Manage ServiceChannel Integration

Overview

After you set up the ServiceChannel Integration, you can accept or decline ServiceChannel work orders and manage unbooked calls and online bookings in ServiceTitan. You can also manage your ServiceChannel integration features.

Things to know

• The ServiceChannel integration in ServiceTitan is managed through WorkConnect. For more, see WorkConnect overview.

• A ServiceChannel campaign is automatically generated in ServiceTitan after you enable the ServiceChannel integration. This campaign must remain active for ServiceChannel work orders to flow into ServiceTitan. If your campaign is deactivated, then ServiceChannel work orders will fail to sync with ServiceTitan.

• Work orders already started in ServiceChannel prior to setting up the integration aren't synced with ServiceTitan so be sure to finish those in ServiceChannel.

• If a customer or ServiceChannel Subscriber is marked Do Not Service in ServiceTitan, work orders from them won't be synced to ServiceTitan.

Accept or decline a new ServiceChannel Work Order

1. Sign in to your ServiceTitan account.

2. Go to the navigation bar and click Calls.

3. In the side menu, click Bookings.

4. To accept the work order booking, click Accept.         

   Note: After you click Accept, the integration automatically updates the status of the work order in ServiceChannel to In Progress / Dispatched Confirmed. The status may vary depending on the available statuses that are provided by the subscriber for that particular work order.

5. To decline the work order booking, click Decline.        

   Note: After you click Decline, the integration automatically updates the status of the work order in ServiceChannel to Open / Declined.

If the Send New Work Order as a Job on Dispatch Board toggle is turned on in your ServiceChannel configuration, then work orders show up in the Unassigned tab of the Dispatch Board.

Manage Unbooked Calls and Online Bookings in ServiceTitan

If you enabled Create Leads from unbooked calls and booking in ServiceTitan, this feature prompts you to classify a call reason for both Phone Calls or Online Bookings that are not converted into jobs:

1. To accept the work order booking, click Confirm.

2. To decline the work order booking, click Dismiss.

3. When finished, submit the call reason and click Submit & Close.

After you accept the work order booking, you can convert it into a job:

1. Fill out the required job fields.

2. Click Book Job. For more, see Book a job.

After the job is booked, the integration adds the ServiceTitan job number as a note in the ServiceChannel work order.

Manage ServiceChannel integration features

Manage the ServiceChannel integration features to enhance your workflow efficiency between ServiceTitan and ServiceChannel.

Define default job status mappings

Before enabling the Job Status toggle, review all mapped job statuses for your subscribers and customers in your override settings. Ensure that each ServiceTitan Job Status is mapped to a ServiceChannel Status. If not mapped, the status in ServiceChannel will not update when the relevant action is taken in ServiceTitan. For more, see the Edit Overrides section below.

If the Job Status toggle is enabled, ServiceTitan will automatically update job statuses in ServiceChannel as soon as the mapped action is taken in ServiceTitan. To define default job status mappings:

1. Go to Settings   > Integrations > Marketing Integrations.

2. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

3. Click Edit in the Review Settings section.

4. Turn on the Job Status toggle if it's not on already. 

5. Click Edit   next to Job Status. Here, you can specify how job statuses in one system correspond to job statuses in other systems, ensuring consistency and efficient workflow management.

6. When finished, click Save.

Automate technician check-in

If the Job Status toggle is enabled, ServiceTitan will automatically streamline the technician check-in process using the automated check-in feature. Technicians can register their arrival at job sites seamlessly, with their check-ins automatically recorded in ServiceTitan.

Note: Specific technician check-ins will be recorded on the work order in ServiceChannel when the technician clicks Arrive on the associated job in ServiceChannel. Check-outs are recorded when the technician clicks Done on the associated job in ServiceTitan.

To turn on the Job Status toggle:

1. Go to Settings   > Integrations > Marketing Integrations.

2. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

3. Click Edit in the Review Settings section.

4. Turn on the Job Status toggle. 

5. Click Save.

Share job-related notes and attachments

You can add job-related notes and attachments in ServiceTitan. These notes and attachments automatically sync with ServiceChannel for enhanced communication and collaboration with your subscribers. If you edit an existing note, the changes appear as a new note on ServiceChannel's end.

To add notes and attachments from the office, go to the job record and click the Notes or the Paperclip icon, depending on what you want to add. Notes and attachments added by technicians in ServiceTitan Mobile also sync with ServiceChannel. For more on how to add notes and attachments from the office, see Add notes, media, and file attachments in ServiceTitan.

Tip: Make sure any notes you or your technicians write are appropriate for all audiences.

To sync notes and send attachments for all your subscribers:

1. Go to Settings   > Integrations > Marketing Integrations.

2. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

3. Click Edit in the Review Settings section.

4. Click Edit   next to Preferences.

5. On the Preferences screen that opens, turn on the Send Attachments toggle and the Sync Notes toggle. 

6. When finished, click Save.

You can also configure notes and attachments for specific subscribers. For example, you can turn on note sync for one of your subscribers and turn it off for the rest. For more on how to do this, see the Edit Overrides section of this article.

Configure default invoice mappings

If the Invoice Information toggle is enabled, invoices are sent and attached to the work order after the job is completed in ServiceTitan. After ServiceTitan sends the invoice, its status changes to Exported. ServiceTitan only sends the invoice to ServiceChannel once and does not send any later changes.

Note: If a subscriber has the allow invoices to be created up to 1 day in the past permission enabled, this blocks invoices from sending to ServiceChannel.

If the invoice amount exceeds the set Not to Exceed (NTE) threshold for a subscriber or customer, ServiceChannel will reject the invoice. In such cases, you'll need to manually update the invoice in ServiceChannel. ServiceTitan sends an error message via email when this happens. To avoid this, review the subscriber's NTE in the Job Summary before exporting an invoice.

You can configure the default mappings for invoices to ensure accurate and synchronized invoice management. To configure default invoice mappings:

1. Go to Settings   > Integrations > Marketing Integrations.

2. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

3. Click Edit in the Review Settings section.

4. Turn on the Invoice Information toggle if it's not on already.

5. Click Edit   next to Invoice Information. Here, you can specify how invoice information in ServiceTitan corresponds to ServiceChannel to ensure a seamless invoicing process. Invoice information includes the invoice date, summary, number, line items, and totals when creating an invoice.        

   Note: Invoice information is sent to ServiceChannel when the associated invoice's status is updated to Exported in ServiceTitan.

6. When finished, click Save.

Edit Overrides

You can override default customer status mappings between ServiceChannel and ServiceTitan. This allows you to address specific scenarios or exceptions effectively, ensuring consistency and alignment across platforms. To edit your override settings:

1. Go to Settings   > Integrations > Marketing Integrations.

2. On the Marketing Integrations screen that opens, select the ServiceChannel card and click Edit.

3. Click Edit in the Review Settings section.

4. Click Overrides. 

5. In the side panel, select a subscriber.

6. Manually set your override settings for the subscriber.         

   Note: Each override you set will feature a visual indicator on the specific tab you modified. This helps you remember which overrides you made. An indicator is also displayed next to the subscriber's name, displaying all selected overrides across the tabs for quick reference.

7. When finished, click Save.

Want to learn more?

• See ServiceTitan integration with ServiceChannel

• See Set up ServiceChannel Integration