SERVICETITAN · NOTIFICATIONS

Communicate with Your Customers

Keep customers informed at every step. Send booking confirmations, appointment reminders, on-the-way alerts, and follow-up surveys — automatically.

Jump to:Set Up Notifications Engage After the Job Troubleshoot Measure Impact

Set Up Notifications

Set up booking confirmations for customers

⚠︎ Booking confirmations only send when an appointment is first scheduled. Rescheduled appointments do not trigger automatic confirmations — you can send them manually from the job record.

⚠︎ A configured outbound default SMS number is required for any text-based notification. Without it, all SMS notifications silently fail. Verify the customer has a valid email or mobile number — missing or invalid contact info is the most common cause of missed confirmations.

a. Go to Settings > Customer Notifications. Locate the Booking Confirmation notification type.

b. Enable the notification channels you want: Email, Text, or both. Toggle each channel on.

c. Review the default message template. Customize the subject line, greeting, and job details as needed.

d. Click Save. Test by booking a job and confirming the customer receives the notification.

Enable booking confirmations

Set up appointment reminder messages

a. Go to Settings > Customer Notifications. Find the Reminder Notification section.

b. Go to the Text and Email tab and turn on the toggle to enable notifications. Set the reminder timing — for example, 24 hours before, or a specific time the day before the appointment.

c. Review and customize the message template. Include the appointment date, time window, and technician name if desired.

d. Click Save. Reminders will send automatically based on the timing you configured.

Enable appointment reminders

Notify customers when a tech is on the way

a. Go to Settings > Customer Notifications. Find the Dispatch Notifications section.

b. Enable Email, Text, or both. The notification triggers automatically when a technician is dispatched (marked "on the way").

c. Customize the message template. You can include the technician's name and estimated arrival time. If arrival tracking is included, customers receive a GPS-based link to track the technician in real time.

⚠︎ Arrival tracking links require native GPS to be enabled on technician devices. No GPS = no real-time tracking for the customer.

⚠︎ If dispatch notifications are sending multiple times for the same job, enable the "Limit dispatch notifications" setting within the Dispatch notification configuration.

Enable dispatch notifications

Customize your notification templates

a. Go to Settings > Customer Notifications. Click the notification type you want to customize.

b. Edit the message template. Use merge tags such as {CustomerName}, {AppointmentDate}, {TechnicianName} to personalize messages automatically.

c. For email notifications, customize the subject line, header image, and footer text to match your brand.

d. Click Save. Preview the template to verify merge tags render correctly before going live.

Set notification preferences for customers

Restrict notifications by Business Unit or Job Type

a. Go to Settings > Customer Notifications. Select the notification type you want to restrict.

b. Go to the Settings tab. For Exclude Business Unit, click the dropdown and select one or more BUs to restrict from this type of notification. For Exclude Job Type, click the dropdown and select one or more job types for which you do not want to send this notification type.

c. For contracted service operations, consider muting notifications for commercial locations. Go to Settings > Customer Notifications > click the Settings icon at the top of the screen. To turn off notifications for commercial jobs, uncheck the box next to Enable Job Notifications on Commercial Jobs.

⚠︎ Commercial job muting is based on the customer record attached to the Service Location, regardless of the Bill To customer type. Verify the customer record type if muting isn't working as expected.

Restrict customer notifications by business unit or job type Mute notifications for commercial jobs

Engage Customers After the Job

Send follow-up surveys after jobs

a. Go to Settings > Customer Notifications. Find the Job Completion Surveys section.

b. Choose the survey type: Star Rating (1–5, recommended) or NPS (0–10, legacy). Select the delivery channel: Email, Text, or both.

c. Customize the survey message template. The survey template is account-level: the same message goes to all Business Units. You can only exclude BUs from receiving surveys, not customize the message per BU.

⚠︎ Surveys only trigger if the completed job value exceeds the "Sold Threshold" defined in the Job Type settings. If surveys aren't sending, check Settings > Operations > Job Types and verify the threshold amount for the relevant job type.

⚠︎ Do not add promotional links (like Google Reviews URLs) to SMS survey templates. This can reclassify the message from transactional to promotional under TCR, risking carrier filtering. Use Marketing Pro Reputation Management for review solicitation instead.

d. Monitor survey responses at Follow Up > Surveys in the left sidebar.

Enable customer surveys Troubleshoot: Jobs not in surveys list

Enable Chat to Text (two-way messaging with customers)

⚠︎ Chat to Text requires the Chat feature to be enabled first. If it isn't, two-way messaging will not function.

a. Go to Settings > Integrations > Marketing Integrations. In the Chat to Text widget, click Configure and complete the setup wizard.

b. During setup, click Chat Settings to configure permissions and autoresponder messages for when the office is closed.

c. When a customer texts the office, the message appears in the Chat tab on the Call Booking screen. You can respond directly from there.

⚠︎ If a technician can't see chat in the mobile app, verify that the Allow full access to customer chats permission is enabled for their role.

Chat to Text integration Use Chat

Troubleshoot Notification Issues

Troubleshoot: Booking confirmations not going through

a. Go to Settings > Customer Notifications and confirm the Booking Confirmation notification is toggled on for the correct channels (Email, Text, or both).

b. Confirm this is a newly booked appointment, not a reschedule. Booking confirmations only send on first schedule. Rescheduled appointments require manual sends from the job record.

c. Open the customer record and verify the customer has a valid email address or mobile phone number on file. Missing or invalid contact info is the most common cause.

d. If using SMS, confirm your account has a configured default SMS number. Without it, all SMS notifications silently fail.

e. If the booking confirmation checkbox is greyed out, verify a specific location record is selected — this is a known issue when no location is attached.

f. If notification times are incorrect, check that the computer's timezone matches the ServiceTitan Tenant Timezone setting.

Troubleshoot booking confirmation notifications Customers are receiving incorrect times on their notifications

Troubleshoot: Customer not getting text messages

a. Verify the customer's phone number is a mobile number, as landlines cannot receive SMS.

b. Confirm the customer has not opted out of text messages. If a customer texts STOP, END, CANCEL, or similar keywords, SMS is automatically disabled. You cannot re-enable SMS without the customer re-opting in.

c. Go to Settings > Customer Notifications and confirm the relevant notification type is enabled, and the sending number is active.

d. Check TCR brand registration status. Outbound SMS may not deliver if TCR registration has errors. Go to Settings > Phones > TCR Brand Management to verify. A common error is a legal business name or tax ID mismatch with federal records.

e. If the issue persists, ask the customer to check their spam/blocked messages folder or contact their carrier to ensure messages from your number are not blocked.

Can't receive outbound text messages Register for Texting Error: Please fix the following elements and submit again

Measure the impact

Delivery

Notification delivery rate

Track email delivery status to identify bounces, failures, and invalid addresses.

Reports > All Reports > Email Delivery Status ↗

Engagement

Customer response rate

Monitor Chat to Text conversations. A high response rate means customers are engaged and communication is effective.

View in ServiceTitan ↗

Retention

Survey follow-up and rebooking rate

Track survey responses and identify customers who need follow-up. Timely reminders and follow-ups drive repeat bookings and contract renewals.

Follow Up > Surveys ↗

Satisfaction

Post-job survey score

Review survey results to track customer satisfaction trends. Declining scores signal service quality or communication gaps.

Follow Up > Surveys > filter by date range and star rating ↗