Overview
You can use Visit Assistant with the Field Mobile App to send Customer Authorization or Acknowledgement to customers for e-signature. This contactless experience allows the customer to review and sign authorizations and acknowledgments from their own device, without needing to share yours.
Who uses this feature
Technicians
Primarily benefits Commercial Service and Replacement, Residential Service and Replacement, and Residential Construction business types
Applies to all trades
Feature configuration
The Field Mobile App is optimized for iOS, iPadOS, and Android phones and tablets. For more, see System requirements and mobile app information.
If you're using the Field Mobile App and need support, please contact Technical Support (through the office) or reach out directly to support@servicetitan.com.
The Enable Visit Assistant permission is required to use this feature. Please contact the account administrator on your team.
The following office setup is required to use the contactless experience. Please contact the account administrator on your team.
Set up an outbound SMS number.
Add email addresses to customer and location records.
Mark customer phone numbers as mobile or landline.
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.
If your device's screen orientation is locked, landscape signature capture is prevented. Unlock screen rotation if needed.
When you complete the job, a PDF copy of each signed form is automatically sent to the customer's email address.
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 the pull-to-refresh gesture on the Signatures panel to get the latest signature status updates.
Use cases
A technician needs a customer to sign a Customer Authorization form but the customer prefers not to handle the technician's device.
A customer wants to review the authorization form before signing and asks to do it from their own phone.
A technician completes work at a commercial property where multiple stakeholders need to review and sign acknowledgement forms remotely.
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:
After you arrive at the job, open it and tap the Job tab.
On the Job tab that opens, scroll to the Location section and tap Expand
.On the screen that opens, tap the Contacts tab.
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.
If the customer's current email address or mobile phone number are not shown, tap Add Contact and enter the updated contact information.
When finished, tap Save.
Step 2: Send required signatures for E-Sign in the Field Mobile App
To send Customer Authorization or Acknowledgement signatures remotely:
Open your job and tap Close Out.
Tap Complete appointment to mark yourself as Done.
On the Close Out screen, select the type of signature you need the customer to submit:
Customer Acknowledgement
3-Day Right to Cancel
On the signature screen that opens, tap Send E-Sign.
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.
Tap Send. A confirmation appears that the E-Sign was sent.
Resend an e-signature link for job signatures in the Field Mobile App
If a customer loses access to the Visit Assistant link, you can resend it:
From your current job, go to the Invoice tab or the close out screen.
Tap the specific type of signature you need.
Tap E-Sign.
Step 3: Ask your customer to e-sign from their device
Ask the customer to check their email or text messages for a link to Visit Assistant.
Ask the customer to open the email or text message and tap the link to Visit Assistant.
Visit Assistant opens and the customer can see each document to sign. Ask the customer to tap the form to open it.
Ask the customer to tap Sign Document and then:
Type their name to sign if they're using a computer.
Use their finger to sign if they're using a mobile device.
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
To track the progress of your E-Sign request directly from the job:
From your current job, go to the close out screen.
View the current signature status for each required document:
Unsigned: Customer hasn't signed yet
Signed: Customer completed the signature
Pull down on the screen to refresh and see the latest status updates.
After a customer signs all required documents, the signed forms appear in the job audit trail.