Service Titan Knowledge Base

Use the contactless experienceLast updated on 09/14/2022

Technicians can practice social distancing while on the job by sending customers a link to the Visit Assistant, where they can view and sign each document required to complete the job from their own mobile device or computer. All invoice signatures and forms, including both standard forms and PDFs can be e-signed by customers with the Visit Assistant. It’s important to know that Online Estimates and Online Payments are not accessible with the Visit Assistant—those are emailed separately to the customer by emailing an estimate or an invoice.


Things to know

  • Contactless experience is one of many new features built to assist your business during these challenging times. For more COVID features, see COVID Product Pack.

  • You do not need access to the Customer Portal feature for the contactless experience.

  • The Technician can select either an email address or mobile phone number associated with either the job’s location or the job’s bill-to address if documents will be e-signed, when the Customer will is sent a PDF copy of each document. Selecting a mobile number is optional.

  • The customer will receive a notification by email or SMS text message every time the technician requests an e-signature.

  • When customers sign documents using the Visit Assistant, they are automatically added to the job audit trail in the same way they currently are if the signatures were collected with the ServiceTitan mobile app.

  • If an estimate for a job was sold online, technicians can choose whether to perform the work now or later.

  • Online Estimates are not shown in the Visit Assistant, and a link where they can be seen are instead emailed to the customer when the estimate is sold. Note that the employee who sold the estimate receives credit for its sale, not the technician who emailed a link to the estimate.

  • Customers can access the Visit Assistant and review estimates for up to 60 days.

  • When customers sign standard forms using the Visit Assistant, the signature is applied to the corresponding form field. However, if a customer signs a PDF, then their signature is added to a blank page added to the end of the PDF.

  • You can customize the E-Sign email you send to customers, but not the SMS text message.

  • This feature does not work in offline mode.


Get ready to go contactless

  1. Ensure customer service representatives and dispatchers are collecting email addresses and correctly marking phone numbers as landline or mobile.

  2. Let customers know you have a contactless option for e-signing documents when booking jobs, and ask them to make sure their cell phones or computers are charged and accessible.

  3. Make sure you have an outbound SMS number set up if you plan on letting customers sign documents using their mobile device.

  4. Make sure online estimates and online payments are set up. Note: Let your technicians know that online estimates and online payments are sent as separate emails, and do not appear in the Visit Assistant.


Verify customer contact information

Before you begin work on the job, verify that you have the correct contact information for the customer.

  1. After you arrive at the job, go to the job and tap Contact Details.

  2. Verify that the email address and mobile phone number shown are correct for the customer. Note: SMS messages can only be sent to mobile phone numbers, so double-check that the customer's phone number is a mobile phone.

  3. If the customer's current email address or mobile phone number aren't shown, tap Add new contact field, select E-mail or Mobile phone, and enter the updated contact information. When you're done, tap Save>Close.


Use Online Estimates for a contactless experience

You can take advantage of online estimates to give both your technicians and your customers a contactless experience with your business. For estimates sold online, technicians can choose whether to perform the work now or later. Also, note that any managed technician on the job can use the contactless experience.

  1. Build an estimate.

  2. When you are finished building your estimate, tap PRESENT.

  3. In Presentation Mode tap E-SIGN.

  4. Select the estimate you want to send. The customer will receive an email or text with a link they can use to sign the estimate.

  5. Once the estimate is signed, tap ESTIMATES > More > Perform Work Now.

  6. Tap Perform Work Now if you’re going to perform the work now, or tap Perform Work Later if the work will be completed at a later time. Note: After you make your selection, Perform Work Now will be removed from the list of options on the estimate. You can choose when you will perform work until any of the following happen:

    • The job is marked as Complete.

    • The sold estimate already has items booked onto another job's invoice.

    Note: The Sold By credit will be given to the employee who created the estimate.

