How often are customer surveys sent to my customers?
Surveys are only sent to customers one time: when the job is completed.
What's the difference between an SMS and MMS text message?
SMS stands for short message service. This is commonly referred to as a text message that contains text only. Almost all mobile phones accept this kind of messaging. ServiceTitan uses SMS for reminder notifications.
MMS stands for multimedia messaging service. These are text messages that include pictures, video, or audio content. A mobile device without a camera may not accept inbound MMS text messages. ServiceTitan uses MMS for dispatch notifications, which include the technician's profile picture.
How do I tell if notifications are on or off?
In your customer notifications settings at Settings > Customer Notifications, there are four sections: Booking Confirmation, Reminder Notifications, Technician Dispatched, and Job Completion Surveys.
On this screen, you can see which notifications have been turned on.
A green checkmark means notifications are on.
A gray checkmark means notifications are off.
You can also click into the notification to see if it's enabled.
I don't want to send out any notifications to commercial customers. What can I do?
You have the option to mute notifications for commercial customers. Click here to learn more.
I'm worried about my customers complaining that they receive too many dispatch notifications. What should I do?
You can limit your dispatch notifications if you are worried about customers receiving too many texts. This is a recommended setting if you often dispatch multiple techs to a job site.
Click here to learn more.
I want to put in my own notification message. Can I customize the notification message?
Yes, you can customize notification messages. Many companies customize the message to ask the customer to text or email back Confirmed. If the customer texts back, you see the message on your Dispatch Board.
I don't want customers to see an arrival window based on my business hours. How do I change this?
You can change the arrival window setting. Click here to learn more about arrival window options.
I want to provide customers with the actual job start time. How do I do this?
You can change the arrival window setting for Job start time + job duration. Click here to learn more.
What happens if mobile numbers are entered as landlines? Will customers receive their texts?
We recommend that you save mobile numbers correctly in ServiceTitan. Cell phone numbers should be saved as mobile (Mobile) numbers, not as landline (Phone) numbers.
If some of your customers' mobile numbers are saved as landlines, don't worry -- they can still receive dispatch and reminder notifications. Text messages are sent to all contact numbers that are enabled for job notifications on customer profiles and location records.
Note: If you don't want messages to be sent to all of a customer's phone numbers, edit their delivery preferences.
What you can do to make sure customer phone numbers are stored correctly:
Make sure CSRs confirm the customer's delivery preferences every time they book a job.
Make sure CSRs confirm the customer's mobile and landline numbers, to make sure that numbers are stored correctly in ServiceTitan.
I'd like to turn on real-time technician tracking. Are my technicians using the right kind of device?
Real-time technician tracking in ServiceTitan Mobile is available for native GPS devices such as an iPad, iPhone, Android tablet, or any device with native GPS.
Technicians using a non-native GPS device such as TomTom or Fleetmatics cannot be tracked in real-time. However, you can still send out dispatch notifications to those technicians.
Note: For appointments where technicians are using non-native GPS devices, customer notifications do not include Track Now links.
How do I prevent notifications from going to the customer's spam box?
Tell your customers to add noreply@onservicetitan.com to their list of addresses. This prevents messages from going to spam.
My account is configured to auto-arrive technicians when they get to a job site. How does this work with real-time technician tracking?
If your account is configured to auto arrive technicians as they approach a job site, the auto arrival is reflected on the technician tracking screen.
Why do I need to enter business unit phone numbers?
The business unit phone number is provided in reminder notification and dispatch notification messages, so the customer will know how to reach you if they have any questions. Therefore, you must enter business unit phone numbers before you enable these notifications. To enter business unit phone numbers:
Go to Settings
> Business Units.Click the Pencil
icon next to a business unit.Enter the phone number in the Phone field.
Click Save.
Once all business unit phone numbers have been entered, go back to Settings
> Customer Notifications to enable notifications.
How do I see confirmation that notifications have been sent out to a customer?
All notifications sent to customers are logged in the job history.
What if the customer is a Do Not Mail customer?
Do Not Mail customers have opted out of notification emails. Job notifications are grayed out and disabled. Notifications are disabled for the customer's phone numbers and email addresses, and you cannot turn notifications on.
Notifications are also disabled for all of the customer's service locations.
How do I change my email domain from ServiceTitan's standard setup to my company's domain?
If you do not want emails to your customers to come from noreply@onservicetitan.com, or if you need to change your domain or host, please reach out to ServiceTitan Technical Support.
Here's what the process typically looks like:
Provide Your Domain Name – Contact Support and share the domain you want to use. They request domain authorization.
Receive CNAME Records – Support sends you the CNAME records that need to be added to your domain.
Update DNS Records – You (or your IT team), with assistance from Support if needed, add the provided CNAME records to your DNS settings.
Backend Configuration – After the DNS records are set, the Support team makes backend changes to disable the default ServiceTitan email domain and enable your custom domain.
Note: This process applies only to transactional emails (not Marketing Pro emails). Transactional emails include items like invoices, estimates, and job reminders.
Do I need to provide an arrival window?
No. You do not need to provide an arrival window. You can customize your booking confirmation and reminder notification messages, and if you want, you can delete or remove both the Arrival window start time and Arrival window end time.
Can I give the customer the arrival time only?
Yes, you can customize your notification messages to include the arrival time only. Choose Job start time + job duration as your arrival window option. Then, you can customize your notification message to include the Arrival Window Start Time only. For example:
Your appointment with [Business Unit Official Name] has been scheduled for [Job Date] at [Service Location Address]. We have noted that you are available as of [Arrival Window Start Time]. We will update you to let you know when the technician is on the way (please allow up to 1 hour). We look forward to speaking with you about your needs.
Please refer to Choose your arrival window settings for more information.
Will customers be able to text or call the number back?
When customers receive text messages, they may want to write back or call the number back. You can set this up when you configure your outbound numbers for SMS or MMS. Go to Settings > Phone to set up new phone numbers to be used as the outbound number for reminder notifications (SMS) and dispatch notifications (MMS).
For more information on setting up outbound numbers, refer to Set up outbound (default) numbers for text notifications (SMS and MMS)
How to allow customers to call the number back
On the settings page for the outbound number (Settings > Phone), do one of the following:
If you want to forward calls to a different number - Enter the forwarding number in Forward calls to.
- or -
If you want to forward calls to your main forwarding number - Select Use default call forwarding number.
How to allow customers to text the number back
On the settings page for the outbound number at Settings > Phone, select Allow incoming sms / mms.
Note: Customer texts appear on the message list on the Dispatch Board.
Are there customer notifications for canceled jobs?
No, there isn't an option to enable customer notifications for when a job is canceled. For more on customer notifications in ServiceTitan, see Customer notifications.
Are there customer notifications for technician arrival?
No, there isn't an option to enable customer notifications for when a technician has arrived to a job appointment. For more on customer notifications in ServiceTitan, see Customer notifications.
Is it possible to send multiple appointment reminders to customers for jobs scheduled months in advance?
No, ServiceTitan's reminder notification feature sends only one reminder for each appointment. This reminder can be configured to send either the day before or exactly 24 hours before the job. Currently, there is no built-in option to automate multiple reminders, such as one month, one week, and one day before the appointment.