Core Products
Dispatching
This improvement brings Flexible Timekeeping into the New Daily Dispatch Board so technician status, activity context, and Non-Job Events stay in sync with payroll reality in real time.
Scenario 1
A residential HVAC technician finishes a morning job early and clocks into a Commute activity in the Field Mobile App while driving to the supply house. The Dispatch Board immediately shows the technician's status as Driving, and the dispatcher knows not to assign a new job for the next 20 minutes.
Scenario 2
A dispatcher schedules a PTO event for a plumbing technician on Friday. ServiceTitan automatically creates the timesheet entry and blocks the technician's row on the Dispatch Board for the full day — no manual NJE needed.
Scenario 3
A residential electrician starts an unplanned Lunch break from the Field Mobile App. The Dispatch Board updates instantly to show Meal status, and the dispatcher uses the status filter to find available technicians for an urgent call instead.
This improvement to the Jobs Tray on the new Dispatch Board lets each dispatcher create, name, and arrange their own personal tabs so the jobs they care about most are always one click away.
Scenario 1
A dispatcher who handles multiple trade lines creates separate tabs for HVAC, plumbing, and electrical jobs. Each tab shows a live count of open appointments for that trade, so they can see their daily blend at a glance without toggling filters.
Scenario 2
A team that triages unassigned jobs every morning builds a tab filtered to unassigned status. The count badge updates in real time as jobs are booked or dispatched, keeping triage fast.
Scenario 3
If a dispatcher covers a specific zone or business unit, they create a tab pre-filtered to that area. Their personal tab row stays focused without affecting what other dispatchers see on their own boards.
This improvement to the existing Skills feature gives administrators, dispatchers, and operations managers a centralized skills settings screen with full visibility into how skills are assigned and used across the business.
Scenario 1
A residential heating, ventilation, and air conditioning (HVAC) dispatcher opens the Skills screen and sees that the Geothermal Repair skill has three technicians assigned but no job type linked. They edit the skill and add the relevant job type in the same modal, and the skill is now active in dispatch. No need to navigate to the job type record separately.
Scenario 2
An operations manager bulk-assigns the Air Conditioning (AC) Tune-Up skill to six technicians at once from the Technicians tab before the summer season starts, rather than updating each technician profile individually.
Scenario 3
When a manager adds a skill requirement to the No Cool job type, ServiceTitan applies that skill to all already-booked future No Cool jobs immediately. Technicians without the skill will be flagged before dispatch.
Financing
This improvement lets administrators assign more than one lender rate sheet to a single business unit, so different technician teams or business unit configurations can present the most relevant financing options for each job.
Scenario 1
A residential HVAC company with two Wells Fargo merchant IDs — one for full system replacements, one for service calls — can now assign both to a single business unit, so technicians always present the rate sheet that matches the job.
Scenario 2
A plumbing company with a Synchrony program for large repiping jobs and a second program for smaller repairs can configure both under one business unit without restructuring.
Scenario 3
When a homeowner finances a water heater replacement, the technician selects from the configured rate sheets in ServiceTitan Mobile, with the primary program displaying first.
Service Agreements
This is a new feature that lets administrators and office staff edit key details on an active service agreement — including duration, billing schedule, covered locations, and bill-to customer — without canceling and recreating the agreement.
Scenario 1
A homeowner moves to a larger property mid-agreement and wants to add their new address as a covered location. Open the active service agreement, select the **Locations** tab, add the new location, and save, without rebuilding the agreement.
Scenario 2
A customer switches from monthly to quarterly billing after two months of service. From the three-dot menu, select **Edit Duration and Billing Schedule**, choose the new billing schedule, and review the updated invoice table before saving.
Scenario 3
A dispatcher uses this feature in their daily workflow to improve efficiency and reduce manual steps.
Virtual Agents
This new feature adds an AI-powered SMS agent that automatically responds to inbound text messages with booking intent, qualifies leads, and books jobs through Adaptive Capacity, so your team never misses a text-based booking opportunity. ###
Scenario 1
A homeowner texts about a leaking water heater at 8 PM. The Inbound SMS agent responds in seconds, checks Adaptive Capacity, and books a next-morning appointment without any customer service representative (CSR) involvement.
Scenario 2
A prospect submits a form through your web scheduler and then texts a follow-up question about pricing. The agent recognizes the lead, personalizes the response, and completes the booking by text.
Scenario 3
During a weekend heatwave, your phones are overwhelmed with calls. Homeowners who text instead of calling get an immediate response from the agent, which books air conditioning (AC) repair appointments while your CSRs handle the phone queue.
Pro Products
Dispatch Pro
This improvement extends Dispatch Pro's optimization engine from a window of up to 10 days to up to 2 years, so pre-booked jobs receive AI-driven technician assignments and route planning from the moment they are scheduled.
Scenario 1
A plumbing company schedules a year of recurring water heater maintenance visits in one pass, and Dispatch Pro balances them across available technicians.
Scenario 2
A residential heating, ventilation, and air conditioning (HVAC) shop plans seasonal tune-up campaigns months ahead so spring and fall workloads are set before the rush.
Scenario 3
A membership-based service business pre-schedules every recurring visit tied to its plans without tracking them outside ServiceTitan.
Speed to Lead
Speed to Lead is a new feature that automatically engages incoming leads with an AI-powered SMS conversation and books jobs in real time, so you never lose a lead to slow follow-up.
Scenario 1
A plumbing company receives a lead from Angi at 7:45 PM after the office has closed. Speed to Lead sends the homeowner an SMS within seconds, offers the next available morning slot, and books a diagnostic visit without any customer service representative (CSR) involvement.
Scenario 2
An HVAC company runs a spring tune-up campaign on Facebook. As leads come in throughout the weekend, Speed to Lead engages each one with a personalized message and books tune-up appointments using real-time availability from Adaptive Capacity.
Scenario 3
An electrical contractor receives a Google Local Services Ad (LSA) lead while CSRs are handling a high call volume. Speed to Lead picks up the lead instantly, confirms the job type through the SMS conversation, and books the appointment before the homeowner shops around.
Early Access
Estimates
See linked Findings on an estimate and connect more with a few clicks, so the work a technician flagged stays attached to the quote. This is a new feature.
Scenario 1
A technician finds a cracked heat exchanger and logs a finding with photos and a recommended solution. The office opens the estimate and sees that finding at the top, with its urgency and details ready to share with the homeowner.
Scenario 2
An office employee searches by equipment name to link a prior finding to a new estimate, so a repair flagged on an earlier visit is quoted without re-entering the details.
Scenario 3
A sales rep presents options to a homeowner and opens a finding from the estimate to show the description and recommended solution that the technician recorded on site.
Financing
This new feature adds Affirm as a financing partner in ServiceTitan, so technicians can offer financing payment options directly from an online estimate and homeowners can split the cost of a job into smaller monthly payments.
Scenario 1
An HVAC technician arrives for a furnace replacement quoted at $2,400. When the technician sends the online estimate, the homeowner sees the Affirm "as low as" monthly option and pre-qualifies before the technician leaves the driveway.
Scenario 2
A plumber sends a $1,500 water heater estimate by text. The homeowner pre-qualifies for Affirm financing from the notification on their phone and pays the online invoice the same day, with no follow-up call needed.
Scenario 3
A technician is on a job where the homeowner was hesitant about the cost. The Affirm monthly payment option in the estimate helps the homeowner commit on the same visit instead of asking for time to think it over.