Call Booking Home

The Call Booking screen is the main hub for CSRs to book jobs and manage customer and location records. Learn how to book jobs within ServiceTitan so that your Leads and marketing dollars are correctly logged in the system. From answering calls, chats, and bookings to creating and maintaining Customer Records, this is the primary place for Customer Service Representatives (CSRs) to take inbound calls and inquiries.

Setup

How to use it for your business

Job booking is how you gather customer information and book the jobs that are later managed and dispatched. While on the call, you also gather updates that ensure customer and location records are accurate. To learn more, see Customer and Service Location Records.

Customer Service Representatives (CSR) and office employees

• Get a call linked to the booked job by clicking the call bubble. If a technician or any other employee wants to listen to the homeowner's original problem, they can listen to the call associated with the job.

• Always click the call bubble to ensure that the marketing campaign associated with the call gets automatically associated with the job, reducing human error. It also pulls up the customer's information if they're already in your system, allowing you to see the customer's history. If a job isn't booked from the call, you'll be able to select a reason why a job wasn't booked for reporting purposes.

Owners, managers and administrators

• Track CSR performance, review, and re-classify calls, and check abandoned calls. You can also see how your campaigns perform and use call reasons to understand why calls aren't converting into jobs.

• Create custom call reasons, classify each call reason as a lead or non-lead, and associate phone numbers with marketing campaigns as an administrator. There are other add-on features that can be enabled to benefit your business, like the ability to add custom fields to the Call Booking form and the ability to limit business units and job types based on selection.

For more on the Job Booking process, watch Job Booking Basics and Job Booking Setup.

Benefits

• Enhance your call-tracking capabilities and gain comprehensive insights into each call's outcome. Clicking call bubbles associates an incoming call with a CSR. After the call bubble has been clicked, you can track the entire lifetime and impact of the call. If the call leads to a booked job, the call recording is added to the job. If a job isn't booked from the call, the CSR can classify the call, enabling CSR reporting metrics.

• Streamline your appointment management by consolidating requests from multiple lead sources in one place. Bookings allows you to review incoming requests for appointments from lead sources like the Web Appointment Scheduler and HomeAdvisor.

• Enhance customer engagement and satisfaction with efficient text communication. With Chat, you can book and manage jobs, have conversations with customers, and manage unwanted communication through text messaging.

• Ensure the accuracy of your call center metrics by reducing misclassified abandoned calls. When CSRs follow the correct workflows, the number of misclassified abandoned calls is reduced and your call center metrics are accurate.

What you need to get started

For optimal setup and performance, ensure you have these requirements in place.

• Set up phone integration

• Add or edit tracking numbers

• Add and edit business units

• Set up default services for job types

Advanced setup

Step 1: Set up call management

Optimize how you handle calls and track customer details. Configure your tracking numbers and campaigns and set tags and call reasons to effectively manage calls.

• Manage tags

• Set up call reasons

• Set up and use Call Linking Confirmation

• Set up call booking preferences

Step 2: Configure job booking

Streamline job organization and ensure accurate bookings by configuring job types, business units, booking preferences, and other related features.

• Set recall, warranty, and lead job booking guides

• Set up call booking preferences

• Configure fields on the job booking screen

• Set up estimate creation when booking a job

• Set up ability to attach equipment to a job

Step 3: Establish scheduling and appointments

Ensure smooth scheduling and manage appointments effectively by setting up the Web Scheduler and arrival windows.

• Set up the Web Appointment Scheduler (Legacy)

• Set Web Scheduler for Office Employees

• Set up arrival windows

Key workflows

Manage calls

Handle incoming and outgoing calls to ensure smooth communication with customers. Link calls to the corresponding profiles and keep track of the call details.

• Answer incoming calls

• Place outbound calls

• Understand how call bubbles work

Obtain and maintain customer information

Collect and manage comprehensive customer information to provide personalized service. Keep customer records up-to-date to ensure accuracy and improve customer interactions.

