Set up outbound (default) numbers for text notifications (SMS and MMS)

Overview

Set up your outbound numbers for SMS and MMS text notifications to send reminder notifications, booking confirmations, job completion surveys, and dispatch alerts through ServiceTitan.

Things to know

• The outbound (default) phone numbers are the phone numbers that all of your notification text messages are sent from.

• We recommend you use the same local phone number for your Outbound SMS and Outbound MMS settings. This allows all customers notifications to come from the same phone number. For more information, see step 5 in Set up the outbound (default) number for SMS  and Set the outbound number for dispatch notifications (MMS) sections.

• We also recommend you use a phone number that isn’t associated with a campaign for your Outbound SMS and Outbound MMS settings as customers may call your office using the number from which the text message was sent. For more information, see step 5 in Set up the outbound (default) number for SMS  and Set the outbound number for dispatch notifications (MMS) sections.

• Your default outbound SMS number can be a toll-free or local number. Ensure the number is verified before using it as your outbound SMS number. Only toll-free numbers with Verified status are permitted to send messages through ServiceTitan.

Understand SMS vs. MMS

SMS stands for short message service. This is commonly referred to as a text message that contains text only. Almost all mobile phones accept this kind of messaging. ServiceTitan uses the default outbound SMS number to send booking confirmations, reminder notifications, and job completion surveys.

MMS stands for multimedia messaging service. These are text messages that include pictures, video, or audio content. A mobile phone without a camera device most likely doesn’t accept inbound MMS text messages. ServiceTitan uses the default outbound MMS number to send dispatch notifications because these notifications include the technician's profile picture. For more information on how to manage technicians profile pictures, see Add and manage technician profiles.

Set up the outbound (default) number for SMS

The outbound (default) number for SMS is used to send reminder notifications, booking confirmations, and job completion surveys.

Note: Your default outbound SMS number can be a toll-free or local number.  If you use a local number, you can set that same number as your default outbound MMS number as well.

1. In ServiceTitan, go to Settings > Communications > Customer Notifications.  

2. Select the type of customer notification you want to manage:

   1. Booking Confirmations

   2. Reminder Notifications

   3. Dispatch Notifications

   4. Job Completion Surveys
      In the window that opens you will see a warning sign telling you that you haven't yet set up your Default SMS Number.

3. Click Edit phone number.
   

4. On the Phone Numbers page that opens, set the default Outbound SMS number.

5. Click Save.
   Once you have saved your default SMS number, you can return to Settings  > Communications > Customer Notifications. Click Reminder Notifications or Booking Confirmations. A checkbox indicates that your default SMS number is enabled.
   

Set up the outbound (default) number for MMS

The outbound (default) number for MMS is used to send dispatch notifications.

Note: The outbound number for MMS messages must be a local number.

1. In ServiceTitan, go to Settings > Communications > Customer Notifications.  

2. Select Dispatch Notifications.  
   In the window that opens you will see a warning sign telling you that you haven't yet set up your Default MMS Number.

3. Click Edit phone numbers.
   

4. On the Phone Numbers page that opens, set the default Outbound MMS number.

5. Click Save.
   

After you save your default MMS number, you can return to Settings > Communications > Customer Notifications. Click Dispatch Notifications to turn on dispatch notifications.

A green checkbox indicates that your default MMS number is enabled.

Review your outbound messaging numbers

To send outbound messages, a number needs a TCR Campaign ID, assigned automatically when you first send a text from it in ServiceTitan.

Note: This applies only to 10DLC numbers, not toll-free numbers.

To review your messaging numbers:

1. Go to the top toolbar and click Settings .

2. In the side panel, click Phones or Phones Pro > Phone Numbers. 

3. On the Phone Numbers screen that opens, check the TCR Campaign ID column. The numbers that have a TCR Campaign ID assigned are active for messaging. 
   

Note: Carriers limit each TCR campaign to 49 phone numbers. This view helps you monitor usage and stay within that limit.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Managing Customer Notifications

• See Customer notifications

• See Register your business for SMS and MMS delivery