--- title: "Utilizing Move Up as a dispatcher in ServiceTitan Max" slug: "utilizing-move-up-as-a-dispatcher-in-servicetitan-max" updated: 2026-09-18T00:30:50Z published: 2026-09-18T00:30:50Z canonical: "help.servicetitan.com/utilizing-move-up-as-a-dispatcher-in-servicetitan-max" excludeFromExternalSearch: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # 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. --- ### #### Who uses this feature - **Role**: Administrators and Dispatchers - **Applies to**: All Dispatch Pro customers, across all trades. #### Feature Configuration - **Move Up Assist** is part of *Dispatch Pro*. If Dispatch Pro isn't active on your account yet, contact your Pro Product Specialist (PPS) or Customer Success Manager (CSM). - Once *Dispatch Pro* is active, ask your PPS or CSM to turn on **Move Up Assist** for your account. There's no self-service toggle for this step. - After it's turned on, a **Move Up Assist** tab appears under *Settings*, where administrators and supervisors can configure it. - > [!NOTE] > **Coming soon:** An add-on called *Move Up Assist with Virtual Agent* lets the system text customers directly to confirm a suggested move, instead of a dispatcher calling. It's currently available to a limited number of pilot accounts. Ask your CSM if you'd like to be considered. ### 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** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/payments-image-m6zsjt0m.png) **> 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. ![ServiceTitan settings screenshot showing the Move Up Assist tab with options 9.1 Include today's unassigned jobs, 9.2 Future days to consider, and 9.3 Lock window. The UI shows radio buttons, a dropdown for days, and a numeric lock-window control set to 30 minutes.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/kb-draft---utilizing-move-up-as-a-dispatcher-in-servicetitan-max_page_0003_img_01.png) - **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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1789687860030.png) - **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. ![Settings screenshot titled 9.4 Tags that block move-up showing a short description Jobs with any of these tags will be excluded from move-up suggestions and a tag input field containing example tags such as Can't go early, cat bites.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/kb-draft---utilizing-move-up-as-a-dispatcher-in-servicetitan-max_page_0004_img_01.png) - **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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/base64-converted-image-1789688069772.png) ## Use Move Up Assist on the dispatch board 1. Open the **Dispatch board** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-crew-scheduling-image-zhdyyehg.png). 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. ![Large screenshot of the Dispatch board showing the timeline with colored job segments on the left and the Dispatch Move Up Queue panel on the right with job details, tags, and Move Up / Hold / Dismiss buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/kb-draft---utilizing-move-up-as-a-dispatcher-in-servicetitan-max_page_0004_img_03.png) 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] > **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. ![Dropdown showing options Hold Manually and Hold with Growth AI with brief descriptions and the Hold button highlighted](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/kb-draft---utilizing-move-up-as-a-dispatcher-in-servicetitan-max_page_0005_img_01.png) - 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] > **Note:** This feature is available only to accounts enrolled in the Virtual Agent pilot. ![Screenshot of a ServiceTitan Interactions dashboard. Left navigation shows sections like AI Concierge, Agent Studio, Calls, Schedule and Collapse Menu. Main panel header reads Interactions with search and filter controls. Metric cards display Escalated, High Activity, Conversations (341), Response Rate (59%), Conversion Rate (31%). A list of contacts with workflow, last channel (SMS Agent), last activity, and summary text appears in the table area on the right.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/kb-draft---utilizing-move-up-as-a-dispatcher-in-servicetitan-max_page_0006_img_01.png) 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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(333).png) **Want to learn more?** - See [Utilizing Speed to Lead as a CSR in ServiceTitan Max](/v1/docs/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max) - See [Outbound virtual agents overview in ServiceTitan Max: Configuration and management](/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max) AI-powered dispatching product that analyzes job requirements, technician skills, drive time, and capacity to optimize job assignments. **What it does:** Maximizes technician utilization and on-time arrivals by algorithmically routing and assigning jobs — reducing the cognitive load on dispatchers. **Also called:** AI dispatch, Smart dispatch **Tags:** Dispatch Pro, ServiceTitan Max, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The core work record in ServiceTitan representing a service request, containing appointments, invoices, estimates, and notes. **What it does:** Acts as the operational and financial center of gravity for all work performed — everything is tied to a Job. **Also called:** Work order, Service ticket **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The main scheduling and dispatching view in ServiceTitan showing all jobs, technicians, and appointment times in a grid or map layout. **What it does:** Gives dispatchers a real-time view of the day's work to manually assign, drag-and-drop, or adjust job assignments. **Also called:** Schedule board, Dispatch view **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A scheduled time block assigned to a technician to perform work on a Job. **What it does:** Represents the actual calendar event when a tech visits a customer; a single Job can have multiple Appointments. **Also called:** Service visit, Tech visit **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A prospective customer or job who presents a revenue-generating opportunity. In ServiceTitan, a Lead is an incoming call that lasts at least 60 seconds or is assigned the call reason, Is Lead. There are several types of Leads that you can use to report on different aspects of your business. For more, see Leads. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The time range communicated to a customer for when a technician will arrive. **What it does:** Sets customer expectations proactively, reducing 'where's my tech?' calls and improving satisfaction scores. **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ## Related - [Utilizing Speed to Lead as a CSR in ServiceTitan Max](/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max.md)