--- title: "Set up custom reminder notifications" slug: "set-up-custom-reminder-notifications" updated: 2026-10-16T15:31:18Z published: 2026-10-16T15:31:18Z canonical: "help.servicetitan.com/set-up-custom-reminder-notifications" --- > ## 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. # Set up custom reminder notifications ## Overview Custom Reminder Notifications allow you to create multiple reminder templates instead of relying on a single account-wide reminder. Each template targets specific business units and job types, with its own text and email messages and its own send schedule. This gives multi-location and multi-trade businesses precise control over when reminders go out and what they say. You can send one reminder cadence for residential service jobs and a different one for commercial work, all from the same account. --- ### #### Who uses this feature - Office employees - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Early Access and available for specific accounts. It is subject to change. - Account configuration is required to use this feature. Contact your Customer Success Manager for details. - The *Access Settings* and *Customer Notifications* permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - Custom reminder notifications replace the legacy reminders experience only after you turn it on. Until then, your existing reminders keep working exactly as before. - Only one reminder is sent per appointment for each scheduled send. When more than one template could apply, the first matching template in the list is used. - If an appointment is rescheduled, its reminder is sent again. During this process, the system reviews the previous 24 hours to ensure it wasn’t already sent. - Templates can target the same business unit and job type as another template. When they overlap, a warning appears but you can still save the template. - Each appointment can still receive reminders from more than one template only across different scheduled sends. An appointment can’t receive reminders from two templates for the same send. - If a template that was matching an appointment is later disabled or deleted, the next matching template is used automatically. ## Best practices - List your most specific templates first. Because the first matching template wins, a narrowly targeted template (for example, a single business unit and job type) should sit above a broad catch-all. - Keep the Default Reminder template as your safety net. It catches any appointment that no other template targets. - Review the overlap warning before you save. It tells you which existing template shares the same business unit and job type so you can confirm the order is correct. - Use the working hours option for messages that should not reach customers late at night or early in the morning. - Preview each template before you rely on it, so you can confirm the message and merge fields read correctly. ## Use cases - A business with both a residential plumbing business unit and a commercial HVAC business unit sends a friendly next-day text for residential jobs and a formal one-week-ahead email for commercial jobs. - A shop that runs high-touch maintenance memberships sends an extra reminder for maintenance job types while keeping a single reminder for one-off installs. - A multi-location franchise spanning time zones schedules a reminder for *1 week before at 9:00 AM* and has each send resolve to 9:00 AM local to the appointment business unit. ## Turn on custom reminder notifications Turn on the feature from the Dispatch settings before the new Reminders screen becomes available. 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D). 2. In the side panel, go to **Dispatch > New & Upcoming Features**. 3. Find the *Custom Reminder Notifications* section and turn on the **Turn on custom reminder notifications** toggle. ![Dispatch Board settings page highlights New & Upcoming Features, with configurable scheduling and notification options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-ewhqkidm.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) > [!NOTE] > **Note:** If you don't see this option, the feature isn't enabled for your account yet. ## Open the Reminders screen 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D). 2. In the side panel, go to **Communications > Customer Notifications**. ![Reminders settings page showing customer notifications, template instructions, and a Create Template button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-bnylmnt8.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 3. On the *Customer Notifications* screen, click **Reminder Notifications**. > [!NOTE] > **Note:** A welcome message confirms that your existing settings are preserved until you customize them. Click **Don't show again** to dismiss it. 4. (Optional) If your business operates in multiple time zones, enable **Send reminders in the job/location time zone**. On the *Reminders* screen, each template is shown as a card in priority order. Each card shows the template name, an enabled toggle, the text and email send timing, and action buttons to edit, clone, delete, and expand. ![Expanded default reminder settings showing business unit, job types, SMS, email, and scheduled notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-70l5uyzk.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) ## Create a reminder template 1. On the *Reminders* screen, click **Create Template**. ![Reminders settings page highlights notification templates and the Create Template button for configuring automated reminders.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-1kdt5buy.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 2. In the *Template Name* field, enter a name that identifies the template's purpose. 3. Select **Enable the template** to turn the template on when you save it. Leave it cleared to save the template turned off. 4. In the *Business Unit* field, select the business units this template applies to. To apply it to every business unit, select **Any Business Unit**. 5. In the *Job Type* field, select the job types this template applies to. To apply it to every job type, select **Any Job Type**. ![Create New Template form with Residential name, enabled template, Main business unit, and Main line job type selected.