Overview

Signable Documents lets you send documents that need a signature but do not contain an Estimate. Office employees upload a PDF as a reusable document template, or create a new one from scratch, then send it from a Job or project. Signatures are collected electronically via Docusign and the completed document is filed back on the job or project.

Use it for the paperwork that sits outside your contracts: certificates of completion, warranty forms, lien waivers, change order forms, and permit applications. Everything stays in ServiceTitan, so you stop tracking signatures across paper and separate signing tools.

Things to know

• Signable Documents and Contracts are separate. Use a Contract when the document is built from an estimate and includes pricing. Use a Signable Document for anything else that needs a signature.

• You can send a Signable Document from a job or from a project. You do not need to dispatch a technician to the job first.

• You can only send templates that were built with the Signable Document template type. Other template types, such as Invoice or Estimate, and ServiceTitan Forms can’t be sent for signature this way. A template’s type can’t be changed after it’s published, so build a new Signable Document template for each document you want to send.

• Each document supports three external signer roles, Signer 1 (external) and Signer 2 (external), plus one internal Countersigner. Countersigner (if required) must sign last after all external signers.

• Recipients can sign in person on your device, by email, or a mix of both on the same document.

• A recipient does not need a Customer Portal login to sign. The emailed signing link opens the document on its own.

• Signable Document links do not expire.

Best practices

• Decide which documents genuinely need a signature before you build templates. A report that only needs a technician's name is better handled as a Form.

• Build one template per document rather than one combined template. You can assemble several into a single send, and separate templates are easier to reuse.

• Assign templates to the business units that use them so employees only see the documents relevant to their work. A template with no Business Unit assigned is visible to every business unit.

• If a document has fields the homeowner must complete, put the person who fills them in first in the signing order. The document must be complete before anyone can sign.

• Keep state-specific versions as separate templates and name them clearly, so the right version is easy to find at send time.

• Set your default signature request email before you send anything, so recipients get consistent messaging from the start.

Use cases

• An office manager sends a certificate of completion to a homeowner from the job, and the signed copy shows on the job or project record so nobody needs to scan it.

• A project manager sends a permit application to a homeowner for signature while the crew is still on site.

• An office employee sends a warranty form and a lead paint disclosure together as one package, so the homeowner signs both in a single sitting.

• A production manager sends a change order form to two homeowners at the same address, then countersigns it once both have signed.

• A sales rep sends an insurance contingency form to a homeowner prior to doing the inspection.

Step 1: Turn on Signable Documents for the Customer Portal

Complete this step if you want recipients to sign by email.

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Communications > Customer Portal.

3. On the Customer Portal screen that opens, select the Feature Control tab.

4. Select the Enable Signed Documents checkbox.

5. When finished, click Save.

Note: Recipients don't need a Customer Portal username and password to sign. The link they receive by email opens the document on its own.

Step 2: Give employees permission to use Signable Documents

Grant the permission to the Office employees and Technicians who will create and send documents.

Grant the permission to a role

1. Go to the top toolbar and click Settings.

2. In the side panel, go to People > Role Permissions.

3. On the screen that opens, click Edit next to the roll you want to update.

4. Go to the Selling & Performing Work section, and select the Create, Send & Manage Signable Documents permission.

5. When finished, click Save Changes.

Grant the permission to an individual employee

1. Go to the top toolbar and click Settings.

2. In the side panel, go to People > Employees.

3. On the Employees screen that opens, click Edit next to the employee you want to update.

4. On the screen that opens, click the Permissions tab.

5. Go to the Selling & Performing Work section, and select the Create, Send & Manage Signable Documents permission.

6. When finished, click Save.
   Note: Employee and Technician permissions are granted separately. Granting one does not grant the other.

Step 3: Set the default email for signature requests

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Invoicing > Email.

3. On the screen that opens, go to the Signed Documents section.

4. Enter the sender address, BCC address, subject, and body you want to use for signature requests.

5. When finished, click Save.

Step 4: Create a Signable Document template

You can build a Signable Document template by uploading an existing PDF, or from scratch in Template Manager. Upload a PDF if the document needs fillable fields, because those are only available on templates built from an uploaded PDF.

