Add or edit tracking numbers

Overview

When you use tracking numbers, the system automatically records all incoming phone calls and pulls up existing customer information. You can attach tracking numbers to a marketing campaign to provide you with important data on how your marketing campaigns are performing.

Things to know

• A tracking number is a virtual phone number that forwards to a physical line in your office. Any advertised number you provide to potential, existing, or past customers are tracking numbers.

• All of your advertised numbers, regardless of where or how they are advertised, should be ported to ServiceTitan to become tracking numbers. This includes your main company phone number.

• When you add a toll-free number in ServiceTitan, we automatically submit it for verification. Ensure we have all the necessary business details by completing the Register to Enable Text Messaging form before requesting a toll-free number. Without this form, your numbers aren’t verified, and SMS delivery fails.

• When a tracking number is marked as Not Lead by default, the calls are automatically excused and do not count toward CSR metrics such as conversion and booking percentages.

• To send outbound messages, a number needs a TCR Campaign ID, assigned the first time you text from it in ServiceTitan. Go to Settings > Phones > Phone Numbers and check the TCR Campaign ID column to see which numbers are active for messaging. Carriers limit each TCR campaign to 49 phone numbers. This view helps you monitor usage and stay within that limit.

  Note: This applies only to 10DLC numbers, not toll-free numbers.

Commonly used terms

Understand the keywords commonly used with the Phone Integration.

• Advertised Number: Any number you've advertised for customers to reach you.

• Campaign Number: An advertised number that has been assigned to a campaign in ServiceTitan Settings > Phones > Phone Numbers.

• Tracking Number: Any number listed under the Phone Number section in Settings. You can add tracking numbers through the Add New Number option or port your existing numbers into ServiceTitan. These are virtual phone numbers that forward to a physical line in your office. When customers dial your tracking numbers, ServiceTitan tracks and records the calls.

• Forwarding Number: Any number listed under the Forwarding Number section in Settings. Calls to tracking numbers are forwarded to your forwarding number. Forwarding numbers are unadvertised numbers that you shouldn’t give out to customers. 

• Porting: Porting a number involves transferring it from one service provider to another by keeping the existing number. ServiceTitan typically ports the main company number to convert it into a tracking number.

Add a tracking number

1. In ServiceTitan, go to the top and click Settings .

2. In the side panel, click Phones > Phone Numbers.

3. Click Add New Number.

4. Find the number you want to add.

   1. If you want to add a local number, search by area code or ZIP code.

   2. If you want to add a 1-8XX number, click Toll-Free Number.

      Tip: Search by area code first, not by ZIP code. Due to phone carrier restrictions, you might not get any results if you search by ZIP code.

      Note: Fill in the Register to Enable Text Messaging form for verification before getting a toll-free number. The system will prompt you to complete this form if you haven’t or if you have missing company information.

5. If you want your tracking number to include a particular set of numbers, enter it under Contains.

6. Click Search Numbers. If you want to look for more numbers beyond the first list you see, click Load More.

7. Click the number you want to add.

8. Click Choose Number.

9. Enter the forwarding number.

10. Click No if you don’t want to use this new number to receive texts.

11. If you’re using this number for a specific marketing campaign, select it from the dropdown.

12. Set the default call type as Lead or Not Lead.

13. When you’re done, click Add Number.

    Note: All calls to this number will be automatically marked as Lead or Not Lead.
    Capturing Leads allows you to save information about incoming calls that don’t immediately turn into jobs. Calls marked as Lead count towards CSR metrics (whether booked or unbooked). For more, see Capture a Lead from an incoming call.

    

Edit a tracking number

1. In ServiceTitan, go to the top toolbar and click Settings .

2. In the side panel, click Phones > Phone Numbers.

3. Click Edit next to the number you want to change.

4. Edit the tracking number and other fields as needed.

5. When you’re done, click Save.

Export phone numbers

Export your phones numbers so that you have a list of all phone numbers used in your phone integration. 

1. Go to the top toolbar and click Settings . 

2. In the side panel, click Phones > Phone Numbers.

3. Click Export Phone Numbers.

   

   Phone_numbers.xlsx downloads to your computer. 

Want to learn more?

• See Set up your default forwarding number

• See Phone Integration