--- title: "Set up Contract Builder" slug: "set-up-contract-builder" updated: 2026-10-16T02:44:35Z published: 2026-10-16T02:44:35Z canonical: "help.servicetitan.com/set-up-contract-builder" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up Contract Builder # **Overview** ServiceTitan provides pre-designed contract templates with basic design elements that are ready for printing. To get started more effectively, copy a predesigned template and customize it to match your branding and business requirements. You can also group your contract document templates into a contract template package, so that Technicians can select one package instead of picking individual documents each time. The package renders the correct documents automatically at contract time, based on conditional logic rules you set. > [!NOTE] > **Note:** The proposal template includes an Attachments section that displays the pictures and files you choose to include in the proposal sent to your customers. --- ### #### Who uses this feature - Administrators, managers, technicians, and sales managers - Primarily benefits Residential Service and Replacement business types - Applies to Roofing trade #### Feature configuration - This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, join the waitlist [here](https://docs.google.com/forms/d/e/1FAIpQLScGbQLsGL19mXsF2L7R9XaWjcVAI7_0gGcrY7XSZ-NtR7UG6w/viewform). - [Spec-based estimate templates](/roofing/docs/set-up-spec-based-estimate-templates) are required to use this feature. ## **Things to know** - You can access *Contracts* in ServiceTitan from the following four locations: - **Follow Up > Contracts** - **Customer Location** record **> Contracts** section - Job record **> Contracts** section - **Opportunity > Contracts** For more, see [View and Manage Contracts in ServiceTitan office](/v1/docs/view-and-manage-contracts-in-servicetitan-office). - A final contract PDF cannot be larger than 32 MB, or it cannot be loaded into DocuSign for signing. Since packaging multiple templates into one contract or using uploaded PDF contract templates can increase the file size, make sure the final contract PDF is at or under 32 MB before sending it for signature. You can preview and download the PDF to check its size if you're unsure. ## **Before you start** Custom fields let you gather specialized information on the contract. For example, you can track details such as the scope area, and this information appears on the contract document you show and send to your customer. Custom fields also appear in Search and can be included in reports. If you want to include custom fields on your contract, create them first. You'll add them to your document template in [Step 2](/roofing/docs/set-up-contract-builder#_4lvfv2rxzo0c). ### **Create a custom field** 1. Go to the top toolbar and click the **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-k50stz18.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D). 2. In the side panel, click **Operations > Custom Fields**. 3. On the *Custom Fields* screen, click **Add**. 4. Enter a name in the **Name** field. 5. Select **Contracts** so the field appears in the contract. You can select multiple places for a custom field to appear. 6. From the **Type** dropdown, select the information you want the field to include: - **Text:** Letters, numbers, and symbols - **Dropdown:** A list of items to select from: 1. Enter the first item in the list in the **Option 1** field. 2. Click **Click to add option** to add another field. 3. Click and drag the arrows on the side of a field to change the list order. 4. Click **Remove** next to a field to delete it from the list. **Note:** You can include up to 1,000 options in the Custom Field dropdown. - **Numeric:** Numbers only. 7. > [!WARNING] > **Coming ST-81:** > > If **Contracts** is one of the selected locations, a **Make this a required field** checkbox appears below the *Type* selector. Select it if reps must fill in this field before they can advance to the next step in Contract Builder, send the contract, or e-sign it. > > > [!NOTE] > > **Note:** This checkbox is unchecked by default for every existing and new Contract custom field, and contracts already Awaiting Signature, Sent, or Signed are not affected retroactively. 8. When you're finished, click **Save**. ## **Step 1: Set up Document Template** To set up a contract document template, you can create one from scratch, import an existing PDF, or duplicate an existing template to customize it for your needs. For more on how to set up contract templates with PDF upload, see [Import your PDF contracts into Template Manager](/v1/docs/import-your-pdf-contracts-into-template-manager). ### **Option 1: Create contract template from scratch** 1. Go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-whsnxkxv.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D). 2. In the side panel, go to **Operations > Document Templates**. 3. On the *Template Manager* screen, click **Create Template > New Template**. The *Create Template* pop-up window opens. 4. On the *Create Template* window, enter a new **Template Name** and select the *Type* as **Contract**. 5. When finished, click **Confirm**. After creating the template, move to the [next step](/v1/docs/set-up-contract-builder-copy#step-2-edit-the-contract-template) to enter information and set it up according to your business needs. ![Creating a roofing contract template with a confirmation button highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-0llkudyv.