How to track unsold estimates in ServiceTitan?

Open Follow Up, then Unsold Estimates. ServiceTitan creates an opportunity the moment a tech writes an estimate on a booked job and does not sell it. Filter Open, sort by value, and work that list until each row is sold, dismissed, or has a next follow-up date. The list is tracking. Calling is a separate job.

This is the click path for a 2-to-10 truck shop on ServiceTitan whose change-outs sit in Follow Up until someone owns the list.

What “tracked” actually means

An unsold estimate is an opportunity. ServiceTitan’s Follow Up screen (updated 2026-07-11) is the list: estimates written on a booked job and not sold, each with a status and a next date. It is not a reminder to the customer.

Status	What it means	Follow up?
Not Attempted	Default. Nobody has logged a follow-up	Yes, today
Unreachable	Last log skipped Successfully reached the customer	Yes, next date
Contacted	Last log checked that box. Nothing sold	Yes, the date they gave you
Won	Sold at or above the job type Sold threshold	No. Book from Sold Estimates
Dismissed	They said no, or the sold amount was under the threshold	No. Reopen if they come back

Good, Better, and Best on the same job are one opportunity. ServiceTitan’s roofing Follow Up help (updated 2026-09-27) puts all three on one row because only one can sell. Tracked means a real status, a next Follow Up On date, and a note. A growing Not Attempted pile is a list, not a system.

Open the Unsold Estimates list

You need View Follow Ups. Edit Estimates in Follow Ups is the permission to log, sell, and dismiss.

1. Click Follow Up. The first tab is Unsold Estimates.
2. Filter Opportunity Status to Open. Leave Won and Dismissed off the working list.
3. Filter Business Unit, Job Type, and Technician if you only own one desk.
4. Sort by value, highest first. ServiceTitan’s follow-up help (updated 2026-07-11) tells you to do that on purpose.
5. Bookmark that URL. Click Refresh Table after you dismiss or log, or the count stays stale.

Export is there if you have permission. Use it for a 90-day dump, not as the daily list.

On the phone, tap Follow Up, then View Opportunity. ServiceTitan’s mobile Follow Up help (updated 2026-06-24) uses Phone, Mail, Calendar, and Log A Follow Up. Filters apply only after you tap search.

Work one opportunity

Click the row. Read the estimator’s notes and the follow-up history before you dial. ServiceTitan’s path is Call the customer, then OK. After the call, pick one ending:

• They buy. Sold/Convert, pick who sold it, then book from Sold Estimates if you are not booking on the spot.
• They need time. Log a follow-up. Write the real reason. Set Change appointment date. Check Successfully reached the customer only if you spoke to them.
• They want a different option. Edit the estimate, or add one from View Invoice > Add an estimate. Stay on the same opportunity.
• They are done. Dismiss next to that estimate, or Dismiss at the top of the opportunity if they want no more calls about this job. Two different buttons. Dismiss so CSRs can trust every remaining row is still a sale.

Do not delete an open estimate to clear the list. Dismiss it. Delete only if it was created by mistake. To change the next date without a new log, edit the estimate, open Price Details, and edit Follow Up On.

Run the Opportunity and Estimate Follow Up report

The screen is today’s queue. The report is whether anyone is working it.

1. Go to Reports, then Opportunity and Estimate Follow Up. ServiceTitan’s report help (updated 2026-07-10) is this path.
2. Set Date Type to Creation Date for the last 30 or 90 days. Use Follow Up Date on Monday for what is due this week.
3. Run it, filter out Won and Dismissed, sort by Estimate Age (Days) and Number of Follow Ups.

A 21-day-old Open estimate with zero follow-ups is untracked, even though it sits on the screen. Click the estimate ID, parent job, or opportunity number to open the record.

Why a row is missing

The list only knows what ServiceTitan was allowed to create.

What happened	What you see	Fix
Estimate on a booked job, not sold	On Unsold Estimates	Work it
Estimate from Call Booking, no job booked	No opportunity	Book a job, or track it by hand
Tech looks on mobile, job still open	Missing on the phone, visible in Office	Complete the job. Help, published 2026-03-16
Dismissed last month	Gone from Open	Filter Dismissed, then Reopen
Sold under the Sold threshold	Treated as Dismissed, not Won	Check the job type threshold
Logged a note, skipped Successfully reached the customer	Unreachable, cannot undo from the Audit Trail	Log the next touch correctly

There is no bulk dismiss. Last summer’s dead quotes come off one at a time, which is why the Open count sits untouched.

On r/HVAC, shops already on ServiceTitan still ask for a follow-up program, and the reply is the Follow Up tab. On r/estimators, one HVAC estimator called it a strong estimate builder with weak deal management. The screen has a status and a date. A person still has to run the cadence.

What ServiceTitan already sends

ServiceTitan wins the list, the report, and the automated nudge. Those are already in the product. They do not pick up the phone.

Job	Follow Up screen	Marketing Pro or Virtual Agent	A person on the phone
Builds the open list	Yes, from booked jobs	Uses the same open estimates	Only if someone opens Follow Up
Emails or texts the customer	No	Yes, on the schedule you set	No
Picks up the phone	No. You click Call the customer	No	Yes
Answers what the visit included	No	Virtual Agent can, in Private Preview	Yes, from the notes
Logs why they said no	Only if you write it	Not captured	Only if you write it
Cost	Included in ServiceTitan	Marketing add-on. Virtual Agent is preview	Time, a CSR, or a hire

Marketing Pro (updated 2026-07-11) has a Foundational Unsold Estimates campaign. It stops when the estimate is sold or dismissed. Launch email first if SMS registration is still pending.

A Virtual Agent that texts unsold estimates is in Private Preview as of 2026-09-30. Notify & Handoff lands approvals on Sold Estimates. Convert & Book also books the job. Do not run it on the same audience as Marketing Pro.

Keep the emails and texts on. How to follow up on HVAC estimates that haven’t closed is the call cadence on top of that list.

Four ways shops actually keep the list current

1. Run Follow Up as designed

Office, every morning. Unsold Estimates, Open, highest dollar first. Log or dismiss before you leave the row. Right answer when someone is at the desk. It breaks the first full week.

2. The tech works Follow Up from the truck

After the job is Completed, the opportunity shows on mobile. Same-hour check-in from the person who wrote the quote is the best first touch. It stops the afternoon they have three more houses.

3. Hire someone whose job is the list

Job posts from 2025 list a sales VA for estimate follow-up at about $700 a month and an estimator or lead converter at about $400 a month. You still hire, train them, and check that every no has a reason.

4. Use software that builds the daily call list from open estimates

A newer set of tools leaves ServiceTitan in place, pulls open estimates, and puts each one on a call cadence so the office, or a caller working as the shop, actually dials. We make Escloser, which does this, so weigh that suggestion accordingly. Ask who is on the phone.

How to tell this week

Tracking is working when yesterday’s unsold change-outs are Contacted or have a next date, Not Attempted is only today’s work, lost jobs are Dismissed with a reason, and Friday’s Open count is shorter than Monday’s. Thirty-day-old Open estimates with zero follow-ups mean the screen is on and nobody is using it.

Open last month’s estimates in Follow Up. Lay the Open and Not Attempted rows next to the phone. Start there. They already exist.