Dispatch Settings Reference Guide in ServiceTitan Max

Overview

This guide is a reference documentation for all Dispatch configuration settings, including zones, skills, alerts, and scoring rules. Use this guide to look up what each setting does, where to find it, and how it shapes Dispatch Pro's job-to-technician decisions across the rest of your ServiceTitan workflow.

Dispatch Pro is the automated dispatching engine inside ServiceTitan. It is powered by Titan Intelligence and works alongside the rest of your workflows — Scheduling, Contact Center, Pricebook, Field, Fleet, Marketing — to take a job from inbound demand to a technician's calendar with minimal manual intervention. Every setting in this guide changes how Dispatch Pro decides the right tech, at the right time, for the right customer.

Things to know

• Dispatch Pro is as effective as the data it has access to. Expect an adjustment period while you manage and revise your data and settings.

• The accuracy of Dispatch Pro increases with the amount of historical data in ServiceTitan.

• The value of Dispatch Pro is felt over a few weeks. The more jobs assigned by automation, the quicker the value is felt.

• In Auto Mode, the Dispatch Board is optimized automatically every 10 minutes.

Best practices

• Review and adjust settings during shoulder slow seasons to prepare for the busy season.

• If you have more than 10 technicians, cover multiple geographic areas, or have technicians who specialize in different job types, review settings before, during, and after enabling Dispatch Pro.

How Dispatch Pro fits in your ServiceTitan workflow

Dispatch Pro doesn't operate in isolation — it consumes data from upstream workflows and feeds decisions back to downstream ones. Use the table below to understand which settings depend on what your team configures in adjacent products.

Caution: When the Contact Center Pro AI Voice Agent books a job, that job is tagged with a Voice Agent tag on the job record and uses Adaptive Capacity to slot the appointment. Dispatch Pro then picks it up like any other job — meaning the rules you configure in Prioritization and the conditions you set in Console Rules can use that Voice Agent tag to surface those AI-booked jobs for dispatcher review.

Open Dispatch Pro settings

To reach every setting in this guide:

1. Go to the navigation bar and click Settings.

2. In the side panel, go to Dispatch Pro > Settings.

3. Click any of the following tabs to configure:        

   • Routing

   • Locking Jobs

   • Prioritization

   • Technician Settings

   • Technician Ranking

   • Business Units

   • Dispatch Pro Modes

For Console settings, go to Settings > Dispatch Pro > Console Settings, then choose Workstreams, Rule Priorities, or Rules.

Tip: Read the details listed under each setting in the product for helpful information, definitions, and recommendations.

Routing Settings

Use Routing Settings to tell Dispatch Pro how much routing and revenue to consider — and which groups of technicians to look at — when assigning jobs.

Setting 1.1 — Choose revenue versus routing balance

A slider that controls how heavily Dispatch Pro weighs technician performance for revenue versus pure routing efficiency:

• Only Routing — Focuses on technician availability, skills, and proximity without considering performance.

• Mostly Routing — Still looks at technician performance for revenue, but much less than Balanced or Revenue options.

• Balanced, Mostly Revenue, and Revenue — Increase the weight given to predicted revenue from each technician-job match.

Setting 1.2 — Choose maximum drive time between appointments

Select the maximum allowed technician drive time between appointments for your zones. Click an option within the slider, then click Save.

Setting 1.3 — Overwrite the maximum drive time for specific zones

Override Setting 1.2 for specific zones. For example, if Setting 1.2 is 60 minutes for all zones, in Setting 1.3 you can pick specific zones to cap at 45 minutes — Dispatch Pro will not send technicians more than 45 minutes away for those zones. Leave 1.3 blank if you want one drive-time limit for all zones.

Setting 1.4 — Choose the importance of end-of-day proximity to ending location

A slider that controls how important it is for Dispatch Pro to consider proximity to technicians' ending location addresses when assigning end-of-day appointments. This is based on the ending location selected in Setting 4.1 of Technician Settings.

