Workflow automation
ServiceTitan Estimate Follow-Up Automation
Every unsold estimate in ServiceTitan is a customer who already let you in the house and heard a price. A follow-up system makes sure each one gets a timely, approved, well-judged next touch, and stops the moment it's sold.
- 01
Find open estimates
A scheduled check reads estimates that are neither sold nor dismissed.
- 02
Apply your timing
Days since presented, amount and business unit decide who is due.
- 03
Queue for approval
The salesperson or manager sends, edits or skips each message.
- 04
Send by consent
Email or text, only by a channel the customer agreed to.
- 05
Stop when sold
Sold, dismissed, a new booking or an opt-out ends the sequence.
- 06
Log every touch
Each message is recorded against the estimate it came from.
The estimates nobody calls back
A comfort advisor presents three options on a $14,000 system replacement on a Tuesday evening. The homeowners want to talk it over. On Wednesday the advisor runs four more calls, on Thursday a heat wave fills the board, and by the next week the estimate is one line among hundreds. Nobody decided to let it go. It just went quiet.
Multiply that across a sales team and a season and the open-estimate list in ServiceTitan becomes the largest pile of uncollected work in the company. The data is all there: who was quoted, for what, when, by whom, and whether it sold. What's missing is a process that looks at that list every day and makes sure the right person does the right thing next.
That process can be a disciplined manager with a spreadsheet. More often it's software, because the manager has a spreadsheet and fifteen other jobs.
What a follow-up system does
Keeps a live list of open estimates
Every estimate that's neither sold nor dismissed, with age, amount, salesperson and business unit, refreshed on a schedule from ServiceTitan.
Flags the stale ones
An estimate past your threshold with no logged touch gets flagged to the salesperson and, after a second threshold, to the manager.
Runs timed sequences
For example a thank-you the next day, a check-in at day five, a last note at day twenty. Your timing, your wording, your exceptions.
Puts a person in the loop
Messages land in an approval queue. The salesperson can send as written, edit, skip or pause the whole sequence for that customer.
Matches channel to consent
Email, text or a call task, chosen by what the customer agreed to and what they prefer. No consent on file means no text.
Stops cleanly
Sold, dismissed, a new job booked, a reply or an opt-out ends the sequence on the next check, so nobody gets a nudge about a system that's already installed.
How it works with ServiceTitan
The shape of the build. Exact rules come out of a scoping conversation with whoever runs sales.
- 1
Read estimates on a schedule
The integration reads estimates and their status through ServiceTitan's Sales & Estimates API with read permission your admin approves. Changes are picked up from ServiceTitan's export feeds, which ServiceTitan notes generally reflect changes after about 15 minutes. That's plenty fast for follow-up measured in days.
- 2
Apply your rules
Which business units and job types count, minimum amounts, how several options presented on one visit are treated as one conversation, and which customers are excluded, such as commercial accounts handled by a dedicated rep.
- 3
Build the day's queue
Each morning the salesperson sees who is due, the estimate summary, the last touch and the suggested message. The manager sees everyone's queue and what's overdue.
- 4
Approve and send
Approved emails and texts go out through a sending provider during allowed hours. Call tasks stay as tasks; nobody gets auto-dialed.
- 5
Stop, close out, or write back
The Estimates API can also mark an estimate sold or dismissed, so a salesperson could close one out from the follow-up screen. That needs write permission, and many shops prefer to keep it in ServiceTitan. We decide that with you.
- 6
Log everything
Every touch is recorded in the app against the estimate. Whether it can also be written into ServiceTitan, for example as a note, depends on your account's permissions, and we confirm that during scoping.
What ServiceTitan covers and what custom adds
| Need | In ServiceTitan | Custom-built |
|---|---|---|
| Seeing open estimates | Estimate reports and sales views inside ServiceTitan, depending on your products and configuration. | A daily queue per salesperson, built around your definition of stale and your exclusions. |
| Follow-up messages | ServiceTitan's own marketing and communication tools, if your account includes them. | Sequences timed by your rules, with every message approved by a person before it sends. |
| Customer accepting | The New Customer Portal lets customers view and accept estimates. | Messages that point customers to the portal or back to their salesperson. We don't rebuild acceptance. |
| Stopping | Marking an estimate sold or dismissed in ServiceTitan. | Automatic stop on sold, dismissed, new booking, reply or opt-out, checked before every send. |
We've built this kind of system before
HomeService WebApp is an estimate-recovery application for contractors built on PHP, MySQL, Stripe and the ServiceTitan API. It tracks outstanding estimates, flags the stale ones and runs automated follow-up. A custom project starts from that experience and is shaped around your sales process, your thresholds and your approval rules.
If you want the estimate data for reporting rather than follow-up, such as close rates by salesperson or sold versus dismissed by business unit, that's covered under estimates and invoice integrations. A follow-up tool with its own screens for the sales team is a kind of custom ServiceTitan application, and a Monday summary of what's still open fits naturally into scheduled report emails. The broader picture is on the ServiceTitan workflow automation page.
How the rules differ by trade
HVAC
Replacement estimates with good, better and best options get one conversation, not three. Sequences can pause during a heat wave, when the board is full and the customer's unit may make the decision for them.
Plumbing
A water heater replacement goes cold in days, so the timing is short. A whole-home repipe is a longer conversation with a longer sequence and an earlier manager flag.
Roofing
An estimate waiting on an insurance adjuster shouldn't get a nudge. A pause flag holds the sequence until the claim moves, and monsoon season changes the urgency of the message.
Electrical
A panel upgrade waiting on a utility appointment is paused, not chased. Smaller repair estimates get a single reminder and a call task.
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.
- How you define a stale estimate, and whether it differs by business unit
- Which job types, amounts and customer types are included or excluded
- Who approves messages: the salesperson, the sales manager, or both
- How you collect and record consent for texts and emails today
- Which email or text provider you use, or would use
- Whether the tool should only read estimates or also mark them sold or dismissed
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
Stop letting estimates go quiet.
Tell us how many estimates go unsold in a typical month and how follow-up works today. We'll show you what an approval-based follow-up system would look like for your team.
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Estimate follow-up: questions we hear a lot.
Which estimates does the system follow up on?
Only the ones your rules include: open estimates, neither sold nor dismissed, past a set age, usually above a minimum amount and in chosen business units. Several options presented on one visit are treated as one conversation so the customer hears from you once.
What stops the follow-up?
The estimate being marked sold or dismissed in ServiceTitan, a new job booked for the customer, a reply, an opt-out, or a salesperson pausing it. Every send re-checks those conditions first.
Can it text customers about their estimate?
Only customers whose consent fits that kind of message, recorded in a way you can show later. Consent rules for texts are strict, so your attorney should approve the wording. Without consent on file, the system uses email or a call task instead.
Does the salesperson lose control of their customers?
No. Messages sit in an approval queue where the salesperson can send, edit, skip or pause. Managers see what's overdue, which tends to be the part salespeople like least and owners like most.
Is this the same as HomeService WebApp?
It's the same kind of system. HomeService WebApp is an estimate-recovery app for contractors that we built on PHP, MySQL, Stripe and the ServiceTitan API. A custom project is shaped around your own sales process and rules.
Stop letting estimates go quiet.
Tell us how many estimates go unsold in a typical month and how follow-up works today. We'll show you what an approval-based follow-up system would look like for your team.