Overview
Scheduling Pro is the online booking layer of ServiceTitan. It captures demand from your website and Google search. The scheduler applies your capacity rules and sends booked appointments straight to your Dispatch board. You build, revise, and embed a scheduler that fits your business.
Note: Setup uses a desktop computer for the best experience. For more, see the Things to know section.
Who uses this feature
Office employees
Applies to all business types
Applies to all trades
Feature configuration
The following items in your ServiceTitan account must be configured before you build your scheduler. For more, see Step 1: Confirm your Core ServiceTitan prerequisites.
Zones
Job Type Mapping
Business Hours
Campaigns
Scheduling Pro tag
Phone number for your scheduler
Things to know
Scheduling connects directly to your ServiceTitan account, so changes to Zones and Business Hours flow into your scheduler in real time.
Adaptive Capacity is the most flexible capacity option in Scheduling Pro.
Use a desktop computer for the initial scheduler build. Mobile is supported for end-customer booking but not for setup.
Best practices
Use the Standard workflow for the highest conversion. It balances a simple customer experience with the data you need on the back end.
Place specific marketing campaign rules above general ones. Scheduling applies the first matching rule, so order matters.
Set your date range to 2–3 months out. This balances customer convenience with the accuracy of your long-term capacity.
Always run a test booking with Test and Preview before launching the scheduler on your live website.
Use cases
An HVAC business publishes a 24/7 online scheduler on its homepage so homeowners can book a no-cool repair after business hours without waiting on a call back.
A residential plumbing team uses Adjustable Capacity Planning to ensure online appointments only book during real technician availability, eliminating overbooking on the Dispatch board.
Topics covered
Step 1: Confirm your Core ServiceTitan prerequisites
Step 2: Create your scheduler and set up quick settings
Step 3: Configure advanced settings
Step 4: Embed your scheduler on your website
Step 5: Test, preview, and revise
Step 1: Confirm your Core ServiceTitan prerequisites
Before you build a scheduler, confirm the supporting records in your ServiceTitan account. Scheduling reads these records directly, so accuracy here drives accurate booking downstream.
Set up Zones
Zones define the zip and postal codes where customers can book online. A customer's zip code is matched to a zone to determine availability.
Go to the top toolbar and click Settings.
In the side panel, go to Operations > Zones.
Add or edit zones as needed. Include every ZIP code you service.
For more, see Set up and use zones.
Set up Job Type Mapping
Job Type Mapping connects customer service selections to ServiceTitan job types. Mapping drives job duration, business unit assignment, and the forms a technician sees in the field.
Go to the top toolbar and click Settings.
In the side panel, go to Integrations > Job Type Mapping.
Map each standard job type to one ServiceTitan job type.
Note: Scheduling requires a single job type per mapping. If you have multiple custom job types that map to the same standard, the scheduler asks you to designate the primary one.
Confirm Business Hours
Business Hours are the foundation of every capacity option in Scheduling Pro. Time slots, buffers, and blocked dates all reference your configured business hours.
Go to the top toolbar and click Settings.
In the side panel, go to Operations > Business Hours.
Confirm your daily open and close times match the times you accept online bookings.
Set up Campaigns
Campaigns power marketing attribution for jobs booked through Scheduling Pro. Without active campaigns, you cannot track which ads, referrals, or web sources drove the booking. If there is no campaign to attribute to, Scheduling will automatically mark as Direct Web traffic by default. To set up a campaign:
Go to the navigation bar and click Marketing.
Select Campaign Manager > Create Campaign.
Create or confirm you have an active campaign.
Create a Scheduling Pro tag
The Scheduling Pro tag identifies online-booked jobs throughout ServiceTitan. The tag also drives the alerts that notify your team when an online booking arrives.
Go to the top toolbar and click Settings.
In the side panel, go to Operations > Tag Types.
Create a new tag named Scheduling Pro.
Confirm your phone number
The phone number on your scheduler is the fallback for customers who need to call you. Confirm the number is current and routed to your call team.
After your prerequisites are confirmed, you are ready to build the scheduler.
Step 2: Create your scheduler and set up quick settings
Quick settings are the foundation of your scheduler. Here, you name the scheduler, choose how customers move through it, and select the services you offer.
Open Scheduling Pro and create a scheduler
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.
In WorkConnect, click Create Scheduler > + Create New.
Review scheduler details
In Scheduler Details, you configure how the scheduler looks and behaves for customers.
From the Scheduler Details card, click the Edit icon.
Click the Brand dropdown and select a brand, or click + Add Company to create one.
Note: The brand name appears in the scheduler header. If multiple companies share an account, the brand helps customers identify the right business.
In the Scheduler Name field, enter a name that explains the scheduler's purpose. For example: Main Website Scheduler or Maintenance Outreach Scheduler.
Click the Scheduler Mode dropdown and select one of the following:
Online Booking: Add it to your website so customers schedule appointments directly online.
Call Center: Provide your CSRs with a version of your scheduler optimized for internal booking. It does not save session progress and allows more questions for added flexibility.
