Create a service agreement step 7: Preview and send (DTE)

Overview

Preview the service agreement document, edit it if needed, send it to the customer through email, or download it to save it to your computer and print it. Previewing the document helps you ensure all the details are filled out correctly before sending it to the customer.

Coming ST-78: Edit the service agreement document

When previewing the service agreement document before sending it to your customer, you can make edits, if needed, by clicking View Previous Step at the bottom, using the side panel to go to the correct step, or by clicking Edit at the top of the document. When you make edits, the edited version is stored with the agreement and is the version sent to the customer — whether by email or e-signature request.

Editing the document directly allows quick, one-time changes like adding notes, annotations, or repositioning elements like the balance due. These edits apply only to this agreement's document—they do not change the reusable document template that other agreements are built from. To edit the underlying template instead, see Create document templates for service agreements with Template Manager.

Note: The Service Agreement Document Edit permission is required to edit service agreement documents and the permission is available only when the document editing feature is enabled for your account. Please contact the account administrator on your team.

Keep the following limitations in mind when editing the service agreement document:

• Returning to an earlier step can overwrite your direct edits to the document: If you go back to a previous step, the document is regenerated from the base template and your manual edits are discarded. Make document edits only after you’ve finished setting all agreement details.

• Edited values are not validated against the agreement: There are no locked fields, so you can change values such as the total agreement price (TAP) directly in the document. Doing this, however, creates a mismatch between what the customer sees in the document and the price stored in ServiceTitan. Avoid editing values that are calculated by the agreement.

Customize service agreement text

1. Select the text block you want to edit.

2. In the Text section, use the available options to edit the formatting:

   • Typography: Select the font family, weight, size and color.

   • Decoration: Apply styling such as underline, strikethrough.

   • Alignment: Set the horizontal alignment of the text—Left, Center, Right, or Justified.

3. When finished, click Save. 

Tip: To remove the text, click Delete . To create a copy, click Duplicate .

Add images to the service agreement

Click Add Image to insert a new image into the template.

To replace an image:

1. Select the image you want to replace.

2. In the Image section of the side panel:

   1. Drag and drop an image file into the upload area.

   2. Click the upload area to browse and select a file from your computer. 

3. (Optional) Resize the image as needed.

4. When finished, click Save.

Tip: To remove the image, click Delete . To create a copy, click Duplicate .

Send the service agreement

Email the service agreement proposal to your customers and see the email history to know precisely when an agreement was emailed.

1. After reviewing the agreement in step 7 of creating a service agreement, click Send. 

2. In the Send Service Agreement window, fill out the following fields:

   1. From: The email address the agreement is sent from.

   2. To: The email address(es) the agreement is sent to.

   3. Subject: Subject of the email.

   4. Summary: Body of the email. 

3. Make sure the Include proposal PDF email box is checked to include the proposal PDF in the email.

4. Click Send to email the proposal with the attached PDF to the customer.

5. When the agreement is successfully emailed, the agreement status is automatically updated to Sent.

After you send the agreement, you can view the email sent history of the agreement:

1. Click View Sent History. 

2. In the dropdown window, you can see the records of previous emails containing the following info:

   1. From: Email address that the agreement was sent from.

   2. To: Email address(es) that the agreement was sent to.

   3. Date: Date and time the agreement was sent.

   4. Subject: The subject of the email.

Coming ST-78: Edit a document after e-signing

After an agreement has been e-signed, its status automatically changes to Accepted and the document can no longer be edited—the edit controls are disabled. To edit the document again, manually move the agreement back to Draft status. Moving the agreement back to Draft invalidates the existing e-signature, so the agreement must be sent for signature again after you finish your edits.

Note: E-signature placeholders are preserved throughout your edits.

Create a service agreement email template

Boost your brand by customizing your email templates with information specific to your business. To create a default email template for service agreement proposal emails, follow these steps:

1. Go to the navigation bar and click Settings > Invoicing > Emails.

2. On the Email Settings screen that opens, click Service Agreements.

3. In the From fields, enter your company name and email.

4. (Optional) In the BCC field, enter the name and email address that you want to send a blind carbon copy of the service agreement to. Customers cannot see the BCC recipient in their email.

   Note: The BCC field is not available for E-Sign email templates.

5. In the Subject field, enter a subject line for your email. For example, you can enter: "Your Service Agreement from [your company name]."

   Tip: If you want to know which service agreement you're referring to, add the {ServiceAgreementName} placeholder to the Subject field.

6. In the Body field, add placeholders for the information you want to show up on the email. Placeholders let you add customer-specific content to your templates. For example, start the email with "Hello {CustomerName}" and continue from there. When the email is sent, {CustomerName} is replaced by the full name of the customer. You can also:

   • Add a clickable link to your business, as well as your company logo, to the body of the email. If you use social media, add those links, too. For more, see HTML code.

   • If you run multiple businesses, use the {BusinessUnitName} and {BusinessUnitPhoneNumber} placeholders in the statement email template to help your customers identify the company they did business with, in the statement email.

     Note: Use these placeholders if each customer is assigned to only one business unit.

     

7. In the Preview section, check to ensure everything looks correct, and then click Save.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Creating & Managing Service Agreements

• See Create a service agreement step 1: Summary and design

• See Change the status of a service agreement

• See Add E-Sign to service agreements