Setting 1.5 — Choose how to group technicians for assignment

Dropdown that controls which technicians Dispatch Pro considers for each job:

• Zones — Only considers technicians assigned to the same zone as the job.

• Business Units — Only considers technicians assigned to the same BU as the job.

• Both Zones and Business Units — Only considers technicians assigned to both.

If a technician isn't assigned to any zones or BUs, Dispatch Pro assumes they can be assigned to any job.

Tip: For more flexibility, group technicians by zones. Technicians can be assigned to multiple zones but only one BU.

Setting 1.6 — Choose how to handle multiple time zones

Enable to have Dispatch Pro automatically identify time zones for each job based on ZIP code and for each technician based on their home address. If a technician's home address is unavailable, Dispatch Pro uses the business unit address instead.

Locking Jobs Settings

Use Locking Jobs Settings to tell Dispatch Pro how close to the end of the arrival window or business hours it can still reschedule an appointment.

Setting 2.1 — Choose how long before the end of the arrival window appointments can be rescheduled

Click the dropdown and select an amount of time. Prevents jobs from being scheduled too close to the end of the arrival window.

Note: If your company doesn't use arrival windows, this setting applies to business hours instead.

Setting 2.2 — Choose when to lock assignment and rescheduling

A slider that controls when Dispatch Pro stops moving each appointment. For example, choosing 30 minutes means Dispatch Pro stops moving appointments 30 minutes before the scheduled start time.

• Select zero minutes to let Dispatch Pro optimize until the last minute.

• Select Don't lock appointments until a technician is dispatched to react to last-minute changes without manual intervention. Useful for long or all-day arrival windows.

Tip: Never lock jobs if you use all-day or very long arrival windows.

Prioritization Settings

Use Prioritization Settings to tell Dispatch Pro how to prioritize certain job types and tags.

Setting 3.1 — Choose which job types to optimize automatically

When you enable Dispatch Pro, it's enabled for all job types automatically. In Setting 3.1, you can:

• Disable or enable Dispatch Pro for specific job types.

• Set technician ranking overrides for specific job types (these override the account-level Technician Ranking settings).

Individual changes — Find the job type and click Edit in:

• Dispatch Pro Status column — On or Off for that job type.

• Tech Ranking: Range column — How Dispatch Pro weighs short-term vs. long-term performance for this job type. Options: Default, Only Short Term, Mostly Short Term (75/25), Balanced (50/50), Mostly Long Term (25/75), Only Long Term.

• Tech Ranking: Leads column — Whether technicians get credit for Leads Created (the moment a lead is created — rewards proactive lead generation) or Leads Sold (only after the resulting job is completed and paid — ties credit to actual revenue). Default uses the account-level Technician Ranking setting.

• Tech Ranking: Metric column — Whether Dispatch Pro looks at conversion rate, average ticket, or a blend. Options: Default, Only Average Ticket, Mostly Average Ticket (75/25), Balanced (50/50), Mostly Conversion Rate (75/25), Only Conversion Rate.

Bulk changes — Select multiple job types (use Business Units and Skills filters), click Bulk Edit, and configure Dispatch Pro on/off, skills, expected duration, and the three Tech Ranking columns above.

Note: If a job type doesn't have Dispatch Pro enabled, the toggle can't be turned on manually on the job record. Enabling Dispatch Pro on a job type only affects jobs booked after that change.

Generate skills for job types — Click Generate Skills. On the Generate Skills screen, ServiceTitan's recommendations for Job Types & Skills are ready for you to apply. Edit any row if needed, then click Apply Generated Skills > Apply Skills.

Setting 3.2 — Choose which job types have a higher priority

Drag and drop job types into priority-level boxes. Dispatch Pro priority levels are different from typical job priorities (Urgent, High, Normal, Low) — for high-urgency jobs that you want assigned ahead of all other jobs, give them an Urgent priority level.

Tip: You don't have to assign priority levels to all job types. Start with the 5–10 most important.

