Scheduling Pro Onboarding Part 2: Set up advanced settings

Overview

After completing the basic setup of Scheduling Pro, click Advanced Settings to configure additional settings such as creating a welcome message, setting up capacity, and so on.

Things to know

• You can add clickable links to important sections of the scheduler, such as Terms of Service, Dead End Message, or the Customer Contact Opt-in Message. These links provide easy access to key information and enhance the overall experience for your customer. 

• Currently, you cannot get technicians to be assigned to jobs when you test your scheduler. Use conditional if and then logic to Add Technician Rules that automatically assign Scheduling Pro jobs to a specific technician.

• Scheduling Pro does not manage alerts directly. To receive notifications for booked jobs, set up alerts within ServiceTitan. For more details, see Set up alerts for Scheduling Pro.

• Before setting up your scheduler, make sure you have the following items configured in your ServiceTitan account:

  • Zones: Defines the areas where jobs can be booked.

  • Job Type Mapping: Helps with setting up your services offered in the scheduler.

  • Business Hours: Ensures easier setup for your capacity settings.

  • Campaigns: Enables more robust reporting and attribution capabilities.

  • Scheduling Pro Tag: Enhances tracking for online jobs.

  • Phone Number: Phone number provided on the scheduler.

Step 1: Decide how marketing campaigns are assigned to jobs

Decide how marketing campaigns are assigned to jobs in Scheduling Pro. Certain marketing attribution features are built into Scheduling Pro, including:

• Automatic assignment of any campaign value included in your URL or on-click button, provided that it is included in the format campaign=example or se-campaign=example.

• View events from the schedule in Google Analytics(GA). You can also set up a custom tag and trigger in Google Tag Manager if you are having issues seeing these events in GA.

To set up marketing campaigns:

1. After setting up basic settings, click Advanced Settings.
   

2. From the Marketing card, click to modify your marketing setup.
   

3. Configure the Marketing Pro settings:
   

   1. Enable Marketing Pro assign campaigns to jobs toggle to automatically assign campaigns to jobs and bookings using attribution data such as UTM values, referrer URL, and Google Click ID. If no match is found, it defaults to the Direct Web Traffic campaign. You can also access this data through Scheduling Pro’s Export feature under More > Performance on a given scheduler.
      For more, see Scheduling Pro integration with Marketing Pro Ads.
      

      Note: If you have the Marketing Pro Ads integration enabled, Marketing Campaign Rules aren’t available.

   2. Enable Customers to opt-in to marketing communications toggle to add a new optional checkbox at the booking confirmation step. If selected, customers will receive a text message to confirm their enrollment in marketing communications and promotions. After they opt in, they’re automatically added to your Marketing Pro campaigns.
      
      Below is  a preview of how the opt-in option will appear on your scheduler:
      

   3. Check Google Click IDs box to omit Google Click IDs from attribution with Marketing Pro.
      

4. Configure the Marketing Campaign settings:
   

   1. Click Default Marketing Campaign dropdown and select the campaign assigned to jobs booked by Scheduling Pro when no other rules or workflows apply. This dropdown list includes all active campaigns set up in your ServiceTitan account. By default, the recommended campaign to use is Direct Web Traffic. If this campaign doesn’t exist in ServiceTitan, Scheduling Pro creates it.

      Note: If Marketing Pro Ads Integrations is enabled, Direct Web Traffic campaign is automatically set as the default and cannot be edited.

   2. Click Default Reserve with Google campaign dropdown and select the campaign that is automatically assigned to jobs booked through Reserve with Google. Scheduling Pro creates and assigns a Reserve with Google campaign by default, but you can choose a custom campaign if needed.

   3. Click + to in the Marketing Campaign Rules section to set specific rules that dictate how campaigns are assigned beyond the default. These rules aren’t available if you have the Marketing Pro Ads integration enabled.

      Note: These rules are optional and are recommended if and only if you have specific marketing workflows that you need Scheduling Pro to align with.

