Scheduling Pro Onboarding Part 1: Set up quick settings

Overview

Scheduling Pro sets your scheduler up with some recommended settings to help you get started faster. Ensure to confirm your capacity settings and use the Test and Preview tool to ensure the scheduler works as expected before launching. You can also adjust other settings to better align with your workflow.. Sections appear as Required if SchedulingPro is missing any key information or if they require additional review.

Things to know

• To ensure a smooth self-onboarding experience for Scheduling Pro, we currently recommend using a desktop computer.

• To navigate to the Scheduling Pro configuration screen, go to Settings > Marketing Integrations > Scheduling Pro Configurations.

Access Scheduling Pro

1. Go to the top and click Settings .

2. In the side panel, click Integrations > Marketing Integrations.

3. On the Marketing Integrations screen that opens, click Edit next to the Scheduling Pro integration.
   

4. Within WorkConnect, click Create Scheduler > +Create New to set up a new scheduler.
   
   

   Note: If you do not want to start from scratch and select Create from Import , see Migrate your scheduler from Schedule Engine and Migrate your scheduler between Scheduling Pro accounts.

Overview

After accessing and creating a new scheduler, you are going to set up different sections. For the part of the onboarding process, we focus on the basic settings. 

To setup your Scheduling Pro basic settings, complete the following steps:

1. Review Scheduler Details

2. Set up Zones

3. Select your Services Offered

Step 1: Review Scheduler Details

In Scheduler Details, configure major components of the scheduler.

Configure your Scheduler Basics section:

1. From the Scheduler Details card, click to modify your scheduler details.
   

2. Click Brand dropdown and select one of the brands from the list of companies or add a new one by clicking + Add Company.

   Note: The brand name appears in the scheduler header and helps organize schedulers by company if multiple companies share the same account. You can edit the brand name without creating a new one by clicking next to it.

   
   

3. In the Scheduler Name, enter a name for your scheduler that explains its purpose. For example, Main Website Scheduler or Maintenance Outreach Scheduler.

4. Click Scheduler Mode dropdown and select the mode for your scheduler.

   1. Online Booking: Add it to your website to let customers schedule appointments directly online.

   2. Call Center: Provide your CSRs or call agents with a version of your scheduler on a dedicated scheduling landing page optimized for internal booking. It doesn’t save session progress and allows more questions for added flexibility.

5. In the Website, specify which websites the scheduler can be installed on. You can enter more than one website, but at least one is required. 

6. Click the Workflow dropdown and select the sequence of events for your scheduler. You can select to auto-collect the zip code or to manually provide it before scheduling for any of these options.
   When choosing the type of structure for your scheduler(s), consider your business need and decide which option is the most appropriate for you: 

   1. Standard: Optimized for high conversion and a simpler customer experience.

      1. Select trade and issue or need

      2. Select date and time

      3. Provide customer info

      4. (Optional) Add additional details

      5. Agree to Terms and Conditions

   2. Express: Optimized for the fastest booking experience —collects only essential details to make booking as quick and easy as possible.

      1. Select trade

      2. Select date and time

      3. Provide customer info

      4. Agree to Terms and Conditions

      5. Auto-collect zip code or manually provide it before scheduling

   3. Contact Info First: Optimized to capture customer info—ideal for returning customers, but new ones may hesitate to share details before checking availability.

      1. Provide customer info

      2. Select trade and issue or need

      3. Select date and time

      4. (Optional) Add additional details

      5. Agree to Terms and Condition

   4. Delayed Location: Optimized to showcase services first, with ZIP code collected later—reducing drop-off and highlighting offerings upfront.

      1. Select trade and issue or need

      2. Select date and time

      3. Provide customer info

      4. (Optional) Add additional details

      5. Agree to Terms and Conditions

   5. Classic: Optimized to balance lead capture and completion—captures info early, midway between Standard and Customer First, but may deter new customers seeking availability first.

      Note: Classic workflow does not support in-brand router. For more, see Route with Scheduling Pro.

      1. Select trade and issue or need

      2. Provide customer info

      3. Select date and time

      4. (Optional) Add additional details

      5. Agree to Terms and Conditions

7. Click the Color dropdown and select from over twenty themes to use in your scheduler.

Personalize your  Scheduler Header to reflect your brand identity by customizing the following elements: 

1. Click  Upload File, to attach your logo to display in the scheduler header.
   
   

   Note: The uploaded logo also appears on your Reserve with Google booking page.

2. Click the Header Background Color dropdown and adjust the header color to match your theme or set it to white for better contrast.

