ServiceTitan integration
Answered calls, booked onto your ServiceTitan schedule.
HVAC Reception answers the call, finds the customer and location, creates the job with your job type and campaign, and books an open arrival window. The caller hears “you’re booked” only after ServiceTitan shows the appointment.
It’s 9:40 at night and the call goes to a voicemail nobody hears until morning. By then the customer has booked whoever answered. The calls that do get through arrive as a message someone re-types into ServiceTitan — and a second “Jamie Morgan” appears because the new record was typed with a different spelling. Meanwhile the Tuesday morning window the caller was promised went to someone else at 8:05.
Mapping preview
Watch a call become a ServiceTitan job.
Field map
| From the call | ServiceTitan | Status |
|---|
Operation trail
What lands in ServiceTitan
A job your dispatcher can schedule without calling back.
Each call is written to the records your team already uses. You decide how HVAC Reception’s call types map to your job types, business units and campaigns during setup, and preview the result on sample calls before anything goes live.
| Captured on the call | ServiceTitan record | Rule |
|---|---|---|
| Name, callback number | Customer and contacts | Search by phone and address first; create only when there is no match |
| Service address, unit, gate or access notes | Location | Reuse the customer’s location; add a new one under the same customer when needed |
| Tenant or property manager | Bill-to customer + site contact | Bill the owner or manager; keep the tenant as the on-site contact |
| Call type (no heat, no cool, tune-up, estimate) | Job type and business unit | Your mapping table; unmapped types become a request for review |
| Where the call came from | Campaign | Tracking number or line mapped to your campaign names |
| Chosen arrival window | Appointment | Re-checked just before booking; written once per request |
| Problem in the caller’s words, structured summary | Job summary and notes | Attached to the job so the technician sees it |
The confirmation boundary
Booked means ServiceTitan says it’s booked.
- Save the requestThe call is stored with its own ID before anything is written, so it can’t be lost.
- Find or create the customerPhone and address match; ambiguous matches wait for your office.
- Create the jobJob type, business unit, campaign and summary from your mapping.
- Re-check the windowAvailability is read again seconds before the write.
- Book onceThe appointment carries an idempotency key, so retries can’t double book.
- Read it back, then confirmThe caller hears the window only after the appointment is found on your schedule.
When something goes wrong
Every failure leaves a request your office can finish.
| Situation | What the caller hears | What your office sees | Recovery |
|---|---|---|---|
| Window taken mid-call | Two fresh windows to choose from | Job without an appointment until the caller picks | No write to the lost window; alternatives read live |
| Timeout after the write | Confirmation once the record is found | One appointment, marked reconciled | Search by idempotency key before any retry |
| Same caller rings twice | “You’re already booked for Tuesday morning” | A single job with both calls attached and a note for the second call | The window is read back from ServiceTitan before it is repeated; a moved window is quoted as moved, a cancelled one goes to the office |
| Two customers share a number | The office will confirm the visit | “Choose the customer” on the request | Nothing merged or guessed; one click resumes the booking |
| Session expired or MFA needed | The office will confirm the visit | Connector health: “Sign in again” | Queued operations resume after reconnecting |
| ServiceTitan screen or field changed | The office will confirm the visit | Connector health: “Mapping needs attention” | Writes pause; correct the mapping and retry |
| Rate limit reached | No change | Operation shows “retrying” | Backs off and retries with the same key |
| Call type not mapped | The office will confirm the visit | Request flagged “map this job type” | Add the mapping; the request books with its original details |
Setup
Connect once. Decide what callers can book.
- Connect your ServiceTitan account and choose the timezone and service locations callers can book.
- Map call types to your job types, business units and campaigns.
- Pick bookable arrival windows per job type. Keep emergencies, safety calls and sales on your escalation and callback rules.
- Preview the field map on sample calls, then place a test call and check the job and appointment in ServiceTitan.
- Watch connector health — last successful booking, queued operations and any repair needed.
Connector health Example
- ● Account connected Timezone: America/Chicago
- ● 6 of 6 call types mapped No Cool, No Heat, Tune-up, Estimate, Plan visit, Commercial
- ● 1 request needs review Two customers share a phone number
- ● 0 operations queued Every booking read back
Repair actions appear here the moment a session expires or a field changes.
How we connect
One booking contract, whichever route your account supports.
- ServiceTitan integration interfacesWhere your account has access to ServiceTitan’s published interfaces, HVAC Reception reads availability and writes records through them.
- Workflow adapterAn adapter built around the requests your authorized ServiceTitan workflow already makes, versioned and contract-tested.
- Secured browser sessionAn isolated, signed-in session that performs the same steps your CSR would, with screenshots on any failure.
- Vendor-assisted setupAccess arranged together with ServiceTitan when your account needs it.
Whichever route carries the data, the same rules apply: save first, match before creating, re-check before booking and read back before confirming.
See it with your own calls in mind
From the first ring to a job on your ServiceTitan board.
Explore the call inbox and routing playground, then come back and run the mapping preview for the calls your office takes most.
Frequently asked questions
Does my office have to change how it works in ServiceTitan?
No. Customers, locations, jobs and appointments are written where your team already looks for them, using your own job types, business units and campaigns. Dispatch keeps assigning technicians from the board.
How does HVAC Reception avoid duplicate customers?
It searches your existing customers by phone number and service address before creating anything. A single clear match is reused. When a number matches more than one customer, the request waits for your office to choose instead of guessing or merging records.
Which appointments can callers book?
Only the job types, business units and arrival windows you make bookable. Emergency, safety-sensitive and sales calls can follow your escalation or callback rules instead of self-booking.
What happens if the window is taken while the caller is still on the line?
The slot is checked again immediately before booking. If it has gone, nothing is written to that window and the caller is offered the next open windows read from your schedule.
What if ServiceTitan is slow, signed out or changes a screen?
The caller’s request is saved first. Every write carries an idempotency key, so a timeout is reconciled by looking for the record before any retry. Session and layout problems show up as a clear repair action in connector health, and queued requests resume once it is fixed.
How do you connect to my ServiceTitan account?
We use the route your account supports best: ServiceTitan’s published integration interfaces, an adapter built around your authorized workflow, a secured browser session, or setup coordinated with ServiceTitan. The booking rules and safeguards are identical whichever route carries the data.
Can we start with job requests and add live booking later?
Yes. Many offices begin by creating customers and job requests for dispatch to schedule, then open specific job types to live booking once the field map has been checked on real calls.