Customer Notifications - FAQLast updated on 09/09/2022

Surveys are only sent to customers one time: when the job is completed.

SMS stands for short message service. This is commonly referred to as a text message that contains text only. Almost all mobile phones accept this kind of messaging. ServiceTitan uses SMS for reminder notifications.

MMS stands for multimedia messaging service. These are text messages that include pictures, video, or audio content. A mobile device without a camera may not accept inbound MMS text messages. ServiceTitan uses MMS for dispatch notifications, which include the technician’s profile picture.

In your customer notifications settings at Settings > Customer Notifications, there are four sections: Booking Confirmation, Reminder Notifications, Technician Dispatched, and Job Completion Surveys.

On this screen, you can see which notifications have been turned on.

• A green checkmark means notifications are on.

• A gray checkmark means notifications are off.

You can also click into the notification to see if it's enabled.

You have the option to mute notifications for commercial customers. Click here to learn more.

You can limit your dispatch notifications if you are worried about customers receiving too many texts. This is a recommended setting if you often dispatch multiple techs to a job site.

Click here to learn more.

Yes, you can customize notification messages. Many companies customize the message to ask the customer to text or email back Confirmed. If the customer texts back, you see the message on your Dispatch Board.

You can change the arrival window setting. Click here to learn more about arrival window options.

You can change the arrival window setting for Job start time + job duration. Click here to learn more.

We recommend that you save mobile numbers correctly in ServiceTitan. Cell phone numbers should be saved as mobile (Mobile) numbers, not as landline (Phone) numbers.

If some of your customers’ mobile numbers are saved as landlines, don’t worry -- they can still receive dispatch and reminder notifications. Text messages are sent to all contact numbers that are enabled for job notifications on customer profiles and location records.

Note: If you don’t want messages to be sent to all of a customer’s phone numbers, edit their delivery preferences.

Real-time technician tracking in ServiceTitan Mobile is available for native GPS devices such as an iPad, iPhone, Android tablet, or any device with native GPS.

Technicians using a non-native GPS device such as TomTom or Fleetmatics cannot be tracked in real-time. However, you can still send out dispatch notifications to those technicians.

Note: For appointments where technicians are using non-native GPS devices, customer notifications do not include Track Now links.

Tell your customers to add noreply@servicetitan.com to their list of addresses. This prevents messages from going to spam.

If your account is configured to auto arrive technicians as they approach a job site, the auto arrival is reflected on the technician tracking screen.

The business unit phone number is provided in reminder notification and dispatch notification messages, so the customer will know how to reach you if they have any questions. Therefore, you must enter business unit phone numbers before you enable these notifications.

Once all business unit phone numbers have been entered, go back to Settings > Customer Notifications to enable notifications.

All notifications sent to customers are logged in the job history.

Do Not Mail customers have opted out of notification emails. Job notifications are grayed out and disabled. Notifications are disabled for the customer’s phone numbers and email addresses, and you cannot turn notifications on.

Notifications are also disabled for all of the customer's service locations.

No. You do not need to provide an arrival window. You can customize your booking confirmation and reminder notification messages, and if you want, you can delete or remove both the Arrival window start time and Arrival window end time.

Yes, you can customize your notification messages to include the arrival time only. Choose Job start time + job duration as your arrival window option. Then, you can customize your notification message to include the Arrival Window Start Time only. For example:

Your appointment with [Business Unit Official Name] has been scheduled for [Job Date] at [Service Location Address]. We have noted that you are available as of [Arrival Window Start Time]. We will update you to let you know when the technician is on the way (please allow up to 1 hour). We look forward to speaking with you about your needs.

Please refer to Choose your arrival window settings for more information.

When customers receive text messages, they may want to write back or call the number back. You can set this up when you configure your outbound numbers for SMS or MMS. Go to Settings > Phone to set up new phone numbers to be used as the outbound number for reminder notifications (SMS) and dispatch notifications (MMS).

For more information on setting up outbound numbers, refer to Set the outbound number for reminder notifications (SMS) and dispatch notifications (MMS).