How to connect Contour to ServiceTitan

When Contour is connected to ServiceTitan, a booked call becomes a real job on your board. Contour finds or creates the customer and location, creates the job with the right job type, business unit, and priority, writes the call summary into the notes, reads your capacity so it only offers windows you can make, and links the recording and transcript to the job. Your dispatcher opens ServiceTitan in the morning and the overnight calls are already there.

Getting connected takes one ServiceTitan admin, about thirty minutes of your time, and the onboarding call with us. Here is the order of operations.

What you will need

1. A ServiceTitan user with admin rights. Creating API credentials is an admin-only action.
2. Your ServiceTitan tenant ID. Your admin can find it in ServiceTitan's settings, and ServiceTitan support can confirm it.
3. A list of the job types you want Contour to use. Pull it from ServiceTitan so the names match exactly.
4. A list of your business units (for example Plumbing Service, Plumbing Install, HVAC Service) and which job types belong to which.
5. Your arrival windows (for example 8 to 10, 10 to 12, 12 to 2, 2 to 4) and which ones Contour may offer.
6. Your priority labels in ServiceTitan (commonly Urgent, High, Normal, Low) and which triage tier maps to each.

Have these written down before the onboarding call.

Create API credentials in ServiceTitan

ServiceTitan exposes its API through applications that an admin registers. The exact menu names change as ServiceTitan updates its product, so treat the steps below as a map, not a script. ServiceTitan's developer documentation at developer.servicetitan.com is the source of truth.

1. Sign in to ServiceTitan as an admin.
2. Open the Integrations area in settings and find the section for API applications or API access.
3. Create a new application. Name it something obvious like "Contour" so future admins know what it is.
4. ServiceTitan will show a client ID and let you generate a client secret. The secret is shown once. Copy it somewhere safe immediately.
5. Note the tenant ID alongside the client ID and secret. Contour needs all three.
6. Grant the application the scopes it needs. Contour needs to read and write customers, locations, and jobs, read your business units and job types, and read scheduling capacity. If ServiceTitan asks you to pick scopes individually, we will give you the exact list on the onboarding call.
7. If ServiceTitan requires that the application be approved or connected on the tenant side before it works, finish that step. Some ServiceTitan accounts have a separate approval flow that takes a day or two. Start early.

Share the credentials on the onboarding call

We do the connection together so nothing gets lost.

1. Book your onboarding call at /demo if you have not already.
2. Have the tenant ID, client ID, and client secret ready. Have your admin on the call if possible, in case a scope or approval needs adjusting live.
3. We enter the credentials in your Contour settings and run a read-only test: pull your business units, job types, and a sample of upcoming appointments. If that works, the connection is live.
4. If the test fails, the usual culprits are a missing scope, an application that has not been approved on the ServiceTitan side, or a typo in the tenant ID. We fix it on the call.

Map job types and business units

This is where you tell Contour what a "booked call" should look like on your board. You decide the mapping, we enter it.

1. For each triage tier (see emergency triage rules), pick the job type Contour should use. A common plumbing mapping:

   Call	ServiceTitan job type	Business unit
   Active leak, sewage backup, no water	Emergency Plumbing Service	Plumbing Service
   No hot water, water heater issue	Water Heater Diagnostic	Plumbing Service
   Drain, clog, slow sink	Drain Cleaning	Plumbing Service
   General repair, running toilet, faucet	Plumbing Diagnostic	Plumbing Service
   Estimate for replacement or repipe	Plumbing Estimate	Plumbing Install

2. If you run multiple trades, map each trade's calls to the right business unit. An HVAC "no heat" call should never land in the plumbing BU.

3. Decide what Contour does with a call that does not match any row. Most shops choose a general diagnostic job type and tell Contour to flag it in the notes.

4. Decide on tags. If your dispatcher relies on tags like "After Hours" or "Phone Booked," tell us and Contour can apply them.

5. Decide how Contour handles existing customers. Contour searches by phone number first, then by name and address, before creating a new customer. If you have a lot of duplicate records already, tell us which field to trust.

Choose bookable arrival windows and priorities

Contour reads your capacity in ServiceTitan so it only offers windows your shop can actually make. You still decide which windows are on the table.

1. List your standard arrival windows and tell us which Contour may offer. Many shops hold back the first window of the day for callbacks and let Contour book the rest.

2. Set emergency windows separately. For example: tonight until 10 pm, then 7 to 9 am. Contour only offers these to Urgent calls.

3. Set a booking horizon. Two weeks is typical. Contour will not offer a slot further out than that; it takes a message instead.

4. Map triage tiers to ServiceTitan priorities:

   Triage tier	ServiceTitan priority
   Urgent	Urgent
   Same-day	High
   Next available	Normal

5. Decide whether Contour assigns a technician or leaves the job unassigned for your dispatcher. Most shops leave it unassigned and let dispatch sort it in the morning.

6. Tell us what goes in the job summary. Contour writes the caller's description of the problem, the answers to triage questions (what, where, how bad, how long), any shutoff steps the caller took, and whether a transfer was attempted. The recording and transcript are linked on the job.

Test with one call

Do not go live on a Friday night without this.

1. Forward your line to Contour, or call your Contour number directly for the test. See how to forward your line.
2. Call in and play a realistic customer. Use a real address in your service area. Pick a Same-day scenario like "no hot water, the heater will not light."
3. Let Contour ask its questions and offer windows. Book one.
4. Open ServiceTitan. Find the job. Check:
   • Customer and location were created (or matched, if you used a phone number already in your system).
   • Job type and business unit are the ones you mapped.
   • Priority is High (or whatever you set for Same-day).
   • The arrival window matches what Contour offered.
   • The summary reads like something your tech can act on.
   • The recording and transcript links open.
5. Check your phone. The summary text should arrive within about a minute.
6. Cancel the test job in ServiceTitan.
7. Run a second test as an Urgent call and confirm the priority, the URGENT text, and that the job landed in an emergency window.

What to review in week one

The connection will work on day one. The mapping is what you refine. Spend ten minutes each morning the first week looking at these things.

1. Duplicate customers. Did Contour create a new customer for someone who was already in your system? This usually means the caller used a different phone number than the one on file. Decide whether you want Contour to be more aggressive about matching on name and address, and tell us.
2. Wrong business unit. If a plumbing call landed in HVAC, the trigger phrases for that mapping need tightening. Send us the job number and we adjust.
3. Notes quality. Read the summaries. Are they long enough for a tech to walk in prepared? Too long? Missing the one question your techs always ask? Tell us the question and Contour will add it.
4. Window fit. Did Contour book into a window your dispatcher would not have chosen? Pull that window from the offer list.
5. Priority accuracy. Did anything marked Urgent turn out to be routine, or the reverse? Adjust the triage rules.
6. Transfer behavior. Check the jobs where a transfer was attempted. Did the right person get the call at the right hour?

After week one, most shops check in weekly, then monthly. The mapping stabilizes fast.

More detail on the integration is on the ServiceTitan integration page. If you are not on ServiceTitan, see how to connect Contour to Google Calendar instead. ServiceTitan and Google Calendar are the two scheduling integrations Contour supports today.