Note: For top priority levels, Dispatch Pro tries to move the appointments to the earliest possible time within the arrival window or business hours. Unranked or lower-level job types are more likely to be pushed to the end of the arrival window or left unassigned in case of overbooking.

Setting 3.3 — Choose which tags show individual job priority

Drag and drop tags into priority-modifier boxes to boost or lower priority for individual jobs.

• A Member tag dropped into the ^ 1 Priority Level box boosts any job type's priority by one level for that individual job. Example: a No Cool job type at level 3, on an individual job with a Member tag, becomes priority level 2.

• A 12+ tag dropped into the Highest Priority Level box overrides job type priority entirely. The same level 3 No Cool job with a 12+ tag becomes level 1.

Cross-product workflow: Tags applied at booking — by a CSR in Contact Center, by the Voice Agent (which tags AI-booked jobs with a Voice Agent tag), or by a customer using Scheduling Pro — flow into the job record and trigger the priority rules you set here. This is how Dispatch Pro learns that a "high-value lead booked at 11 PM by the Voice Agent during an after-hours emergency" should jump the queue tomorrow morning.

Technician Settings

Use Technician Settings to control which technicians and technician attributes Dispatch Pro looks at when assigning jobs.

Best practices:

• Validate technicians' home addresses and assign them to zones and skills before enabling.

• If a technician's home address isn't validated, Dispatch Pro uses the technician's last coordinates or the business unit address.

• If a technician isn't assigned to a zone, Dispatch Pro assumes all zones are OK.

• If a technician isn't assigned to any skills, Dispatch Pro assumes they can perform all job types.

Setting 4.1 — Enable or disable Dispatch Pro for managed technicians

When Dispatch Pro is enabled, it's enabled for all managed technicians automatically. Override per technician here.

Individual changes — Hover over the Dispatch Pro Status column, click Edit, and select On or Off.

Bulk changes — Use the Business Units, Zones, and Skills filters (click Filter to combine all three). Click Bulk Edit, set status, and click Apply.

Setting 4.1 — Add helpers to managed technicians

In the Helpers column, add an active, non-managed technician (or a group of them) as a helper for a main, managed, Dispatch-Pro-enabled technician. Use this for helpers who stay with the main technician for the full day or week (you can switch them for the next day but not for individual jobs).

How helpers work:

• Dispatch Pro assigns future jobs and updates existing jobs to include both the main technician and the helper.

• The helper does not need the required skills, business unit, or anything else required for the job — only the main technician needs to meet job requirements.

• If you deactivate a helper's profile, they're removed from any Dispatch Pro–assigned jobs and from the Helpers column. Dispatch Pro stays enabled on those jobs.

• If you remove a helper directly from a job, Dispatch Pro is disabled for that job and can't be re-enabled until you either remove the helper from the main technician in the Helpers column, or add the helper back to the job.

• All performance credit goes to the main technician. Helpers don't get credit for revenue or conversion and aren't included in drive time or other calculations.

• The same helper can be assigned to multiple main technicians, but this isn't recommended — it may result in double-booking.

Setting 4.1 — Generate skills for technicians

Click Generate Skills. On the Generate Skills screen, ServiceTitan's recommendations for Technician & Skills are ready for you to apply. Click Apply Generated Skills, then Apply Skills.

Setting 4.1 — Overwrite settings for specific technicians

Use the table to adjust per-technician:

• Add or remove technician zones

• Add or remove technician skills

• Select maximum drive time between zones

• Choose routing versus revenue balance (overrides Setting 1.1 for this technician)

• Set end-of-day proximity importance

• Select starting location and ending location: Technician home address, Technician business unit address, or Custom address

Use Bulk Edit to apply changes across multiple technicians (except for starting/ending locations, which must be set individually).

Note: Changes to these settings apply going forward and may result in some technicians being reassigned.

Setting 4.2 — Associate skills with tags

Link skills to tags so Dispatch Pro automatically requires that skill on any job carrying the tag:

1. Click Select Tags and select tags from the dropdown.

2. Click Apply to add tags to the table.

3. Select the tags and click Bulk Edit Skills.

4. From the Skills dropdown, select the skills to associate.

5. (Optional) Select a business unit to limit the rule to that BU. If you don't select a BU, the rule applies to all jobs regardless of BU.

6. Click Apply, then Save.

Example: If you add a Ladder skill to an Attic tag, Dispatch Pro will only match technicians to Attic-tagged jobs if they have both the standard job-type skills and the Ladder skill.

Note: Associating skills with tags only affects Dispatch Pro jobs.

Technician Ranking Settings

Use Technician Ranking Settings to view and adjust how Dispatch Pro ranks technician performance. These rankings drive which technicians get the highest-value jobs first.

How Dispatch Pro calculates and ranks technician performance

Dispatch Pro ranks each technician's performance based on conversion rate and average ticket. Conversion rate and average ticket are calculated separately for jobs and leads, for each technician and each job type. Leads are defined as jobs generated by previous jobs, linked through either an estimate or as a Technician-Generated Lead (TGL).

Conversion rate and average ticket scores (0–100% and 0–1000% ranges):

• Job conversion rate score — Total sold jobs ÷ total completed jobs (excluding recall and warranty jobs). Range: 0–100%.

• Lead conversion rate score — Total sold leads ÷ total completed jobs. Range: 0–100%.

• Job average ticket rate score — Technician's average ticket for all sold jobs (excluding recall and warranty), expressed as a difference from the median for the job type. Range: 0–1000%.

• Lead average ticket rate score — Same calculation, for sold leads. Range: 0–1000%.

Technician performance windows:

• Short-term performance — Last 30 days.

• Long-term performance — Last 12 months.

By default, Dispatch Pro looks at average ticket and conversion rate equally, and short-term and long-term performance equally.

Things to know:

• Dispatch Pro only works with managed technicians.

• Technician Ranking Settings only update once per hour. After saving changes, allow at least one hour before changes are reflected on the Dispatch Board.

• Technician ranking overrides for specific job types in Prioritization Settings (3.1) override the account-level settings here.

Setting 5.1 — Short-term vs. long-term performance weighting

• Only Short Term — Only the last 30 days.

• Mostly Short Term — 75% short-term / 25% long-term.

• Balanced (default) — 50/50.

• Mostly Long Term — 25% short-term / 75% long-term.

• Only Long Term — Only the last 12 months.

Setting 5.2 — Average ticket vs. conversion rate weighting

In Setting 5.2, choose how Dispatch Pro calculates technician performance based on either lead creation or lead sale completion:

• Leads Created — Technicians earn credit as soon as they create a lead. Shortens the performance measurement cycle and rewards proactive lead generation.

• Leads Sold — Technicians earn credit only after jobs generated from their leads are completed and payment is received. Extends the cycle but ties credit directly to actual revenue.

Setting 5.3 — Technician minimum job count threshold

Minimum number of jobs a technician must complete to receive a specific ranking. Default is 5. Range is 3 to 10.

• Large shops with strong per-job-type data — choose a higher number.

• Small shops or many new job types — lower this to 5 (or 3 when necessary).

Setting 5.4 — Rank technicians without enough data

How to rank technicians who don't yet meet the Setting 5.3 threshold:

• Bottom — Ranked at zero.

• Below Average — 40th percentile for the job type (default).

• Average — Above the 50th percentile for the job type.

Cross-product workflow: The same conversion rate and average-ticket data that drives Dispatch Pro's ranking also feeds the Dispatch Pro Technician Performance report in Reporting Library and the Job Score / Lead Score columns in Supervisor Console. Managers use those scores to plan ride-alongs, coaching sessions, and pricebook training inside Pricebook — closing the loop between dispatch decisions and field execution improvements.

Business Units Settings

If your shop handles multiple trades or lines of business, use Business Units Settings to customize Dispatch Pro behavior per business unit.