3. Enable or disable Show brand name and Welcome Message Title toggle to display or hide your brand name and welcome message.
   Here's a preview of how the Scheduler header appears on your scheduler: 
   
   

   Note: For cross-brand routers, the uploaded logo also appears at the start of the booking flow for a consistent branded experience.  

Configure your Booking Preferences to dictate the scheduler experience and how bookings appear in ServiceTitan:

• Auto-advance when your customer completes a section of the scheduler: Choose whether a customer is automatically moved to the next step in the scheduler after they fill out all required information. This setting is disabled by default

• Send Scheduling Pro appointments as jobs to the Dispatch Board: Choose whether jobs are sent by default to the Unassigned section of the Dispatch Board, or are sent to Calls > Bookings to be manually confirmed. Scheduling Pro appointments are sent as jobs by default.

• Send abandoned scheduler sessions as bookings: Choose to send bookings to your Calls > Bookings screen whenever a customer abandons the scheduler without booking if they have included their contact information. Notes in the summary of the booking alert you if this is an abandoned session.
  

  Note: Job priority for jobs booked through Scheduling Pro will be automatically assigned based on the priority set for the job type in ServiceTitan. No setup is required. By default this applies to all accounts with Scheduling Pro enabled.

Decide how you handle Abandoned Sessions. 

1. Turn on the Abandoned Sessions toggle to send abandoned scheduler sessions to your ServiceTitan account. To customize how sessions appear in ServiceTitan, select one of these options:

   1. Send as a Booking:  The system sends the abandoned sessions to Calls > Bookings

   2. Send as a Lead: The system sends the abandoned sessions to Follow ups > Leads

      Note: If you don’t see this option in your scheduler, contact your Success Manager or Technical Support to enable it for your account.

      1. Follow-up Date: Lead’s preset follow up date.

      2. Tags: Abandoned sessions sent to your Leads screen have these tags applied.

2. When you finish, click Done.

For existing users of the legacy Schedule Engine (SE), the Abandoned Scheduler Session selection replaces the Leads feature in the SE dashboard. You can no longer view abandoned sessions in the Schedule Engine dashboard. Instead, ServiceTitan captures them and sends them to either the Call Booking > Bookings screen or the Follow Ups > Leads section, where users can convert them into leads. 

Enable SMS follow up

Enable the Follow Up SMS option, if you want to autosend follow up SMS to your customers who abandoned their sessions.

1. Enable the SMS follow up toggle.

2. Register your phone number for TCR Verification. For more, see Use SMS Opt-in with Scheduling Pro.

3. Click the Phone Number dropdown to select your outbound sms number.
   

4. Select how you want to send the 15-post-abandoned SMS to your customers.
   

   1. Prefilled Link: Select to send a sms follow up message with the scheduler URL.

      1. In the Message field, enter the text you want to send out with the outbound SMS.

   2. AI Agent: Select to send a sms follow up message using AI to book the job via sms texts.

      1. In the First Outbound SMS field, enter the first text you want to send out to start the booking process.

5. When finished, click Done.

For more, see Use SMS Opt-in with Scheduling Pro .

Step 2: Set up zones

Set up your scheduler’s booking zones and customize the messaging. 

Tip: Ensure selected zones have zip/postal codes configured, otherwise your customers can’t book. For example, U.S. zones should include specific ZIP codes such as 17601, 17602, or 17603, while Canadian zones use patterns like M3B* to cover all postal codes starting with M3B.

Select your zones to enable booking. All ZIP or postal codes in selected zones are available.

Important: If you have multiple offices or locations with different settings such as capacity, create separate schedulers based on zones. Use a general install script to route customers to the right scheduler based on their zone.

1. From the Zones card, click to modify your scheduler details.
   

2. Select any zone you want to make available for booking from the list.

   Tip: You can also search for the zone name in the search box.

   
   

3. (Optional) If you can’t find the zones you need, click Zones to return to your ServiceTitan settings and add new zip or postal codes.
   
   

   Note: After you add new zones, refresh your Scheduling Pro Zones page to see them in your list.
   For more, see Set up and use zones.

Note: The Zones in your Settings > Operations must have Zip or Postal codes assigned. Wildcards can be used in your Zones setup to cover a wide range of codes. For example, 91* covers all zip codes starting with 91.

Tip: If you select the Service Days Enabled option in your ServiceTitan Zones (Settings > Operations), Scheduling Pro automatically recognizes the service days assigned to each zone. This ensures that bookings are restricted to the designated service days for that area.

