How an AI Receptionist Works with ServiceTitan

The ServiceTitan missed call problem

ServiceTitan is the gold standard for field service management. Dispatching, invoicing, customer history, reporting -- it does everything. Except answer your phone.

And that's the problem. You're paying $300, $400, sometimes $500+ per month for ServiceTitan depending on your team size. The software is built to manage jobs once they're booked. But if the call that creates the job never gets answered, ServiceTitan has nothing to manage.

Think about what happens on a typical Tuesday. Your dispatcher is on the phone with Mrs. Johnson about a water heater install. Two more calls come in. One goes to voicemail. The other rings six times and hangs up. That hang-up was a $4,800 sewer line replacement. You'll never know, because the caller already dialed the next plumber on Google and they picked up on the second ring.

ServiceTitan's own call tracking shows you the missed calls after the fact. You can see the phone number. You can call back. But research consistently shows that if you don't call back within five minutes, your chance of reaching that lead drops by 80%. And let's be honest -- when your team is running three trucks and juggling dispatch, "call back within five minutes" doesn't happen.

An AI receptionist solves this by answering every call instantly -- no hold time, no voicemail, no missed opportunity. But the real question ServiceTitan users have is: how does the call data actually get into ServiceTitan? That's what this guide covers.

How the integration works (step by step)

Call2Calendar connects to ServiceTitan through Zapier and webhooks. This is not a native, built-in integration -- we want to be upfront about that. ServiceTitan has a relatively closed ecosystem, and direct API integrations require their partner program. What we've built is a reliable automation pipeline that gets call data into ServiceTitan within minutes of the call ending.

Here's the flow, step by step.

Your existing phone number stays the same. Calls forward to Call2Calendar's AI receptionist, Jessica, when you can't answer -- either because the line is busy, it rings too many times, or it's after hours. The customer doesn't know anything changed. They hear a professional greeting with your company name.

Jessica answers, identifies whether it's a new customer or existing, asks what service they need, gets their address, determines urgency, and books an appointment on your calendar. She knows trade terminology -- if someone says "my AC is blowing warm air" she asks the right follow-up questions about the unit age, when it started, and whether the outdoor unit is running. The call takes 2-4 minutes.

The moment the call ends, Call2Calendar sends a structured data package via webhook to Zapier. This includes the caller's name, phone number, address, service needed, urgency level, any notes from the conversation, and the appointment time if one was booked. The data is clean and structured -- not a messy call transcript that someone has to read through.

The Zapier automation takes that structured data and pushes it into ServiceTitan. For new customers, it creates a new customer record with name, phone, address, and the service request as a note. For existing customers (matched by phone number), it updates the record and adds the new service request. If an appointment was booked, it creates a job on the dispatch board with the relevant details.

By the time your dispatcher checks the board, the job is there. Customer info populated. Service type tagged. Appointment time set. Urgency flagged. Your dispatcher doesn't need to listen to a voicemail, call back, and re-ask all the same questions. The AI already did that work. The dispatcher just confirms and assigns a tech.

What data gets synced

Not every piece of information from a phone call is useful in ServiceTitan. Here's exactly what gets pushed across and where it lands.

• Customer name -- Creates or matches the customer record in ServiceTitan
• Phone number -- Primary contact number, used for matching existing customers
• Service address -- Populates the location field for the job
• Service type -- Tagged appropriately (e.g., "AC Repair," "Water Heater," "Panel Upgrade")
• Problem description -- Detailed notes from the AI conversation, not just "customer called about AC"
• Urgency level -- Flagged as emergency, same-day, or standard so dispatch can prioritize
• Appointment date/time -- If Jessica booked on-the-spot, this populates the dispatch calendar
• Lead source -- Tagged so you can track where the call came from in ServiceTitan's reporting
• Call recording link -- Attached to the job notes so the tech or dispatcher can listen if needed

The lead source tagging is particularly useful if you're running ServiceTitan's marketing scorecard. You can see exactly how many jobs came in through Call2Calendar-answered calls versus your dispatcher-answered calls. That data tells you whether the AI is actually making a difference -- and in our experience, it always is.

Real scenario: HVAC company in July

Let's walk through what this looks like for a 5-truck HVAC company in the middle of summer.

It's a Tuesday in July. 97 degrees. Your phones start ringing at 7 AM and don't stop. Your one dispatcher is handling calls back-to-back. By 9 AM, they've booked 8 service calls and the dispatch board is filling up. Then three calls come in at the same time.

Without an AI receptionist, two of those calls go to voicemail. One caller leaves a message -- "Hi, my AC isn't working, please call me back." The other just hangs up. Your dispatcher gets to the voicemail at 11 AM, calls back, but the homeowner already booked with another company. The hang-up caller? Gone forever. You'll never know they called unless you dig through call logs.

