iOverview
Capacity is what every appointment in ServiceTitan Max depends on. When a customer books online through Scheduling Pro, when a CSR books a call through Contact Center, and when Dispatch assigns the right technician to the job, all three are reading from the same availability picture. This guide walks you through the work that makes that picture accurate: completing a scoping conversation with your Customer Success Manager (CSM), configuring your capacity constraints in ServiceTitan, and connecting that capacity to the online scheduler so what customers see online matches what your team can actually deliver.
Every ServiceTitan Max account is provisioned with Adaptive Capacity — the most flexible capacity option in Scheduling. Adaptive Capacity gives you one real-time view of availability across the platform: the same calculation powers your online scheduler, your CSRs' Call Booking screen, your dispatcher's Capacity Reporting view, and Dispatch Pro's automated assignment. Setting it up correctly is the foundation for every connected workflow that follows.
Who uses this feature
Dispatchers, office managers, and administrators
Applies to all business types
Applies to all trades
Feature configuration
Account configuration is required for Adaptive Capacity. Your CSM provisions Adaptive Capacity for your tenant as part of ServiceTitan Max activation.
The following permissions are required to use and configure Adaptive Capacity. Contact your account administrator to enable them:
Access Adaptive Capacity Settings
Edit Adaptive Capacity Settings
Access Adaptive Capacity Rules
Edit Adaptive Capacity Rules
Access Get Adaptive Availability Filters
Apply Manual Adjustments
The following items must be configured in ServiceTitan before you finalize your capacity setup:
Technician profiles (active profiles required)
Business Hours
Arrival Windows
Technician Shifts
Zones
Business Units
A Scheduling Pro scheduler must be built before you connect capacity to it. For more, see Set up your online scheduler in ServiceTitan Max.
Things to know
Adaptive Capacity replaces Adjustable Capacity Planning (ACP) for ServiceTitan Max customers. Adaptive Capacity is the recommended capacity model for every ServiceTitan Max account because it works across all job types and business units, supports both Arrival Windows and Business Hours modes, and feeds availability into every workflow in real time.
Scheduling offers four capacity options: Adaptive Capacity, Adjustable Capacity Planning (ACP), Business Hours, and Custom Capacity. By default, Scheduling offers several options for capacity however Adaptive Capacity will be used as our standard within the Max Program.
Capacity flows in one direction. ServiceTitan Settings — Business Hours, Zones, technician profiles, shifts, and arrival windows — feed Adaptive Capacity. Adaptive Capacity feeds the online scheduler, the Call Booking screen used by CSRs in Contact Center, and the Dispatch Board used by Dispatch. Changes to the underlying ServiceTitan Settings flow through automatically.
The natural capacity calculation Adaptive Capacity uses is: Natural Capacity Provided (from business hours or technician shifts) minus Capacity Consumed (from scheduled jobs and non-job events with timesheets) equals Natural Open Capacity (the bookable hours remaining).
If your account is configured to Set technician zone using GPS, ask your account administrator or Technical Support to disable this feature before using Adaptive Capacity. GPS-based zone assignments change frequently, which makes zone-based capacity hard to track.
Best practices
Set up technician profiles, shifts (or business hours), and arrival windows in ServiceTitan first. Adaptive Capacity reads these directly — if they're wrong, every downstream system shows the wrong availability.
Select Adaptive Capacity in the scheduler's Capacity Selection step. ServiceTitan Max gives every account this option, and it is the only capacity model that connects cleanly to Dispatch Pro's automated assignment and Contact Center Pro's Call Booking view.
Use Arrival Windows mode in Adaptive Capacity if your operation already runs on arrival windows. Use Business Hours mode if you don't. Don't mix.
Set your scheduler date range to 2–3 months out. This balances customer convenience with the accuracy of long-term capacity forecasting.
Run a test booking with Test and Preview after every capacity change. Confirm the slots offered online match what your dispatcher sees in Adaptive Capacity Reporting.
Review capacity weekly during your first 90 days. Adaptive Capacity calculations are sensitive to changes in shifts, time-off, and non-job events — your dispatcher should be the owner of this review.
