---
title: "Fill schedule gaps with Appointment Move Up"
slug: "fill-schedule-gaps-with-appointment-move-up"
updated: 2026-10-26T10:08:50Z
published: 2026-10-26T10:08:50Z
canonical: "help.servicetitan.com/fill-schedule-gaps-with-appointment-move-up"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fill schedule gaps with Appointment Move Up

## Overview

Appointment Move Up lets dispatchers offer earlier openings without calling customers one at a time. When an earlier slot opens, ServiceTitan texts the customer, and books the earlier time if they accept. There are two ways to start it: automatically with Dispatch Pro, or manually by tagging a job. Manual mode works on any account with Virtual Agent, so Dispatch Pro is not required.

---

### 

#### Who uses this feature

- Administrators and dispatchers
- Primarily benefits Residential Service and Replacement business types
- Applies to all trades

#### Feature configuration

- Account configuration is required to use this feature. To enable it for your account, contact Support or your Customer Success Manager.
- Adaptive Capacity must be enabled on your account. Appointment Move Up uses it to find earlier openings that are genuinely available.

## Things to know

- The customer is contacted by text message only.
- A move-up window controls how soon a job can move earlier. A job never moves to a later time. A *no sooner than* window is a minimum-notice guarantee measured from today.
- If no opening is available inside the window, no text is sent.
- Each campaign uses one trigger mode. A Dispatch Pro account chooses automatic or manual, not both.
- To keep specific jobs from being offered, add your own tags to Tags that block move-up in Dispatch Pro settings.

## Best practices

- Keep your Move Up tag list short. Most accounts need only one to three tags.
- Start with any earlier availability, then add tag-to-window rules after your team is comfortable.
- Tag only jobs you are willing to move earlier, so a customer is never offered a change you cannot honor.
- Agree with your team on what each tag means before you apply it on the Dispatch Board.
- A gap on the board is capacity you have already paid for. Act on suggestions while there is still time in the day.

## Use cases

- A residential HVAC company gets a same-day cancellation. Instead of calling five customers, the dispatcher tags the next few jobs to offer an earlier time today, and ServiceTitan texts each customer.
- A plumbing company offers earlier slots, but only two or more days out so the office can plan. The dispatcher applies a tag mapped to a two-day notice window.
- A Dispatch Pro account lets the schedule engine find the gaps. The dispatcher clicks **Hold** on a suggestion, and ServiceTitan texts that customer automatically.

## Set up Appointment Move Up

There are two ways to trigger Appointment Move Up. Set up the one that matches your account:

- **Automatic** builds on Dispatch Pro. The schedule engine finds the gap and raises a suggestion.
- **Manual** is a more limited version that works on any account with Virtual Agent. You tag a job to start the outreach.

### Option 1: Set up automatic move-ups with Dispatch Pro

> [!NOTE]
> **Note:** This mode requires Dispatch Pro. If you do not use Dispatch Pro, skip to Set up manual move-ups with job tags.

With Dispatch Pro, Appointment Move Up runs continuously in the background:

1. **Detect:** ServiceTitan scans for schedule gaps every few minutes. The interval is configurable.
2. **Search:** it finds jobs that could fill each gap, based on technician skills, location, job duration, and zone.
3. **Rank:** it sorts candidates by overall fit, so the best option appears first.
4. **Act:** the dispatcher reviews each suggestion and chooses what to do.

To set up Automatic move-ups with Dispatch Pro:

1. Confirm Dispatch Pro is enabled on your account.
2. Confirm the *Include drive time in job duration* setting is turned on.
3. Contact Support or your Customer Success Manager to enable Appointment Move Up for your account.
4. Go to the navigation bar and click **Virtual Agents > Workflows**.
5. Open your **Appointment Move Up** campaign, then click **Configure**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/fill-schedule-gaps-with-appointment-move-up-image-d0cu1ubf.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A04Z&se=2026-10-31T04%3A46%3A04Z&sr=c&sp=r&sig=Lb1gD9cGy35fT9v4aIqgNencgxdjHGkdT8Q6Px7CsLk%3D)
6. In the *Campaign Details* section, edit the campaign name and select the Virtual Agent for all voice and SMS steps in this campaign.
7. In the *Source* section, click **Dispatch Pro trigger.** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/fill-schedule-gaps-with-appointment-move-up-image-8olc47zn.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A04Z&se=2026-10-31T04%3A46%3A04Z&sr=c&sp=r&sig=Lb1gD9cGy35fT9v4aIqgNencgxdjHGkdT8Q6Px7CsLk%3D)
8. Go to **Settings > Dispatch Pro > Move Up Assist**.
9. Review the settings on the *Move Up Assist* tab, and adjust them to how your team works:

