Fill schedule gaps with Appointment Move Up

Coming ST-81

Overview

Appointment Move Up lets dispatchers offer earlier openings without calling customers one at a time. When an earlier slot opens, ServiceTitan texts the customer, and books the earlier time if they accept. There are two ways to start it: automatically with Dispatch Pro, or manually by tagging a job. Manual mode works on any account with Virtual Agent, so Dispatch Pro is not required.

Things to know

• The customer is contacted by text message only.

• A move-up window controls how soon a job can move earlier. A job never moves to a later time. A no sooner than window is a minimum-notice guarantee measured from today.

• If no opening is available inside the window, no text is sent.

• Each campaign uses one trigger mode. A Dispatch Pro account chooses automatic or manual, not both.

• To keep specific jobs from being offered, add your own tags to Tags that block move-up in Dispatch Pro settings.

Best practices

• Keep your Move Up tag list short. Most accounts need only one to three tags.

• Start with any earlier availability, then add tag-to-window rules after your team is comfortable.

• Tag only jobs you are willing to move earlier, so a customer is never offered a change you cannot honor.

• Agree with your team on what each tag means before you apply it on the Dispatch Board.

• A gap on the board is capacity you have already paid for. Act on suggestions while there is still time in the day.

Use cases

• A residential HVAC company gets a same-day cancellation. Instead of calling five customers, the dispatcher tags the next few jobs to offer an earlier time today, and ServiceTitan texts each customer.

• A plumbing company offers earlier slots, but only two or more days out so the office can plan. The dispatcher applies a tag mapped to a two-day notice window.

• A Dispatch Pro account lets the schedule engine find the gaps. The dispatcher clicks Hold on a suggestion, and ServiceTitan texts that customer automatically.

Set up Appointment Move Up

There are two ways to trigger Appointment Move Up. Set up the one that matches your account:

• Automatic builds on Dispatch Pro. The schedule engine finds the gap and raises a suggestion.

• Manual is a more limited version that works on any account with Virtual Agent. You tag a job to start the outreach.

Option 1: Set up automatic move-ups with Dispatch Pro

Note: This mode requires Dispatch Pro. If you do not use Dispatch Pro, skip to Set up manual move-ups with job tags.

With Dispatch Pro, Appointment Move Up runs continuously in the background:

1. Detect: ServiceTitan scans for schedule gaps every few minutes. The interval is configurable.

2. Search: it finds jobs that could fill each gap, based on technician skills, location, job duration, and zone.

3. Rank: it sorts candidates by overall fit, so the best option appears first.

4. Act: the dispatcher reviews each suggestion and chooses what to do.

To set up Automatic move-ups with Dispatch Pro:

1. Confirm Dispatch Pro is enabled on your account.

2. Confirm the Include drive time in job duration setting is turned on.

3. Contact Support or your Customer Success Manager to enable Appointment Move Up for your account.

4. Go to the navigation bar and click AI Concierge > Agent Workflows.

5. Open your Appointment Move Up campaign, then click Configure.  

6. In the Campaign Details section, edit the campaign name and select the Virtual Agent for all voice and SMS steps in this campaign.

7. In the Source section, click Dispatch Pro trigger.  

8. Go to Settings > Dispatch Pro > Move Up Assist.

9. Review the settings on the Move Up Assist tab, and adjust them to how your team works:

   Setting	Default	Description
   Include today's unassigned jobs	No	When set to Yes, unassigned jobs are also offered as candidates. When set to No, only jobs already assigned to other technicians are considered.
   Future days to consider	1 day	How many days ahead to look for jobs that could move up. Higher values widen the candidate pool. Capped by your scheduling lookahead.
   Lock window	1 minute	The minimum time between now and a suggested start time. Jobs starting sooner are excluded.
   Tags that block move-up	Do Not Reschedule	Jobs with any of these tags are never offered. Add any tags your team uses to mark jobs that should not move.
   Tag to apply on move-up	None	Applied automatically when a job moves up. Useful for reporting and to keep a job from being offered again.

10. When finished, click Save.

    Tip: Treat the defaults as starting points, not fixed values.

Option 2: Set up manual move-ups with job tags

Note: Use this mode on any account with Virtual Agent. Dispatch Pro is not required.

1. Contact Support or your Customer Success Manager to enable Appointment Move Up for your account.

   Note: Account configuration is required, so this feature must be enabled before you can see it.

2. Go to the navigation bar and click AI Concierge > Agent Workflows.

3. Open your Appointment Move Up campaign, then click Configure.

4. In the Campaign Details section, edit the campaign name and select the Virtual Agent for all voice and SMS steps in this campaign.

5. In the Source section, click Manual Trigger.  

6. Select a job tag from the Job Tag dropdown.

7. In the Rescheduling Window section, select how earlier times are offered:

   • Select Any earlier availability to offer any opening earlier than the current appointment.

   • Select No sooner than to set a minimum notice, then select the number of days.

8. Click Add Rescheduling Window to create another rule, and repeat as needed.

9. When finished, click Save.

   Tip: Most teams need only one to three tags.

Move up a job

Move up a job automatically with Dispatch Pro

Note: Available when your account uses the Dispatch Pro trigger.

1. On the Dispatch Board, review a Move Up suggestion for a job that could fill an open slot.

2. Select one of the options:

   • Click Hold to check with the customer first. ServiceTitan texts the customer to confirm the earlier time.

   • Click Move Up to assign the job to the gap right away.

   • Click Dismiss to skip this candidate and see the next one.

3. Watch the status on the suggestion card:

   • Not yet triggered: The hold is placed, but outreach has not started.

   • Outreach in progress: ServiceTitan has texted the customer and is waiting on a reply.

   • Customer responded: The customer has replied.

   • Timed out: The response window closed without a reply.

4. When the customer confirms, ServiceTitan books the earlier time automatically. The assignment, tags, and audit logs update together, and the suggestion clears.

Move up a job manually with a tag

1. Go to the navigation bar and click Schedule.

2. Click the job you want to move earlier. The job record opens.

3. Click Edit, then apply the mapped Move Up tag for the window you want to offer. ServiceTitan texts the customer with the earliest available opening inside that window.  

4. Review the outcome:

   • When the customer accepts, ServiceTitan books the earlier time.

   • When the customer declines or does not respond, the job stays in place and the tag remains on it.

Want to learn more?

• See Use Dispatch Assist in Dispatch Pro

• See Use Job Confirmations