Use cases
An HVAC business activates Adaptive Capacity on Monday. By Friday, a customer books a maintenance appointment through the online scheduler, a CSR books a no-cool repair through the Call Booking screen using Get Adaptive Availability, and Dispatch assigns both jobs to the right technician — all reading from the same availability calculation.
A plumbing dispatcher adds a buffer to the Maintenance trade for a planned training day. The Dispatch Board reflects the change, and the online scheduler stops offering Maintenance slots for that day without anyone touching Scheduling.
A multi-location electrical company configures Adaptive Capacity to honor business unit groups instead of individual business units. When a customer in the Dallas zone books online, only Dallas business unit technicians appear as eligible — and the same logic applies when a CSR books a call from Contact Center.
Step 1: Confirm your ServiceTitan Settings before configuring Adaptive Capacity
Adaptive Capacity reads directly from existing ServiceTitan Settings. If those settings are wrong, every downstream system — online scheduler, Call Booking in Contact Center, Dispatch Board in Dispatch — shows the wrong availability.
Confirm technician profiles
Active technician profiles are required for Adaptive Capacity to calculate and show capacity.
Go to the top toolbar and click Settings.
In the side panel, go to People > Technicians.
Confirm each active technician has a profile with the correct business unit, zones, and skills.
Confirm Business Hours
If your account does not use Technician Shifts, Adaptive Capacity uses Business Hours as the basis for Natural Capacity Provided.
Go to the top toolbar and click Settings.
In the side panel, go to Operations > Business Hours.
Confirm your daily open and close times reflect the hours you accept bookings.
Confirm Technician Shifts
If your account is configured for Technician Shifts, Adaptive Capacity uses shifts — Regular, On-Call, Overnight, and Time Off — instead of Business Hours.
Note: Without created shifts, Capacity Reporting shows as negative, because jobs and non-job events deduct capacity regardless of whether a technician has a shift.
Maintain shifts in advance for all active technicians.
Confirm Arrival Windows (if applicable)
If your account is configured for Arrival Windows, Adaptive Capacity uses arrival windows for the Natural Capacity Provided portion of the calculation.
Confirm arrival windows are properly set up before activating Adaptive Capacity.
Confirm Zones and Business Units
Confirm zones are set up so the scheduler and Adaptive Capacity know where you accept jobs.
Confirm business units reflect how you actually dispatch work.
Step 2: Configure Adaptive Capacity Calculation Defaults
Calculation Defaults tell Adaptive Capacity which types of hours and which filters to consider when calculating availability. These choices should align with what you discussed during the scoping conversation.
Note: The Edit Adaptive Capacity Settings permission is required for this step.
Go to the top toolbar and click Settings.
In the side panel, navigate to Adaptive Capacity > Settings.
Use the following toggles in Calculation Default Settings, based on your dispatch practice:
Toggle | Turn on if... |
|---|---|
Default to include Non-Managed Technicians' Capacity in Availability Calculation | You want non-managed technicians' time to count as bookable. |
Default to include On Call Technician Shifts in Availability Calculation | On-call shifts should be bookable in addition to Regular shifts. |
Default to include Zones in Availability Calculation | You dispatch technicians only to the zones they're assigned to. |
Default to include Business Units in Availability Calculation | Technicians work only within their assigned business unit. |
Default to honor Business Unit Groups over Business Units | You manage capacity at the business unit group level instead of individual business units. |
Note: Calculation Default Settings also apply to Capacity Reporting. Zone and Business Unit filters in the report only work if you have these attributes included here.
Tip: If a technician isn't assigned to a zone, Adaptive Capacity assumes they're available for all zones. The same applies to business units. Use these defaults to enforce your dispatch model — don't rely on the absence of a setting to do that work.
Step 3: Connect Adaptive Capacity to your Scheduler
After Adaptive Capacity is configured, point your Scheduling scheduler at it. This is the step that makes online bookings respect the same availability picture as your CSRs and dispatchers.
Go to the top toolbar and click Settings.
In the side panel, click Integrations > Marketing Integrations.
On the Marketing Integrations screen, click Edit next to the Scheduling Pro integration.
