Overview
When a salesperson creates an estimate that isn't immediately sold, it becomes an opportunity. These unsold estimates appear in the Follow-Up module, where your team can track and follow up to convert them into sold work.
This article explains how to view, filter, and manage unsold estimates in ServiceTitan's Follow-Up module to help increase conversion rates and recover potential revenue.
Who uses this feature
CSRs, Office employee
Primarily benefits Residential Construction and Commercial Construction business typescs
Primarily benefits Roofing and Exterior trades
Feature configuration
The View Follow Ups permission is required to access unsold estimates. Please contact the account administrator on your team.
The Edit Estimates in Follow Ups permission is required to manage opportunities and log follow-ups. Please contact the account administrator on your team.
Account configuration is required to use the Follow-Up screen. Please contact Technical Support or your customer success manager for details.
Things to know
When estimates are created on a booked job but are not sold, an opportunity is automatically created.
Multiple estimates from the same job are grouped into one opportunity. For example, if a customer received Good, Better, and Best estimate options, all three appear in one opportunity since only one can ultimately be sold.
Best practices
Review Unsold Estimates daily to ensure timely follow-ups and avoid missed opportunities.
Update opportunity status after each contact attempts to keep accurate records.
Review the follow-up history before calling to understand previous conversations and avoid repetition.
Use cases
A salesperson creates Good, Better, and Best estimates for a roof replacement, but the customer wants to think about it. All three estimates appear as one opportunity in Unsold Estimates. The CSR calls the customer two days later, they select the Better option, and the opportunity converts to Won.
View unsold estimates
The Unsold Estimates screen shows all estimates from booked jobs that have not been sold. Use filters to find specific opportunities and manage follow-ups systematically.
Go to the navigation bar and click Follow Up > Unsold Estimates.
The Unsold Estimates screen shows all open opportunities.Adjust filters to view specific opportunities:
Business Unit: Filter by specific business units such as Sales or Install.
Job Type: Filter by specific job types such as Estimate - Roofing
Technician: Filter by salesperson to see their specific opportunities.
Opportunity Status: Filter by Open (Not Attempted, Unreachable, Contacted), Won, or Dismissed.
Date Range: Filter by when estimates were created or when follow-ups are scheduled.
Start
End
Click on an opportunity to view details.
Note: You can see multiple estimates included in one opportunity. For example, if a customer received three estimate options (Good, Better, Best), all three appear in the same opportunity since only one can ultimately be sold.
Manage an opportunity
When you open an opportunity, you can take several actions to move it toward a sale.
Call the customer
Log a follow-up
Upload attachment
Call the customer
From the opportunity details screen, click Call the Customer.
Complete your phone conversation with the customer.
Based on the customer's response, take the appropriate next action:
If the customer wants to purchase, instruct them to access the customer portal and sign the contract. Log a follow up to check back if this is not completed by the customer. If the customer wants more time, log a follow-up
If the customer declines, dismiss the opportunity
Log a follow-up
After speaking with a customer who wants more time to decide, log a follow-up to schedule the next contact.
From the opportunity details screen, click Log a follow-up.
To add a note to the follow up:
Option 1: From the Log Templates dropdown, select an option to have a prewritten note in the notes field. Common templates include:
Tip: You can create custom log templates in Settings to standardize your follow-up communications.
Customer Contacted - Waiting on Decision
Customer Unreachable - Left Message
Customer Requested Follow-up in One Week
Option 2: Add any additional comments or a note from scratch in the Notes field.
In the Change appointment date field, select the next for appointment.
Select the appropriate checkboxes:
Successfully reached the customer: Check this if you spoke directly with the customer. This updates the opportunity status to Contacted.
Copy to Customer Notes: Check this to add the follow-up note to the customer record
Copy to Location Notes: Check this to add the follow-up note to the location record
Note: If you don't check Successfully reached the customer, the opportunity status updates to Unreachable.
When finished, click Save.
The follow-up is logged and appears in the follow-up history at the bottom of the opportunity.
Upload attachments
You can upload documents, photos, or other files to an opportunity to provide context for follow-ups.
From the opportunity details screen, click Upload Attachments.
Select the files you want to attach from your device and upload it to the opportunity.
The attachments appear on the opportunity and can be referenced during follow-up calls.
Review follow-up history
You can review all previous follow-up activity for an opportunity at the bottom of the opportunity details screen.
From the opportunity details screen, scroll to the Follow-up History audit trail section.
Review the date, user, and notes for each follow-up attempt.
This helps you understand previous conversations and avoid repeating information when calling the customer.
Understand opportunity statuses
Opportunities can have different statuses that indicate where they are in the follow-up process:
Open
Opportunities that haven't been won or dismissed. Open opportunities can be:
Not Attempted: No contact has been made since the opportunity was originally created or presented to the customer. This is the default state once an opportunity is created.
Unreachable: The last time someone tried to follow up on this opportunity, the customer could not be reached.
Contacted: The customer was contacted on the last follow-up date, but no estimate was sold to them yet.
Won
An estimate was sold to the customer.
Dismissed
The customer decided not to move forward with the work and the opportunity was dismissed.