ServiceTitan Integration

The XOi / ServiceTitan integration is designed to create an enhanced technician experience that allows them to navigate between the two applications. The integration simplifies the process while empowering the technician with the full value that XOi Vision has to offer. 

Value for Technicians

• Internal/External Transparency
• Video Transcriptions and Work Summaries to Office Notes
• Automated Asset Registration
• Eliminates Manual Note Taking
• Simplistic Mobile Technician Experience
• Access to OEM documentation
• XOi Site History

Information that passes from ServiceTitan to XOi

• Work Order #, Customer, & Location
• Dispatch Notes

Information that passes from XOi to ServiceTitan

• Make/Model/Serial # & Manufacturer Date
• Video Transcriptions
• Work Summaries
• Public and Entire Job Share Links

Integration Setup Requirements

All users must have matching emails in ServiceTitan and XOi for the integration to work properly. These emails must be lowercase in both applications. 

If the emails do not match the user will receive a deep link error when moving from ServiceTitan to XOi. 

Integration Walkthrough

The ServiceTitan integration begins in the ServiceTitan Mobile application. 

Inside the job, select Dispatch. This will create the job in XOi. You should do this before traveling to the customer site because the integration is on a 7-minute interval, meaning it can take up to 7 minutes for the job to show in XOi. 

Once you have arrived at the customer's location, select Arrive. 

A blue More link will appear once the job has been created in XOi. If this link does not appear you need to Sync or wait for the 7-minute interval to be completed. 

Select this link to reveal deep links into XOi. 

Workflow will take you directly into the XOi job.

Visual Site History will take you directly to XOi's Job Activity filtered by the location of the customer, allowing you to see all the completed jobs that have been previously done in XOi at this customers location. 

Knowledge Base will take you directly to XOi's Knowledge Base where you can search and review documentation about the equipment you will be working with onsite. 

Work Order #, Customer, & Location

This information will be passed over to XOi after dispatch. By selecting the Workflows link you will be taken directly to the Job Info screen where you can review this information.

Dispatch Notes

Dispatch notes from ServiceTitan will pass over into the Internal Notes section in XOi. You may edit these notes in XOi, but they will not be passed back to ServiceTitan. 

After entering the XOi job you may begin adding workflows and providing the required information.

Dataplates 

Serial/Make/Model & Manufacturer Date will pass back over to ServiceTitan at the time of job completion. By default, the Installed On date will fill with the derived manufacturer date or a default date unless you add a date tag to the dataplate image. If the year is already added in ServiceTitan, it will not be overwritten.

To add this tag you can either select the Add Tag button that pops up at the bottom of your screen once an image is added.

Or add the tag through the Content button at the top fo the workflow. 

2. Tap Select in the top right-hand corner. 

3. Clear circles will show in the top left-hand corner of each image and video. Select the content(s) you would like to delete, share, or tag. A blue circle with a checkmark will appear. 

 

Press the tag button in the bottom right-hand corner.

Type in the four-digit manufacturer date and select the + button. This must be the first tag and is the only information that will pass over in this area.

Select Save. This will pass the serial/make/model number back to ServiceTitan to the Equipment area, allowing you to be able to track the asset history for each customer. 

After finishing the workflow(s) and completing the job information will be passed back to ServiceTitan. In XOi, you can get back to ServiceTitan by selecting the icon in the top left-hand corner. 

Information that passes from XOi to ServiceTitan

Make/Model/Serial # & Manufacturer Date

     ServiceTitan Mobile Application: Under History -> Existing Equipment all equipment records for this customer will be located here. Serial/Make/Model # and the manufacturer date will all pass back when tagged properly in XOi. By default, the Installed On date will fill with the derived manufacturer date or a default date unless you add a date tag to the dataplate image

   

     ServiceTitan Web: Inside the customer record under Equipment all equipment records for this customer will be located here. Serial/Make/Model # and the manufacturer date will all pass back when tagged properly in XOi. 

 

Video Transcriptions & Work Summaries

     ServiceTitan Mobile Application: Under History -> Notes video transcriptions and work summaries will pass back to a note called XOi Transcript. You may edit these in ServiceTitan but they will not update in XOi. You may also copy and paste the summaries wherever you choose. 

       

     ServiceTitan Web: Inside the job under Notes the XOi transcriptions and work summaries will pass back to a note called XOi Transcript. You may edit these in ServiceTitan but they will not update in XOi. 

Public and Entire Job Share Links

     ServiceTitan Mobile Application: Pinned Notes inside the job will have both the Public and Entire Job Share links. 

  

The Public Share Link (Customer-facing) will automatically be placed into the invoice summary. 

     ServiceTitan Web: The Public and Entire Job Share Links will be in the notes in ServiceTitan Web. 

The Public Share Link (Customer-facing) will be automatically placed on the receipt/invoice. 

Note: If a job has been deleted in XOi and then recovered, the share links will not pass over to ServiceTitan. They must be manually copied and pasted on the invoice and note section. 


Commonly Asked Questions

Q: Why am I getting a Deep Link Error?
 

Deep Link Error: “You are not the owner of this job.”

• Happens when multiple techs are assigned to a job and a non-owner tries to open it.
• Only the tech with the highest status (Working > Dispatched > Scheduled > Done) can open the link.
• To switch owners, update the technician’s status in ServiceTitan. The XOi job will refresh, allowing the new owner to access it.

Deep Link Error: “Job has yet to be created.”

• Happens when there is a syncing issue between XOi & ServiceTitan

• Make sure the technician’s XOi Mobile and ServiceTitan apps are updated and active.

• The tech should be logged in on one device only to avoid sync issues.                                           

Q: Why are my Work Summaries not passing from XOi to ServiceTitan?
 

If your Work Summary isn’t transferring from XOi to ServiceTitan, check these steps:

1. Make sure the XOi job is marked “Completed.”

2. Check for a Work Summary in XOi.

   • Confirm that an AI or non-AI summary has been created and finished in the Workflow section.

3. Go to ServiceTitan.

   • Open the Notes section — the Work Summary should automatically appear there once everything is complete in XOi.

 

Q: Why is my MMS info not updating in ServiceTitan from XOi?

1. Confirm you added the  dataplate photo correctly.

   • Upload it from your gallery or take it directly in XOi Mobile.

2. Make sure you tagged the dataplate with the manufacturer year.

3. After completing the job, open the Equipment section in ServiceTitan — the MMS info should appear there automatically.

Additional Information

This integration is an additional feature, please speak to your Customer Success Manager to learn more.