This improvement helps your emails reach the inbox instead of the spam folder by validating sender addresses.
What's changing with the deprecation of custom "From" and "Reply-To" email addresses?
Previously, you could use any email address in the "From" or "Reply-To" fields of emails, even if the domain was not verified. ServiceTitan now checks if your email domain is on an approved whitelist. If the domain is not verified, ServiceTitan automatically changes the sender address to a standard no-reply email. This change helps prevent email providers from blocking your messages as spam.
Before and After
Before (Current)
Go to Settings > Communications.
Enter a custom email address, like dispatch@mycompany.com, in the From or Reply-To field.
Send a job confirmation to a homeowner.
The homeowner sees the email is from dispatch@mycompany.com, even if you did not verify the domain.
Try the current workflow in your account.
After
Go to Settings > Communications.
Enter a custom email address, like dispatch@mycompany.com, in the From or Reply-To field.
Send a job confirmation to a homeowner.
If the domain mycompany.com is not verified, the homeowner sees the email is from noreply@servicetitan.com.
If the domain is not verified, you'll receive a notification providing guidance on enabling domain whitelisting.
Impact: The email is more likely to arrive in the inbox because it comes from a trusted address.
Test the changes in the NEXT environment.
Who uses this feature
All business types
Administrators, managers, CSRs
Region availability: All regions
How it works for your industry
Residential Service and Replacement
An office employee sets the Reply-To as a personal email for dispatch notices. If the domain is not whitelisted, it gets replaced with noreply@servicetitan.com.
A CSR creates a booking confirmation email using a custom From address. Without whitelisting, the sender is switched to noreply.
A manager trying to monitor responses from customers sees that replies are routed incorrectly if a domain isn't approved.
Commercial Service and Replacement
A team handling a high-volume maintenance account uses a custom support@businessname.com Reply-To. Without whitelisting, the no-reply email is enforced.
The dispatch manager sets a custom From field for escalation notices. Emails get blocked unless the domain is on the approved list.
Job confirmation emails show noreply@servicetitan.com if the business hasn't registered their domain.
Residential Construction
A scheduler uses a domain like office@buildhomesfast.com for job updates. If not whitelisted, the default no-reply is used instead.
A project manager attempts to customize email replies to reach their own address. ServiceTitan replaces it unless the domain is approved.
Office employees may see unexpected email behavior when Reply-To fields are set but domains are not registered.
Commercial Construction
An account sends project invoices from custom domains. Without approval, those messages show a default sender.
Admin staff setting From fields for estimates are unaware of domain rules. Email deliverability suffers until corrected.
A builder's customer communications department sees Reply-To replaced unless their domain is cleared.
How to Prepare
Identify any email addresses currently used in From or Reply-To fields.
Confirm if those domains are whitelisted with ServiceTitan Support.
Train staff on the new email behavior and why custom addresses may no longer appear.
Align workflows to use noreply@servicetitan.com where needed.
Bookmark instructions for requesting domain whitelisting through Support.