How to Automate Your HVAC Scheduling with ServiceTitan + Eric

You've invested in ServiceTitan. You've got your dispatch board dialed in, your technicians have tablets, and your invoicing is automated. But there's still one bottleneck: the phone.

Every call that comes in still requires someone to manually check availability, enter customer info, and create a job. It works—until you're busy. Then calls stack up, hold times increase, and customers hang up.

This guide shows you how to connect Eric to ServiceTitan for fully automated scheduling—from first ring to confirmed appointment.

What We're Building

By the end of this setup, here's what happens when a customer calls:

1. Eric answers in under 2 seconds
2. Identifies if it's an existing customer (via phone number lookup)
3. Asks qualifying questions (service type, urgency, location)
4. Checks real-time availability in ServiceTitan
5. Books the appointment and creates the job
6. Sends confirmation to customer and notifies your team

No human intervention required. The job shows up on your dispatch board, ready to assign.

Prerequisites

Step 1: Connect ServiceTitan to Eric

In your Eric dashboard, navigate to Settings → Integrations → ServiceTitan.

You'll need three pieces of information from ServiceTitan:

To find these in ServiceTitan:

1. Go to Settings → Integrations → API Application Access
2. Click Create Application
3. Name it "Eric AI" and select these scopes:
   • Customers (read/write)
   • Jobs (read/write)
   • Appointments (read/write)
   • Dispatch (read)
4. Copy the credentials and paste them into Eric

Click Test Connection. You should see a green checkmark confirming the integration is active.

Step 2: Configure Your Service Types

Eric needs to know what services you offer and how to categorize incoming requests. This mapping ensures jobs are created with the correct business unit, job type, and priority.

In Eric, go to Services → Service Configuration:

For emergencies, Eric can be configured to immediately transfer to an on-call technician while still creating the job record.

Step 3: Set Up Availability Rules

Eric pulls real-time availability from your ServiceTitan dispatch board. But you need to tell it your booking rules:

Eric will only offer time slots that have actual availability. No more double-bookings or promising times you can't deliver.

Step 4: Configure Customer Matching

When a call comes in, Eric automatically searches ServiceTitan for existing customer records using the caller's phone number. This enables:

• Personalized greetings: "Hi Mrs. Johnson, thanks for calling back!"
• Service history context: "I see we installed your system in 2022. Is this related to that unit?"
• Address pre-fill: No need to ask for address if we have it on file
• Membership recognition: "As a maintenance plan member, we can get you priority scheduling."

For new customers, Eric collects the required information conversationally and creates a new customer record in ServiceTitan before booking.

Step 5: Test the Integration

Before going live, run through these test scenarios:

Step 6: Go Live

Once testing is complete:

1. Forward your main business line to your Eric number
2. Set up a fallback to your cell for the first week (just in case)
3. Monitor the Eric dashboard for the first few days
4. Review call transcripts and job accuracy

Most issues surface within the first 48 hours. Typical adjustments include:

• Adding service area ZIP codes you forgot
• Adjusting job type mappings for edge cases
• Tweaking the greeting for your brand voice

Real Results

Here's what HVAC companies typically see within 30 days of this setup:

The 67% auto-book rate means two-thirds of your calls are handled entirely by Eric—no CSR needed. The remaining 33% are typically complex situations (commercial accounts, special requests) that Eric transfers with full context.

What About Jobber?

If you use Jobber instead of ServiceTitan, the process is nearly identical. Eric supports both platforms with the same feature set. The main differences are in the API setup steps—Jobber uses OAuth, so you'll click "Connect with Jobber" instead of entering API keys manually.

Wrapping Up

Automation isn't about replacing your team—it's about freeing them to do work that actually requires human judgment. When Eric handles the routine calls (which is most of them), your CSRs can focus on complex situations, customer follow-ups, and tasks that move the business forward.

The best part? Customers don't know the difference. They just know someone answered on the first ring, understood their problem, and got them scheduled. That's all they wanted in the first place.