Overview
Capturing leads in ServiceTitan allows you to save information about inquiries that don’t immediately turn into jobs. This gives you the ability to track and follow up on these inquiries and book jobs from them.
One of the primary ways leads are captured in ServiceTitan is through incoming calls, but you can also capture leads from online bookings if you have Leads Integrations or Web Scheduler set up to receive bookings.
Who uses this feature
CSRs
Applies to all business types
Feature configurations
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
Before getting started, make sure an administrator on your team has created Lead call reasons. You can only capture leads by selecting a call reasonthat is classified as a Lead.
Leads from chats must be created manually.
Best practices
While it’s not required to capture leads, we recommend that you set recall, warranty, and lead job booking guides so you’re prepared for different workflows.
Use cases
When you receive an online booking request but you’re not yet ready or don’t have enough information to convert it to a job, capture a lead in ServiceTitan so you can follow up and try to convert it to a job later.
Capture a lead from a booking
Go to Calls
(or Job Booking) and select Bookings in the side menu. Open a booking received through Leads Integrations or Web Scheduler.
Click Continue.
At the bottom of the screen, click Dismiss.
On the next screen, select a Call Reason that was set up for leads.
Select a Marketing Campaign and Log a Follow Up.
Enter a Start Date, and include as many details as you can. The Start Date indicates the Follow-Up Date set on a lead.
Tip: Try to at least include a Name, Phone Number, and City so you can follow up later. If you're attaching this lead to a customer and location record, you can select Copy to customer notes below Summary to include the call reason or summary as a note on the linked records.
Note: If you don't Log a Follow Up, the lead is created in Dismissed status and won’t show up in Follow Up
> Leads, Call Booking , or the customer and location record (if attached). To reopen a dismissed lead, go to Search 
> Lead, click the dismissed lead to open it, then click Restore Lead.When finished, click Submit & Close at the bottom of the screen.
Note: After clicking Submit & Close, you might see a confirmation message asking if you want to proceed without selecting a location record. Location records aren't required for capturing leads. You can proceed without selecting a location record. For more, see Leads without customers and locations.
Now that you've captured the lead, use the Follow Up screen to follow up on it later so you can try to convert it to a job.