With Call2Calendar + ServiceTitan, here's what happens instead.

Jessica picks up both overflow calls simultaneously. First caller: AC blowing warm air, unit is 12 years old, outside unit not spinning. Jessica books them for a 1-4 PM window, creates the job in ServiceTitan tagged as "AC Repair - Condenser Issue," and the tech sees the job on their ServiceTitan mobile app with full details before they even finish their current call.

Second caller: New install quote request. Just moved into a 2,400 sq ft home with a 15-year-old system. Jessica captures all the details, schedules a quote visit for Wednesday morning, and creates the opportunity in ServiceTitan with the property details and system info. Your sales tech walks into that appointment already knowing what they're dealing with.

Multiply that by 5-10 times per week during peak season. At an average job value of $400-500 for repairs and $8,000-15,000 for installs, you're looking at $10,000-$50,000 per month in revenue that would have walked away.

Technical details: Zapier, webhooks, and API

Here's the honest technical breakdown for anyone who wants to understand what's under the hood.

The connection method

Call2Calendar sends call data via a webhook to Zapier. Zapier then uses ServiceTitan's API (through their Zapier integration or custom API calls) to create customer records, jobs, and booking entries. This is an automation -- not a native, click-a-button integration like ServiceTitan's partnership with, say, Hatch or Podium.

Why not a direct API integration?

ServiceTitan's API is available through their partner program. Direct API integrations are possible, and it's something we're actively exploring. For now, the Zapier pipeline is reliable, fast (1-3 minute sync time), and doesn't require any custom development on your end. Most contractors can't tell the difference between a 2-minute sync and a real-time native integration. The job shows up in ServiceTitan before they even check the board.

What you need on your end

• A ServiceTitan account (any tier that supports API access or Zapier integration)
• A Zapier account (the free tier may work for low volume; paid tiers for higher volume)
• About 30 minutes for the Call2Calendar team to set up the automation with you

We handle the Zapier configuration during onboarding. You don't need to build any Zaps yourself. We set up the webhook, map the data fields to ServiceTitan's structure, test it with sample calls, and hand you a working integration. If something breaks or ServiceTitan updates their API, we fix it.

What this actually costs

Let's do the math so you know exactly what you're looking at.

• Call2Calendar: Starting at $299/month, flat rate. No per-call charges.
• Zapier: Free tier handles up to 100 tasks/month. Starter plan ($19.99/mo) handles 750. Professional plan ($49/mo) handles 2,000. Most contractors fall in the Starter range.
• ServiceTitan: You're already paying for this. No additional cost for the integration on their end.

Total additional cost beyond your existing ServiceTitan subscription: roughly $299-$349 per month. Compare that to a human receptionist at $2,500-$4,000/month, or an answering service at $1,000-$2,000/month for the same call volume.

Honest limitations

We're not going to pretend this is perfect. Here's what you should know before you decide.

• It's not a native integration. Data syncs through Zapier, not through a direct ServiceTitan partnership. This means there's a 1-3 minute delay between the call ending and the job appearing in ServiceTitan. For 99% of use cases, this doesn't matter. But if you need real-time, sub-second sync, this isn't there yet.
• ServiceTitan's dispatch board logic isn't controlled by the AI. Jessica books an appointment time based on your available calendar slots, but she doesn't check ServiceTitan's dispatch optimization or tech availability the way a dispatcher would. Your dispatcher may need to reassign or adjust the time slot once the job hits the board.
• Zapier has task limits. If you're getting 500+ calls a month through Call2Calendar, you'll need a paid Zapier plan. It's not expensive, but it's an extra line item.
• Complex multi-job bookings. If a customer calls needing three different services scheduled across different days, Jessica handles the primary request and notes the others. Your team would follow up on the additional scheduling through ServiceTitan's normal workflow.

None of these are dealbreakers for most contractors. The Zapier approach works well for the vast majority of ServiceTitan users, and the value of capturing every call far outweighs the minor limitations.

Getting started

If you're already paying for ServiceTitan and missing calls, the math is straightforward. You're spending $300+/month on software that manages jobs, while letting the calls that create those jobs go to voicemail. Adding an AI receptionist that feeds directly into ServiceTitan closes that gap.

Here's what the setup process looks like.

1. Book a demo. We'll show you exactly how Jessica handles calls for your specific trade and walk through the ServiceTitan integration live.
2. Onboarding call (30-45 minutes). We configure Jessica for your business -- your services, service area, pricing, hours, and calendar. We also set up the Zapier automation to your ServiceTitan account.
3. Test calls. We run 5-10 test calls to make sure data flows correctly into ServiceTitan with the right fields mapped.
4. Go live. You forward your calls to Call2Calendar and start capturing every lead. Most contractors are fully operational within 48 hours of onboarding.

You don't configure anything yourself. We build the integration, test it, and hand you a working system.