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) ### **Option 2: Copy existing template** 1. Go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-8j1kicqf.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D). 2. In the side panel, go to **Operations > Document Templates.** 3. Search for the proposal template you want to duplicate and click **Actions > Duplicate**. > [!NOTE] > **Note:** Make sure the template Type is set to Contract. ![Template Manager interface showing options to manage templates and their statuses.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-81f16usj.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 4. On the *Duplicate Template* pop-up window that opens, enter a new **Template Name** and select the *Type* as **Contract**. 5. When finished, click **Duplicate**. After copying the pre-created template, move to the [next step](/v1/docs/set-up-contract-builder-copy#optional-step-3-group-templates-into-a-contract-template-package) to edit and customize the contract document template to your business needs. ![Interface for duplicating a roofing contract template with input fields and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-f8bnibno.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) For more on how to set up contract templates with PDF upload, see [Import your PDF contracts into Template Manager](/v1/docs/import-your-pdf-contracts-into-template-manager). ## **Step 2: Edit the contract template** After you've created or copied a template in [Step 1](/v1/docs/set-up-contract-builder-copy#step-1-set-up-document-template), you're taken directly to the template editor. Follow these steps to customize the template for your contracts. > [!NOTE] > **Note:** If you're returning to edit an existing template, go to **Settings > Operations > Document Templates**, find the template, and click **More ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-wtyj84ul.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) > Edit ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-4g1wx7hw.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D)**. The *Editable* column must be set to **Yes**. 1. Enter the *Template Details*: - **PDF Header:** Select a template to appear at the top of every page in the PDF or printed version of documents generated from this template. Commonly used for company logos, branding, or document identifiers. - **PDF Footer:** Select a template to appear at the bottom of every page in the PDF or printed version of documents generated from this template. Commonly used for page numbers, disclaimers, or contact information. - **Paper size:** Select **A4**, **Legal**, or **Letter**. - **Page margins:** Set the **Top**, **Left**, **Bottom**, and **Right** margins in millimeters. - **Orientation:** Select **Landscape** or **Portrait**. ![Template details for PDF including margins, orientation, header, and footer settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-h3fg6mmz.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 1. Set up the *Template Design*. This section lets you add components to your contract template. Components are placeholders that contain the data or layout elements that appear on the final contract. To add a component, click **Content** in the side menu, then drag and drop the component into the template area. Some common elements you may want to include for contracts include: - **Estimate ID:** Displays the ID of the estimate the contract is tied to, so both you and the homeowner have a clear reference. - **Estimate Options:** Shows the estimate options the homeowner selects from, for example, Good, Better, Best. - **Payment Information:** Shows the purchase price, deposit, and balance due, along with payment method details. - **Billed to Location:** Displays the customer location the contract is billed to. - **Custom Fields:** Adds the custom fields you set up in [Before you start](/v1/docs/set-up-contract-builder-copy#before-you-start), so contract-specific information such as scope area appears on the final contract. - **Attachments:** Includes supporting files, such as pictures or documents, you want to send with the contract. - **BU Logo** or **Logo:** Adds your company or Business Unit branding to the contract. 2. Add and configure an **E-Sign** component so that external signers and internal countersigners can sign the contract. After you drop the E-Sign component into the template area, configure it as follows: > [!NOTE] > **Note:** You can add the E-Sign component multiple times in a document template to include different types of content, such as Signature and Date Signed. - **Sign Label:** Add the signature field label you want to display on the document template. - **Recipient:** Select the person who needs to sign the document: - **Signer 1 (External):** Select this option if the signature field needs to be signed by the first external signer. For example, the customer. - **Signer 2 (External):** Select this option if the template requires a second external signer to sign this field. - **Signer 3 (External):** Select this option if the template requires a third external signer to sign this field. - **Countersign (Internal):** Select this option if this signature field needs to be signed by the internal signer who countersigns after the external signers. For example, the salesperson who completed the sale. - **Type:** Select the type of electronic signature option you want to add to the document: - **Signature:** Allows the signer to provide their full signature. - **Initials:** Allows the signer to add their initials, often used for quick acknowledgments. - **Date Signed:** Automatically records the date when the document is signed. - **Full Name:** Pulls up the signer's full name. 3. When finished, click **Save and Publish**. ![Office renovation estimate document showing total cost and service descriptions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-191kayl0.