--- title: "Set notification preferences for customers" slug: "set-notification-preferences-for-customers" updated: 2026-05-26T19:23:29Z published: 2026-05-26T19:23:29Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Set notification preferences for customers ## Overview Customize the frequency and types of notifications your customers receive by setting notification preferences in ServiceTitan. This helps your customers get the information they need without being overwhelmed by texts or emails. [Set notification preferences for customers Video](https://fast.wistia.net/embed/iframe/rv9n3c1blw?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Administrators and office employees - Applies to all business types #### Feature configuration - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. - The following permissions are required to use this feature. Please contact the account administrator on your team: - *View customer* - *Edit customer* - *View location* - *Edit location* ## Things to know - Before setting notification preferences for your customers, make sure that [customer notifications are enabled](/v1/docs/customer-notifications-1). - After you set up notifications, notifications are sent automatically to all customers. You can turn off notifications for an individual customer if they want to opt-out. - To give customers peace of mind regarding how many texts and emails they will be receiving, make sure to confirm the customer's delivery preferences when you book a job for them. - Even if notifications are turned off for a customer, you can still send messages to them manually. - If you receive an opt-out keyword via text to one of your business numbers, the sender won’t receive notifications from you again unless they text the opt-in keyword. Opt-out keywords include STOP, END, CANCEL, UNSUBSCRIBE, QUIT, and ARRET. The opt-in keyword is START. > **Note:** A number texting an opt-out keyword into Chat does not automatically opt them out of messages. Be sure to end communication with them if they text an opt-out keyword. For more, see [Manage unwanted communication](/v1/docs/use-chat). ## Set notification preferences for a new customer When you [add a new customer in ServiceTitan](/v1/docs/create-a-customer-record): 1. Ask how they want to receive notifications. If customer notifications are enabled in **Settings > Communications > Customer Notifications**, job notifications are enabled by default for any newly added email addresses or phone numbers. 2. When creating the record, you can deselect **Job Notifications** if the customer wants to opt-out. You can also adjust notification settings for each email address and each phone number you enter. ![Contact method settings showing job notifications for mobile and email options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-notification-preferences-for-customers-image-kfz5vznm.png) 3. Set preferences for how the customer will receive invoices by [following these steps.](/v1/docs/set-notification-preferences-for-customers#set-mailing-preferences-for-invoices-and-statements) ## Change notification preferences for existing customers When you view a customer or location record, a bell icon next to the phone number or email address in the *Details* menu indicates the customer’s notification preferences. ![Customer details for Brian Tran, including contact information and billing summary.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-notification-preferences-for-customers-image-xq3xl3si.png) A red bell icon means notifications are disabled, while a green icon means that notifications are enabled. > **Note:** If phone notifications are disabled, the phone icon and phone numbers won't show up on the [Job Details flyout](/v1/docs/use-the-job-details-flyout-on-the-dispatch-board) on the Dispatch Board. You can change the customer's notification settings using these icons: 1. Go to the Customer or Location Record and click the **Bell**icon. 2. Select which phone numbers and email addresses the customer would like to receive notifications to. ![Notification settings with options for mobile phone and email preferences selected.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-notification-preferences-for-customers-image-e3lj6bt8.png) 3. When finished, click **Save**. You can also [edit the Customer or Location Record](/v1/docs/customer-and-location-records-overview#edit-or-take-action-from-a-customer-or-location-record) to change notification preferences. ## Set mailing preferences for invoices and statements You can set mailing preferences for invoices and statements in the Customer Record. You can later use this preference in AR Management to select customers based on their mailing preference. This ensures they receive their invoices and statements in time to make a payment. To set a mailing preference for your customer: 1. In the Customer Record, click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png)****. 2. Scroll to the *Payment Details* section and go to the *Invoice & Statement Delivery*sub-section: 1. If your customer prefers both options, select both **Mail**and **Email**and then click **Save**. ![Settings for invoice delivery options including mail and email selections.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-notification-preferences-for-customers-image-x7qahkzz.png) 2. If your customer prefers to receive hard copies of invoices and statements, select **Mail > Save**. 3. If your customer prefers to receive paperless invoices and statements, select **Email > Save**. Then: 1. Click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png)****next to *Contact Methods*. 2. In the **Email** field, confirm that the email address is correct, or enter a new email address. > [!TIP] > **Tip:** Use the optional **Memo**field to enter a reminder for the email address. For example, if you’re adding the manager’s email address, enter Manager email address. 3. Under the *Email* field, click the **Notifications** dropdown and select **Invoice/statement notification**. ![Editing contact methods with email and phone notifications selected for updates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-notification-preferences-for-customers-image-fh9fqo27.png) 3. When finished, click **Save**. ## ## FAQ --- ### #### What if the customer is a Do Not Mail customer? *Do Not Mail* customers have opted out of notification emails. Job notifications are grayed out and disabled. Notifications are disabled for the customer's phone numbers and email addresses, and you cannot turn notifications on. Notifications are also disabled for all of the customer's service locations. #### What happens if mobile numbers are entered as landlines? Will customers receive their texts? We recommend that you save mobile numbers correctly in ServiceTitan. Cell phone numbers should be saved as mobile (Mobile) numbers, not as landline (Phone) numbers. If some of your customers' mobile numbers are saved as landlines, don't worry -- they can still receive dispatch and reminder notifications. Text messages are sent to all contact numbers that are enabled for job notifications on customer profiles and location records. > [!NOTE] > **Note:** If you don't want messages to be sent to all of a customer's phone numbers, edit their delivery preferences. What you can do to make sure customer phone numbers are stored correctly: 1. Make sure CSRs confirm the customer's delivery preferences every time they book a job. 2. Make sure CSRs confirm the customer's mobile and landline numbers, to make sure that numbers are stored correctly in ServiceTitan. ## Want to learn more? - See [Send customer statements](/v1/docs/send-customer-statements)