Important TCR Update
Schedule Engine now includes a non-editable SMS consent checkbox at the contact info step. Customers must check the box to receive SMS updates about their request, appointments, and notifications. If left unchecked, their notification preferences are turned off in ServiceTitan. This update ensures compliance with telecom regulations and gives customers more control over their communication preferences. No action is required, this change applies automatically to all Schedule Engine schedulers.
Schedule Engine is web-booking software that helps you manage customer bookings more effectively. It allows customers to connect with businesses in the way they prefer—online, through live chat, or by phone. The partnership between ServiceTitan and Schedule Engine simplifies moving customer booking processes online.
Note: Scheduling Pro, an upgraded tool for ServiceTitan customers, is now available to replace Schedule Engine on your website, ensuring a seamless booking experience.
Setup
Scheduler
Learn how to install your scheduler with Wordpress, Wix, or Squarespace.
Key workflows
Scheduling Pro/ Schedule Engine and Live Services
ServiceTitan now offers a variety of scheduling optimization tools, including Scheduling Pro and Live Services, while also maintaining the legacy Schedule Engine to support traditional scheduling workflows.
Scheduling Pro
Scheduling Pro is a modern scheduling tool that provides the smoothest online booking experience for your customers. With Scheduling Pro, you get full control of every aspect of the booking process, from real-time availability, question logic and mapping— all integrated and directly accessible from your ServiceTitan account. Scheduling Pro is available for all ServiceTitan customers using Schedule Engine and is intended to replace that tool on your site. For more information, see Scheduling Pro.
Schedule Engine (Legacy)
Schedule Engine is a standalone booking platform that is now part of ServiceTitan. Schedule Engine lets customers self-diagnose and book appointments online. It is managed independently of the rest of your ServiceTitan account. For more information, see Schedule Engine.
Live Services
Live Services is a human-powered solution that features CSRs handling voice and chat bookings. Ideal for peak seasons or after-hours, Live Services focuses on delivering personalized customer interaction rather than automated scheduling, ensuring no opportunity is missed during busy times. For more information, see Live Services.
Feature | Integration | Primary Use Case |
|---|---|---|
Scheduling Pro | Fully integrated into ServiceTitan. | Extensive customization, advanced scheduling automation, and full control over the scheduling experience. |
Schedule Engine | Standalone platform requiring separate credentials. | Self-diagnosis of issues and appointment booking with fewer customization options, offering a basic scheduling solution. |
Live Services | Operates on the Schedule Engine platform. | Real-time support by trained agents who manage overflow, after-hours, and weekend calls and chats. |
Dashboard
Learn how to manage your schedule, block dates, view leads, and more, all while enhancing productivity.
Marketing
Explore how to use the Schedule Engine to track jobs for lead attribution and measure marketing effectiveness.
FAQ
What may be causing ServiceTitan availability issues?
Non-ACP
Availability issues can be caused by a few different factors. Below are some of the most common causes:
Recently adding or removing technicians
Recently updating job types or business units
Recently adding, removing, or updating time slots
When you make one of these changes without notifying Scheduling Pro, we no longer have a 1:1 match on our information. If you made one of these changes, email our Support team outlining your changes and we will make the updates on our end.
ACP only
Scheduling Pro’s integration with Adjustable Capacity Planning works differently than other types of Scheduling Pro configurations.
For your setup, this means:
Capacity is controlled on your end in ServiceTitan's capacity planning instead of the Scheduling Pro side.
You can still use buffers, blocked dates, and availability window settings in your dashboard to create rules for your scheduler availability.
Scheduling Pro looks at capacity for the business unit that the job type is mapped to in ServiceTitan.
If the job type is not mapped to a business unit or is mapped to multiple business units, we fall back on the rules set up during your onboarding.
If you have any issues with your ACP configuration in ServiceTitan itself, reach out to your ServiceTitan CSM or their Technical Support directly for further assistance.
Why are new records for new customers not being created?
This may be caused when Scheduling Pro flags certain booked appointments as potential “site takeovers” or “location takeovers.” There are two situations when this can occur:
The customer states that they are an existing customer of yours when booking with us, but the phone number they provide does not match a phone number tied to the customer or site/location record, or
The customer states that they are not an existing customer of yours, but books an appointment for a location already in your system.
In both cases, we send an email to you stating that a "takeover request" has occurred to the same mailing list that we send your booking confirmations. The details of the job are provided, along with the customer information provided in the online booking tool. You can also find a note about this in the notes summary of the job in your system.
When this happens, you should open up the job and determine why we may have flagged it. If it is an existing customer using a new phone number, your dispatch team should add the number to the customer/location record and allow the job to proceed as booked. If the customer is a new owner of an existing location, a customer record should be created for that customer and the job should be mapped to that new customer record.
If you’re using ServiceTitan and decided to use a default tag such as Booked by SP, we can replace that with the new Site Takeover tag. You need to add this job tag in your ServiceTitan instance and then contact support to configure it.
Why am I not seeing Schedule Engine jobs in ServiceTitan?
Jobs not syncing can be caused by a few different factors.
When a customer clicks Book now, Schedule Engine sends you an email summary alerting you that the job has been booked in our system. The job should sync in ServiceTitan within less than 30 minutes depending on server load.
If you are only seeing certain job types not sync into ServiceTitan, it's most likely one of the following issues:
You added new job types or Business Units without notifying Schedule Engine.
You changed or updated the job types we are using to read availability.
You changed the default Schedule Engine Campaign we use for integration.
You deleted the "dummy technician" Schedule Engine is assigning jobs to (where applicable).
Most integrations use unassigned area.
If you made one of these changes, send an email to our Support team outlining your changes and we will make the updates on our end.
Note: Schedule Engine attempts to resync all jobs for up to 24 hours. If the missing jobs were booked more than 24 hours ago, you will need to recreate them in ServiceTitan until this issue is resolved by Support. Moving forward, please notify SE of any of the above changes to avoid service disruptions.
What is the new SMS consent requirement in Schedule Engine?
A non-editable contact disclaimer now appears at the contact info step in Schedule Engine. Customers must check a box to agree to receive SMS messages related to their request, appointment updates, and notifications. If left unchecked, their notification preferences are turned off in ServiceTitan.
Can I remove or edit the SMS consent disclaimer in Schedule Engine?
No, this disclaimer is automatically included in all schedulers and cannot be modified.
For more, see Schedule Engine - FAQ.