Setup guide
Connect Scout to ServiceTitan
Scout's team connects Scout to your ServiceTitan account with you on a setup call, and you'll need someone with ServiceTitan admin access on that call. Once it's connected, Scout reads your book and books and reschedules jobs directly in ServiceTitan.
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Before you start
- Someone at your shop with admin access to ServiceTitan, free for the setup call.
- Your team list: name, role, mobile number and email for the office, dispatchers and techs.
- Which kinds of jobs Scout may book, and which techs take them.
- Keep API keys and passwords out of email and text. Scout's team enters the keys straight into your Scout's settings with you.
Steps
Give Scout API access to ServiceTitan
On the setup call, your ServiceTitan admin works with Scout's team to give Scout API access to your ServiceTitan account. The connection uses four values: a client ID, a client secret, an app key and your tenant ID.
Enter the values in your Scout
Scout's team types them into the CRM connection in your Scout's settings. Keys are saved only in your own Scout and aren't shown again once saved.
Test the connection
The test reads your live customer count from ServiceTitan using exactly what was typed. When the count comes back, the keys work.
Save it and let Scout load your book
After the connection is saved, Scout switches to it on its next restart, then loads your customers, jobs, invoices, equipment and notes and keeps them up to date on its own.
Set your booking rules
Pick the job types Scout can book and the techs who take them. Teach Scout your shop rules in Scout Chat by saying "remember that", like your diagnostic fee.
Test calls, then go live
Before go-live, Scout's team makes test calls with you, checks each call in Scout, checks any resulting booking in your software and removes the test jobs. While you test, Scout's texts go only to a test phone, except when Scout is answering a customer who already texted in.
What Scout reads and writes in ServiceTitan
- Reads
- Customers and their service locations
- Jobs and the schedule
- Estimates and invoices
- Memberships and when plan visits are due
- Equipment on file
- Your techs
- Writes
- New jobs Scout books from calls and new leads, and from a campaign when you turn booking on for it
- Reschedules, when a customer calls to move a job
- Changes your team asks for in Scout Chat, like adding a customer, when your shop has those switched on
- Payments
- Reminder texts can include a secure link to pay, depending on your payment setup, and pay-link payments go into your own Stripe or Square account
- Doesn't do
- Send quotes or invoices to customers from Scout Chat: drafts wait for your review
- Merge duplicate customer records
- Renew memberships or charge a card on its own
- Close out jobs
What changes for your team
- Your team keeps working in ServiceTitan as today. Jobs Scout books are ServiceTitan jobs, on the same board.
- Replies to Scout's texts land in Scout's inbox, where the office can read a conversation, take it over and hand it back.
- Anyone on the team can ask Scout Chat about the book in plain words, by voice or text.
Disconnect Scout from ServiceTitan
Tell Scout's team, and we remove the saved connection from your Scout. Your ServiceTitan admin can also remove Scout's API access on the ServiceTitan side; after that, Scout can't read or change anything there.
Jobs Scout already booked are ordinary ServiceTitan jobs, so they stay on your board.
Troubleshooting and common questions
The connection test fails.
Your admin and Scout's team recheck each of the four values: that each was copied whole, with no character missing, and that all four come from the ServiceTitan account your shop runs on. Then run the test again. If it still fails, Scout's team looks into it with you.
Scout's lists look empty right after setup.
A new connection goes live after Scout restarts, and then Scout loads your book. If the lists still look empty after that, tell Scout's team so we can check the connection.
A tech shows up twice in Scout.
Scout matches each tech to their ServiceTitan record by the record's ID or by mobile number. When neither matches, the tech appears twice: send us the mobile number exactly as it is on the tech's record.
Still stuck? Talk to us or email [email protected].
See what's sitting in your book.
We'll walk through how Scout gets jobs booked and invoices paid.
