ServiceTitan lead intake: a workflow planning guide

Availability note: Responsebird’s Zapier connection for this platform is currently marked coming soon on the Integrations page. This article is a workflow planning guide, not a live setup or supported integration. Check the current Integrations page on responsebird.com before choosing a connector.

Choose the record and trigger

Start by tracing one real inquiry from its source to the record your team works from. A request, customer, estimate, and job may represent different stages in your process. Write down which event should start follow-up, and check your account’s actual ServiceTitan configuration before mapping fields.

• New web or phone inquiry
• Existing customer asking about another job
• Estimate or appointment that already has an owner

Give the office enough context

The first handoff should help a CSR decide what to do next without guessing. Keep the original lead source and caller details, then identify the service, location, urgency, and requested contact method. Avoid collecting sensitive details that are not needed for scheduling or triage.

• Name and best callback number
• Service requested and job address
• Source, preferred contact method, and consent status

Keep ownership and scheduling clear

Decide whether a CSR, dispatcher, or existing ServiceTitan assignment owns the next response. Define what the assistant may say about availability and what must be confirmed against the team’s real schedule. A planning document should not promise a time window until your scheduling process can verify it.

• Who receives an unassigned inquiry?
• When should an urgent request go directly to staff?
• Which system remains the source of truth for appointments?

Test the handoff before rollout

Use a small set of test cases and compare the resulting record with what your staff expects to see. Include a duplicate customer, an after-hours inquiry, an incomplete address, an emergency phrase, and an opt-out. Confirm that a failed or ambiguous handoff reaches a person instead of silently disappearing.

• Check the original source and record owner
• Review the conversation and any notes for accuracy
• Document who handles exceptions