Description

The LiveSwitch Contact integration with ServiceTitan allows LiveSwitch Contact (LSC) customers who use ServiceTitan's field service management software to:

• Create new leads in ServiceTitan
• Add a note with a LSC session link to customers and leads when a live call or request recording occurs in LiveSwitch

Install the ServiceTitan Integration

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Features & Functionality

Create a Lead and Add a Note when a Live Call or Request Recording session occurs

When you initiate a live call or a recording is requested, the application will search ServiceTitan to see if there is an existing customer record with the same phone number. If there is, a note will be added to the customer record with a link to the session and the contact record in LiveSwitch Contact.

If there are no customers with the same phone number, the application will create a new lead and add a note to the lead with a link to the session and the contact record in LiveSwitch Contact.

All leads that are created from the application will be assigned to the LiveSwitch Leads campaign that is created on install.

Create a Lead with a link to the session and contact record in a note.

Add a note to an existing Customer.

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Note: Request Recording sessions that are created from a form fill WILL also add a note to a customer or create a new lead and add a note.\

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Installation

Step 1: Log in to your ServiceTitan account and find your Tenant ID.

To find the ServiceTitan tenant ID, go to your ServiceTitan dashboard and select the gear icon in the upper right header. From there, select "Integrations" in the left hand menu and then "API Application Access" from the expanded menu.

On the resulting screen, you will see your tenant ID in the upper-middle right of the screen.

Step 2: Send your ServiceTitan Tenant ID to LiveSwitch so we can grant you access.

Now that you have your tenant ID, send an email to [email protected] with your tenant ID. Below is a draft email you can use. Substitute with your tenant ID. We typically complete this step in just a few minutes, at which point you can continue with Step 3.

EMAIL TEMPLATE

Subject:

Request Access to LiveSwitch/ServiceTitan Integration

Body:

Hello,

I would like to install the LiveSwitch/ServiceTitan integration. My tenant ID is .

Step 3: Connect the LiveSwitch App in ServiceTitan

Once you have confirmation from LiveSwitch that you have been added to the integration, select the "Connect New App" button on the same page you found your tenant ID. On the popup screen that follows, select the LiveSwitch app and hit "Connect." On the following screen, set the "Booking Provider Restriction" input to "No Restriction" and hit "Allow Access."

Step 4: Get your Client ID and Client Secret.

Once you have connected the LiveSwitch App, you should see the following:

You will use the Client ID and Client Secret, as well as the Tenant ID from Step 1 to finish connecting the integration. First, copy the Client ID and put it somewhere you can access it later. Second, generate a Client Secret by selecting the "Generate" button.

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It is important that you copy the client secret and put it somewhere you can copy it later. After you close the popup, you will no longer be able to view the client secret again.

Step 5: Log in to your LiveSwitch Contact account.

If you are not already logged in, go to https://app.contact.liveswitch.com and log in to your Contact account.

Step 6: Go to https://app.contact.liveswitch.com/apps to access the Contact app marketplace.

You can access the app marketplace by going directly to that account or selecting the "App" menu item in the left menu bar.

Access via URL:

Access via 'Apps' menu item:

Step 7: Select 'Connect' on the ServiceTitan App

Step 8: Authorize LiveSwitch to access ServiceTitan

When you select the 'Connect' button, a new tab will automatically open that initiates the authentication process.

First, we will authenticate your LiveSwitch Contact account with the LiveSwitch API. When the screen below appears, select 'Accept' to continue.

Second, we will begin the authentication process with ServiceTitan. Before we kick you over, we will need to configure some values in ServiceTitan and input them into the screen below. These are the same values from Step 1 and Step 4 above. Once you have entered the values, click 'Submit.'

On the resulting page, you will select the organization you would like to connect with LiveSwitch Contact. If you only have one organization in ServiceTitan, select the single item in the list. If you have multiple organizations, select the organization you would like to connect before hitting submit.

Once you hit submit, the final pieces should kick off and complete automatically. If you run into any issues, please contact [email protected]