In the Website field, specify which websites can host the scheduler. Enter at least one website. Enter both the http://example.com and www.example.com versions to ensure the script loads on every page.
Click the Workflow dropdown and select the booking flow:
Standard: Optimized for high conversion. The customer selects trade and issue, date and time, then provides contact info.
Express: The fastest booking experience. Collects only essential details.
Contact Info First: Captures customer info before showing availability. Ideal for returning customers.
Delayed Location: Shows services first and collects ZIP code later. Reduces drop-off when customers want to see offerings before sharing their address.
Classic: Captures info midway between Standard and Contact Info First.
Note: Classic workflow does not support the in-brand router. For more, see Route with Scheduling Pro.
Click the Color dropdown and select a color theme. More than twenty themes are available.
Set up zones for the scheduler
Use the Zones card to control which of your ServiceTitan zones are eligible for online booking. Any zip code in an included zone is bookable through this scheduler.
Select your services offered
Services offered tell the scheduler what work customers can book. You can choose between two modes.
Use Standard Job Type Mode
Standard Job Type Mode uses your ServiceTitan Job Type Mapping as-is. This is the fastest way to launch a scheduler.
From the Services Offered screen, click Standard Job Type Mode.
From each trade section, select the services you want to offer.
Tip: Click Select All or Deselect All to update all listed job types at once.
(Optional) From each trade section, select a Default Job Path to auto-select responses for customers and reduce clicks.
Use Custom Question Mode
Custom Question Mode lets you build up to four levels of branching questions. Each answer maps to an outcome or a follow-up question.
From the Services Offered screen, click Custom Question Mode.
Add questions and map each answer to a job type or to a follow-up question.
Reorder questions as needed. Scheduling labels sub questions automatically (2a, 2b, 2c) to help you manage branching logic.
Customize messaging
Customize the title and dead end notification. Customers see these when no appointments are available for their selected trade.
From the Services Offered screen, click Customize Messaging.
In the Title field, enter the message that displays when a customer selects a trade.
In the Dead End Message Title field, enter the headline shown when no scheduling options are available.
In the Dead End Message Content field, explain why scheduling is unavailable and what to do next.
(Optional) Click the Link icon to embed links from the dead end message to external pages.
Configure advanced rules in Services Offered
Use Advanced Settings in Services Offered to set business unit, tag, technician, and jobs and bookings rules. These rules determine how online appointments are routed through ServiceTitan once booked.
From the Services Offered screen, click Advanced Settings.
Click the Default Business Unit dropdown and select a default business unit for jobs when no other rule applies.
In the Add Business Unit Rules section, set conditional rules that assign business units to appointments based on certain conditions.
This is useful if a job type has more than one business unit.
Add the condition(s) that will trigger the rule in the Field section.
Then pick the Business Unit that will be assigned if that rule matches.
Note: Set rule priority by dragging and dropping the rules in the rules list. Put the most specific rules at the top.
Click the Default Tag dropdown and select the Scheduling Pro tag you created in Step 1.
In the Add Tag Rules section, set conditional tag rules. Drag and drop rules to set priority.
In the Add Technician Rules section, set conditional rules that auto-assign technicians.
In the Jobs and Bookings section, choose whether appointments land on the Dispatch board as jobs or in Calls > Bookings as bookings.
When finished, click Done.
Step 3: Configure advanced settings
Advanced settings expand your scheduler with marketing attribution, capacity, customer information collection, dispatch fees, and confirmation messaging. Complete Step 2 before starting this step.
To access advanced settings, from your scheduler, click Advanced Settings.
Set up marketing attribution
Decide how marketing campaigns are assigned to jobs booked through Scheduling Pro. The scheduler automatically captures UTM values, referrer URLs, and Google Click IDs.
From the Marketing card, click the Edit icon.
Set the Marketing Pro to assign campaigns to jobs toggle to on. This assigns campaigns using attribution data. The scheduler falls back to Direct Web Traffic when no match is found.
Note: When the Marketing Pro Ads integration is enabled, Marketing Campaign Rules are not available. The integration assigns campaigns based on the source of the website visit.
(Optional) Set the Customers opt-in to marketing communications toggle to on. This adds a checkbox at the booking confirmation step. Customers who opt in are automatically added to your Marketing Pro campaigns.
Click the Default Marketing Campaign dropdown and select your fallback campaign. Direct Web Traffic is the recommended default.
(Optional) In the Marketing Campaign Rules section, click + to add conditional rules. Place specific rules at the top so they apply first.
When finished, click Done.
Create a welcome message
Customize the banner at the top of your scheduler with a title and message.
From the Welcome Message card, click the Edit icon.
Enter a title in the Title field.
Enter a message in the Message field.
Click Save.
Set up capacity
Capacity controls when customers can book. Scheduling offers four options, each with different tradeoffs between flexibility and effort. For ServiceTitan Max users, we will focus on Adaptive Capacity. This integrates with your ServiceTitan Adaptive Capacity settings. Adaptive Capacity works across all job types and business units while also supporting Arrival Windows and Business Hours modes.