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-ji9rh3e6.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) > [!NOTE] > **Note:** If this business unit and job type combination matches another template, a warning tells you which template it overlaps. You can still save this new template. 6. (Optional) In the *Include Tags* field, select tags to apply this template only to appointments that have them. In the *Exclude Tags* field, select tags to stop this template from applying to appointments that have them. For each tag, choose whether it applies **on Customer**, **on Job**, or **on Location**. ![Create New Template dialog shows included email tags and an expanded Exclude Tags search menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-krt99hxj.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) > [!NOTE] > **Note:** A tag can't be in both lists. If an appointment has an excluded tag, this template doesn't apply to it, even if the appointment also has an included tag. Excluded tags are checked again before each reminder sends, so adding or removing a tag changes whether later reminders go out. 7. (Optional) In the *Scheduling* section, select **Only send between working hours** to hold sends that fall outside working hours until the next working window. > [!NOTE] > **Note:** If a job is scheduled after a reminder's send time has already passed, the reminder sends right away instead of being skipped. 8. In the *Scheduling* section, click **Add Reminder**. For the new reminder, select how to set the send time: ![Scheduling dialog explains overdue reminders send immediately, with working-hours option and Add Reminder control.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-k0q0q4ts.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) - Select **Relative Time** to send a set amount of time before the appointment, such as 2 hours before. Enter a number and select **Hours**, **Days**, or **Weeks**. ![Appointment reminder set for two hours before, with dropdown options for hours, days, or weeks.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-ypokoq8h.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) - Select **Specific Time** to send at a set time on a chosen day, such as 1 week before at a specific time. Select the day and enter the time. ![Reminder form with specific time selected, open time dropdown highlighting 8:00 AM, and SMS or email options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-yy1u9cxq.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 9. Select **SMS / Text Message**, **Email**, or both for this reminder. Each reminder needs at least one channel. 10. Set up the details and body of the message for each channel you selected. ![Email notification editor with business unit placeholders, sender details, and an appointment reminder subject.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-1ru5fh30.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) - **SMS / Text Message**: Enter your message in the text field. To add automatically generated content, click a merge field, such as **Business Unit Official Name** or **Arrival Window Start Time**. - **Email:** Enter a *Sender Name*, *From*, and *Subject* in the respective fields. Then, enter your message in the body field. Click merge fields to add content such as **Job Date** or **Business Unit Phone Number** to any of the fields. 11. To add another send time, click **Add Reminder** again and repeat the previous steps. To pause one reminder without deleting it, turn off its toggle. To remove a reminder, click its **Delete** icon. 12. When finished, click **Create**. ## Manage reminder templates Manage existing templates from the *Reminders* screen using the buttons on each template card. ### Edit a template 1. On the template card, click **Edit**. ![Default reminder settings show business unit, job type, SMS and email messages scheduled one day before.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-eclkd5yy.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 2. Update the targeting, messages, or schedule. The template keeps its position in the list. 3. When finished, click **Save**. ### Clone a template 1. On the template card, click **Clone**. ![Default Reminder settings show business and job filters, scheduled messages, and highlighted clone action.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-cjkisvfa.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 2. The Create Template form opens with the copied values. Update the name and details, then click **Create**. ### Turn a template on or off On the template card, turn the enabled toggle on or off. A disabled template is skipped, and the next matching template is used automatically. ![Default Reminder enabled globally; SMS and email scheduled one day before.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-0knhbbqk.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) ### Expand a template On the template card, click the **Expand** icon to view all targeting, scheduling, and message details in a read-only view. ![Default Reminder panel shows business unit, job types, SMS and email schedules, with collapse control.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-qbjky3kx.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) ### Delete a template 1. On the template card, click the **Delete** icon. ![Default reminder settings show business unit, job types, scheduled messages, and highlighted delete control.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-2-image-2n8mp5zp.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A31%3A32Z&se=2026-10-31T03%3A31%3A32Z&sr=c&sp=r&sig=J%2BF96MknNAYrvxil2gyrW7yLDfI6TyW0eBfkFmuvzes%3D) 2. Confirm the deletion. Any appointment the template was matching uses the next matching template automatically. ## Want to learn more? - See [Enable reminder notifications for customers](https://help.servicetitan.com/docs/enable-reminder-notifications-for-customers) - See [Customize notification message templates](https://help.servicetitan.com/docs/customize-notification-message-templates) - See [Customer notifications](https://help.servicetitan.com/docs/customer-notifications)