Setting 6.1 — Choose whether you want different settings for each business unit

Per business unit (search by name or use filters), edit:

• Location Preferences — Enabled: Dispatch Pro prioritizes assigning a preferred technician or someone who has recently visited the customer within the same business unit, as long as they're available and have the right skills. Disabled: Dispatch Pro assigns based on other settings, without considering past visits or preferences.

• Routing — Override the Setting 1.1 revenue/routing balance for this BU only. Example: account uses Mostly Revenue, but the Maintenance BU uses Only Routing.

• Fair Assignment — Enabled: jobs spread more evenly among skilled technicians to reduce morning idle time. Disabled: jobs are assigned based on revenue, routing, and urgency — top performers may get more work.

• Job Lock — Per-BU lock time. Example: a 70-minute lock means jobs in that BU lock 70 minutes before the scheduled start. Enter 0 to lock at start time. If blank, the account-level setting applies.

Bulk update — Select multiple BUs (or check the box at the top of the Business Unit column to select all), click Edit, configure all four settings, click Apply.

Dispatch Pro Modes Settings

Use Dispatch Pro Modes settings to manage how Dispatch Pro assigns technicians and optimizes jobs for today and the next 3 days. These settings let you balance immediate schedule stability with long-term routing efficiency.

Setting 7.1 — Customize Dispatch Pro Mode settings by day

Select the Running Mode and Solving Mode for each of the next 4 days (including today).

Running Mode

• Assist Mode — Dispatchers generate, review, and approve suggested optimizations for each Dispatch Pro-enabled job. Greater transparency and control. See Use Dispatch Assist in Dispatch Pro.

• Auto Mode — Dispatch Pro automatically assigns the most optimal technician to Dispatch Pro-enabled jobs. No manual review needed, but dispatchers still oversee.

Note: When you change Running Mode, dispatchers on the Dispatch Board receive a real-time alert.

Solving Mode

• Full Mode — Dispatch Pro optimizes all Dispatch Pro-enabled jobs, including reassigning already assigned jobs when needed.

• Light Mode — Dispatch Pro only assigns unassigned Dispatch Pro-enabled jobs. Any existing assignments remain unchanged.

Use cases:

• New to automation — Assist Mode on all four days.

• Conservative approach for today, hands-off for the future — Day 1 Assist Mode, Days 2–4 Auto Mode.

• Protect a finalized schedule today, maximize future routing — Today Light Mode, future days Full Mode.

Turn off Dispatch Pro

To turn off Dispatch Pro entirely, go to Settings > Dispatch Pro > Settings, click the Dispatch Pro dropdown, and select Turn Off Dispatch Pro. To turn it back on, repeat and select Turn On Dispatch Pro.

Dispatch Pro Console settings

Dispatch Pro Console supplements your regular Dispatch Board with actionable tasks. Use Console settings to control which tasks appear and how they're prioritized.

To open: go to Settings > Dispatch Pro > Console Settings, then choose:

• Workstreams — Custom boards that control what each dispatcher sees.

• Rule Priorities — How urgency is displayed.

• Rules — Which conditions trigger a task.

Things to know:

• The console shows tasks for all jobs and all technicians, not just Dispatch Pro-enabled ones. Useful if Dispatch Pro runs your service and maintenance but not your install jobs.

• Tasks for past or future days may take up to one hour to appear. Tasks for today appear within 1–5 minutes.

• After a task is resolved, it may take a minute or so to disappear from the list.

Workstreams

Workstreams are custom boards that control what individual dispatchers see on the console, scoped to specific business units, zones, and dispatchers. An All work items workstream is preconfigured by default.

Add a workstream:

1. On the Workstreams tab, click Add Workstream.

2. Enter a name; select the business units, zones, dispatchers, and teams that should have access.

3. Select Activate this rule after creating to activate immediately.

4. (Optional) Enter a description.

5. Click Add.

Dispatchers can't see workstreams they aren't assigned to.

