Read this page as a quick path: scan the headings, use the step blocks, and escalate if the expected result does not happen.
This is typically caused by incomplete field mapping or a missing setup step in the integration settings.
Troubleshooting steps
For the booking integration to work, you must map the fields as follows:
Note that {Summary} and {Source} can be mapped as default fields (fixed values) rather than dynamic field mappings. All other ServiceTitan fields are optional.
- Go to Campaign Settings → Integrations and API → CRM tab and click into your ServiceTitan integration.
- Select the Leads tab and make sure the When lead joins campaign dropdown is set to Create New Booking In Service Titan (not "Nothing to action").
- Check the Map your fields section. All required fields are marked with an asterisk (*) and must be mapped before the integration will work. A "Setup Required" warning will display if any required fields are missing.
- The required ServiceTitan fields are: Source, Name, Email, Summary, Is First Time Client, and External Id. Make sure each one has a value mapped from Referral Factory.
- {First Name} in Referral Factory → {Name} in ServiceTitan
- {Email} in Referral Factory → {Email} in ServiceTitan
- {Referral Code} in Referral Factory → {External ID} in ServiceTitan
- Any field in Referral Factory → {Summary} in ServiceTitan (can also be set as a default value)
- Any field in Referral Factory → {Source} in ServiceTitan (can also be set as a default value)
- After checking all fields, click Save Changes at the bottom of the page.
- If the issue persists, try disconnecting and reconnecting the integration entirely to refresh the connection.
Common causes
- "Nothing to action" is selected — if the Leads tab dropdown is set to "Nothing to action," no bookings will be created in ServiceTitan
- Required fields not mapped — if any required field in the mapping is empty, the integration will not send data
- Booking Provider Value is incorrect — if the wrong Booking Provider Value was entered during the Finalize step, bookings may fail. You can find the correct value in your ServiceTitan account under Settings → Integrations → API Application Access → your Referral Factory app details
If the issue persists
Contact support with:
Support can identify if a specific required element is missing from the field mapping.
- A screen recording showing the problem
- The specific error message (if any) displayed when attempting to create a booking
- The email address of a test referral that failed to book