Overview
Give your customers a modern-day service experience and increase office efficiency by setting up, enabling, and using customer notifications customized to your business needs.
Who uses this feature
Office employees
Things to know
You can send automatic notifications by text or email to confirm bookings, remind customers about appointments, let customers know their technician has been dispatched, and solicit feedback via customer surveys.
If your technicians are using ServiceTitan Mobile and are on a native GPS device, you can enable real-time technician tracking. This gives your customers a modern-day service experience, allowing them to track the arrival of their technician in real-time, similar to today’s popular ride-sharing and food delivery apps.
Notifications help to increase office efficiency by reducing missed appointments and cancelations as well as keeping technicians accountable by allowing customers to track the technician’s route to the job site.
You can customize notifications for your company's needs. For example, some companies like to tell the customer to email or text back "confirmed" in response to booking confirmations.
Default settings for customer notifications
Configured text notifications will are sent to all phone numbers associated with a customer's account. This includes any land lines, in case a mobile number has been entered as a land line.
Configured email notifications will be sent out to all of the customer's email addresses.
Configured job notifications are turned on by default for residential and commercial jobs.
Set up customer notifications
To start using customer notifications, you will need to complete setup.
FAQ
How often are customer surveys sent to my customers?
Surveys are only sent to customers one time: when the job is completed.
What's the difference between an SMS and MMS text message?
SMS stands for short message service. This is commonly referred to as a text message that contains text only. Almost all mobile phones accept this kind of messaging. ServiceTitan uses SMS for reminder notifications.
MMS stands for multimedia messaging service. These are text messages that include pictures, video, or audio content. A mobile device without a camera may not accept inbound MMS text messages. ServiceTitan uses MMS for dispatch notifications, which include the technician's profile picture.
How do I tell if notifications are on or off?
In your customer notifications settings at Settings > Customer Notifications, there are four sections: Booking Confirmation, Reminder Notifications, Technician Dispatched, and Job Completion Surveys.
On this screen, you can see which notifications have been turned on.
A green checkmark means notifications are on.
A gray checkmark means notifications are off.
You can also click into the notification to see if it's enabled.
How do I see confirmation that notifications have been sent out to a customer?
All notifications sent to customers are logged in the job history.
How do I change my email domain from ServiceTitan's standard setup to my company's domain?
If you do not want emails to your customers to come from noreply@onservicetitan.com, or if you need to change your domain or host, please reach out to ServiceTitan Technical Support.
Here's what the process typically looks like:
Provide Your Domain Name – Contact Support and share the domain you want to use. They request domain authorization.
Receive CNAME Records – Support sends you the CNAME records that need to be added to your domain.
Update DNS Records – You (or your IT team), with assistance from Support if needed, add the provided CNAME records to your DNS settings.
Backend Configuration – After the DNS records are set, the Support team makes backend changes to disable the default ServiceTitan email domain and enable your custom domain.
Note: This process applies only to transactional emails (not Marketing Pro emails). Transactional emails include items like invoices, estimates, and job reminders.
Are there customer notifications for canceled jobs?
No, there isn't an option to enable customer notifications for when a job is canceled. For more on customer notifications in ServiceTitan, see Customer notifications.
Are there customer notifications for technician arrival?
No, there isn't an option to enable customer notifications for when a technician has arrived to a job appointment. For more on customer notifications in ServiceTitan, see Customer notifications.
Is it possible to send multiple appointment reminders to customers for jobs scheduled months in advance?
No, ServiceTitan's reminder notification feature sends only one reminder for each appointment. This reminder can be configured to send either the day before or exactly 24 hours before the job. Currently, there is no built-in option to automate multiple reminders, such as one month, one week, and one day before the appointment.