Enable text and email dispatch notifications

Overview

Set up dispatch notifications so your customers know when a technician is on their way. Use technician arrival tracking with photos so your customers know not only when their technician will arrive, but also what they look like. This enhances the customer experience.

Note: Customers see the technician’s rating only if the technician has 4 stars or above.

Things to know

• When dispatch notifications are on, the customer automatically receives a message letting them know a technician is on the way.

• You can limit dispatch notifications, so the customer only receives one dispatch notification per day in usual circumstances.

• The customer receives a notification when the first technician is dispatched. If more technicians are sent out to the job site, the customer won't receive another dispatch notification, since a technician is already at the site.

• ServiceTitan only limits dispatch notifications if a technician is already working the site. This means if all technicians stop working and then you dispatch another technician later that day, the customer receives another notification.

• Text and email notifications can't be enabled at the same time. If you want to enable both, repeat the process for both text and email.

Best practices

• We recommend that you limit the number of dispatch notifications if you often dispatch multiple technicians to a job site.

Enable text message notifications

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Customer Notifications.

3. On the Customer Notifications screen that opens, click Dispatch Notifications.

4. The Text tab of the Dispatch Notifications screen opens. Make sure your outbound default SMS number is set up:

   1. If your default SMS number is properly set up, you see a green checkmark icon.
      

   2. If your default SMS number is not set up, you see a red warning icon.

      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.

      

5. A default message is set up for you. You can also customize the notification message.
   

   Tip: Check the preview next to the message content to see what your message will look like to your customers.

6. When finished, turn on the Enable dispatch text notifications toggle and then click Save.
   

Enable email notifications

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Customer Notifications.

3. On the Customer Notifications screen that opens, click Dispatch Notifications.

4. On the Dispatch Notifications screen that opens, click the Email tab.

5. A default message is set up for you. You can also customize the notification message. 

   Tip: Check the preview next to the message content to see what your message will look like to your customers.

6. When finished, turn on the Enable dispatch email notifications toggle and then click Save 

Enable arrival tracking

Note: Before you can enable arrival tracking, native GPS for each technician device must be set up. Click View GPS settings and follow the steps to set up native GPS.

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Customer Notifications.

3. On the Customer Notifications screen that opens, click Dispatch Notifications.

4. On the Dispatch Notifications screen that opens, click the Arrival Tracking tab.

5. Turn on the Enable arrival tracking for text and email toggle and then click Save.

   Note: If the customer's service location address is not verified, the arrival tracking screen shows the technician's name and the destination address. If the service location address is verified, the screen shows the technician's distance and estimated time of arrival, along with an interactive map.

   
   

Note: The Tech Tracking URL token needs to be added by customizing the notification message for the tracking link to be included in dispatch notifications.

Limit dispatch notifications

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.

Note: This setting applies to both text and email notifications.

Want to learn more?

• See Overview of Customer Notifications