  7. Go about your work as normal. When you’re ready to collect any invoice signatures, tap Invoice, then tap Signatures.

  8. Find the document you’d like signed and tap E-SIGN.

    A pop-up opens with the customer’s contact information. Select an email address to where you want to send a link to the Visit Assistant, and optionally select a mobile phone number to send the link as a text message. You can select email addresses associated with the job’s location, the job’s bill-to address, or both.

    Select via SMS Text to send an e-sign link as a text message. The same link will automatically be sent to the customer’s bill-to email address. You can also send the link to the email address associated with the location. You can select from any email address or mobile phone number you have on file for the customer. Signed copies of each document will be automatically sent to the customer’s email address. Note: E-SIGN will become disabled after you’ve sent it to the Customer.

  9. Ask the customer to check their email or mobile device for a link to the Visit Assistant. Once it arrives, have them open the message and click the link to the Visit Assistant. The message sent will look like this:

    Ask the customer to open the email and tap Click here.

    Visit Assistant opens and the customer can see each document to sign:

    After you send the Visit Assistant link, the banner on the job will update to indicate the last time you sent the link:

  10. Ask the customer to tap or click a document. The document opens. Ask the customer to tap Sign Document. The document opens:

    If the customer is using a mobile device to access the Visit Assistant, they can use their finger to sign the document:

    If the customer is using a computer to access the Visit Assistant, they can type their name:

    After signing, ask the customer to tap Agree and Submit.

  11. The Visit Assistant updates, showing each signed document:

    As each document is signed, a PDF copy of the signed document is sent to their email address:

  12. After the customer signs each document, the Signatures panel updates to indicate which documents are signed and which still need to be signed:

    Note: If a document needs to be resigned, the Visit Assistant updates to let the customer know that they need to sign a new document. The technician can also re-send the document by tapping E-SIGN.

  13. Each signed form is sent to the customer email address you selected earlier.


Use forms for a contactless experience

You can also use both standard and PDF forms with contactless experience, and have the customer read and sign all forms that require a signature without physical contact.

To send a form to a customer:

  1. Tap FORMS.

  2. Tap a form that needs a customer signature.

  3. Fill out the form, then tap E-SIGN.

  4. A pop-up opens if you haven't already sent a link from Signatures in the JOBS tab.

    Select via SMS Text to send an e-sign link as a text message. The same link will automatically be sent to the customer’s bill-to email address. You can also send the link to the email address associated with the location. You can select from any email address or mobile phone number you have on file for the customer. Signed copies of each document will be automatically sent to the customer’s email address. Note: E-Sign will become disabled after you’ve sent it to the Customer.

  5. Ask the customer to check their email or mobile device for a link to the Visit Assistant, and have them open the message and click the link to the Visit Assistant. The message sent will look like this:

    Ask the customer to open the email and tap the link.

    Visit Assistant opens and the customer can see each document to sign:

    Ask the customer to tap the form. The form opens for the customer to review:

    Ask the customer to click or tap Sign Document.

  6. Ask the customer to type their name if they’re using a computer, or to use their finger to sign if they’re using a mobile device.

    After they sign, ask them to tap Agree and Submit.

  7. The Visit Assistant updates to show which signatures have been signed:

    FORMS also updates to indicate signed forms:

  8. Finish the job as normal. When you mark the job complete, a PDF copy of each signed form is sent to the customer’s email address. Note: If the customer signs a standard form, their signature is applied directly to the form. If the customer signs a PDF, a blank page with their signature is added at the end of the PDF.


Resend a link to the Visit Assistant

If the customer lost the link to the Visit Assistant, you can verify their contact details and resend the link.

  1. Go to the job

  2. Tap RESEND.

  3. Verify the customer's contact information. If needed, update their contact information.

  4. Select a customer email address where the link should be sent. Optionally, select a phone number to send a link to the Visit Assistant as a text message.

  5. Tap SEND LINK.

    The banner will update with the last time you sent the customer a link to the Visit Assistant.


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