Use SMS Opt-in with Scheduling Pro

Overview

The Automatic SMS Follow-Up feature helps businesses recover missed bookings by automatically reaching out to customers who don’t complete their scheduling sessions. This feature reduces manual follow-ups, saves staff time, and increases conversation to drive more revenue.

To activate the feature, set it up in 3 steps:

Step 1: Register your phone number for texting

Step 2: Save your number for outbound SMS

Step 3: Enable SMS follow-ups within Scheduling Pro

Who uses this feature

Administrators, CSRs, dispatchers, managers, office employees
Primarily benefits Residential Service and Replacement business types

Feature configuration

Account configuration is required to use this feature. Please contact Technical Support for details.
To get started with Scheduling Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

Use cases

Businesses that lose leads from abandoned online bookings can use automatic SMS follow-up in Scheduling Pro to recover those opportunities without requiring manual outreach from staff.

Step 1: Register your phone number for texting

As a first step, you need to register your phone number for texting within ServiceTitan to ensure it complies with the new TCR protocol.

To register:

Go to the top toolbar and click Settings .
In the side panel, go to Your Account > Register for Texting.
Enter your Employer Identification Number (EIN) and click Next.
In the Your Information box that opens, fill out your company information and click Next. Business Identifiers + Stock Details opens.
Enter your business details and click Save.
Review your business details and click Submit.
Note: After you submit your form, you cannot edit the fields.

The system displays the registration status. If rejected, it provides the rejection reasons and prompts you to fix the errors and submit again.
The submission process for TCR for A2P 10DLC messaging only takes a few minutes. You get confirmation of a successful submission right away, but the vetting process takes 7-10 business days.

Note: If you have issues with sending and receiving SMS / MMS messages, make sure to register your company's phone numbers with TCR.

Step 2: Save your number for outbound SMS

After you get a confirmation of a successful submission for TCR, you need to set your number as the outbound SMS in ServiceTitan settings.

Go to the top toolbar and click Settings .
In the side panel, go to Phones > Phone Numbers.
On the Phone Numbers page that opens, set the default Outbound SMS number.
Click Save.

Step 3: Enable SMS follow-ups within Scheduling Pro

After you’ve successfully registered your number for testing and set it as outbound SMS, now you need to enable the Follow Up SMS feature within Scheduling Pro.

Go to the top toolbar and click Settings .
In the side panel, go to Integrations > Marketing Integrations.
On the Marketing Integrations screen that opens, click Edit next to the Scheduling Pro integration.
Within WorkConnect, click More> Edit on your scheduler.
On the Scheduler screen, edit the Scheduler Details section.
Scroll down and enable the SMS follow up toggle.
Click the Phone Number dropdown to select your outbound sms number.
Select how you want to send the 15-post-abandoned SMS to your customers.
1. Prefilled Link: Select to send a sms follow up message with the scheduler URL.
2. AI Agent: Select to send a sms follow up message using AI to book the job via sms texts.
When finished, click Done.

Want to learn more?

See Scheduling Pro