Overview
While Dispatch Pro does the heavy lifting automatically, it still needs dispatchers to oversee it. Monitor Dispatch Pro assignments so you can pause Dispatch Pro when necessary to manage unexpected circumstances.
Who uses this feature
Administrators, managers, and dispatchers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Certain permissions are required to set up and manage Dispatch Pro. To have these enabled, please contact the account administrator on your team. For more, see the Required permissions section of Dispatch Pro.
Things to know
Managed technicians are required for Dispatch Pro. For more, see Managed technicians and non-managed technicians in ServiceTitan Mobile.
Depending on your settings, Dispatch Pro assigns technicians to jobs within their zone or Business Unit (BU).
If no other technician is available, Dispatch Pro may assign a technician to a job that is far away within your maximum allowed drive time range.
Jobs may go from assigned to unassigned or vice versa as Dispatch Pro runs. All jobs unassigned by Dispatch Pro will have an alert explaining the reason.
Dispatch Pro will not:
Assign a job to a technician who is on an on call shift, a time off shift, or has a non-job event.
Assign multi-technician or multi-day jobs.
Place a job on the Dispatch Board before or after its arrival window or business hours.
Dispatch Pro assigns, reassigns, and reschedules jobs. Dispatchers still need to unassign, dispatch, arrive, hold, complete, and confirm appointments/jobs as needed. For more, see Use the Job Details Flyout to view and edit job details on the Dispatch Board and Use the Daily Dispatch Board.
Note: Dispatch Pro only reschedules jobs within the arrival window or business hours (depending on setup). Dispatchers need to manually reschedule jobs when moving to the next day or a completely different time frame.
Pause Dispatch Pro for a technician
If a technician calls in sick or is otherwise unavailable for the day, pause Dispatch Pro for them and then manually unassign their remaining appointments. Dispatch Pro will pick them up on the next run.
Go to the navigation bar and click Dispatch
.In the side menu, click the technician's name.
In the dropdown that opens, select Pause Dispatch Pro.
After pausing Dispatch Pro, right-click each of the technician's remaining appointments and unassign them.
Note: If the technician has a helper who was automatically assigned based on your settings, make sure to also unassign the helper from each appointment.
When the technician becomes available again, click their name and select Resume Dispatch Pro to unpause Dispatch Pro for them.
When you pause Dispatch Pro for a technician, it stops making adjustments to that technician's schedule, but it doesn't unassign jobs already assigned to them. In other words, the pause button freezes the technician's schedule so they can finish their commitments for the day without having anything added or taken off their plate.
If a technician can't finish their commitments, be sure to manually unassign their remaining appointments after pausing Dispatch Pro.
View technician performance with Dispatch Pro
To see how a technician is performing, hover over their name in the side menu.
In the pop-up that opens, you can view the following details:
Current value: This shows the invoice total for jobs the technician completed that day.
Projected value: Powered by Titan Intelligence (TI), this shows the predicted value of all jobs assigned to the technician that day.
Drive time between jobs: This shows the amount of time it will take the technician to drive from one job to the next.
Want to learn more?
Visit ServiceTitan Academy and enroll in Dispatch Pro: Dispatcher Experience Walk-Through
See Dispatch Pro in the ServiceTitan Knowledge Base