      To add a marketing rule, complete the following fields:
      

      1. Every rule has a few required fields:

      2. “If” Condition: This is the specific piece of information  or scheduler session data that the rule checks to see if it matches before taking action. Options include:

         1. Affiliate

         2. Booking Source URL

         3. Client Referer

         4. Issue Path

         5. Job Type Name

         6. Service Zone

         7. Trade

         8. UTM Campaign

         9. UTM Content

         10. UTM Medium

         11. UTM Source

         12. UTM Term

      3. For your selected field, you should enter the expected value in the free text field. For example, If Trade is Electrical or If referrer is yelp.com

      4. And or Or operator: If you have more than one rule, this lets you create multiple conditions for the rule and decide whether both conditions are required or just one.

      5. Then result: Lets you select the correct campaign to assign when the rule is met.

5. After they are created, rules can be deleted, edited, or made active or inactive and reordered.

   • 1. Reordering rules changes the priority. Scheduling Pro always looks for the first rule in the list that matches. If two rules overlap, place the more specific or higher-priority rule at the top to ensure it’s applied first.

6. When you finish, click Done.

Step 2: Create a welcome message

After setting up your marketing campaigns, now customize the banner title and message that appears at the top of your scheduler.

1. From the Welcome Message card, click to modify your welcome message.
   

2. Enter the title in the Title field for the top header of the scheduler.
   

3. Enter a message in the Message field for the banner at the beginning of your scheduler.

4. When done, click Save.

Step 3: Set up capacity

Scheduling Pro has three options when setting up general capacity for your scheduler:

• Adaptive Capacity

• Adjustable Capacity Planning (ACP)  

• Business Hours

• Custom Capacity

Tip: Adaptive Capacity is our most flexible solution. Contact your CSM to set it up.

Before proceeding, review your business hours settings to ensure they align with your chosen capacity option.

Adaptive Capacity

The Adaptive Capacity option in Scheduling Pro allows you to integrate your scheduler with ServiceTitan Adaptive Capacity settings. This works for all job types and business units used in the scheduler. You can choose between Arrival Windows or Business Hours modes to control capacity. This integration provides greater flexibility in managing scheduling capacity and ensures a seamless experience across Scheduling Pro and Adaptive Capacity.

Tip: Adaptive Capacity is our most flexible solution. Contact your CSM to set it up.

Adjustable Capacity Planning (ACP)

If you use Adjustable Capacity Planning (ACP), it syncs with your account to pull real-time capacity when a customer books an appointment, showing available slots based on your ACP set up. This ensures appointment availability correctly reflects your actual capacity for the assigned business unit or business unit group.

To determine availability, Scheduling Pro checks the job type’s assigned business unit. If multiple business units are assigned, it follows your business unit rules and defaults to the settings in Services Offered. With ACP, you can also choose to overbook or underbook based on your needs, whether to manage technician workload, meet demand, or support marketing goals.

You can further customize your scheduler availability with buffers, blocked dates, and date range rules, for more see Advanced Settings.

Business Hours

Business Hours (BH) pulls your appointment time slots directly from Settings > Operations > Business Hours, allowing customers to book anytime your business is open. Unlike other scheduling options, Business Hours does not have capacity restrictions, so Scheduling Pro always shows these slots as available, regardless of technician availability.

You can further customize your scheduler availability with buffers, blocked dates, and date range rules, for more see Advanced Settings.

Custom Capacity

Custom Capacity lets you customize scheduling by setting capacity based on trade, job type, or technician availability. You can define time slots, set appointment counts, set a capacity threshold, for example showing only 50% of your capacity in the schedule, and factor in non-job events to better control scheduling. This helps ensure availability aligns with your business needs.

For more on how to set up custom capacity, see Custom Capacity.

To set up capacity:

1. From the Capacity card, click to set it up.
   

2. From the Capacity Selection tab, select one of the capacity options.
   

3. From the Capacity window, click Customize Messaging.
   
   Advanced Settings

4. Enter the title in the Schedule Title field and click Advanced Settings.
   

5. (Optional) Turn on First Available toggle to show the next four available appointments when customers select a date and time for an appointment on your scheduler. 
   

