Service Titan Knowledge Base

Set notification preferences for customersLast updated on 04/17/2023

Customize the frequency and types of notifications your customers receive. This helps them get the information they need without being overwhelmed by texts or emails.

Things to know

  • After you set up notifications, notifications are sent automatically to all customers. You can turn off notifications for an individual customer if they want to opt-out.

  • To give customers peace of mind regarding how many texts and emails they will be receiving, make sure to confirm the customer's delivery preferences when you book a job for them.

  • Even if notifications are turned off for a customer, you can still send messages to them manually.

  • If you receive an opt-out keyword via text to one of your business numbers, the sender won’t receive notifications from you again unless they text the opt-in keyword. Opt-out keywords include STOP, END, CANCEL, UNSUBSCRIBE, QUIT, and ARRET. The opt-in keyword is START.

    Note: A number texting an opt-out keyword into Chat does not automatically opt them out of messages. Be sure to end communication with them if they text an opt-out keyword. For more, see Manage unwanted communication.

Set notification preferences for a new customer

When you add a new customer to the system, ask them how they want to receive notifications. By default, job notifications are enabled for any email addresses or phone numbers you add for the customer, but you can turn off the toggle for them if the customer wants to opt-out. You can customize notification settings for each email address and phone number you enter, even if they’re for the same customer.

Change notification preferences for existing customers

When you view a customer or location record, a bell icon next to the phone number or email address in the Details menu indicates the customer’s notification preferences.

A red bell icon means notifications are disabled, while a green icon means that notifications are enabled.

Note: If phone notifications are disabled, the phone icon and phone numbers won't show up on the Job Details flyout on the Dispatch Board.

You can change the customer's notification settings using those icons:

  1. From the customer or location record you would like to change, click the Bell icon.

  2. Select the boxes next to the phone numbers and email addresses where the customer would like to receive notifications.

  3. Click Save.

You can also edit the customer or location record to change notification preferences.

Set mailing preferences for invoices and statements

You can set mailing preferences for invoices and statements in the customer record. You can later use this preference in AR Management to select customers based on their mailing preference to ensure that they receive their invoices and statements in time to make a payment.

To set a mailing preference for your customer:

  1. In the customer record, click Edit edit pencil icon.

  2. Scroll to the bottom of the screen to Invoice & Statement Delivery:

    • Select Mail if your customer prefers to receive hard copies of invoices and statements.

    • Select Email if your customer prefers to receive paperless invoices and statements.

      • After you select Email, next to Contacts, turn on the toggle for Invoice/statement notification.

      • In the Email field, enter the customer email address. Tip: Use the optional Memo field to enter a reminder for the email address. For example, if you’re adding the manager’s email address, enter Manager email address.

      • Click the + icon and select Email to add additional email addresses.

    • If your customer prefers both options, select both Mail and Email.

  3. When you’re finished, click Save.

Want to learn more?

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.