Overview
Set up arrival windows to control how estimated arrival times appear in your booking confirmations and reminder notifications.
Who uses this feature
Administrators and office employees
Applies to all business types
Change the arrival window settings for customer notifications and confirmations
To change the arrival window settings for customer notifications and confirmations:
Go to Settings > Communications > Customer Notifications.
Click Booking Confirmations and Reminder Notifications.
Click the Settings tab to see arrival window options for Business Hours and Job start time + Job Type Duration.
Note: If arrival window settings are already configured in Settings > Operations > Job Booking and in Settings > Operations > Arrival Windows, then any arrival window settings in Settings > Communications > Customer Notifications are overridden and hidden. For more, see Set up arrival windows.
Note: Whichever arrival window option you choose, this applies to both your booking confirmations and reminder notifications, you can't have different arrival windows set for each one.
Understand arrival window options
Your customers see an arrival window in their booking confirmations and reminder notifications.
In the booking confirmation text message example below, the arrival window provided is between 1:00 PM and 4:00 PM.
Here's an explanation of your arrival window options:
Business Hours | This is the default setting where the customer’s arrival window is determined by the time slots set up in Settings > Operations > Business Hours. |
|---|---|
Job start time + job duration | With this option, the customer’s arrival window begins at the job start time. The job end time is determined by the job duration entered in Settings > Operations > Job Types. |
Don't provide the customer with any arrival window | For this option, you must customize the notification message and remove the arrival window start and end times. For more, see Customize notification message templates. |
How arrival windows work with business hours
By default, booking confirmations and reminder notifications for customer arrival windows are determined by the time slots set up in your business hours in ServiceTitan.
For example, a customer has a job booked for 1:00 PM on Monday. In your business hours, you have a time slot set up for 1:00 PM to 4:00 PM, Monday through Friday.
When the customer receives a booking confirmation or reminder notification, the message provides them with an arrival window of 1:00 PM to 4:00 PM.
Tips for customizing arrival windows and notification messages
I want to....
| Which option should I choose?
| What should my notification messages say?
|
|---|---|---|
Provide the customer with an arrival window based on the time slots in my business hours | Business Hours | This is the default setting. A default message is set up for you, however, you can also choose to customize the default message. Here's an example of how you could customize the notification message: “A reminder: your appointment with [Business Unit Name] is scheduled for tomorrow, [Job Date] between [Arrival Window Start Time & Arrival Window End Time] at [Service Location Address]. Please text us back to confirm your appointment. To make any changes, please call [Business Unit Phone Number].” |
Provide the customer with a start and end time for the appointment | Job start time + job duration | The Arrival Window Start Time will be the scheduled start time of the job. The Arrival Window End Time will be determined by the job duration set up in the job type (Settings > Job Types > Job Duration). Example of how you could customize the notification message: “Your appointment with [Business Unit Official Name] has been scheduled for for [March 23 (Job Date)] at [652 Main Street Los Angeles, CA 90018 Service Location Address] from [4:00pm (Arrival Window Start Time) to 6:00pm (Arrival Window End Time)]. We will update you to let you know when the technician is on the way (please allow up to 30 minutes for arrival). We look forward to serving you.” |
Provide the customer with the appointment start time but no end time | Job start time + job duration | Your notification message can include the Arrival Window Start Time only. You can delete the Arrival window End Time if desired. Example of how you could customize the notification message: Your appointment with [Business Unit Official Name] has been scheduled for [March 23 (Job Date)] at [4:00pm (Arrival Window Start Time)] at [Service Location Address]. We will let you know when your technician is on the way (please allow up to 30 minutes for arrival). We look forward to speaking with you about your needs.” |
Tip: Many companies ask their customers to confirm appointments. If the customer texts you back to confirm, you see the their message on the Dispatch Board.