Configure Caller ID in ServiceTitan

Overview

When you place outgoing calls, the tracking number that shows up on the customer's phone's Caller ID is set dynamically by following the rules outlined below. Choose the option that works best for you and contact ServiceTitan Technical Support to configure it.

Things to know

• If you want to change your Caller ID to a specific business name, contact ServiceTitan Technical Support. Changes to the Caller ID may take a few days to get approved.

How the caller ID works

There are five ways to configure outgoing Caller ID in ServiceTitan:

• Dynamic Caller ID

• Static Caller ID

• Custom Caller ID

• Custom technician Caller ID

• Caller ID settings in Dialpad

Dynamic Caller ID

When you initiate an outbound call, the caller ID is selected based on the area code of the number dialed. For example, when you call an 818 number, ServiceTitan automatically displays an 818 tracking number without a campaign as Caller ID.

The tracking number displayed as the outgoing Caller ID is selected based on the following:

• If the tracking number has a matching area code and no campaign

• If the tracking number has a matching area code and a campaign

• If there are no tracking numbers with a matching area code, ServiceTitan uses the first number set on the Settings > Phones > Phone Numbers screen.

Static Caller ID

You can configure a single number so that all outbound calls initiated within ServiceTitan display the same number as Caller ID. This is particularly useful if you haven't ported your main number and are using double forwarding.

Note: Only tracking numbers that appear in your Settings > Phones > Phone Numbers can be set as your static Caller ID number. For more information about tracking numbers, see Add or edit tracking numbers.

Static Caller ID allows you to:

• Use your business's main number consistently.

• Reduce reporting discrepancies caused by multiple campaign tracking numbers for follow-ups.

• Ensure service consistency, as customers recognize and save a single number for all calls.

• Decrease the likelihood of being flagged as spam.

Note: It typically takes 24-48 hours for the caller ID name to appear after it's been set up by Technical Support. Make a test call to your personal phone number using ServiceTitan's click-to-call feature. Check your phone's incoming call display to see the outbound caller ID that appears.

Custom Caller ID

The Custom Caller ID option allows you to select which number is used before each call. When you initiate an outbound call, you need to select the Caller ID that will be used for that call.

To make Caller ID selection easier, you can enter the name for an outbound Caller ID in Settings:

1. Go to the top toolbar and click Settings .

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

3. Hover over the number you want to modify and click Edit.

4. Enter the name of the Outbound Caller ID.

5. Click Save. 

When you initiate an outbound call, you can select the name you've entered, instead of the phone number.

Note: Phones Pro is only compatible with this feature when using the Dialpad desktop app. The embedded phone will not work with Custom Caller ID.

Custom technician Caller ID

Technician Caller ID allows administrators to assign a specific tracking number to each technician. Once set up, when a technician makes an outbound call using their ServiceTitan mobile app, the assigned number will be displayed on the customer's end.

To set up technician Caller ID:

1. Go to the top toolbar and click Settings .

2. In the side panel, click People > Technicians.

3. Hover over the technician account you want to modify and click Edit.

4. In the Contact Information section, enter their Outbound Caller ID. 

5. When finished, click Save Changes.

Note: This feature only allows you to select a tracking number from the list of numbers in Settings > Phones or Phones Pro > Phone Numbers.

Caller ID settings in Dialpad

In Phones Pro, different Caller ID settings can be used to control the Outbound Caller ID.

To change your Caller ID for Dialpad:

1. Go to your Dialpad app and click Call.

2. From the New Call From dropdown, select the main line, a department or a contact center you are assigned to. 

Your Caller ID is changed based on the department or a contact center you choose.

To change your Caller ID for the Embedded Phone:

1. In your ServiceTitan account, click Phones Pro.

2. Click Make a Call.

3. From the New Call From dropdown, select the main line, a department or a contact center you are assigned to. 

Note: You can only select the Main Line or an Ai Contact Center/Department you are assigned to. The other options will be unavailable for your account.

Caller ID settings locations

Review the table below to learn which settings determine caller ID based on the device and workflow.

Want to learn more?

• See Set up your default forwarding number

• See Change your caller ID in Phones Pro