Overview
Use Leads Integrations to streamline online booking requests you receive on the ServiceTitan Call Booking screen from various sources. With Leads Integrations, you can:
Receive Leads directly in ServiceTitan, which reduces time spent on data entry and potential errors
Efficiently track prospective customer data so you can convert those Leads into jobs.
Communicate specific lists of job types and availability to Lead sources, saving your office and customers time coordinating appointments
Who uses this feature
Administrators, Customer Service Representatives (CSRs), Marketing Managers, Operations Managers, and Project Managers.
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
Only Administrator or Owner roles in ServiceTitan can accept the data agreement and set up the integration.
If a standard job type has multiple custom job types or business unit mappings, the job type and business units won't pre-populate in the Lead.
If the prospective customer didn't mention a preferred date for the visit, the contractor needs to contact them to schedule a date and time.
Available Leads Integrations in ServiceTitan
The following Leads Integrations are available for you to set up in ServiceTitan:
Set up a Leads Integration
Before you can start receiving Leads from available sources in ServiceTitan, complete the following steps to ensure each integration is properly set up in your ServiceTitan account:
Step 1: Request the integration
Step 2: Review and accept the authorization form
Step 3: Authorize the integration
Step 4: Map job types to business units
Step 5: Map job types in Marketing Integrations
Step 1: Request the integration
To get the integration added to your ServiceTitan account, send our integrations team a request:
Search for and select the integration you want to request.
On the page that opens, click Get Started.
On the Learn More pop-up that opens, enter the following details:
Name
Company
Email
Phone Number
Number of employees
Whether you're an existing ServiceTitan customer: Yes or No
Any additional questions you might have
When finished, click Agree and Submit.
After you submit your request, a specialist from our integrations team will email you when the integration is ready to be set up in your account.
Step 2: Review and accept the authorization form
Note: Only Administrators and Owners can view and accept the authorization form.
Go to the top toolbar and click Settings
.In the side panel, go to Integrations > Marketing Integrations.
Click Configure next to the integration you want to accept the authorization form for.
On the screen that opens, read through the terms.
When finished, select that you've read the terms, then click Agree.
Tip: Click Download PDF to download the agreement for future reference. Another way to view the agreement in the future is to click More
from the integration screen and select View Agreement.
Step 3: Authorize the integration
After you accept the authorization form, connect your Lead source account to ServiceTitan. You're prompted to sign in and permit the connection from the integration screen:
Click Sign in with [Lead source name].
On the window that opens, sign in to your Lead source account.
When finished, click Continue.
Go back to ServiceTitan to finish pairing.
Note: After you connect your ServiceTitan account with your Lead source, you receive information from your Lead source about the accounts and profiles included in the integration.
After your account is connected, you can assign business units (BUs) to this account:
If you have profiles set up, select BUs for each profile. This helps ServiceTitan communicate efficiently with the Lead source to receive and post the correct Leads on your Call Booking screen.
If you don't have profiles set up or you have more than one account, select the BUs you want to associate with the account.
(Optional) Click Add Account to connect another account. Repeat the previous steps.
When finished, click Save.
Step 4: Map job types to business units
After authorizing the integration, configure it by setting the default job type mapping. This saves you time when you begin using the integration. Additionally, mapping job types helps us receive and post Leads correctly for you on the Call Booking screen.
Under each vertical that applies to your business (HVAC, Plumbing, Electrical, and more), map your job types to ServiceTitan standard job types. Then, apply the BUs that will service these job types.
After this step is complete, the integration launches and you begin receiving Leads from the marketing source.
Note: You only need to do this once and the job type mapping will be leveraged for future integrations. If you already mapped your job types to the standard job types, you won't need to do this again. For example, if you're already using the Google Local Services Integration, you won't need to complete this step as you've already completed it.
To map job types to business units:
Go to the top toolbar and click Settings
.In the side panel, go to Integrations > Marketing Integrations.
Click Configure next to the integration you want to work with.
On the integration screen that opens, click Job Types.
On the Job Types window that opens, click Go To Job Type Mapping.
On the Job Type Mapping screen that opens, map the Standard Job Types to your job types and business units. For more, see Map Job Types.
When finished, click Save Changes.
Click Return to Integration Setup.
On the integration screen that opens, you can find the job types and the BUs that are part of the Leads Integration.
Review the job type mapping.
When finished, click Finish to complete the setup.
Step 5: Map job types in Marketing Integrations
To enable or disable job types configured in global Job Type Mapping:
Go to the top toolbar and click Settings
.In the side panel, go to Integrations > Marketing Integrations.
Click Configure next to the integration you want to work with.
On the integration screen that opens, click Job Types.
Select the trade for which you want to disable standard job types, then turn off the Enabled toggle.
Note: The Enabled toggle is on by default.
When finished, click Save. Your integration is set up and ready to receive booking requests in ServiceTitan.
Note: You can disable the Lead Integration temporarily by turning off the Enabled toggle.
Tip: You can resume configuration at any stage by clicking Finish Editing next to the integration.
Edit a Leads Integration
Go to the top toolbar and click Settings
.In the side panel, go to Integrations > Marketing Integrations.
Click Edit next to the integration you want to update.
Make any needed changes.
When finished, click Save.
Book a job from a Lead
Go to the navigation bar and click Calls
.In the side menu, click Bookings.
On the Bookings screen that opens, select the Lead you want to book.
Note: On the booking card, you can view the customer's contact information, Leads submitted and scheduled dates, extra details provided by the unique partner, and the Leads Integration and logo.
Review the Lead details then click Accept.
Enter any job details, select the marketing campaign, and finish booking the job.
Real-Time Availability (RTA)
ServiceTitan shares your Real-Time Availability with the Lead source website to provide an accurate booking experience to potential customers. The Real-Time Availability calculation is based on your capacity. This feature is enabled by default if your Lead source provides Real-Time Availability on their website.
Booking alerts
You can set up alerts to get an email when a booking is received, dismissed, and more.
Booking alerts in ServiceTitan can be used to notify office employees and technicians when important changes occur. Use booking alerts to ensure that your entire staff stays on track and up-to-date.
For more, see Use alerts.