Set up outbound (default) numbers for text notifications (SMS and MMS)Last updated on 07/04/2022

• We recommend you use the same local phone number for your Outbound SMS and Outbound MMS settings. This allows all customers notifications to come from the same phone number. For more information, see step 5 in Set up the outbound (default) number for SMS and Set the outbound number for dispatch notifications (MMS) sections.

• We also recommend you use a phone number that isn’t associated with a campaign for your Outbound SMS and Outbound MMS settings as customers may call your office using the number from which the text message was sent. For more information, see step 5 in Set up the outbound (default) number for SMS and Set the outbound number for dispatch notifications (MMS) sections.

• The outbound (default) phone numbers are the phone numbers that all of your notification text messages are sent from.

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 the default outbound SMS number to send booking confirmations, reminder notifications, and job completion surveys.

MMS stands for multimedia messaging service. These are text messages that include pictures, video, or audio content. A mobile phone without a camera device most likely doesn’t accept inbound MMS text messages.ServiceTitan uses the default outbound MMS number to send dispatch notifications because these notifications include the technician's profile picture. For more information on how to manage technicians profile pictures, see Add and manage technician profiles.

The outbound (default) number for SMS is used to send reminder notifications, booking confirmations, and job completion surveys.

Note: Your default outbound SMS number can be a toll-free or local number.  If you use a local number, you can set that same number as your default outbound MMS number as well.

1. In ServiceTitan, go to Settings > Communications > Customer Notifications.  

2. In the Booking Confirmations, Reminder Notifications, Dispatch Notifications, or Job Completion Surveys section, click Text.

   In the window that opens you will see a warning sign telling you that you haven't yet set up your Default SMS Number.

3. Click Edit phone number. The Phone Numbers page opens.

4. On the Phone Numbers page, set the default outbound SMS number.

5. Click Save.

   After you set up the default outbound number, turn on reminder notifications or booking confirmations.

Once you have saved your default SMS number, you can return to Settings > Communications > Customer Notifications. Click Reminder Notifications or Booking Confirmations.

A checkbox indicates that your default SMS number is enabled.

The outbound (default) number for MMS is used to send dispatch notifications.

Note: The outbound number for MMS messages must be a local number.

1. In ServiceTitan, go to Settings > Communications > Customer Notifications.  

2. In the Dispatch Notifications section, click Text.

   In the window that opens you will see a warning sign telling you that you haven't yet set up your Default MMS Number.

3. Click Edit phone numbers. The Phone Numbers page opens.

4. On the Phone Numbers page, set the default outbound MMS number.

5. Click Save.

Once you have saved your default MMS number, you can return to Settings > Communications > Customer Notifications. Click Dispatch Notifications to turn on dispatch notifications.

A green checkbox indicates that your default MMS number is enabled.

• Visit ServiceTitan Academy to enroll in Managing Customer Notifications

• See Enable notifications