--- title: "Communicate with Your Customers" slug: "communicate-with-your-customers" updated: 2026-05-11T16:59:09Z published: 2026-05-11T16:59:09Z --- > ## 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 customers informed at every stage. Send booking confirmations, appointment reminders, on-the-way alerts, and follow-up surveys automatically.

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

⚠︎ Booking confirmations only send if the customer has a valid email or mobile number on file. Verify contact info before saving the job.

⚠︎ Booking confirmations only fire when an appointment is first scheduled. Rescheduled appointments do not trigger a new confirmation — you must send one manually from the job record.

⚠︎ A properly configured outbound default SMS number is required for any text-based notification. Without it, all SMS notifications silently fail. Verify at Settings > Phones > Phone Numbers.

a. Go to Settings > Communications > Customer Notifications. Find the Booking Confirmations section.

b. Toggle the notification on for Email, Text, or both. Choose which channels your customers prefer.

c. Review the default message template. Customize the subject line and body text as needed, then click Save.

d. Test by booking a job for a customer with a valid email or phone number and confirming the notification is received.

Set up appointment reminder messages

a. Go to Settings > Communications > Customer Notifications. Find the Reminders Notifications section.

b. Go to the Text and Email tab and turn on the toggle to enable notifications.

c. Set the reminder timing, for example, 24 hours before the appointment, or a specific time the day before. Multiple reminders help reduce no-shows.

d. Customize the message template if needed, then click Save.

Notify customers when a tech is on the way

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

b. Toggle the notification on and select the delivery channel. SMS is recommended for on-the-way alerts since customers check texts quickly.

c. The notification triggers automatically when a technician is dispatched. Review the template to confirm it includes the technician's name and ETA if available.

⚠︎ If multiple technicians are dispatched to the same job, the customer will receive a notification for each dispatch. Enable "Limit dispatch notifications when multiple techs are dispatched" to restrict this to one notification per day.

d. Click Save. Test by dispatching a technician and verifying the customer receives the alert.

Enable arrival tracking for customers

a. Go to Settings > Communications > Customer Notifications. Find the Arrival notification section.

b. Toggle the notification on and select the delivery channel (Email, Text, or both). The arrival tracking notification includes a GPS-based link that lets customers see the technician's real-time location.

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

c. The notification triggers automatically when the technician taps Arrive in the mobile app. Review and customize the template as needed, then click Save.

Engage & Follow Up
Send follow-up surveys after jobs

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

b. Toggle the notification on and choose the delivery channel (Email, Text, or both). Select the rating format — Star rating (1–5) is the modern recommended option; NPS (0–10) is legacy.

c. Customize the survey message template. Click Save.

⚠︎ Surveys only trigger if the completed job value exceeds the "sold threshold" defined in the Job Type settings. If a technician only collects the diagnostic fee, no survey will send.

⚠︎ 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. Review incoming survey responses under Follow Up > Surveys to track customer satisfaction.

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

⚠︎ Chat to Text requires the Chat feature enabled plus a configured default SMS number. An MMS number is also available for receiving photos/videos from customers.

a. Go to Settings > Communications > Chat. Toggle Enable Chat on and configure your company's default SMS number for outbound messages.

b. Configure the autoresponder for after-hours messages so customers receive a reply even when the office is closed.

c. Set up permissions for which team members can view and respond to customer messages. Go to Settings > People > Role Permissions and enable the "View Customer Chat" permission for appropriate roles.

⚠︎ Technicians cannot see chat in the mobile app unless the "View Customer Chat" permission is enabled and an existing chat thread has been initiated from the office side first.

d. Test by sending a text to a customer and confirming their reply appears in the Chat inbox.

Customize your notification templates

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

b. Edit the Subject Line (for emails) and Message Body. Use merge fields (e.g., {CustomerName}, {AppointmentDate}, {TechnicianName}) to personalize messages automatically.

c. Preview the message to confirm merge fields resolve correctly. Click Save when finished.

⚠︎ When including links in SMS templates, use full plain URLs — no HTML formatting. HTML tags will appear as raw text in SMS messages.

Restrict notifications by Business Unit or Job Type

a. Go to Settings > Communications > 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. Click Save. Notifications are no longer sent for the selected job types and BUs.

c. For companies with commercial accounts, toggle commercial job muting separately within Customer Notifications. This suppresses notifications for commercial service locations.

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

d. Click Save after configuring exclusion rules for each notification type.

Troubleshoot Notification Issues
Troubleshoot: Booking confirmations not going through

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

b. Open the customer record and verify a valid email address or mobile phone number is on file. Landline numbers cannot receive SMS.

c. Check the customer's activity history to see if the message was sent but failed to deliver. Common causes include invalid email addresses, carrier blocks, or the customer opting out of messages.

d. Confirm the appointment was newly scheduled, not rescheduled. Booking confirmations only fire on the first schedule — rescheduled appointments require a manual send from the job record.

e. If the notification still does not send, verify the notification template is saved correctly and contains no errors in merge fields. Also verify the outbound default SMS number is active at Settings > Phones > Phone Numbers.

Troubleshoot: Customer not getting text messages

a. Confirm the customer's phone number is a mobile number, not a landline. Landlines cannot receive SMS notifications.

b. Check that the customer has not opted out of text messages. Look for an SMS opt-out flag on the customer record. If opted out, the customer must text START to your number to re-subscribe. ServiceTitan cannot re-enable SMS without the customer's action.

c. Verify your account's SMS-enabled phone number is active and has not been suspended. Go to Settings > Phones > Phone Numbers and check the number status.

d. Check TCR brand registration status at Settings > Phones > TCR Brand Management. TCR registration errors (e.g., "fix the following elements") usually indicate a mismatch between the legal business name or tax ID and federal records.

e. If messages are still not delivering, contact ServiceTitan Support to check for carrier-level blocks or account-level SMS restrictions.

Measure the impact
Delivery
Notification delivery rate
A low delivery rate may signal invalid contact info, SMS opt-outs, or a missing default SMS number.
Settings > Communications > Customer Notifications ↗
Engagement
Survey response rate
A declining response rate may mean surveys are sending too late, the job value is below the sold threshold, or customers aren't receiving them.
Follow Up > Surveys ↗
Retention
Appointment no-show rate
Sending reminders and on-the-way alerts reduces no-shows and cancellations. Review cancellation trends in the Job Cancel Reason report.
Reports > All Reports > search "Job Cancel Reason" ↗
Satisfaction
Average customer rating
A drop in ratings may indicate communication gaps or service issues. Filter by technician to identify performance patterns.
Follow Up > Surveys ↗