| Setting | Default | Description |
| --- | --- | --- |
| Include today's unassigned jobs | No | When set to Yes, unassigned jobs are also offered as candidates. When set to No, only jobs already assigned to other technicians are considered. |
| Future days to consider | 1 day | How many days ahead to look for jobs that could move up. Higher values widen the candidate pool. Capped by your scheduling lookahead. |
| Lock window | 1 minute | The minimum time between now and a suggested start time. Jobs starting sooner are excluded. |
| Tags that block move-up | Do Not Reschedule | Jobs with any of these tags are never offered. Add any tags your team uses to mark jobs that should not move. |
| Tag to apply on move-up | None | Applied automatically when a job moves up. Useful for reporting and to keep a job from being offered again. |
10. When finished, click **Save**.

> [!TIP]
> **Tip:** Treat the defaults as starting points, not fixed values.

### Option 2: Set up manual move-ups with job tags

> [!NOTE]
> **Note:** Use this mode on any account with Virtual Agent. Dispatch Pro is not required.

1. Contact Support or your Customer Success Manager to enable Appointment Move Up for your account.

> [!NOTE]
> **Note:** Account configuration is required, so this feature must be enabled before you can see it.
2. Go to the navigation bar and click **Virtual Agents > Workflows**.
3. Open your **Appointment Move Up** campaign, then click **Configure**.
4. In the *Campaign Details* section, edit the campaign name and select the Virtual Agent for all voice and SMS steps in this campaign.
5. In the *Source* section, click **Manual Trigger**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/fill-schedule-gaps-with-appointment-move-up-image-33jh4nu8.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A04Z&se=2026-10-31T04%3A46%3A04Z&sr=c&sp=r&sig=Lb1gD9cGy35fT9v4aIqgNencgxdjHGkdT8Q6Px7CsLk%3D)
6. Select a job tag from the *Job Tag* dropdown.
7. In the *Rescheduling Window* section, select how earlier times are offered:
  - Select **Any earlier availability** to offer any opening earlier than the current appointment.
  - Select **No sooner than** to set a minimum notice, then select the number of days.
8. Click **Add Rescheduling Window** to create another rule, and repeat as needed.
9. When finished, click Save.

> [!TIP]
> **Tip:** Most teams need only one to three tags.

## Move up a job

### Move up a job automatically with Dispatch Pro

> [!NOTE]
> **Note:** Available when your account uses the Dispatch Pro trigger.

1. On the Dispatch Board, review a Move Up suggestion for a job that could fill an open slot.
2. Select one of the options:
  - Click **Hold** to check with the customer first. ServiceTitan texts the customer to confirm the earlier time.
  - Click **Move Up** to assign the job to the gap right away.
  - Click **Dismiss** to skip this candidate and see the next one.
3. Watch the status on the suggestion card:
  - **Not yet triggered:** The hold is placed, but outreach has not started.
  - **Outreach in progress:** ServiceTitan has texted the customer and is waiting on a reply.
  - **Customer responded:** The customer has replied.
  - **Timed out:** The response window closed without a reply.
4. When the customer confirms, ServiceTitan books the earlier time automatically. The assignment, tags, and audit logs update together, and the suggestion clears.

### Move up a job manually with a tag

1. Go to the navigation bar and click **Schedule**.
2. Click the job you want to move earlier. The job record opens.
3. Click **Edit**, then apply the mapped Move Up tag for the window you want to offer. ServiceTitan texts the customer with the earliest available opening inside that window. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/fill-schedule-gaps-with-appointment-move-up-image-l5hia1tk.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A46%3A04Z&se=2026-10-31T04%3A46%3A04Z&sr=c&sp=r&sig=Lb1gD9cGy35fT9v4aIqgNencgxdjHGkdT8Q6Px7CsLk%3D)
4. Review the outcome:
  - When the customer accepts, ServiceTitan books the earlier time.
  - When the customer declines or does not respond, the job stays in place and the tag remains on it.

## Want to learn more?

- See [Use Dispatch Assist in Dispatch Pro](/v1/docs/use-dispatch-assist-in-dispatch-pro)
- See [Use Job Confirmations](/construction/docs/use-job-confirmations-1)