Customize the messaging that appears in the Zip/Postal code entry section of your scheduler:

1. From the Zones screen, click Customize Messaging.
   

2. In the Zip/Postal Code Title field, enter the title text displayed below the location graphic.

3. In the Zip/Postal Code Message field, enter the message shown below the title text.

4. In the Out of Area Message field, enter the text displayed when a customer enters a zip or postal code outside your service area.

5. (Optional) Click to insert embedded links to external pages from the Out of Area Message.

   1. From the pop up, enter the Text and the Link, and click Save.
      

6. (Optional)Use the side panel to preview how your text appears in Mobile or Desktop mode.
   

7. Select Hide customer location from lookup to prevent customers from looking up their location.

   Note: This option is recommended for large service areas where zip/postal code lookups may be inaccurate.

8. When finished, click Done. 

Step 3: Select your services offered

With Services Offered, set up how customers select services in your scheduler. Use standard job type mapping for a quick setup or customize questions and follow-ups for a tailored experience.

Scheduling Pro provides multiple pre-set trades to customize your setup, see the list of trades below:

Note: You can optionally rename trades in Custom Question Mode.

Customize Question Mode

Customize the service questions and answers that you ask your customers during the booking process. It also allows you to define the logic for follow-up questions and map job types to each service you offer. 

     

Step 1: Add and edit questions

1. From the Services Offered card, click to modify your services.
   

2. (Optional) You can edit trade names by clicking .
   

3. Click the dropdown next to each trade to add a question for the trade or see the existing mapped questions. Several questions are populated for each trade by default, but you can customize them.
   
   

   Note: Because at least one question is required for each trade, the first question (Level 1) can’t be deleted and can only be modified.

   For each trade, use the dropdown to define the customer-facing questions, available answer choices, and the logic that determines follow-up questions and associated job types for each enabled service.

4. Click the Default Job Path dropdown and select the default job path. This pre-selects a commonly used service to reduce customer clicks. The customer still needs to click next to proceed.
   

5. Click the Level dropdown and select the order in which the question appears to the customer during the flow.

   Important: You can create up to 4 levels of questions with branching outcomes that determine job types.

6. Click the Question dropdown and select the question to present to your customers.

   1. To add a custom question, click Add Custom Question from the dropdown.

      Note: This custom question has no default answers or rules. We recommend adding them when first setting up your scheduler. To preserve existing rules, you can create a new question and reroute the logic as needed.

   2. Enter your custom question in the added Custom Question section and click Done to save.
      

7. (Optional) After adding the question, you can click Morenext to the question to perform the following actions:
   

   1. Edit question rules: For more, see step 10.

   2. Duplicate question

      1. Enter the description and click Done to save.

   3. Delete question
      
      Step 2: Add and edit answers:

8. Click Add Answer to enter and create a reply to the question. When done, click Done to save the answer.

   Note: When switching questions, the system saves your existing answers, descriptions, and question rules.

9. (Optional) After adding the answer, you can click  More next to the answer to perform the following actions:

   1. Edit question rules: For more, see step 10.

   2. Add description

      1. Enter the description and click Done to save.

   3. Delete answer

10. To set up question rules, click Unmapped in the answer box to link the answer to the correct question and ensure the sequence flows properly.
    
    

    Step 3: Map question rules:

    
    
    Mapping question rules lets you define what happens after each question/answer pair—whether it leads to another question, a job type, or a message that ends the flow.

11. From the Add Question Rule for Level 1 Follow-up Question pop-up, map the question to the available answers and click Save.
    

    Note: You can freely customize, edit, and delete answers.

    1. Select the answer you want to create branching logic for using the Answer dropdown.

    2. In the Then dropdown, select the question you want the branching logic to direct to or if the question and answer pair leads to a dead end message, select the dead end message.

    3. And for the last question rules to assign a job type as a final step, in the And dropdown, select the job type you want to assign.

    4. When done, click Save.
       
       Question rules allow you to define the outcome of each answer in your scheduler using conditional rules. You can create Always rules, where any response to the question leads to the same outcome, or If rules, where the selected answer determines the next step or follow-up. Question rules can be edited or deleted, but each answer must have a mapped outcome for the settings to be saved. Each answer can lead to one of three outcomes: 
       

       1. Follow-up Question: The answer leads to a subsequent question.

       2. Dead End: The answer triggers a message informing the customer that a service is unavailable or directs them to call.

       3. Job Type: The answer allows the customer to proceed to select a time slot and is linked to one of your defined job types.

You can build up to four levels of questions, each with its own set of answers and mapped outcomes. The flow can move sequentially from Level 1 to Level 2, Level 3, and Level 4—or certain answers can skip levels and jump directly to a job type. The system automatically labels subquestions in order (e.g., 2a, 2b, 2c) to help you manage complex branching logic, though you can reorder them at any time to match your preferred structure. Just make sure each answer is mapped correctly so the sequence flows as intended.

