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?
Coming ST-80
You can set up your email domain directly in ServiceTitan without contacting Support.
Go to Settings > Communications > Email Domains
Click + Add Domain and follow the steps
For a detailed walkthrough, see Set up your email domain for ServiceTitan communications.
If you're not comfortable making DNS changes yourself, or if you run into issues, contact ServiceTitan Technical Support.
Share your domain: Tell Support the domain you want to use
Receive your DNS records: Support sends you the CNAME records to add
Add the records: You or your IT team add them to your domain provider
Verify: Once the records are in place, Support or you can verify the domain in ServiceTitan.
Update your email settings: After verification, update your email settings to start sending from your new address.
Note: This applies to emails ServiceTitan sends to your customers — such as invoices, estimates, and appointment confirmations. Marketing Pro email domains are set up separately in your Marketing settings.
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.
Want to learn more?
See Set up your email domain for ServiceTitan communication