• Create a customer record

• Customer and Location Records overview

• Set notification preferences for customers

• Update customer contact methods

• Enter military and diplomatic addresses

Capture Leads and convert them to jobs

Capturing Leads in ServiceTitan allows you to save information about incoming inquiries that don't immediately turn into jobs. Marketing campaigns are the source for these types of Leads, as you include the marketing campaign when you capture a Lead.

• Capture a lead from an incoming call

• Capture a lead from a booking

• Capture a lead manually

• Leads without customers and locations

• View leads from an incoming call

• Use the Follow Up screen to find and view captured leads

• Convert a lead to a job

Book a job

Schedule and book jobs using the job booking features in ServiceTitan. Manage bookings with booking types depending on your business needs.

• Book a job

• Book a recall or warranty job

• Enter job details

• Manage bookings

• Use Chat

• Manage technician two-way chat in ServiceTitan and ServiceTitan Mobile

• Book a Technician-Generated Lead job from an incoming call

• Use arrival windows

• Use property data

Manage call centers

Implement best practices and use ServiceTitan tools to manage call center performance and employee productivity effectively.

• Understand call classifications

• Find and manage abandoned and unbooked calls

• Listen to call recordings

• Reclassify and edit calls

• View and complete call forms

• View call tags or attach a tag to a call

ServiceChannel Integration

Use ServiceChannel integration to receive and manage incoming work orders, sync job updates, and share job details in real time:

• Set up ServiceChannel Integration

• ServiceTitan integration with ServiceChannel

• Manage ServiceChannel Integration

• ServiceChannel Integration FAQ

Troubleshooting and FAQ

Troubleshooting

Explore our troubleshooting articles that address the most common issues and provide their solutions.

• Why do I have to click the call button multiple times before being able to connect to the call?

• Can the assign technician field be required on the call booking screen

• What is causing the booking confirmation checkbox to remain grayed out on the call booking screen?

FAQ

What is the difference between an abandoned call and an unbooked call?

An abandoned call is not the same as an unbooked call.

Abandoned call: A call is classified as Abandoned when ServiceTitan can't determine which CSR took the call, or which customer or job should be attached to the call. This can happen when a call is answered, but the CSR didn't click the incoming call bubble. Or, no one picked up the phone and the call was unanswered. Abandoned calls also represent calls that are unassigned. For more, see the Abandoned call section of the ServiceTitan Glossary (commonly used ServiceTitan terms).

Unbooked call: A call is classified as Unbooked when a CSR clicked the incoming call bubble, but a job was not booked. The call must also be classified as a Lead (duration over 60 seconds) for it to be considered an unbooked call. For more, see the Unbooked call section of the ServiceTitan Glossary (commonly used ServiceTitan terms).

The chart below shows what actions at what point in the call booking process lead to which classifications.

Note: This process applies to basic phone integration only.

For more information, see Understand call classifications.

If I don't click the green call bubble, does this mean ServiceTitan won't record the call?

If you don't click the green call bubble, the call will still be recorded. ServiceTitan automatically records every call answered within the office, even if the call is abandoned (green call bubble isn't clicked).

To maintain accurate records and reporting, your office manager needs to listen to all abandoned calls, and attach the correct CSR to the call. Clicking the green call bubble avoids this unnecessary step.

Why are abandoned calls listed separately in Agent Scorecards?

Abandoned / unanswered calls usually require an immediate response. Unbooked calls might take the manager more time to review and identify the issue.

That's why abandoned calls are listed separately on your dashboard in the Agent Scorecards section under the profile, Abandoned. This makes it easy for you to stay on top of abandoned calls, which usually require a quick call back.

How do I update contact information for ServiceTitan reminders?

You can manually adjust contact methods in ServiceTitan. Add a new contact method or edit the notifications preferences for existing contact methods.

What does the Start date from the Close and classify screen do?

It indicates the Follow-Up Date set on a lead.