Website & leads
ServiceTitan Online Booking Integration
"Book online" can mean a customer picking a preferred window that the office confirms, or a slot that's locked the moment they click. The right one depends on your capacity, your trades and what ServiceTitan products you already pay for.
- 01
Customer picks service
Plain-language choices mapped to your job types
- 02
Rules check the request
Service area, lead time, jobs allowed online
- 03
Preferred window chosen
From windows your rules allow
- 04
Booking sent
Window, answers and campaign in the summary
- 05
CSR confirms
Books the job in ServiceTitan or calls back
- 06
Customer notified
Confirmation in your office's words
A promise made at 9 p.m. has to survive 7 a.m.
A customer books "tomorrow, 8 to 10" on your website at nine at night. At seven the next morning the dispatcher is looking at a board that already has two no-heat calls, a tech out sick and a commercial maintenance visit nobody wants to move. Whether that website booking is a pleasant surprise or a broken promise depends entirely on how the booking flow was designed.
There are really two kinds of online booking. In the first, the customer chooses a preferred window and the office confirms it, usually within the hour during business hours. In the second, the customer gets a confirmed appointment on the spot, which only works if the website knows your real capacity and is allowed to put work on the board without a person checking. Most contractors are better served by the first, and the ones who truly need the second should usually look at ServiceTitan's own product before paying for custom work.
This page covers both, as one of the flows in ServiceTitan website and lead integrations. Getting booking requests into ServiceTitan at all is part of the core ServiceTitan website integration service.
Three ways to take bookings online
Preferred-window request (our default)
The customer picks a window from the ones your rules allow, and the request arrives in ServiceTitan as a booking with the window, the answers and the campaign in it. A CSR books it as a job or calls to adjust. Nothing lands on the board unchecked.
Real-time self-scheduling with Scheduling Pro
Scheduling Pro is ServiceTitan's paid online booking add-on. It's maintained by ServiceTitan, assigns campaigns from UTM and campaign parameters, and supports Reserve with Google. If confirmed slots are the goal, it's usually the first thing to price.
Custom confirmed appointments (narrow cases)
With write permissions, ServiceTitan's API can create jobs and appointments. We consider it only for tightly defined work, such as a fixed-length tune-up in set windows, with limits, monitoring and an office that's agreed to it. We don't build open-ended direct booking for a public website.
Scheduling Pro or a custom booking flow
An honest split. If Scheduling Pro does what you need, buy it; custom work earns its cost when booking is part of something it doesn't do.
| Need | In ServiceTitan | Custom-built |
|---|---|---|
| Who maintains it | ServiceTitan, as part of a paid add-on. | Built for you and supported by us, on your website and your hosting. |
| Availability | Handled inside ServiceTitan's product, based on how your account is set up. | Windows from rules you set; live capacity only where your account and permissions allow it to be read reliably. |
| Questions and flow | Configured within the product. | Any flow: an estimate tool that ends in a booking, a maintenance-plan signup, photo uploads, trade-specific questions. |
| Supports Reserve with Google. | Your website only, unless you also use ServiceTitan's product for Google. | |
| Campaign tracking | Assigns campaigns from UTM and campaign parameters. | Attribution captured across your whole site and sent with every request. See lead source attribution. |
What a custom flow checks before offering a window
Most of the value is in the rules, not the calendar widget.
- 1
Is the address in your area?
ZIP or radius check, by business unit if your branches cover different areas. Out-of-area customers get a polite message instead of a booking the office has to decline.
- 2
Is this job allowed online?
Tune-ups, estimates and routine repairs, yes. Gas smells, flooding, sparking panels and anything with a safety risk go to the phone number, in large type.
- 3
Which windows can be offered?
Your rules: no same-day requests after noon, no Sunday windows, longer lead times for replacement estimates, blackout dates for holidays and training days.
- 4
What does the office need to know?
