Service Titan Knowledge Base

Set up Arrival WindowsLast updated on 03/22/2022

Arrival Windows empower your customer service representatives (CSRs) to better connect with and serve your customers by tracking the arrival time that you promise your customers. The arrival window is the time frame when a technician is supposed to arrive at the service location for the job. Add pre-set arrival windows so that your CSRs can select them when booking or rescheduling a job. For technicians, Arrival Windows enables on-time arrival tracking.


Things to know

  • Since they work completely separately, Capacity Planning and Arrival Windows are compatible features. Open capacity is dependent on business hours and non-overlapping timeslots, and cannot be calculated based on arrival windows.

  • Enable this feature outside of your business hours so you have time to complete the required setup while your CSRs are not booking jobs. When Capacity Planning is turned on, all new jobs that are booked, or existing jobs that are rescheduled, will require setting an arrival window.

  • If this feature is enabled and then disabled, you will not be able to see the arrival windows that were already given to homeowners, not even on the job audit trail.

  • Because it changes your job booking process, jobs, and customer notifications, it’s a good idea to use your existing process along with Arrival Windows until you are confident that this feature meets your business needs. When you are certain Arrival Windows is for you, make sure to try it out in your Next environment first and train your CSRs on it before enabling it.

  • Pre-set arrival windows cannot be set for more than one calendar day, as in they cannot go past midnight. To set an arrival window that crosses midnight, you will have to use a custom window for that individual job.

  • Unlike business hours, arrival windows can overlap one another.


Add a pre-set arrival window

Note: If you do not select any business units for an arrival window, then that arrival window can be used for jobs booked in all business units.

Adding your most commonly-used arrival windows as pre-set arrival windows expedites the call booking process for your CSRs. You can also use pre-set arrival windows to ensure that CSRs (and anyone else who might be booking a job) is creating arrival windows that are in line with your business practices:

  1. Go to the navigation bar and click the Settings icon. In the side panel, click Operations > Arrival Windows.

  2. Click Add Arrival Window.

  3. Choose the applicable business unit(s) for this arrival window.

  4. Select start and end times. The arrival window duration will automatically update.

  5. When you’re done, click Save.


Edit or remove a pre-set arrival window

Note: Editing or removing an arrival window will not change the arrival window for jobs that have already been booked using that arrival window. Instead, the arrival window on those jobs automatically convert into custom windows.

  1. Go to the navigation bar and click the Settings icon. In the side panel, click Operations > Arrival Windows.

  2. Click the pencil icon to the right of the arrival window you want to change or remove.

  3. If you are editing the arrival window, make your changes and then click Save.

    To remove it, click Deactivate and then OK to confirm. Click Show inactive to view all deactivated arrival windows; you can always reactivate it if you need it again.


Customize how arrival windows affect default start times

Control how arrival windows change default start times for jobs:

  1. Go to the navigation bar and click the Settings icon.

  2. In the side panel, click Operations > Arrival Windows.

  3. From the dropdown, select the right configuration for your business.

    • No Default - select this if you want your CSRs to choose a job start time every time they book a job.

    • Start time of Arrival Window - select this if you want for job start times to be the start time of the arrival window.

    • End time of Arrival Window - select this if you want for job start times to be the end time of the arrival window.

  4. When you're done, click Save Configuration.




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