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) ## **(Optional) Step 3: Group templates into a contract template package** Group multiple contract templates into a contract template package so Technicians can select one package instead of picking multiple individual documents each time. Packages support conditional logic, so you can control which documents are included based on job data such as business unit, job type, or contract value. > [!NOTE] > **Note:** This step is optional. Technicians can still select individual templates when creating a contract. ### **Create a package** > [!NOTE] > **Note:** Every contract template package must include at least one template with an e-sign component. If no template in the package has an e-sign component, the *No e-sign component* banner appears on the package screen, and Technicians cannot submit a contract using that package. 1. Go to the navigation bar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-u9ahaycw.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D)**. 2. In the side panel, click **Operations > Document Templates > Document Template Package**. 3. On the *Document Template Package* screen, click **+ New Package**. ![Template Package Creator interface displaying active contract package details and options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-tmbwqizx.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 4. Click **Edit Title ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-g71b9b5t.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D)** and enter a title for the template package. ![Editing the title of an untitled template package in a user interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-o5bsbjo0.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 5. In the *Template Library* section, click **Add** next to each template you want to include in this package. Selected templates appear in the *Document Order* section on the right. ![User interface for creating a package with template options and document order.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-mg5pyi9c.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 6. In the *Document Order* section, drag the templates into the order you want them to appear in the generated contract. 7. Review the *Package Variations Summary* to see how many document combinations are possible based on the current package setup. Click **View All Variations** to preview each combination. ![Package variations showing templates with specific instructions for each option listed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-tvcxedcp.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 8. (Optional) To assign the package to specific business units, click **More**, and then **Assign BU**. Select one or more business units and click **Save**. ![Popup window for assigning business units with options to add and save selections.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-d29u11wz.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 9. When finished, click **Publish**. ### **Configure conditional logic** Conditional logic at the package level determines which documents are included when a contract is generated from the package. You can define conditions based on ServiceTitan data points, such as job type, business unit, contract value, or form field responses. 1. Open the package you want to configure, or continue from the *Create a package* steps. 2. In the *Document Order* section, click the expand arrow next to the template you want to apply conditions to. ![Template package creator interface showing document order and package variations summary.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-82wcv6p5.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 3. Click **Set Conditions** to open the *Conditions* window. ![Document order interface showing templates and conditional logic settings for merging documents.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-o70ul0ba.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 4. At the top of the window, select **All** to require all conditions to be met, or **Any** to trigger when at least one condition is met. 5. From the first dropdown, select **Show** to include the template when conditions are met, or **Hide** to leave it out when conditions are met. 6. Configure the condition row: - **Data point:** Select the ServiceTitan data point to evaluate, for example, *JobInformation - Job Business Unit*. - **Condition:** Select the comparison operator, for example, **Equals**. - **Value:** Enter the value to compare against. ![Conditions setup for showing plumbing job business unit in a template.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-dhpkbz19.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 1. (Optional) To add more conditions, click **+ Add Condition**. 2. When finished, click **Save**. ## **Step 4: Set up material variations for style and color selection** You need to set up Configurable Services with attached materials to allow technicians to select specific materials or equipment while performing services. This helps them select the right variation of material and track the actual part used. These variations are used as style and color selections in your contracts. ### **Add variations for your materials** You can add your own variations on the *Materials* screen. 