Customer Notifications Home

Enhance your customer experience and streamline your operations with Customer Notifications. This feature allows you to set up automated, customizable messages for every stage of the customer journey—from appointment reminders to job updates—saving your office staff time while keeping customers informed.

Setup

What you need to get started

To start sending notifications to your customers, follow these basic workflows:

• Estimate your monthly text messaging cost: Review the number of texts your business sends and factor in mobile carrier surcharge fees.

• TCR campaign guidelines and requirements: Register your company details to use ServiceTitan messaging and comply with mobile network operator standards.

• Register your business for SMS and MMS delivery: Complete the Register for Texting form to enable texting through ServiceTitan and ensure message delivery.

• Set up outbound (default) numbers for text notifications (SMS and MMS): Assign outbound numbers to send reminders, booking confirmations, surveys, and dispatch alerts.

• Set up and enable Chat: Configure the chat feature, create templates, and assign permissions. An admin must manage Chat settings.

Quick start guide

When your outbound phone numbers, SMS and MMS delivery options are set up, you can start setting up your notifications for your customer.

Step 1: Enable customer notifications

You can enable customer notifications from Settings > Communications > Customer Notifications. The available notification options are the following:

1. Booking Confirmation

2. Reminder Notifications

3. Dispatch Notifications

4. Arrival Notifications

5. Job Completions Survey

Step 2: Customize templates for customer notifications

Customized SMS and email templates create a clear, branded experience that builds trust, and keeps customers engaged.

1. Go to Settings > Communications > Customer Notifications.

2. On the Customer Notifications screen, click on the notification type you want to customize.

3. Click on the Text or Email tab depending on the type of template you want to customize.

4. For texts, make sure your outbound default SMS number is set up:        

   1. If your default SMS number is properly set up, you see a green checkmark icon.

   2. If your default SMS number is not set up, you see a red warning icon.                

      Note: Before you can enable text notifications, a default SMS number must be set up. Click Edit phone number and follow the steps to set up your default SMS number.

5. For both texts and emails, make sure the Enable toggle is turned on then click Customize.

6. Use the list of Personalized token on the right to add customized content to your template. Drag the desired tokens to the Body section of the Message Content.

7. After customizing the template, click Save.

For more details on customizing customer notifications, see Customize notification message templates and Customize email templates.

Advanced setup

Upon registering your phone numbers and setting up your customer notification templates, follow these steps to complete your notification customization based on your business.

Part 1: Customize your notification based on your business units

Ensure your business units are set up for customer notifications with the correct phone number(s) and official names.

• Set up business units for customer notifications

• Restrict customer notifications by business unit or job type

Part 2: Automate your notification processes

Use the Chat Autoresponder to automatically reply to customer text messages that are sent in while your business is closed.

• Set up chat autoresponder

• Set up and use Automated Job Confirmations

Part 3: Enable native GPS

Send notifications to customers allowing them to track a dispatched technician's location in real time.

• Enable native GPS on mobile devices

Part 4: Train office users

Train your CSRs and Dispatchers on customer notification workflows to ensure that customers receive timely updates the way they prefer.

• Train CSRs and Dispatchers on customer notification workflows

Key workflows

Customize notifications

Choose how often and what kinds of notifications your customers get. This way, they stay updated without getting too many texts or emails.

• Set notification preferences for customers

• Limit the number of dispatch notifications

• Mute notifications for commercial jobs

• Turn notifications on or off for any job

• Set up arrival windows for customer notifications and confirmations

Chats

Learn how to book and manage jobs, have conversations with customers, and manage unwanted communication with Chat.

• Chat benefits and use cases

• Use Chat

• Create Chat alerts

• Chat to Text integration

Following up on customer surveys

Follow up on customer surveys to understand what's working and what needs improvement—showing customers their feedback matters and driving better service.

• Complete a survey while on the phone with the customer

• Re-send a survey to a customer or edit a submitted survey

• Follow up on survey responses

• Technician star ratings

Customer Portal

Empower your customers by providing them with the Customer Portal web portal they need to view their invoices, service history, service agreements, memberships and accept estimates. You can also set your portal up so that your customers can make online payments.

• Customer Portal overview

• Use saved payments in Customer Portal

Other customer notification customizations

Learn how to setup your emails to customize and send branded emails to your customers.

• Reputation management email options

• Automatically generate invoice email using Titan Intelligence

Troubleshooting and FAQ

Troubleshooting

Check out the top five troubleshooting articles for customer notifications. Each article provides a clear, step-by-step solution.

• Can't receive outbound text messages

• Booking Confirmation Notifications Not Going Through

• Customers are receiving incorrect times on their job booking and reminder notifications

• What is causing the booking confirmation checkbox to remain grayed out on the call booking screen?

• How can I disable the option of sending text messages to customers to rate the technicians' performance?

FAQ

I'd like to turn on real-time technician tracking. Are my technicians using the right kind of device?

Real-time technician tracking in ServiceTitan Mobile is available for native GPS devices such as an iPad, iPhone, Android tablet, or any device with native GPS.

Technicians using a non-native GPS device such as TomTom or Fleetmatics cannot be tracked in real-time. However, you can still send out dispatch notifications to those technicians.

Note: For appointments where technicians are using non-native GPS devices, customer notifications do not include Track Now links.

Do I need to provide an arrival window?

No. You do not need to provide an arrival window. You can customize your booking confirmation and reminder notification messages, and if you want, you can delete or remove both the Arrival window start time and Arrival window end time.

My account is configured to auto-arrive technicians when they get to a job site. How does this work with real-time technician tracking?

If your account is configured to auto arrive technicians as they approach a job site, the auto arrival is reflected on the technician tracking screen.

Why do I need to enter business unit phone numbers?

The business unit phone number is provided in reminder notification and dispatch notification messages, so the customer will know how to reach you if they have any questions. Therefore, you must enter business unit phone numbers before you enable these notifications. To enter business unit phone numbers:

1. Go to Settings > Business Units.

2. Click Edit next to a business unit.

3. Enter the phone number in the Phone field.

4. Click Save.

Once all business unit phone numbers have been entered, go back to Settings > Customer Notifications to enable notifications.

I want to provide customers with the actual job start time. How do I do this?

You can change the arrival window setting for Job start time + job duration. See Set up arrival windows for customer notifications and confirmations for more.