Within WorkConnect, click the More
> Edit on your scheduler.From the Capacity card, click the Edit icon.
In the Capacity Selection tab, select Adaptive Capacity.
Click Customize Messaging and enter the title that customers see above their appointment options.
Click Advanced Settings.
Configure capacity behavior in the scheduler
(Optional) Set the First Available toggle to on to show the next four available appointments when customers select a date.
Note: First Available does not ignore your capacity settings. It gives customers a faster way to see what's available.
Click the Date Range dropdown and select a range. The default is 3 months. Most contractors prefer 2–3 months.
Click the Time Zone dropdown and select the time zone for displayed slots. All US, Canadian, and Australian time zones are available.
Select Dynamically show customer time zone based on their location if your scheduler covers multiple time zones and you want customers to see slots in their local time zone.
Add buffers
Buffers prevent last-minute bookings by limiting how soon a customer can book. For example, a 1-day buffer stops a customer at 7:50 AM from booking the 8:00 AM slot.
From the Buffer section, click +.
In the Add Buffer pop-up, fill in:
Buffer name (e.g., 1 Day Universal Buffer or Two Week HVAC Maintenance Buffer)
Service Area — the zones the buffer applies to
Job Type — the job types or trade the buffer applies to
Buffered By — Days or Hours
Start Date and Time
(Optional) End Date and Time — leave blank to run the buffer until you change it
Click Save.
Tip: Use trade-specific or job-type-specific buffers to prioritize service jobs over maintenance during peak season. Adaptive Capacity respects the buffer everywhere — online scheduler, Call Booking, and the Dispatch Board.
Add blocked dates
Blocked dates remove specific date ranges from availability. Use blocked dates for holidays, company training, or other planned closures.
From the Blocked Dates section, click +.
In the Add Blocked Date pop-up, fill in the blocked date name, service area, job type, and start and end times.
(Optional) In the Repeats field, set the blocked date to repeat daily, weekly, monthly, or annually.
Click Save.
When finished, click Done.
Step 4: Test capacity end to end
After capacity is connected to the scheduler, run a test booking to confirm Adaptive Capacity is feeding every system correctly.
From your scheduler, click Test and Preview.
Book a test job through the scheduler as a customer would.
Confirm:
The slots offered match the slots your dispatcher sees in Adaptive Capacity Reporting for the same time window.
Any active buffers and blocked dates are reflected on the scheduler.
The test job lands on the Dispatch Board (or in Calls > Bookings, depending on your Services Offered setting) with the correct business unit, tag, and job type.
From the Call Booking screen, click Get Adaptive Availability and confirm the same slots appear there.
Have your dispatcher confirm the new job appears in their Capacity Reporting view and consumes the expected hours.
Tip: Once you've confirmed end-to-end consistency — online scheduler, Call Booking, Capacity Reporting, and Dispatch Board all reading the same availability — your ServiceTitan Max capacity foundation is live. Dispatch can auto-assign technicians against this same calculation, and Marketing will attribute the resulting jobs back to their original demand source.
Note: If Test and Preview is not available, complete any incomplete configuration sections first. The scheduler flags missing required information at the top of each setup screen.
How capacity connects across ServiceTitan
Once Adaptive Capacity is live, the same availability calculation powers every part of the ServiceTitan workflow:
Scheduling — online customers see only the slots Adaptive Capacity considers bookable.
Reserve with Google — bookings from Google Search, Maps, and Local Services Ads use the same scheduler and therefore the same capacity. For more, see Set up Google Booking in ServiceTitan Max.
Contact Center — CSRs see the same availability in the Call Booking screen via Get Adaptive Availability, so a customer who calls instead of booking online gets the same answer.
Dispatch — assignment automation works against the same eligible-technician calculation, so the technician auto-assigned to a booked job is one Adaptive Capacity confirmed was available.
Marketing — campaigns continue to attribute jobs whether they came in online or through a CSR, because the capacity layer doesn't change the attribution path.
Field and Atlas — once a technician is dispatched, the in-field workflow proceeds independently of capacity, but the time the job consumed is fed back to Adaptive Capacity for the next booking decision.
This is why getting capacity right is the foundation: every other workflow reads from it.