1. Go to the top toolbar and click Settings.

2. In the side panel, click Operations > Document Templates.

3. Click Create Template > New Template or Import Template

4. For the Template name, enter a unique, brief, and descriptive name.

5. For the Template type, select Signable Document.

6. Upload your PDF, or continue without one to build the template from scratch.

7. Add merge fields to pull in job, project, and customer information automatically.

8. If you uploaded a PDF, add fillable fields where someone needs to enter information. You can use text, number, date, checkbox, and radio button fields, and mark each one required or optional.

9. Add an E-Sign component everywhere a signature or initials are needed, and assign each one to a signer role.

10. Assign the template to the business units that should be able to use it.

11. When finished, click Save and Publish.

    Note: Signable Document templates need at least one E-Sign component. If your document does not need a signature, use a Form instead.

Step 5: Create and send a Signable Document

The Create Signable Document window walks you through three stages: selecting your templates, filling in the document, and adding recipients. You can click Save as Draft at any stage and come back to it.

Stage 1: Select your document templates

1. Open the job or project you want to send the document from.

2. Go to the Signable Documents section, and click Create Document.
   

3. For the Document Name, enter a name that identifies this package. This field is required.
   

4. (Optional) For the Summary, enter a short description of what the package contains.

5. In the Select Document Template(s) section, select the checkbox next to each template you want to include. Use Search to narrow a long list.

   Tip: To preview a template before you add it, click Preview.

   Note: Templates that include a signature field show an e sign label. Templates without one can still be included in the package, but nobody will be asked to sign them. At least one template with an esign field is required to send the document.

6. To change the order templates appear in, drag them into the order you want.

7. Click Next.

Stage 2: Review and fill the document

1. Review the document as your recipients will see it.
   

2. Complete the fields that need to be filled in by you, the employee Fields are highlighted by signer, so you can tell which ones are yours and which belong to each recipient.

   Note: You can't fill in the fields assigned to your recipients. Those stay blank until each recipient completes them when they sign.

3. Click Next.

Stage 3: Add recipients and send

1. Under From, enter the Name and Sender Email the signature request comes from.
   

2. Under To, enter the Full Name and Signer Email for the person who needs to sign.

3. For Sign Method, select Sign In Person or Sign Via Email.
   

4. To send the document to more than one signer, click Add Signer and repeat steps 2 and 3.

5. Under Countersigner, enter the Full Name and Countersigner Email, then select a Sign Method.
   

6. For Bcc, add anyone who should receive a copy of the request email.

7. For the Subject, enter the subject line for the request email.

8. For the Summary, enter the message your recipients see in the email. Use the formatting toolbar to style it.
   

9. To include photos or files with the email, click Attach files.

   Note: Attachments are sent with the email. They are not added to the document itself. You can attach JPEG, JPG, and PNG files up to 10 MB.

   

10. When finished, click Next.

Step 6: Track signature status

1. Open the job or project.

   Note: When a document is ready for your countersignature, a banner appears on the job or project. Click the Review & Sign Documents to sign.

   

2. Go to the Signable Documents section.
   

3. Check the status of each document:

   • Draft: Created but not yet sent.

   • Sent: Waiting on a recipient. The substatus shows whether it is awaiting a customer signature or ready for countersignature.

   • Accepted: All required signatures are complete.

   • Dismissed: Cancelled, or declined by a recipient.

4. To see the full history of a document, open it and review the Audit Trail.

   Note: When every required signature is collected, the completed document is emailed to all signers, made available in the Customer Portal, and saved to the job or project.

If a document needs your countersignature, you're notified in two places once your recipients have signed. A banner appears on the job or project, and you receive an email. Click the banner or the link in the email to sign.

Want to learn more?

• See Create a new document template with Template Manager

• See Add E-Sign to your document templates

• See Manage document template components in Template Manager