--- title: "Customize notification message templates" slug: "customize-notification-message-templates" tags: ["Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"] updated: 2026-05-26T19:25:52Z published: 2026-05-26T19:25:52Z --- > ## 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. # Customize notification message templates ## Overview When you turn on customer notifications, a default message template is automatically provided. You can leave it as is or customize it to match your business requirements. --- ### #### Who uses this feature - Administrators ## Things to know - You can only use custom *From* and *Reply-To* addresses on no-reply emails if the domain is approved. If it isn't, ServiceTitan replaces them with a standard no-reply address, such as [noreply@onservicetitan.com](mailto:noreply@onservicetitan.com) or [auto-noreply@onservicetitan.com](mailto:auto-noreply@onservicetitan.com). ## Customize templates for customer notifications 1. Go to the top toolbar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-q6hqq2ac.png)**> **Communications > Customer Notifications**. 2. On the *Customer Notifications* screen, click the row for the notification type you want to customize. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-qsadvj8t.png) 3. Click the **Text** or **Email** tab, depending on the type of template you want to customize. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-bddv1egd.png) 4. For texts, make sure your outbound default SMS number is set up: 1. If your default SMS number is properly set up, you can see checkmark. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-1sjbudkp.png) 2. If your default SMS number is *not* set up, you see a red warning icon. > [!NOTE] > **Note:** Before you can enable text notifications, a default SMS number must be set up. Click **Edit phone number** and follow the steps to [set up your default SMS number](/v1/docs/default-numbers). ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-3guk8k2q.png) 5. For both texts and emails, make sure the **Enable** toggle is turned on then click **Customize**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-rmh1pp87.png) 6. Use the list of *Personalized tokens* on the right to add customized content to your template. Drag the desired tokens to the *Body* section of the *Message Content*. For example, adding **Service Location Address** would be useful if you have customers with multiple service locations where you perform jobs. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-mgu09dkb.gif)To remove a token from the *Body*, hover over it then click **Delete**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-beu6r9ab.png) > [!NOTE] > **Note:** If you know HTML or want to add pre-generated HTML content to your template, you can click **Edit Html** to alter the template directly. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-dhgfcfuf.png) 7. When you're finished customizing the template, click **Preview Edits** to ensure everything looks correct. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-tz6it04h.png) 8. The preview shows on the right, replacing the *Personalized token* list. If the preview looks correct, click **Save**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/customize-notification-message-templates-image-u56lf2tv.png) ## FAQ --- ### #### I want to put in my own notification message. Can I customize the notification message? Yes, you can [customize notification messages](/v1/docs/customize-notification-message-templates). 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. #### Can I give the customer the arrival time only? Yes, you can [customize your notification messages](/v1/docs/customize-notification-message-templates) 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](/v1/docs/set-up-arrival-windows-for-customer-notifications-and-confirmations) for more information. ## Want to learn more? - See [Customer notification options](/v1/docs/customer-notifications-1#options)