Utilizing Move Up as a dispatcher in ServiceTitan Max

Overview

Move Up Assist is a Dispatch Pro capability that automatically finds gaps in your technicians' schedules, caused by cancellations, early completions, or open time, and recommends the best Job to fill each one. Instead of manually scanning the Dispatch Board, your dispatchers get ranked suggestions they can act on right away.

Things to know

• Move Up Assist scans your schedule on its own. Dispatchers don't need to search the board for open time.

• Move Up Assist never contacts customers on its own. A dispatcher always decides whether to hold, move up, or dismiss a suggestion.

• Jobs tagged with a "block move-up" tag are never suggested, so you can protect appointments that shouldn't be touched.

• Move Up Assist is a different feature from Dispatch Assist. If you use both, keep in mind they solve different problems on the dispatch board.

Best practices

• Start with the default settings and adjust them based on how your team works.

• Use tags to block jobs that should never be rescheduled, such as time-sensitive commitments.

• Set a tag to apply automatically when a job is moved up, so you can track and report on filled gaps later.

• Brief your dispatchers on what Hold, Move Up, and Dismiss each do before turning the feature on.

• Review which suggestions are accepted versus dismissed on a regular basis, and adjust your settings accordingly.

• Expand how many days ahead the system looks gradually, so dispatchers aren't overwhelmed with distant options right away.

Use cases

• A customer cancels a mid-morning Appointment, and Move Up Assist immediately suggests a nearby technician who could take an earlier job.

• A technician finishes a job early, leaving unplanned time on their schedule, and Move Up Assist looks for a job to fill it.

• A dispatcher wants to keep certain appointments from ever being rescheduled and tags them to exclude them from suggestions.

Move Up Assist settings

1. Contact your PPS or CSM to turn on Move Up Assist for your account, if it isn't already on.

2. Go to Settings > Dispatch Pro > Settings > and select the Move Up Assist tab.

   Set up your preferences. Begin with the standard options and modify them according to your team's processes.

   

• 9.1 Include today's unassigned jobs (Yes/No; default: No) Controls whether unassigned jobs are added to the pool of candidates Move Up Assist considers when it looks for a gap to fill.

  • When set to Yes, unassigned jobs are included alongside jobs already assigned to other technicians.

  • When set to No, only jobs already assigned to a technician are considered.

• 9.2 Future days to consider (Dropdown; default: 1 day) Controls how many days ahead Move Up Assist searches for jobs that could fill a gap.

  • Set to 1 day to only look at today's schedule.

  • Raising this expands the pool of candidate jobs, but suggestions may then include jobs several days out.

• 9.3 Lock window (Minutes; default: 1 minute) Sets how soon a job can start and still be eligible for a suggestion.

  • Jobs starting sooner than the lock window are excluded, since there usually isn't enough time to reassign them.

  • Raise this if your team needs more Lead time to act on a suggestion before a job begins.

    

• 9.4 Tags that block move-up (Multi-select) Keeps specific jobs out of suggestions entirely, no matter how good a fit they seem.

  • Add any tag your team already uses to mark jobs that shouldn't be touched, such as jobs tied to a specific technician or already confirmed with the customer for a set time.

  • A job carrying any of these tags is never suggested for a move.

    

• 9.5 Tag to apply on move-up (Dropdown; default: None) Automatically applies a tag to a job once it's been moved up, so your team can track and report on filled gaps later.

  • This same tag can also be applied manually, as a checkbox option, when a dispatcher dismisses a suggestion, useful if you want to keep that job out of future suggestions too.

    

Use Move Up Assist on the dispatch board

1. Open the Dispatch board .

2. When Move Up Assist has a suggestion ready, it appears in the Dispatch Move Up Queue panel on the right side of the screen.

   

3. Each card in the queue is one eligible job. It shows the job type and tags, the customer's name and address, which technician the job would move to and from (with drive time), and the proposed Arrival Window - everything a dispatcher needs to decide without leaving the board.

   • Click Move Up to reassign the job to the gap immediately.

   • If you're not ready to commit, click the Hold dropdown for two options:

     • Hold Manually - Which reserves the slot while you contact the customer yourself.

     • Hold with Growth AI - For jobs that start too soon for the Dispatch Agent to reach out in time.

       Note: The Hold with Growth AI option requires Virtual Agent to be enabled for your account. If it is not enabled, you must hold the Call manually.

       

   • Click Dismiss to skip this suggestion and move to the next candidate.

Review the AI Concierge

1. To track customer communications regarding schedule changes, go to AI Concierge > Interactions.

   Note: This feature is available only to accounts enrolled in the Virtual Agent pilot.

   

2. Select a contact's name to review full conversation logs, including confirmed arrival windows and customer responses.

• Click Take Over to halt the AI (Karen) and allow you to communicate directly with the customer instead.

  

Want to learn more?

• See Utilizing Speed to Lead as a CSR in ServiceTitan Max

• See Outbound virtual agents overview in ServiceTitan Max: Configuration and management