1. Go to the navigation bar and click **Pricebook**. 2. In the side panel, click **Materials**. 3. Enable inline editing by turning on the **Edit Mode** toggle. 4. Click **Add Variation** to create a new variation. For more, see [Use Configurable Services with Pricebook and Pricebook Pro in ServiceTitan and ServiceTitan Mobile](/v1/docs/configurable-services-with-pricebook-pro). ## **Step 5: Set up Document Email Template** Customize the document email template to include information specific to your business. 1. Go to the top toolbar and click **Settings** . 2. In the side panel, go to **Invoicing > Emails**. 3. On the *Email Settings* screen that opens, click **Document** to create a template. 4. In the **From** fields, enter your company name and email. 5. (Optional) In the **BCC** field, enter the name and email address to which you want to send a blind carbon copy of the estimate. Customers cannot see the BCC recipient in their email. > [!NOTE] > **Note:** The BCC field is not available for E-Sign email templates. 6. In the **Subject** field, enter a subject line for your email. For example, for contract emails, you can enter: *Your contract from [your company name]*. 7. In the **Body** field, add placeholders for the information you want to show up on the email. Placeholders let you add customer-specific content to your templates. For example, start the email with *Hello {CustomerName}* and continue from there. When the email is sent, *{CustomerName}* is replaced by the full name of the customer. You can also: - Add a clickable link to your business as well as your company logo to the body of the email. If you use social media, add those links, too. For more, see [HTML code](/roofing/docs/customize-email-templates). - If you run multiple businesses, use the {BusinessUnitName} and {BusinessUnitPhoneNumber} placeholders in the statement email template to help your customers identify the company they did business with, in the statement email. **Note:** Use these placeholders only if each customer is assigned to a single business unit. 8. You can also add **{OnlineContractLink}** placeholders to include the online contract link in the email, so the customer can navigate to the Customer Portal, choose the preferred estimate option, and sign the document. 9. In the *Preview* section, check to ensure everything looks correct, and then click **Save**. ## **Step 6: Set up Contract Alerts** Set up contract alerts in your settings to get notified when a contract is viewed or signed. 1. Go to the top toolbar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-inpqpfd3.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D)**. 2. In the side panel, click **Integrations > Alerts**. 3. In the *Alerts* screen that opens, click **Add** to add a new alert. ![User interface for managing alerts with options to add, activate, or deactivate notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-contract-builder---copy-image-fzdl8bal.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A49%3A45Z&se=2026-11-01T20%3A49%3A45Z&sr=c&sp=r&sig=Q%2B4aKGm5LJ3LVYsA338JVZTzw10GThJUCbUXFTeLDyA%3D) 4. From the *Add alert* window, enter the alert details: - **Type:** Select one of the following options: - **Customer Signed Contract:** Get notified when the homeowner selects the desired estimate and signs the contract. - **Customer Viewed Contract:** Get notified when the homeowner views the contract. - **Delivery Method:** Select the channel by which you want to send the alert. **Note:** Both Email and SMS are selected by default as delivery methods. - **Recipients:** Enter the name of the users who you want to get the alert. 5. When you're finished, click **Save**. ## **Want to learn more?** - See [Use Contract Builder in ServiceTitan Mobile](/v1/docs/use-contract-builder-in-servicetitan-mobile) - See [View and Manage Contracts in ServiceTitan office](/v1/docs/view-and-manage-contracts-in-servicetitan-office) - See [Create a new document template with Template Manager](/roofing/docs/create-a-new-document-template-with-template-manager) The core work record in ServiceTitan representing a service request, containing appointments, invoices, estimates, and notes. **What it does:** Acts as the operational and financial center of gravity for all work performed — everything is tied to a Job. **Also called:** Work order, Service ticket **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) An internal division within ServiceTitan used to segment work, reporting, and accounting — for example, “Resi HVAC” vs. “Commercial Plumbing.” **What it does:** Lets multi-trade or multi-division businesses track performance, capacity, and financials separately per division. **Where to find it:** Settings › Business Units. **Also called:** Trade division, Service line, BU **Tags:** Core [Learn more →](https://help.servicetitan.com/docs/add-and-edit-a-trade-or-division) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A self-service web portal where customers can view job history, request service, make payments, and communicate with the business. **What it does:** Reduces inbound call volume and improves customer satisfaction by giving homeowners 24/7 access to their service records. **Also called:** Customer self-service, Online portal **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns