This is a new feature that enables technicians to collect customer signatures on standard and PDF forms contactlessly by sending a secure link via email or SMS, so customers can review and sign on their own devices.
Note: Sending estimates for remote e-signature is existing functionality available through Online Estimates.
What's new?
Before, technicians had to hand their device to customers to collect signatures on forms in the field, which could create friction, hygiene concerns, or customer hesitation. Now, technicians can send standard and PDF forms directly to a customer's email or phone through Visit Assistant. Customers review and sign on their own device, and signed documents are automatically added to the job audit trail.
Note: Sending estimates for e-signature through Visit Assistant works the same way it does today through Online Estimates—this part of the workflow is not changing.
Resources
Before and After
Before (Current)
The technician completes a form on their device.
The technician hands their device to the customer to review and sign the form.
The customer signs on the technician's device.
The technician retrieves their device and continues the job workflow.
Impact: Sharing devices can cause friction and delay job completion, especially when customers are hesitant to handle a technician's phone or tablet.
After
The technician completes the required fields on a standard or PDF form.
The technician taps E-Sign from the form and selects or enters the customer's email address (required) and mobile number (optional).
The customer receives a Visit Assistant link and signs the form on their own device.
The signed form is automatically added to the job audit trail, emailed to the customer, and the form signatures update in real time.
Impact: Technicians can collect signatures on forms without sharing devices, while the existing estimate e-sign experience remains consistent with what customers already know.
Who uses this feature
All business types
Technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A technician finishing a commercial heating, ventilation, and air conditioning (HVAC) service visit needs a facilities manager to sign a required compliance form. The technician sends the form via Visit Assistant so the manager can sign from their office without interrupting the technician's workflow on-site.
Commercial Service and Replacement
A technician finishing a commercial heating, ventilation, and air conditioning (HVAC) service visit needs a facilities manager to sign a required compliance form. The technician sends the form via Visit Assistant so the manager can sign from their office without interrupting the technician's workflow on-site.
Residential Construction
A technician needs a customer to sign a required acknowledgment form before starting work. The technician fills in the required fields, taps E-Sign, and sends the form. The signed document is stored with the job and emailed to the customer automatically.
If the customer has not signed by the time the technician is ready to begin, the technician can check the signatures in the app for real-time status and resend the link if needed.
Commercial Construction
A technician on a large commercial build needs to collect signatures on multiple compliance forms before a phase is marked complete. The technician sends each form individually from the Forms tab, and status updates appear in real time as the customer signs.
How to Prepare?
E-Send Forms is available to all customers with the Field Mobile App at general availability (GA). No additional configurations are required to enable this feature. Confirm that technicians have the Enable Visit Assistant and View Forms permissions enabled in their role settings.
Confirm that customer records at the job location and bill-to contact include up-to-date email addresses and mobile phone numbers so technicians can use pre-filled contact options when sending documents.
Train technicians on the two E-Sign entry points: the E-Sign option in Presentation mode for estimates, and the E-Sign option from the Forms tab for standard and PDF forms. Customers can still sign these themselves through the Customer Portal.
Let technicians know that sending forms for E-Sign requires an active internet connection. If a device is offline, the E-Sign option on the Forms tab will be unavailable until connectivity is restored.
Bookmark the Send forms and estimates for e-signature in the ServiceTitan Field Mobile App article in the Knowledge Base for reference during rollout.