Note: Adjustable Capacity Planning (ACP), Business Hours, and Custom Capacity will be shown by default.
Configure capacity
From the Capacity card, click the Edit icon.
In the Capacity Selection tab, select one of the four capacity options.
Click Customize Messaging and enter the title that customers see above their appointment options.
Click Advanced Settings.
(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, and 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.
Select Always set user to scheduler time zone if you want all customers to see slots in your scheduler's time zone.
(Optional) Add buffers, blocked dates, and other capacity refinements as needed.
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 the buffer name, service area, job type, length, and start and end times.
Click Save.
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.
Set up an emergency phone number
Include an emergency contact option at the bottom of your scheduler. Customers with urgent needs can reach you directly.
From the Emergency Phone number card, click the Edit icon.
Set the Emergency button toggle to on.
In the Emergency Button Title field, enter a title (24 character limit).
In the Emergency Phone Number field, enter the number to call.
Click Save.
Collect customer info
Decide how customer information is collected during the booking process.
From the Customer Info card, click the Edit icon.
In the Customer Contact Title field, customize the section header where customers enter their name and contact information.
In the Location Title field, customize the section header for the address section.
Set the Contact Opt-in toggle to on.
In the Customer Contact Opt-in Message field, enter the message displayed next to the opt-in checkbox.
Note: A non-editable contact disclaimer is added automatically. It informs customers about SMS notifications and lets them opt out by leaving the checkbox unselected. This disclaimer does not replace your contact opt-in message.
Click Advanced Settings.
In the Customer Information section, choose any of the following:
Require customers to provide an email address to book with you
Send customer names to your system in the "Lastname, Firstname" format
Send location names to your system in the "Lastname, Firstname" format
Location Preference: Book with the existing customer when a new customer tries to book at an existing location, and flag the appointment for review.
Click Done.
Set up memberships
Display your membership tiers in the scheduler so customers can express interest at booking. This streamlines onboarding new members and surfaces upsell opportunities at the moment of intent.
From the Membership card, click the Edit icon.
Set the Show Membership section in scheduler toggle to on.
Choose whether to show the membership section pre-booking or post-booking.
In the Membership Title and Membership Details fields, enter your tier names and benefits.
(Optional) Click Add Membership to add more tiers. Drag to reorder.
(Optional) On the Membership Booking Flow tab, set the Member-specific booking flow toggle to on for member-only time slots and dispatch fees.
(Optional) On the Recurring Services tab, set the Recurring Services toggle to on to let the scheduler identify existing recurring services.
Click Done.
Set up dispatch fees and terms
Configure dispatch fee information and terms of service shown to customers during booking.
From the Customer Info card, click the Edit icon to open dispatch fee settings.
(Optional) Set the Display dispatch fee toggle to on.
In the Title and message section, enter your Dispatch Fee Title and Dispatch Fee Message.
In the Dispatch Fee Amount section, choose one:
Default Dispatch Fee: A static amount, range, or variable.
Smart Dispatch Fee: An AI-calculated fee based on a minimum and maximum range. Click Calculate Fee Using AI to set the range.
In the Terms of Service section, enter the terms shown when a customer clicks the Terms of Service link.
(Optional) Click Advanced Settings to add conditional dispatch fee and terms rules.
Click Done.
Create a confirmation message
Customize what customers see when they complete the booking process.
From the Confirmation card, click the Edit icon.
Enter the message title in the Message Title field.
Enter next steps for the customer in the Message Body field.
Set the Book Another Appointment toggle to on.
In the Book Another Appointment Title and Book Another Appointment Button fields, enter your text.
Click Save.
Tip: Enable Book Another Appointment. It refreshes the scheduler instantly so customers can book again without restarting.
Set up alerts for online bookings
Scheduling does not manage alerts directly. Set up alerts in ServiceTitan using the Scheduling Pro tag from Step 1.
Go to the top toolbar and click Settings.
In the side panel, click Integrations > Alerts.
Click Add to create a new alert.
From the Type dropdown, select Booked Job or Booking Request Received.
Select the Scheduling Pro tag from the Tags dropdown.
Enter the remaining details and click Save.
For more, see Use alerts.
Step 4: Embed your scheduler on your website
After you complete capacity and advanced settings, retrieve the install script and add it to your website.
From your scheduler, navigate to the install section.
Select the appropriate web host or copy the install script.
Follow the installation instructions for your platform. Scheduling supports WordPress, Wix, GoDaddy, Duda, and custom HTML.
Caution: ServiceTitan Technical Support does not install scheduler code on your website. Work with your web developer or web host for installation.
Step 5: Test, preview, and revise
Before you launch the scheduler on your live website, run a test booking to confirm the customer experience and ServiceTitan integration.
From your scheduler, click Test and Preview.
Book a test job through the scheduler exactly as a customer would.
Confirm the job appears in ServiceTitan with the correct business unit, tag, and job type.
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.
To revise the scheduler after launch, go to Settings > Integrations > Marketing Integrations > Scheduling Pro. Click More > Edit on the scheduler and update any section. Changes take effect immediately.