This enhancement adds a configurable short-answer question to your scheduler so you can collect a piece of business-specific information from each customer at booking, with the answer flowing straight into the Job Record summary in ServiceTitan.
What's changing?
Before, your scheduler's Additional Details step accepted only free-form notes from a customer, which meant you had to follow up by phone or email when you needed a specific piece of information such as a member rewards number, a maintenance plan check, or a referral name. With this enhancement, an administrator can add one short-answer question to the Additional Details section. The customer's answer is captured during booking and shown in the booked job's Job Record summary, so the office and field team see the information without any extra outreach.
Before and After
Before (Current)
A customer books an appointment through your scheduler and types any free-form notes in the Additional Details field.
The booking arrives in ServiceTitan with only the free-form note, and your team realizes a specific detail is missing.
A Customer Service Representative (CSR) calls or emails the customer to collect the missing information.
The CSR opens the job in ServiceTitan and types the information into the job notes.
The technician arrives at the home and references the notes during the visit.
Impact: You spend extra office time chasing details after the booking, and missed answers slow down dispatch and the visit itself.
Try the current workflow in your account.
After
As an administrator, go to Settings, then Marketing Integrations, and select your Scheduling Pro (WorkConnect) scheduler.
Open Edit, then Additional Details section, and type the question you want every customer to answer in the Custom Question field. Keep the question to 100 characters or fewer.
Save your changes. If you leave the Custom Question field blank, the question does not appear to customers.
A customer books an appointment through your scheduler and answers the question in the Additional Details step. The answer field allows up to 250 characters, with a live counter to show how much room is left.
The CSR or dispatcher opens the booked job in ServiceTitan and reviews the customer's answer in the Job Record summary, formatted as the question label followed by the customer's answer.
Impact: You collect the exact piece of information you need at booking, and your team has it on hand without extra phone calls or emails.
Who uses this feature
All business types
Administrators, Customer Service Representatives (CSRs), Dispatchers
Technicians (View customer answers in the Job Record summary on the Field Mobile App)
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A HVAC company asks every booking customer, "What is your member rewards number?" so the CSR can apply membership pricing and benefits the moment the call is reviewed.
A plumbing company asks, "Do you currently have a maintenance plan with another provider for this system?" to identify upgrade and switch opportunities before the technician arrives.
An electrical company asks, "Is there anything on your 'fix it eventually' list besides today's issue?" so the technician can quote additional work during the visit.
Commercial Service and Replacement
A commercial HVAC company asks, "How many rooftop units are at this site?" so dispatch can size the visit and assign the right truck before the appointment.
A commercial plumbing company asks, "Is the water shut-off accessible from the main entrance?" so the technician arrives prepared and avoids a delay on site.
A commercial electrical company asks, "Do you have an existing service contract with us?" so account managers can confirm contract pricing on the booking.
Residential Construction
A residential remodeler asks, "Do you have permit drawings ready for the consultation?" so the project manager (PM) can plan the discovery visit and bring the right tools.
A roofing replacement company asks, "What year was the home built?" to help the estimator pre-research code requirements before arriving.
A solar installation company asks, "What is your average monthly electric bill?" so the consultant can prepare a tailored proposal for the appointment.
Commercial Construction
A general contractor asks, "What is the project number you would like this work tied to?" so the office can link the booking to the correct job in ServiceTitan from the start.
A mechanical contractor asks, "Is a building access escort required?" so the foreman can plan crew arrival and avoid lost time at the gate.
A construction services company asks, "What is the requested phase start date?" to coordinate the visit with the broader schedule.
How to prepare?
Identify the single piece of information that would most help your office and field teams cut down on follow-up calls. Examples include a member rewards number, a maintenance plan check, or a "fix it eventually" prompt.
Decide on the wording for your question and keep it to 100 characters or fewer. Plan to write the question in the same voice and tone as the rest of your Additional Details step.
Train your CSRs and dispatchers to look for the new answer in the Job Record summary so they can act on it during scheduling and intake.
Brief your technicians on what to expect in the Job Record summary so they can use the customer's answer during the visit.
Bookmark the Knowledge Base article and any Academy videos for team reference.