The trade-specific questions and, optionally, photos. These ride in the booking summary, the same as a connected contact form.
- 5
Send, confirm, and fall back
The booking goes in from the server with your campaign attached. The customer sees honest wording ("requested," not "confirmed") until the office books it, and if ServiceTitan can't be reached, the request is queued and emailed to the office.
What books well online, by trade
HVAC
Seasonal tune-ups and replacement consultations book well online. No-heat and no-cool calls in peak season usually belong on the phone, where a CSR can triage.
Plumbing
Water heater consultations, drain cleaning and fixture installs fit preferred windows. Active leaks don't.
Roofing
Inspections and estimate appointments fit well, with longer lead times and rain-day rules. A tile roof inspection during monsoon season may need a flexible window.
Garage doors
Tune-ups and opener installs suit online booking. A door stuck open with a car inside is a phone call.
Remodeling
Design consultations book well with longer windows and a few qualifying questions about scope and timeline.
The office decides how fast "requested" becomes "booked"
A preferred-window flow is only as good as the response time behind it. We agree up front how quickly the office confirms web bookings during business hours, what the customer is told after hours, and who covers Saturdays. If confirmations need to reach customers by text, those messages follow your consent rules, and ServiceTitan's own customer notifications may already cover part of this, depending on your account.
Booked web requests then flow into the same reporting as everything else. If you want to see what happens to them on the board, the dispatch and scheduling integrations page covers apps that read schedule data.
What to have ready before we talk
None of this is required for a first call, but each answer makes the scope and the quote sharper.
- Whether your account already includes Scheduling Pro or another ServiceTitan booking product
- Which job types customers may book online, and which must go to the phone
- The windows you offer, lead times and blackout rules, by business unit
- How quickly the office will confirm web bookings, in and out of business hours
- Whether capacity in ServiceTitan is kept accurate enough to book against
- How customers should be notified once a request is confirmed
Related ServiceTitan development
Mesa Web Designers is an independent developer. We are not affiliated with, endorsed by, or a partner of ServiceTitan. ServiceTitan is a trademark of its owner. What an integration can do depends on your ServiceTitan products, the permissions your admin grants, and the APIs available to your account.
Start the conversation
Take bookings without breaking the board.
Tell us which jobs you'd like booked online and what your account already includes. We'll recommend preferred windows, Scheduling Pro or a custom flow, plainly.
- Web apps, portals and integrations start from $575, priced by complexity
- The developer who scopes it builds it and answers the phone
- Built for ServiceTitan contractors nationwide
What do you need built?
Pick what fits (pick any)
Rather talk? (480) 525-7582. 0% financing on any project, 25% down. See all pricing
Online booking: questions we hear a lot.
Can customers book a confirmed appointment from our website?
It's possible, but it's not our default. ServiceTitan's Scheduling Pro add-on is built for real-time self-scheduling, and the API can create jobs and appointments with write permissions. For a custom flow we recommend preferred-window requests that a CSR confirms, and we consider direct appointments only for narrow, well-tested job types.
When should we just use Scheduling Pro?
When the goal is customers picking real appointment times online, especially if you want Reserve with Google. It's ServiceTitan's own paid product, maintained by them. Custom booking makes sense when it's part of a flow Scheduling Pro doesn't do, like an estimate tool or a maintenance-plan signup.
Can the website show our real availability?
Sometimes. ServiceTitan's API includes dispatch resources such as capacity and arrival windows, but whether they can be read for your account and whether they reflect the real board depends on your permissions and how the office maintains capacity. We check both during scoping before promising it.
What does the customer see after booking?
Honest wording: the request is received and the office will confirm the window, with a time frame your office can keep. After hours, the message says when they'll hear back and gives the phone number for anything urgent.
Take bookings without breaking the board.
Tell us which jobs you'd like booked online and what your account already includes. We'll recommend preferred windows, Scheduling Pro or a custom flow, plainly.