Rule Priorities

Priorities help dispatchers understand which tasks are most urgent. Preconfigured as:

• Urgent (red)

• High (orange)

• Medium (yellow)

• Low (green)

You can rename each priority and change the color. The display order is preset and can't be changed — the most urgent tasks always appear at the top.

Rules

Rules are the prerequisites that must be met for tasks to appear in the console. Some rules are preconfigured by default:

Note: This list is subject to change.

Add a rule:

1. On the Rules tab, click Add Rule.

2. Enter the following:        

   • Name — Concise; this is the task name dispatchers see.

   • Priority — Urgent, High, Medium, or Low.

   • (Optional) Description.

   • Activate this rule after creating — Required for the rule to generate tasks.

   • Conditions — Click Job or Technician and add at least one condition. All conditions must be met for the rule to appear as a task.

   • Actions — Select at least one: Troubleshoot Dispatch Pro, Call Customer, Chat with Customer, Call Technician, Message Technician, or Resolve. (Resolve actions can't be undone.)

   • Instructions — HTML-compatible. Add clear steps for dispatchers.

   • Snooze Option — Yes / Yes, with a note / No.

3. Click Add.

Tip: Apply multiple conditions to each rule to prevent cluttering the console.

Cross-product example: Create a rule called Voice Agent Booking Review with two conditions — Job tag equals Voice Agent, and Job appointment date equals Today. This automatically surfaces every job booked by your Contact Center AI Voice Agent in the last 24 hours for dispatcher review, so a human gets the final say on AI-booked emergency jobs without slowing down after-hours bookings.

How these settings work together: end-to-end ServiceTitan Max workflow

When a homeowner books a job at 11 PM, here's how Dispatch Pro Settings shape what happens next — from inbound demand all the way through the customer notification their technician is on the way:

1. Inbound demand arrives — The customer either books online through Scheduling or calls and is answered by the Contact Center AI Voice Agent.

2. Job is booked using Adaptive Capacity — The Voice Agent or Scheduling picks an arrival window that respects your capacity rules. The job lands in ServiceTitan with a Voice Agent tag (if booked by the AI agent).

3. Prioritization Setting 3.3 fires — If the customer has a Member tag or the job carries a No Cool + 12+ tag combination, Dispatch Pro elevates the job's priority level.

4. Routing Setting 1.5 narrows the candidate pool — Dispatch Pro looks only at technicians assigned to the job's zone (or BU, depending on your setting).

5. Technician Settings 4.2 filters by skills + tags — If the job has an Attic tag and you've linked Ladder to Attic, only technicians with both the standard job-type skills and the Ladder skill stay in the pool.

6. Technician Ranking Settings score the remaining candidates — Conversion rate, average ticket, short-term vs. long-term performance, and the lead-credit setting (Leads Created vs. Leads Sold) combine into a Job Score and a Lead Score per technician.

7. Routing Setting 1.1 makes the final pick — Whether Dispatch Pro picks the highest-ranking technician (Mostly Revenue) or the one with the shortest drive time (Mostly Routing or Only Routing).

8. Modes Setting 7.1 decides who confirms — In Auto Mode the assignment is locked in; in Assist Mode the dispatcher reviews and approves.

9. Console Rules fire — A Voice Agent Booking Review rule or a Technician Late rule might surface this job in the dispatcher's workstream for follow-up.

10. Downstream products take over — Field shows the technician their next job on the mobile app; Fleet tracks the vehicle to the address; Customer Notifications sends the ETA; once on site, Pricebook powers the estimate and recommendations the technician presents.

Every setting in this guide is a lever in that chain. Changing one — like flipping Setting 5.2 from Leads Sold to Leads Created — changes which technician sees the next high-value lead, which changes the customer experience, the technician's commission, and ultimately the data Dispatch Pro learns from.

Want to learn more?

• See Day-of dispatching: A dispatcher's guide in ServiceTitan Max

• See Dispatch alert management and settings optimization guide in ServiceTitan Max