Scheduling Pro FAQ

1. Check your whitelisted websites in the Scheduler Details section of the self-onboarding flow, including any testing or staging site.

2. Check that you have a CTA button to launch the scheduler.

3. Check that your general embed script is installed correctly.

4. The scheduler does not appear as a static element on your site. It will only launch with a CTA or direct link and then appear as an overlay on your page.

Check the top-right corner of your screen to ensure you’re in the correct account. Click “Sign Out” in the top right dropdown in WorkConnect before attempting to log in as another tenant.  

Check your Capacity Settings. Make sure you haven’t set unintentional buffer time between jobs and blocked dates. If you’re using Adjustable Capacity Planning (ACP), make sure technician shifts are populated and up to date. If you’re using Custom Capacity, make sure all technicians, trades/job types you’re using in your scheduler are included in the capacity calculation.

You can use the Customize Question Mode tab in the Services Offered section in the self-configuration flow to add questions and responses to go to job types that aren’t included in standard job type mapping.

Using the Business Unit Rules option in Services Offered > Advanced Settings, you can build rules to assign the right business based on conditions. Note that what you include in your ServiceTitan job type mapping for business units will not be used.

When a customer is booking in your scheduler, we look up existing customers in your ServiceTitan account based on the phone number provided. We compare this to the phone numbers on your customer records and confirm whether the customer is new or returning.

This creates the possibility of duplicate records getting created, which are new records for someone who is technically an existing customer. For example, this can occur when a customer record in ServiceTitan has the wife’s name and phone number, and then the husband books using a different phone number. In this case, Scheduling Pro would create a new customer record for the husband by default.

To fix this, in self onboarding, go to Contact Info > Advanced Settings. There is a setting you can toggle in the Location Preference section.

If a new customer tries to book on an existing location, we book with the existing customer and alert you.

This is also known as the Takeover setting. When it is enabled, we book any job on an existing location on the existing customer for that location rather than the customer who provided their information in the scheduler. When this happens, we include the following additional information in the notes summary of the job for your review that tells you the next steps to take:

***POTENTIAL SITE TAKEOVER***

This job was booked on a location that already exists in your system by a customer whose phone number we did not recognize. We have booked the appointment on the existing customer for this location. The new customer’s information is as follows:

NAME: {Customer Name}

PHONE NUMBER: {Phone Number}

EMAIL: {Email Address, if captured}

Please review the job. If it is an existing customer using a new phone number, please update the record. If the customer is a new owner of an existing location, create a new customer record and map the job to that record.

When this setting is enabled, you reduce the likelihood of any duplicate customer records being created in scenarios, such as booking between spouses, phone number changes, and minor differences in customer names. However, if you have any booking notifications going out to your customer, these would be sent to the existing customer tied to that location in takeover situations. Whether this setting should be enabled or disabled depends on how often you encounter these situations and/or your willingness to resolve duplicate records when they occur.

Because Scheduling Pro allows your customers to book directly, there is a risk in editing customer records that already exist. A customer shouldn’t be able to edit or rewrite any information that you already have on customers or locations in ServiceTitan. While we add new customers, locations, and contact information from your customers as they book, it is safer to flag these situations for review rather than assume any conflicting information provided by the customer is correct.

Scheduling Pro is designed to sync directly with your ServiceTitan settings to prevent appointment sync issues. However, there may be rare occasions where Scheduling Pro jobs don’t seem to be showing up. Here are some quick checks that you can do:

• Keep a close eye on your capacity settings: More often than not, if you see a sudden dropoff in appointments booked through Scheduling Pro, it’s an availability issue. Within Scheduling Pro, review your settings in Capacity. Check your buffers, blocked dates, and date range to make sure they’re updated. If you are on Advanced Capacity Settings, confirm that each of your business units or business unit groups used in the scheduler have capacity hours in ServiceTitan. If you are on Custom Capacity Settings, make sure your suitable technicians and/or appointment counts, time slots, and capacity threshold are up to date.

• Check your rules for campaigns, tags, business units and technicians: Scheduling Pro allows you to set rules for assigning campaigns, business units, technicians, and tagging types to jobs. Review your rules in the “Marketing” and “Services Offered” settings pages to make sure that Scheduling Pro isn’t assigning jobs to any of these that might be inactive.

• Jobs versus Bookings: Within Scheduling Pro’s Scheduler Details options, you can choose to send appointments to ServiceTitan as an unassigned job on the Dispatch Board, or as bookings on the Calls > Bookings screen. Check this area to confirm where you should be looking for Scheduling Pro appointments in ServiceTitan.

• Review Job Type Mapping: While Scheduling Pro can adapt to changes in your job type names and remove or dead-end inactive job types in your scheduler, it is a good practice to check in the Services Offered section of Scheduling Pro if you are having any issues. This includes reviewing the Services Offered page for your mapping or, if you’ve customized your questions and answers, checking your question rules on the Services Offered > Custom Question Mode tab.

The online scheduler doesn't override or control the invoice signature requirement settings.

If jobs booked through the scheduler aren't requiring signatures, it's likely due to how job types are configured in the Services Offered section. We recommend reviewing this section to ensure that the scheduler is correctly mapped to the job types that have the signature requirement enabled from Settings > Job Types.