Use Standard Job Type Mode

Instead of the Custom Question mode, you can use Standard Job Type Mode as a quick way to set up a scheduler using your ServiceTitan job type mapping configured in Settings > Integrations > Job Type Mapping within Scheduling Pro. When using this option, we ask your customers simple questions that point to these standard job types, such as Please select your service or  What needs to be repaired?  etc. Use this option if you want to quickly get started.

1. From the Services Offered screen, click Standard Job Type Mode.
   

2. (Optional) If you already used Custom Question Mode, you might need to reset all changes to switch to Standard Job Type Mode. To do so, click Reset All Changes  from the You are in Custom Question Mode section.
   

3. (Optional) From each trade section, you can select a Default Job Path. Default Job Path can help you to reduce the number of clicks for customers booking in your scheduler. For more, see Default Job Path.

4. To set up the job types you want to use, go to each trade section and select the services you want to offer.

   Note: The services listed here are standard job types already mapped in ServiceTitan under Settings > Integrations > Job Type Mapping.

    

   1. You can also click Select All or Deselect All to choose all listed job types.

Default Job Path

When one of your job types is selected as a default, the responses in your scheduler that point to that job type are auto-selected. A customer can still edit these responses if the default job type doesn’t match their service needs. This can be especially useful when most of your appointments booked online are for a specific type of service.

For example, in peak cooling season, you can set your default as Repair AC.

Note: This is completely optional for most workflows. You don’t need to select a default job type unless you’re using the Express workflow. In the Express workflow, the default job type is the one mapped to that trade. Any job booked for that trade uses that default job type.

Reconciling job types

In ServiceTitan, you can have multiple job types associated with a single standard job type. However, in Scheduling Pro, a single job type needs to be designated. In the event that you have multiple job types mapped to a single standard job type, Scheduling Pro alerts you and asks you to select the most appropriate job type from the list.

If you think that you need all of these custom job types available as options in your scheduler, you can customize your questions to better suit your needs beyond this job type mapping.

Customize the Messaging

Customize the title and the notification displayed in the scheduler when no appointments or options are available for a selected trade.

1. From the Services Offered screen, click Standard Job Type Mode.
   

2. In the Title field, enter the message that displays in the scheduler when a customer selects a trade or issue.

3. In the Dead End Message Title field, enter the headline or title for the message that appears when no scheduling options are available. This should quickly inform the customer that their selection cannot proceed.

4. In the Dead End Message Content field, provide details to explain why scheduling is unavailable and guide the customer on what to do next. This could include instructions to contact support or choose a different option.

5. (Optional) Click to insert embedded links to external pages from the Dead End Message Content.

   1. From the pop up, enter the Text and the Link, and click Save.
      

Configure Advanced Settings

Set up advanced settings for job types. Here you can set up different kinds of rules such as business unit, tag, technician and jobs and bookings rules.

1. From the Services Offered screen, click Advanced Settings.
   

2. Set up the default business unit and business unit rules:
   

   1. Click the Default Business Unit dropdown and select a default business unit for jobs in case no other mapping applies.

   2. From the Add Business Unit Rules section, set rules that determine how business units are assigned to appointments booked through Scheduling Pro, and rearrange rules to prioritize them using conditional logic.
      For more details on business unit rules, see Set up business unit rules.

3. Set up the default tag and tag rules:
   

   1. Click the Default Tag dropdown and select a default tag for jobs in case no other mapping applies.

      Tip: Assign a default tag to ensure jobs are properly tagged for tracking purposes.

   2. From the Add Tag Rules section, set rules that determine how tags are assigned to appointments booked through Scheduling Pro. You can create multiple rules, if needed.

      1. Drop and drag the rules in the Add Tag Rules section to change the sorting priority and order in which those tag rules are executed.

      2. Use the toggle next to the rules to turn them on or off.
         For more details on tag rules, see Set up technician rules.

4. From the Add Technician Rules section, set rules that determine how technicians are automatically assigned to appointments booked through Scheduling Pro.
   For more details on technician rules, see Set up tag rules.

5. From the Jobs and Bookings section, set rules that determine if appointments booked through Scheduling Pro are created as jobs or bookings.
   
   

   Tip: Drop and drag the rules to change the sorting priority and order in which those rules are executed. Use the toggle next to the rules to turn them on or off.

   For more details on jobs and booking rules, see Set up jobs and bookings rules.

6. When you finish, click Done.