--- title: "Communicate with Your Customers" slug: "communicate-with-your-customers-2" updated: 2026-05-11T18:47:00Z published: 2026-05-11T18:47:00Z --- > ## 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. # Communicate with Your Customers
SERVICETITAN · NOTIFICATIONS
Communicate with Your Customers

Keep your customers informed at every stage — booking confirmations, reminders, dispatch alerts, and follow-up surveys.

Jump to:
Set Up Customer Notifications
Set up booking confirmations for customers

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

⚠︎ A properly configured outbound default SMS number is a mandatory prerequisite for any text-based notification. Without it, all SMS notifications silently fail. Look for the green checkmark on the Text tab — a red warning icon means the number isn't set up.

a. Go to Settings > Communications > Customer Notifications > Booking Confirmations. Enable Text and/or Email confirmations.

b. Customize the confirmation message. Confirmations are sent automatically when an appointment is first scheduled.

Set up appointment reminder messages

a. Go to Settings > Communications > Customer Notifications > Reminder Notifications. Enable Text and/or Email reminders.

b. Set the reminder timing, such as 24 hours before the appointment. Reminders reduce no-shows and missed appointments.

Notify customers when a tech is on the way

⚠︎ If you're worried about customers receiving too many notifications, you can limit the number of dispatch notifications in the Settings tab by selecting Limit dispatch notifications when multiple techs are dispatched.

a. Go to Settings > Communications > Customer Notifications > Dispatch Notifications. Enable Text and/or Email notifications.

b. Enable Arrival Tracking so customers can track the technician's real-time location on a map.

⚠︎ Native GPS must be enabled on technician mobile devices for arrival tracking links to work. No GPS = no real-time tracking for the customer.

Send follow-up surveys after jobs

⚠︎ Job surveys trigger when the completed job exceeds the sold threshold for its job type in Settings > Operations > Job Types. Completion surveys also require at least one technician to be dispatched and arrived, and the job to be in Completed status.

⚠︎ Adding external promotional links (like Google Reviews) to SMS survey templates could reclassify the message from transactional to promotional under TCR, risking carrier filtering. Use Marketing Pro Reputation Management for review solicitation instead.

a. Go to Settings > Communications > Customer Notifications > Job Completion Surveys.

b. Surveys send automatically when a job is completed and the invoice value exceeds the sold threshold set for the job type in Settings > Operations > Job Types.

⚠︎ Select any Business Units or Job Types that you want to exclude from sending notifications to customers in the Exclusion Settings.

c. Review responses in Follow Up > Surveys to track customer satisfaction.

Customize Communications
Enable two-way texting with customers

⚠︎ Chat requires a default SMS number to be configured. Test Chat using a phone number that is NOT saved as an employee or technician number — messages from employee/technician numbers appear in the Dispatch Board alert panel, not in Chat.

a. Go to Settings > Communications > Chat. Set up and enable Chat to allow customers to text your business.

b. Customer text replies appear in the Chat screen so your team can respond quickly without phone calls. Automated notifications only appear in a customer's chat log if there is already a manual conversation thread with them.

Customize your notification templates

a. Go to Settings > Communications > Customer Notifications. Click into any notification type to customize the message.

b. Use the Personalized tokens list on the right side of the template editor and drag desired tokens into the Body section.

c. Configure exclusion settings to restrict notifications by Business Unit or Job Type. This prevents over-messaging for business segments that don't need automated communication.

⚠︎ For commercial accounts, use the separate commercial job muting toggle in Customer Notifications settings. Commercial job muting is based on the customer record attached to the Service Location, regardless of the Bill To customer type.

Troubleshoot
Troubleshoot: Booking confirmations not going through

a. Verify the outbound SMS number is configured in Settings > Communications > Customer Notifications > Booking Confirmations > Text tab (green checkmark = properly set up; red warning icon = not configured).

b. Check the customer's notification preferences on their profile. Confirmations are only sent to customers with job notifications enabled.

c. Remember that booking confirmations are only sent on initial scheduling. If the appointment was rescheduled, the confirmation must be sent manually from the job record.

Troubleshoot: Customer not getting text messages

a. Verify the customer's phone number is saved as a Mobile number and not a landline in their contact record.

b. Check that the outbound SMS number is active and the customer hasn't opted out of text notifications. Customers who have texted STOP, END, or CANCEL are automatically opted out and cannot be re-enabled without the customer re-opting in.

c. Check TCR brand registration status. Outbound SMS may not deliver if there is a carrier spam block or a TCR registration issue in Settings > Phones > TCR Brand Management.

Measure the impact
Delivery
Notification delivery rate
Track the percentage of notifications successfully delivered. Low delivery signals invalid contact info, SMS opt-outs, or TCR registration issues.
Follow Up > Surveys ↗
Engagement
Confirmation response rate
Track how many customers reply 'confirmed' to booking confirmations. Higher rates mean fewer no-shows.
Settings > Communications > Customer Notifications ↗
Satisfaction
Post-job survey score
Track average survey ratings. Declining scores signal service quality issues that need attention.
Follow Up > Surveys ↗
Efficiency
No-show rate
Track missed appointments. Lower no-show rates after enabling reminders proves the notifications are working.
Reports > All Reports ↗