Contact Management transforms how you handle contact information in ServiceTitan by introducing centralized, independent contact records that can be linked to multiple customers and locations. With enriched data fields like names and titles, and a Contact Hub to manage everything in one place, you can add or update contacts in bulk, save time on manual updates, and quickly find the right person when you need them. The streamlined system ensures accurate, accessible, and organized contact information across your entire operation.
Early Access Feature
This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, fill out the form.
Setup
What you need to get started
When you get started with Contact Management in ServiceTitan, our team will perform a migration process on the backend. Use the checklists below during migration to help ensure a smooth transition.
Before migration
Inform your technicians that you'll be making an upcoming sign out request so they can see customer contacts. They'll need to reset their password if they haven't done it in over six months.
(Optional) Decide which titles you want your team to use for customer contacts, such as Homeowner, Property Manager, and so on. This helps to ensure consistency in your records.
Migration day
Remind your technicians they must sign out and sign back in to ServiceTitan before they'll see customer contacts. They'll need to reset their password if they haven't done it in over six months.
ServiceTitan performs the migration process outside of your business hours so your office employees will see customer contacts the next time they sign in.
After migration
Start your clean-up process. We recommend that you:
Review contacts and merge them as needed, adding names and titles when you make updates. For steps on how to merge contacts, see the FAQ below titled How do I merge contact records?
Check your customer and location records with appointments over the next seven days. See Manage tab for how to do this.
Check your top customer records.
Check your customers and location records that have contacts that might also have a connection to other customers and locations.
Contact Management overview
Contact Management streamlines the way contact data is stored and updated, eliminating duplication. Use Contact Management to:
Save time: Reduce time spent keeping contacts in sync across customer and location records.
Bulk add and update contacts: Add and update contacts in bulk across a customer record and its associated location records.
Manage all contacts in one place: Use the new Contact Hub to create, view, manage, and update all your contact records in one place, streamlining your contact management workflows.
Quickly identify contacts: Add attributes like name, title, and label that make it easy to identify the right contact quickly.
Contact Management introduces contacts that:
Are independent of customer and location records
Can be associated with multiple customer and location records
Can hold more data, such as names and titles
Key workflows
Manage contacts and their associations with customers and locations
Efficiently manage all your active and inactive contact records in Contact Hub or Customer and Location records.
Create, edit, and deactivate a contact record
Efficiently create, edit, delete, deactivate, and reactivate contacts to ensure accurate and up-to-date records for streamlined communication.
Use contact labels
Use labels to add additional context beyond titles to contacts and contact methods.
Add notes to a contact
Use notes to consolidate important information in one place, enabling seamless sharing with office employees.
Troubleshooting and FAQ
FAQ
Check the most frequently asked questions about Contact Management.
What is the difference between a customer record, location record, and contact record?
Customer Records: Represent the bill-to party paying for services. The address you list on customer records is the billing address.
Location Records: Represent the service location where work is performed. The address you list on location records is the service address where technicians perform work.
Contact Records: Represent the person you need to be in touch with for payments, services, and other communications.
You can find customer and location records in Search. You can find contact records in Contact Hub or the Contacts section of customer and location records.
Each contact record can have multiple contact methods (phone, email, and more), and you can associate a contact record with multiple customer and location records.
For example, let’s say you have a customer with multiple properties. You’ve determined you need several customer records for billing, as well as several location records for jobs. There is one person who manages billing and one person who manages all the properties. In this scenario, you would use one contact record for Billing, one contact record for Scheduling, and associate both of those contact records with each respective customer and location record.
Is there a way to have the Customer Type be selected by default when CSRs create new customer records?
Yes. In Settings
> Operations > Customer, you can set a Default Customer Type. This is helpful if your company primarily works with a certain type of customer. You can set one of the following options to be selected by default when creating new customer records:
Residential: Selecting this option makes the Residential Customer Type and the Service Location is the same as Customer Billing Address box selected by default when CSRs create new customer records.
Note: If needed, CSRs can still manually select a different Customer Type and set a different Service Location address when creating a new customer.
Commercial: Selecting this option makes the Commercial Customer Type selected by default and opens separate address fields for the Service Location when CSRs create new customer records.
Note: If needed, CSRs can still manually select a different Customer Type and set the Service Location address to be the same as the billing address when creating a new customer.
None: Selecting this option means no Customer Type will be selected by default. CSRs will need to manually select the Customer Type and fill out the appropriate fields when creating new customer records.
Can I see a contact's name and title in other places besides the contact record itself?
Yes, anywhere that contact method memo notes show up in ServiceTitan, the name and title listed in the contact record also now appear. The contact’s name and title are listed within the memo field, right before any memo notes.Note: You can only edit contacts, including contact method memos, from the actual contact record. Contacts that appear next to memo notes are view-only.
For example,
In ServiceTitan Mobile, the contact’s name and title show up automatically in the memo notes.
On a job or project record, you might only see part of the name, title, and memo since space is limited, but you can hover over the memo field to see everything.
Tip: If you have many different contacts associated with a single customer or location record, memos can take up a lot of space. We recommend keeping memo notes as brief as possible to more easily identify contact names and titles.
What is the purpose of contact labels, and can I control how contacts are ordered?
Labels help organize and find contacts. You can create custom labels or use system labels such as Primary and Mobile. The Primary label shows the contact or contact method at the top of the contact list on customer or location records. If more than one contact is marked Primary, they will appear in alphabetical order. The Mobile label controls what shows in the mobile app. Only contacts or contact methods with the Mobile label appear in the mobile view. For example, if a customer has three contacts but only one has a Mobile label, only that contact is visible in the app.