Service Titan Knowledge Base

Set up the Web Appointment Scheduler (Legacy)Last updated on 03/22/2022

The Web Appointment Scheduler allows your customers to instantly request appointments online via a widget you add to your company website. Appointment requests made using the Web Appointment Scheduler go directly to the Bookings section of the Call Booking screen. Those requests are then used by customer service representatives (CSRs) to book jobs.

Things to know

  • If you use technician capacity planning features, you can sync the web appointment scheduler with your real-time availability. Technician capacity planning will help your dispatchers, by allowing them to see how many technicians are available for any given time slot. When you sync the web appointment scheduler with technician capacity planning, customers can only request appointments for time slots when you have a technician available.

    This takes into account all appointments available in Capacity Planning for that time and date, not availability by specific business unit.

  • Your appointment windows in the Web Appointment Scheduler are determined by your business hours. To learn more, see Set up business hours.

  • The web appointment confirmation email is different from other customer notifications because it notifies customers of a request they have made rather than any action you or anyone at your company has taken in the system.

Customize your web appointment widget and add it to your company website

Note: The web scheduler code only updates to include your customization after you click Save. Be sure you click Save before you copy the code.

This means you can go through these steps again, choose a different campaign as well as other settings, and copy the new code to create a different version of the widget to embed somewhere else, like different webpages, ads, or email marketing campaigns.

This also means that changing the settings on this page doesn’t change anything about the versions of the widget you already have embedded elsewhere, including the campaign and any associated reporting. If you want to change the widget, you will need to make the changes here, copy the new code, and replace the code wherever you have it embedded.

  1. Go to the navigation bar and click the Settings icon. In the side panel, click Communications > Web Appointments.

  2. Click Widget.

  3. From the Add Marketing Campaign dropdown, choose whether web bookings are part of one of your marketing campaigns.

  4. Choose what availability to show or hide, as well as your minimum lead time.

  5. Add a confirmation message. For example, you could add “Our office will call you shortly to confirm.” The message will show up for customers after they have submitted a request via the scheduler.

  6. When you're done, click Save.

  7. Click Copy to clipboard.

  8. Submit the copied embed code to your website developer or designer. They will be able to customize the dimensions of the IFrame and add it to your company website.

Set up a web appointment confirmation email

If you want to go beyond the simple in-browser confirmation message you can set up in the widget, set up a web appointment confirmation email. Web appointment confirmation emails are sent to customers after they have submitted a request via the Web Appointment Scheduler. An email confirmation ensures that your customers have a reminder that they requested an appointment from you.

  1. Go to the navigation bar and click the Settings icon. In the side panel, click Communications > Web Appointments. You will automatically land on the Email tab.

  2. Check Enable web appointment confirmation emails.

  3. Add the message you want to be sent to customers by email after they request an appointment from you, including placeholders where helpful.

    Below is an example:

    Thank you for requesting an appointment with Best Plumbing Company, {CustomerName}! As a reminder, you have requested help with {Summary}, at {Date} {Time}, located at {Address}. We will follow up with you within one business day.

  4. Check the preview to ensure that everything looks correct, and then 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.