--- title: "Set up custom reminder notifications" slug: "set-up-custom-reminder-notifications" status: "update" updated: 2026-09-16T18:25:47Z published: 2026-09-16T18:25:47Z canonical: "help.servicetitan.com/set-up-custom-reminder-notifications" --- > ## 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 up custom reminder notifications ## Overview Custom Reminder Notifications allow you to create multiple reminder templates instead of relying on a single account-wide reminder. Each template targets specific business units and job types, with its own text and email messages and its own send schedule. This gives multi-location and multi-trade businesses precise control over when reminders go out and what they say. You can send one reminder cadence for residential service jobs and a different one for commercial work, all from the same account. --- ### #### Who uses this feature - Office employees - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Early Access and available for specific accounts. It is subject to change. - Account configuration is required to use this feature. Contact your Customer Success Manager for details. - The *Access Settings* and *Customer Notifications* permissions are required to use this feature. Please contact the account administrator on your team. ## Things to know - Custom reminder notifications replace the legacy reminders experience only after you turn it on. Until then, your existing reminders keep working exactly as before. - Only one reminder is sent per appointment for each scheduled send. When more than one template could apply, the first matching template in the list is used. - Templates can target the same business unit and job type as another template. When they overlap, a warning appears but you can still save the template. - Each appointment can still receive reminders from more than one template only across different scheduled sends. An appointment can’t receive reminders from two templates for the same send. - If a template that was matching an appointment is later disabled or deleted, the next matching template is used automatically. ## Best practices - List your most specific templates first. Because the first matching template wins, a narrowly targeted template (for example, a single business unit and job type) should sit above a broad catch-all. - Keep the Default Reminder template as your safety net. It catches any appointment that no other template targets. - Review the overlap warning before you save. It tells you which existing template shares the same business unit and job type so you can confirm the order is correct. - Use the working hours option for messages that should not reach customers late at night or early in the morning. - Preview each template before you rely on it, so you can confirm the message and merge fields read correctly. ## Use cases - A business with both a residential plumbing business unit and a commercial HVAC business unit sends a friendly next-day text for residential jobs and a formal one-week-ahead email for commercial jobs. - A shop that runs high-touch maintenance memberships sends an extra reminder for maintenance job types while keeping a single reminder for one-off installs. - A multi-location franchise spanning time zones schedules a reminder for *1 week before at 9:00 AM* and has each send resolve to 9:00 AM local to the appointment business unit. ## Turn on custom reminder notifications Turn on the feature from the Dispatch settings before the new Reminders screen becomes available. 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png). 2. In the side panel, go to **Dispatch > New & Upcoming Features**. 3. Find the *Custom Reminder Notifications* section and turn on the **Turn on custom reminder notifications** toggle.![Overview of new features in the redesigned Dispatch Board interface with highlighted options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-amwcooa3.png) > [!NOTE] > **Note:** If you don't see this option, the feature isn't enabled for your account yet. ## Open the Reminders screen 1. Go to the top toolbar and click **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png). 2. In the side panel, go to **Communications > Customer Notifications**. ![Customer notifications settings with options for reminders, dispatch, and arrival notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/screenshot-click-customer-notifications-reminder-notifications.png) 3. On the *Customer Notifications* screen, click **Reminder Notifications**. ![Overview of notification templates for reminders, including customization options and settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/screenshot-click-customer-notifications-settings.png) 4. (Optional) If your business operates in multiple time zones, enable **Send reminders in the job/location time zone**. > [!NOTE] > **Note:** A welcome message confirms that your existing settings are preserved until you customize them. Click **Don't show again** to dismiss it. On the *Reminders* screen, each template is shown as a card in priority order. Each card shows the template name, an enabled toggle, the text and email send timing, and action buttons to edit, clone, delete, and expand.![Settings for default reminders, including SMS and email message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-wf447uff.png) ## Create a reminder template 1. On the *Reminders* screen, click **Create Template**.![Overview of reminders settings with options to create notification templates and customize alerts.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-zzfsbyez.png) 2. In the *Template Name* field, enter a name that identifies the template's purpose. 3. In the *Business Unit* field, select the business units this template applies to. To apply it to every business unit, select **Any Business Unit**. 4. In the *Job Type* field, select the job types this template applies to. To apply it to every job type, select **Any Job Type**.![Form for creating a new template with fields for name, business unit, and job type.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-cbb6mc4k.png) > [!NOTE] > **Note:** If this business unit and job type combination matches another template, a warning tells you which template it overlaps. You can still save this new template. 5. Enable **SMS / Text Message**, **Email**, or both. At least one channel must be turned on before you can create the template. 6. In the *Scheduling* section, select how to set the send time: - Select **Relative Time** to send a set amount of time before the appointment, such as 2 hours before. Enter a number and select **Hours**, **Days**, or **Weeks**.![Notification configuration settings for email reminders about appointments and scheduling options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-x35s1yut.png) - Select **Specific Time** to send at a set time on a chosen day, such as 1 week before at a specific time. Select the day and enter the time.![Notification configuration settings for email scheduling with specific time options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-711q3a8t.png) 7. Click **Add** to save the entry. Repeat to add more send times for the channel. 8. (Optional) Select **Only send between working hours** to hold sends that fall outside working hours until the next working window. 9. Set up the details and body of the reminders. - **SMS / Text Message**: Enter your message in the text field. To add automatically generated content, click a merge field, such as **Business Unit Official Name** or **Arrival Window Start Time**. - **Email:** Enter a *Sender Name*, *From*, and *Subject* in the respective fields. Then, enter your message in the body field. Click merge fields to add content such as **Job Date** or **Business Unit Phone Number** to any of the fields.![Appointment details including job date, time, and contact information for the technician.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-mg8pggqa.png) 10. When finished, click **Create**. ## Manage reminder templates Manage existing templates from the *Reminders* screen using the buttons on each template card. ### Edit a template 1. On the template card, click **Edit**.![Settings for default reminders including SMS and email message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-v1umuqpk.png) 2. Update the targeting, messages, or schedule. The template keeps its position in the list. 3. When finished, click **Save**. ### Clone a template 1. On the template card, click **Clone**.![Settings for default reminders including SMS and email message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-fmhk307a.png) 2. The Create Template form opens with the copied values. Update the name and details, then click **Create**. ### Turn a template on or off On the template card, turn the enabled toggle on or off. A disabled template is skipped, and the next matching template is used automatically.![User interface showing reminder settings for SMS and email notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-dtb8cvmj.png) ### Expand a template On the template card, click the **Expand** icon to view all targeting, scheduling, and message details in a read-only view.![Settings for default reminders, including SMS and email message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-62frbbef.png) ### Delete a template 1. On the template card, click the **Delete** icon.![Settings for default reminders including SMS and email message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-custom-reminder-notifications-image-19myto8v.png) 2. Confirm the deletion. Any appointment the template was matching uses the next matching template automatically. ## Want to learn more? - See [Enable reminder notifications for customers](/v1/docs/enable-reminder-notifications-for-customers) - See [Customize notification message templates](/v1/docs/customize-notification-message-templates) - See [Customer notifications](/v1/docs/customer-notifications)