Service that calls customers back on unsold estimates in ServiceTitan?

A service that calls customers back on unsold estimates in ServiceTitan is a person who opens Follow Up, Unsold Estimates and dials from the estimator’s notes. ServiceTitan already emails and texts. A person still has to click Call the customer.

This is the buy for a 2-to-10 truck HVAC, plumbing or electrical shop on ServiceTitan whose change-outs sit Open after the visit, and who is weighing Marketing Pro, Hatch, a sales VA, HVAC Callback, or calling back after hours.

Four products share this search

Follow Up is the Unsold Estimates list. Marketing Pro and the Virtual Agent email or text. Hatch runs sequences on top of ServiceTitan. A callback service or VA is the person who dials yesterday’s Open change-outs.

ServiceTitan’s own X post on 2026-03-27 put the split in one line: “Stop chasing follow-ups. Text + email go out automatically. Customer views estimate → you call.” On r/HVAC in April 2022, shops already on ServiceTitan still asked for a follow-up program, and the reply was the Follow Up tab. On r/hvacadvice in September 2026, the same search got “It’s called Hatch.”

How to track unsold estimates in ServiceTitan is the list. This page is who picks up the phone.

What the job actually is

An unsold estimate stays Open until someone sells it, dismisses it, or the customer approves it. How to follow up on HVAC estimates that haven’t closed is the habit: same business hour, then days 2, 4, 7 and 14. Read the notes. Confirm the file arrived. Ask the hold-up. Book the yes. Log the no. Equipment questions go back to the comfort advisor.

On X in September 2023, Chris Hoffmann described the inside-sales job as a daily happy call on yesterday’s unsold estimates, sorted by dollar, from the field notes. Should the CSR or the technician follow up? is who owns the first hour. The technician wins that call when they can make it.

There is no reliable public number for how much a callback service raises close rate. Hatch’s HVAC estimate follow-up study (dated 2024-09-23, read 2026-11-02) analyzed 163,212 campaigns and reported a 60% average reply rate. That is replies, not signed jobs. Score it from Follow Up: open this month, called within a business hour, booked after a call, lost with a reason.

Prices below are from each vendor’s own page, read 2026-11-02, unless a help article carries an earlier updated date.

Job	ServiceTitan native	Hatch	Dedicated callback	CSR or VA
Pulls Unsold Estimates	Follow Up is the list	Syncs estimate status	HVAC Callback: an export. Contractor In Charge: sits in ServiceTitan	Yes, with access
Reminder email or text	Marketing Pro: up to four SMS. Virtual Agent: two-way SMS in preview	Text, email, AI voice	During agreed hours	If you write it
Person on the phone	You click Call the customer	AI first, then a human	HVAC Callback callers, or Contractor In Charge agents	The CSR, VA, or estimator
Logs the no	If you write the follow-up	Cancel reasons, if written back	Notes handed to the office	If you check the log
Cost	Included, plus Pro add-ons quote-only	Quote-only. Platform plus usage	HVAC Callback $2,000 a month, one location. Contractor In Charge billed weekly, no list price	BLS May 2025 CSR $21.53 an hour. VirtuHire $1,500 to $1,900. Time etc $760 for 20 hours

ServiceTitan wins the list and the reminder. Hatch wins the sequence. HVAC Callback wins a dedicated HVAC callback from an export. Contractor In Charge wins 24/7 inbound plus estimates booked in ServiceTitan. The CSR or VA wins when someone sits in Follow Up.

What ServiceTitan already does

Follow Up, Unsold Estimates, filter Open, sort by value. ServiceTitan’s Follow Up screen (updated 2026-10-15) does not send. A person clicks Call the customer (updated 2026-10-15), then sells it, logs a next date, or dismisses it. Bulk dismiss is not supported.

Marketing Pro (updated 2026-10-16) can send an Unsold Estimates SMS campaign, up to four texts, and stop on Call Created, Job Booked, or no trigger. A Virtual Agent that texts unsold estimates is in Private Preview as of 2026-10-26 and is not on every account. Can ServiceTitan’s virtual agent follow up on unsold estimates? is that split. Do not run it on the same audience as Marketing Pro.

ServiceTitan pricing (read 2026-11-02) is request-a-quote. Marketing Pro and Virtual Agent sit under Pro. No public dollar. Keep the emails and texts on. They never forget.

Hatch sits on ServiceTitan

On r/hvacadvice, Hatch is the name shops already reach for. Hatch’s ServiceTitan page (read 2026-11-02) is a certified app: bidirectional sync, estimate status, cancel reasons, and AI that books onto the ServiceTitan calendar. Calls on that page are powered by OpenAI’s GPT-Live-1. Hatch pricing the same day is a platform fee plus usage, annual plans paid monthly per location. No public dollar.

That study measured reply rate on 2-day campaigns. Once the customer replies, a person can jump in, or an AI bot can keep going. Text reminders vs phone calls is the hold-up split. On r/HandymanBusiness in October 2026, shops said people ignore the texts and pick up on a day-7 call.

Hatch wins a shop that will pay for the sequence and still own Follow Up. It stops when the hold-up is in the notes and nobody reads them.

People who dial the list

HVAC Callback (read 2026-11-02) is the rare floor whose published product is this list. Missed inbound calls and unsold estimates for one residential HVAC location, $2,000 a month, month to month, 7-day cancel. Setup is a missed-call feed and an unsold-estimate export or list. They follow up during agreed hours and hand notes back. Their own page says they do not answer live, book, dispatch, price, quote, or close.

Contractor In Charge the same day is a 41-agent live floor. Inbound 24/7, booked into ServiceTitan, after-hours dispatch, then unsold estimates and paid leads. Billed weekly. No list price. Peak season inbound will eat a mixed seat. Can an outsourced call center follow up on unsold estimates? is that split.

VirtuHire’s HVAC page (read 2026-11-02) names quote follow-up as the first hire: a 3 / 7 / 14 day cadence and a lost-deal log, inside ServiceTitan. The specialist is $1,500 to $1,900 a month full-time, South Africa on US hours. Time etc lists a US assistant at $760 a month for 20 hours. You still write the script. Should I hire a virtual assistant to follow up on HVAC estimates? is the hire version of the same seat.

The BLS puts the US CSR median at $21.53 an hour in May 2025. That is enough when someone is at the desk.

If they reply STOP, or they ask you not to call, stop that day. The FCC (updated 2026-02-27) prohibits telemarketing calls to the home before 8 a.m. and after 9 p.m. local time, and says telemarketers must comply immediately with a do-not-call request. This is not legal advice. Check with your own counsel.

What most shops actually run

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 estimator calls from the truck

Same-hour check-in from the person who wrote the quote. Best first call. It stops the afternoon they have three more houses. Leave Marketing Pro or the Virtual Agent text on if you have it.

3. Hatch for the reminder, a person for the list

If Hatch is already on ServiceTitan, keep the sequence. Turn off a matching Marketing Pro campaign on that audience so the homeowner is not nagged twice. Work Follow Up for the ones who do not reply.

4. Put Open estimates on a daily call list

Leave ServiceTitan in place, including Marketing Pro or Hatch if they are on. Pull Open estimates onto 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, whether they have the estimator’s notes, and whether a no gets a reason on the opportunity.

How to tell this week

The split is working when yesterday’s unsold change-outs have a same-day call, the reminder text went out once, and lost jobs are Dismissed with a reason. If the texts sent and the Open count only grew, nobody is calling.

Open last month’s estimates on Follow Up. Filter Open. Lay those rows next to the phone. Start with the list. It already exists.