This improvement gives administrators control over when booking confirmation emails are sent, so businesses can stop sending redundant emails for last-minute and same-day appointments without turning off notifications entirely.
.png?sv=2022-11-02&spr=https&st=2026-05-14T13%3A06%3A41Z&se=2026-05-14T13%3A21%3A41Z&sr=c&sp=r&sig=1%2B46lxs1Yde%2FcxfMaOe7HzOlrzeyORAOYMPTQZKI3j8%3D)
What's changing?
Previously, the only way to stop booking confirmation emails for short-notice appointments was to turn off all booking confirmation emails company-wide — which also stopped confirmations for jobs that did warrant one.
Now, administrators can enable the Skip confirmations for last minute bookings toggle in Settings > Customer Notifications > Booking Confirmations and set a Minimum hours before appointment threshold. When a job is booked within that window, the confirmation email is suppressed. Jobs booked further out send as normal. The toggle is off by default.
In the Add Appointment flyout, the Send booking confirmation checkbox label now updates in real time to show exactly what will be sent: text, email, or both. If the appointment falls within the threshold, the checkbox grays out automatically. The tooltip on the grayed-out checkbox now covers all reasons it may be disabled. The 3-dot menu Send booking confirmation option remains a manual override and always sends regardless of the threshold.
Before and After
Before (current)
A customer calls to book a same-day repair. The Customer Service Representative (CSR) schedules the appointment and books the job.
ServiceTitan sends a booking confirmation email immediately — even though the technician is arriving in two hours.
To prevent this, an administrator turns off all booking confirmation emails company-wide.
Jobs booked days in advance no longer receive confirmation emails either, creating a gap in customer communication.
Impact: Businesses cannot prevent redundant confirmation emails for last-minute bookings without disabling confirmations entirely for all appointments.
Try the current workflow in your account.
After
An administrator enables the Skip confirmations for last minute bookings toggle in Settings > Customer Notifications > Booking Confirmations and sets a threshold of 4 hours.
A Customer Service Representative (CSR) books a same-day repair appointment arriving in two hours. In the Add Appointment flyout, the checkbox label automatically updates — because the appointment falls within the threshold, it reads Send job booking text instead of Send job booking text and email.
ServiceTitan suppresses the confirmation email automatically. The customer receives a text notification but no redundant email.
A separate job booked 6 hours before the appointment is outside the threshold, so the confirmation email sends as normal.
Impact: Businesses reduce inbox noise for short-notice appointments while keeping timely communication on for jobs booked in advance — without touching company-wide notification settings.
Test the changes in the NEXT environment.
Who uses this feature
All business types
Administrators, Customer Service Representatives (CSRs), Dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A plumbing company frequently takes emergency calls. When a job is booked 90 minutes before the appointment, the threshold suppresses the confirmation email — the technician is already on the way, and an email adds no value to the customer.
A Customer Service Representative (CSR) books a follow-up appointment the same day to send a different crew. With the threshold set to 24 hours, the second booking does not trigger a confirmation email, preventing the customer from receiving multiple emails in a short window.
An administrator sets a 4-hour threshold. When a CSR selects a same-day time in the Add Appointment flyout, the checkbox label switches automatically from Send job booking text and email to Send job booking text, giving the CSR real-time visibility into what will be sent before submitting the booking.
Commercial Service and Replacement
A commercial heating, ventilation, and air conditioning (HVAC) contractor responds to emergency callouts in office buildings. The company sets a 2-hour threshold so that confirmation emails only go out for planned maintenance visits — not reactive callouts where the facility manager is already expecting someone shortly.
A dispatcher adds a follow-up appointment to an active job. Because the appointment is within the configured threshold, no confirmation email fires, reducing communication overhead on an already-active work order.
An administrator uses the 3-dot menu Send booking confirmation override when a tenant specifically requests written confirmation for a same-day visit. This manual override always sends the email regardless of the threshold.
Residential Construction
A roofing contractor schedules a next-day inspection after a storm. The threshold is set to 24 hours, so the confirmation email sends normally. When the team books a same-day walk-through later that afternoon, no email fires, keeping communication relevant to the project phase.
A Customer Service Representative (CSR) books a mobilization visit only a few hours before arrival. In the Add Appointment flyout, the checkbox grays out and the tooltip explains that the appointment falls within the configured threshold — giving the CSR clear context without having to check settings manually.
A project coordinator reviews booking confirmation settings after onboarding a new business unit. Because the toggle is off by default, no changes apply until the administrator deliberately enables the suppression threshold.
Commercial Construction
A general contractor manages multiple subcontractor visits each day across a large project site. Setting a 4-hour threshold prevents confirmation emails for same-day coordination visits, reducing inbox noise for site supervisors who already know the schedule.
A project manager books an afternoon safety inspection only a few hours out. The suppression threshold is active, so no email fires. If the inspector needs written confirmation, the dispatcher uses the 3-dot menu override to send it manually.
An administrator configures the threshold at the tenant level, and the setting applies to all appointments across the project — no per-job configuration needed.
How to Prepare?
Identify which job types or workflows most often involve same-day or last-minute bookings, and decide on a minimum hours threshold that fits your team's communication needs.
Have an administrator go to Settings > Customer Notifications > Booking Confirmations, enable the Skip confirmations for last minute bookings toggle, and set the Minimum hours before appointment value.
Brief your Customer Service Representatives (CSRs) on the updated Send booking confirmation checkbox behavior in the Add Appointment flyout — the label now reflects what will actually be sent, and it updates in real time as appointment times change.
Remind your team that the 3-dot menu Send booking confirmation option on an existing appointment is always a manual override and sends the email regardless of the threshold.