Automatically follow up with customers when parts arrive using the virtual agent
Schedule Parts Follow-Up is a new virtual agent automation that texts homeowners as soon as a part for their job arrives so they can pick their own follow-up appointment time.
Available inCoreProMax
Feature type
New Feature
Industry
Residential Service and Replacement
Roles
AdministratorsDispatchers
Region
United StatesCanada
What's new
Before, when a special-order part came in, someone on your team had to call or text the homeowner, check technician availability, and manually book the follow-up visit. Now, ServiceTitan's virtual agent watches for parts to arrive and reaches out to the homeowner over text automatically, letting them pick a time that works and booking the appointment for you — using the same job type and duration as the original job.
Workflow comparison — before & after
← Before
✓ After
1.A part for a customer's job arrives at your shop.
1.A part for a customer's job arrives and gets tagged (or a Dispatch Pro Console rule detects it).
2.Someone on your team notices the part is in.
2.The virtual agent automatically texts the homeowner that their part is in.
3.That person calls or texts the homeowner to arrange a time.
3.The homeowner replies and suggests a time.
4.They check technician availability manually and book the follow-up appointment.
4.The virtual agent books the follow-up appointment using the original job's job type and duration.
⚠ This depends on someone remembering to follow up, and it adds manual work to your dispatch team's day.
✓ Your team no longer has to manually reach out for every part arrival, and homeowners hear back faster.
How it works for your industry
Residential Service and Replacement
- A plumbing job is paused because a specific water heater model was on backorder. When the part arrives and the job is tagged, the homeowner gets a text and books the return visit without your CSR making a call.
- An HVAC (heating, ventilation, and air conditioning) job is on hold for a compressor part. Once the part is received, the virtual agent reaches out the same day instead of waiting for the next check-in.
- A technician places an appointment on hold pending a part. When the part arrives, the homeowner can reply "Tuesday works" and the appointment is booked automatically.
How to prepare
01
Confirm Adaptive Capacity is configured for your business, since it's required for the virtual agent to offer valid appointment slots.
02
Confirm your team has Edit access to Virtual Agents in AI Concierge if they'll be setting up the campaign, or View access if they just need visibility.
03
Identify the job tag(s) your team already uses (or plans to use) to mark "parts received," since the automation defaults to a job-tag trigger.
04
If you use Dispatch Pro Console rules to detect parts arrivals, confirm which rule you want to use as the trigger instead of a tag.