Use the contactless experience for forms in the ServiceTitan Field Mobile App

Overview

You can use Visit Assistant with the Field Mobile App to send forms to customers for e-signature. This contactless experience allows the customer to review and sign a form from their own device, without needing to share yours.

Things to know

• This feature does not work in offline mode. You must be online to send e-sign requests.

• Visit Assistant links remain active for up to 60 days. After that, customers must request a new link.

• You can send both standard and PDF forms to customers for contactless e-signature.

  Note: When customers sign standard forms, the signature is applied to the corresponding form field. However, if a customer signs a PDF, their signature is added to a blank page at the end of the PDF.

• If you plan on sending e-signature links to customers through text messages, ask your office to confirm that an outbound SMS number is set up in ServiceTitan Settings. This is required before you can use Visit Assistant for SMS text messages.

• When customers sign documents using Visit Assistant, signatures are automatically added to the job audit trail in the same way they are if signatures were collected in person with the Field Mobile App.

• You do not need access to the Customer Portal feature for the contactless e-sign experience.

• Estimates are not accessible through Visit Assistant. If you want to send estimates for e-signature, online estimates must be set up by your office, then you can email the estimate to your customer. Please contact your office for details.

• The names of certain screens, tabs, and so on may be different based on your selection in Menu > Settings. For more, see Show Residential or Commercial terms in the ServiceTitan Field Mobile App.

Best practices

• Verify customer contact information before sending forms for e-signature to ensure links reach the correct recipient.

• Let customers know during job booking that you have a contactless option for signing documents, and ask them to have their devices charged and accessible.

• If a customer reports they didn't receive the link, ask them to check spam folders before resending.

Use cases

• A technician needs a customer to sign a compliance acknowledgement form during a job. Instead of handing over their device, the technician completes required fields, selects the customer's contact, and sends the form through Visit Assistant for the customer to sign on their own device, with status tracked and a signed copy sent automatically.

• A technician completing multiple service agreement visits needs customers to sign safety checklist forms at each location. They can send forms for e-signature at each stop, allowing customers to review and sign on their own time while the technician continues with other tasks.

• A technician at a commercial property needs to collect multiple compliance forms. They send all required forms through Visit Assistant, enabling the property manager to review and sign documents from their office computer without interrupting the technician's work.

Step 1: Verify customer contact details in the Field Mobile App

Before you begin work on the job, verify that you have the correct contact information for the customer:

1. After you arrive at the job, open it and tap the Job tab.

2. On the Job tab that opens, scroll to the Location section and tap Expand .

3. On the screen that opens, tap the Contacts tab.

4. Verify that the email address and mobile phone number shown are correct for the customer.

   Note: SMS messages can only be sent to mobile phone numbers. If you're not sure whether a number is mobile or landline, confirm with your office.

   

5. If the customer's current email address or mobile phone number are not shown, tap Add Contact and enter the updated contact information.

6. When finished, tap Save.

Step 2: Select and send forms for e-signature in the Field Mobile App

1. Open your job and tap the Forms tab.

2. Tap a form that needs a customer signature. 

   Tip: You can also tap More > Email Form for E-Sign from the Forms screen.

   

3. Fill out the form, then tap the E-Sign icon at the top of the screen. 

4. On the screen that opens, tap Add contacts to select where you want to send the link. You must select at least one email address or mobile phone number.

   Note: You can select email addresses and phone numbers associated with the job's location, the job's bill-to address, or both. You can also enter new contact information if needed.

   

5. Tap Send. A confirmation appears that the E-Sign was sent. 

Resend an e-signature link for a form in the Field Mobile App

If the customer lost the link to Visit Assistant, you can verify their contact details and resend the link:

1. Open your job and tap the Forms tab.

2. Tap More next to the form you want to resend. 

3. On the window that opens, tap Email Form for E-Sign. 

Step 3: Ask your customer to e-sign from their device

1. Ask the customer to check their email or text messages for a link to Visit Assistant.

2. Ask the customer to open the email or text message and tap the link to Visit Assistant. 

3. Visit Assistant opens and the customer can see each document to sign. Ask the customer to tap the form to open it. 

4. Ask the customer to tap Sign Document and then:

   1. Type their name to sign if they're using a computer. 

   2. Use their finger to sign if they're using a mobile device. 

5. After they sign, ask them to tap Agree and Submit.

   Note: Customers can access Visit Assistant and review documents for up to 60 days.

Visit Assistant updates for the customer to show which documents have been signed.

When you mark the job complete, a PDF copy of each signed form is sent to the customer's email address.

Note: If the customer signs a standard form, their signature is applied directly to the form. If the customer signs a PDF, a blank page with their signature is added at the end of the PDF.

Track e-signature status in the Field Mobile App

After sending documents for e-signature, you can track their status in real time:

1. On the Forms tab, tap More next to the form you want to check. 

2. On the window that opens, check the status. If the customer signed, the E-Sign button becomes disabled and instead shows E-Sign Completed, including the date and time the signature was completed. 

Note: If a document needs to be re-signed, Visit Assistant updates to let the customer know that they need to sign a new document.

Want to learn more?

• See Complete and send forms in the ServiceTitan Field Mobile App

• See Use required arrival forms in the ServiceTitan Field Mobile App