the Send Message permission is enabled for anyone who needs to take over a conversation from the AI agent.
Identify your highest-volume lead sources, such as Facebook, Angi, Thumbtack, and Google LSA, and plan which campaigns you want to set up first in the Growth AI Goals section.
Train your CSRs on how to review AI-handled interactions in the Interactions tab, take over conversations when needed, and follow up on leads that the agent could not book.
Bookmark any knowledge base articles or Academy videos for team training.