--- title: "Manage unbooked leads from inbound calls for Roofing" slug: "manage-unbooked-leads-from-inbound-calls-for-roofing" updated: 2026-10-16T02:44:19Z published: 2026-10-16T02:44:19Z canonical: "help.servicetitan.com/manage-unbooked-leads-from-inbound-calls-for-roofing" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage unbooked leads from inbound calls for Roofing ## Overview When an inbound call comes in and the customer is not ready to schedule a sales appointment, a job is not booked. In these situations, the caller remains a lead in ServiceTitan, and proper call classify ensures the lead is tracked for future follow-up. This article explains how to properly classify calls when a job is not booked and how to manage unbooked leads using the *Follow Up* module. By tracking leads systematically, your team ensures no potential opportunity is lost. --- ### #### Who uses this feature - CSRs, Office employees and Administrators - Primarily benefits Residential Construction and Commercial Construction business types - Primarily benefits Roofing and Exterior trades #### Feature configuration - The *View Follow Ups* permission is required to access the Leads section in the *Follow Up* module. Please contact the account administrator on your team. - Account configuration may be required for lead tracking features. Please contact Technical Support for details. ## Things to know - Call reasons are set up in [Settings > Reasons](/roofing/docs/set-up-call-reasons) and can be marked as lead or not lead. - If the call reason is marked as a lead, you can choose to log a follow-up or not log a follow-up. - If the call reason is not marked as a lead, you can enter additional details but the call will not appear in the Leads section for follow-up. ## Use cases - A potential customer calls asking about roof replacement costs but isn't ready to get an estimate yet. The CSR creates a customer profile, selects "Wants to Think About It" as the call reason (marked as a lead), logs a follow-up for two weeks later, and the lead appears in the *Follow Up* module. ## Classify a call when a job is not booked When a customer is not ready to schedule an appointment, properly classify the call to track the lead for future follow-up. 1. On the *Calls* screen, locate the call you want to classify. > [!NOTE] > **Note:** If the inquiry came in through an email address, you can capture it as a lead by clicking on Manual Call. 2. Hover over the call and click the![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-close.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D)**icon.** ![Call details displayed with two phone numbers and a call duration timer.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-q44ohq96.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 3. In the **Call Reason** field, select the reason that best describes the outcome of the call. Common roofing call reasons include: ![Input field for specifying the reason for a call in a form.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-eoiv7yg9.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 1. *Wants to Think About It* 2. *Call Back Later* 3. *Not Ready to Schedule* 4. *Out of Service Area (typically not marked as a lead)* 5. *Wrong Number (typically not marked as a lead)* > [!NOTE] > **Note:** Call reasons are set up in [Settings > Reasons](/roofing/docs/set-up-call-reasons). When call reasons are set up, they can be marked as lead or not lead. 4. In the **Marketing Campaign** field, select the campaign or source that generated the call. > [!NOTE] > **Note:** This field shows up after you select the call reason. ![Dropdown menu for selecting a marketing campaign in a form interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-0m2thijc.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 5. In the *Follow Up Options* section, select one of the following and enter the necessary details and click **Submit and Close**. ![Options for logging follow-up actions in a user interface are displayed clearly.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-wfzp8b8g.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 1. **Log a follow up** ![Form for logging follow-up options with fields for personal and contact information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-d9dlqkvm.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D)For more, see [Log a follow-up for an unbooked lead](/roofing/docs/manage-unbooked-leads-from-inbound-calls-for-roofing#log-a-follow-up-for-an-unbooked-lead). 2. **Don't Log a follow up** ![Form fields for follow-up options including name, address, phone, and email.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-zjr668gt.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) > [!NOTE] > **Note:** Follow Up Options shows up if the call reason selected is marked as a lead in the call reason setup. If the call reason is not marked as lead, you won't see the *Follow Up Options* field. 6. (Optional) If the call reason is not a lead, enter information in the **Additional Details** field and click **Submit and Close**. ![Additional details section for user input or information submission.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-6iliu2nf.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) ## Log a follow-up for an unbooked lead When a call reason is marked as a lead and you want to track it for future contact, log a follow-up. 1. After selecting a call reason marked as a lead, click **Log a Follow-up**. ![Form for logging follow-up options with fields for personal and contact information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-drz7j64r.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 2. In the **Start Date** field, select the date when you will contact the customer next. Common timeframes for roofing leads include: 1. One week for customers actively considering work 2. Two weeks for customers comparing quotes 3. One month for customers with seasonal timing considerations 4. Three to six months for customers waiting for insurance settlements 3. Enter the customer details if they're not already in the system. 1. Name 2. Street Address 3. Suit/Unit, etc 4. City 5. Zip Code 4. Enter the customer's contact details if they're not already in the system: 1. Phone Number 2. Email 5. (Optional) In the **Summary** field, enter any additional information that will help with the follow-up call. For example: 1. *Customer wants to wait until spring to replace roof* 2. *Collecting 3 quotes - follow up to schedule estimate* 3. *Waiting on insurance adjuster report* 6. When finished, click **Submit and Close**. The follow-up is logged and the lead appears in the *Follow Up* module under the Leads section. ## Manage leads in the Follow Up module After logging follow-ups for Unbooked calls, manage those leads systematically using the **Follow Up** module. ### View leads 1. Go to the navigation bar and click **Follow Up** > **Leads**. The *Leads* screen displays all leads that haven't been booked into jobs. ![A user clicks on the 'Leads' option in a sidebar menu for navigation.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-4vgsi2gi.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 2. Filter the screen to view specific leads: ![Form fields for managing leads, including business unit and follow-up dates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-br46yfb3.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) 1. **Business Unit:** View leads for specified business units. > [!NOTE] > **Note:** You can select multiple business units. 2. **Follow Up Start:** View leads with specific start date. 3. **Follow Up End:** View leads with specific end date. 4. **Campaign:** Filter by lead source. 3. Click on a lead to view details and take action. ### Take action on a lead From a lead details screen, you can: - **Schedule a Follow-up:** Click to schedule the next contact for: ![Dropdown menu for scheduling follow-up options for a lead in a CRM system.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-zbd7k467.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) - In one week - In one month - In 6 months - Set custom date - **Convert Lead to Job:** Click **Convert Lead** to book a job when the customer is ready. After the job is booked, the lead converts into a customer with a scheduled job and the sales lifecycle continues. ![A user clicks the 'Convert Lead' button in a lead management interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-kqq6r5g2.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) - **Add Follow-up Notes**: Add your note and click **Save.** You can also select **Pin this note to the top** to pin critical information so it's immediately visible. ![Interface for adding follow-up notes with a save option and pinning feature.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-unbooked-leads-from-inbound-calls-for-roofing-image-40iefnsu.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A55%3A36Z&se=2026-11-01T20%3A55%3A36Z&sr=c&sp=r&sig=XDalwies%2BzqXnhXiRrcXZWyJZXD%2BfsWS5rO3xqY9uRk%3D) This process helps accurately track call outcomes and ensures leads are followed up on appropriately. ## Want to learn more? - See [Create and manage leads](/roofing/docs/leads-home) A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)