Open the mapping screen
Select and save the ServiceTitan booking system in Company info, then choose Configure ServiceTitan booking mappings. Work with the ServiceTitan administrator who understands your active job types, business units and campaign structure.
If the screen reports a resource-loading problem, resolve that connection or permission issue first. Do not guess IDs or choose an unrelated option just to make the form look complete.
Set useful fallbacks
The form includes Fallback job type, Fallback business unit and Fallback campaign. These should represent an approved, valid route for the work you intend this agent to handle. They are not permission to book services your business excludes.
Check inactive indicators in the resource list. A previously selected resource may no longer be appropriate after an account or business-unit change.
Map caller language to the right work
For each displayed service mapping, review Caller keywords, Job type, Business unit and Campaign. Use homeowner phrases alongside your internal service names. For example, a water-heater mapping may need “no hot water,” “water heater” and “tankless,” where those phrases accurately fit your approved workflow.
After choosing a Job type, the available business units can be restricted to those allowed for that job type. Use that compatible combination rather than treating the two fields as independent. A mapping's campaign can use the fallback or the specific campaign you select.
Keep keywords distinctive enough to avoid mapping every repair into the same category. Test overlapping phrases and multi-issue calls. Match your Services offered and Services not offered fields to these booking decisions.
Save and test the entire result
- Review fallback selections and each service mapping.
- Choose Save ServiceTitan booking mappings.
- Return to the agent's setup and confirm the saved booking system.
- Call a supported service scenario using an authorized test customer.
- Verify the customer, location, job type, business unit, campaign and scheduled appointment in ServiceTitan.
- Test a missing-mapping or unavailable-slot scenario and confirm the request or handoff fallback.
A mapping is not a reservation
The mapping tells the workflow what kind of job the caller needs. It does not itself reserve a time, guarantee technician capacity or waive caller confirmation. Only supported live availability and a successful booking result establish the appointment.
The Voice dashboard's verified booking count requires confirmed appointment evidence. A service request, unscheduled job or a sentence about booking is not enough. Distinct job and appointment counts can also differ from the number of calls with bookings.
Maintain mappings when operations change
Review them after adding a service, renaming or retiring a job type, changing business-unit rules or connecting another account. Keep a record of the change, then repeat both a successful-booking scenario and the relevant fallback scenario before expanding the route.