   Note: This setting doesn’t ignore your capacity settings. The First Available option just provides a quicker and easier way for your customers to see your capacity.

6. Click Date Range dropdown and select increments of 1-3 weeks or choose from monthly intervals ranging from 1 to 12 months.
   
   

   Tip: The default date range is set to 3 months. Many contractors prefer 2–3 months, but we recommend to set it as far out as you're comfortable booking jobs. You can always adjust the range as needed.

7. Click Time Zone  dropdown and select the time zone for the displayed time slots on the scheduler.
   
   

   Note: All US, Canadian and Australian time zones are available.

   1. Check Dynamically show customer time zone based on their location box, if your scheduler covers multiple time zones and you want your customers to see available appointment slots in their local time zone.

   2. Check Always set user to scheduler time zone box, if you want your scheduler time zone to adjust to the user time zone.

8. Set up buffers from the Buffer section to limit how soon customers can book, preventing last-minute bookings while allowing urgent services to remain on-demand. Use buffers to avoid last-minute requests, such as a 7:50 AM booking for an 8 AM tune-up. To set up a buffer:

   1. Click + to add a new buffer.

   2. In the Add Buffer pop-up, provide the following details:
      

      1. Buffer name:  We recommend that you use a name that helps you quickly recall and identify what the buffer covers. For example, 1 Day Universal Buffer or Two Week HVAC Maintenance Buffer.

      2. Service Area: Select the zone you want affected by the buffer. You can select all service zones for this scheduler, or choose specific zones that need more planning. 
         For example, if a zone is farther from your office, you might want a longer buffer for those jobs.

      3. Job Type: Select the job types or trade you want the buffer to apply to for this scheduler. Use the In Use or Not In Use dropdown filters to choose job types or trades that are already in use or not yet in use. Common buffer types include universal buffers that affect all jobs, trade-specific buffers like a two-day electrical buffer, or job-type buffers such as a two-week HVAC tune-up buffer. These help prioritize jobs in the scheduler. For example, during peak season, you might add a longer buffer for maintenance jobs to reserve more immediate capacity for service jobs.

      4. Buffered By: Choose the buffer length from either Days or Hours.

      5. Start Date and Time: Select the date and time when the buffer should start being applied in your scheduler.

      6. (Optional) End Date and Time: Select the date and time when the buffer should expire. You can leave it blank to allow the buffer to continue running until you make any further changes. This can be helpful when you want to end a seasonal or temporary buffer but don’t want to have to return to Advanced Settings.

   3. After filling out the details, click Save to add the buffer.
      (Optional) Having created the buffer, you can can toggle it off to deactivate it or click to edit or delete it.

      1. To deactivate a buffer, disable the toggle next to the buffer.

      2. To delete a buffer, click  to edit the buffer and from the Add Buffer pop-up click Delete.
         

9. Set up blocked dates to set ranges of time where customers cannot book with you. This is helpful for holidays, company training, or other business obligations that might prevent you from booking on a certain day or range of time. To add a blocked date:

   1. Click + to add a new blocked date.

   2. In the Add Blocked Date pop-up, provide the following details:
      

      1. Blocked date name: Use a name that lets you quickly recall and identify what the blocked date covers. For example, Thanksgiving Blocker or May Team Meeting.

      2. Service area: Select the zone you want blocked. You can select all service zones for this scheduler, or choose specific zones that should be excluded. For example, if you exclude a certain zone that is typically outside of your range during the last week of the month or want to exclude during peak season, you can apply a blocked date to that zone specifically.

      3. Job Type: Select the job types or trades you want the blocked date to affect. Use the In Use or Not In Use dropdown filters to select job types or trades that are already in use or not yet in use.

      4. From the Job Type dropdown, select the job types.

         1. Click Apply.

         2. Start Date and Time: Select the date and time when the above zones and job types start being blocked.

      5. End Date and Time: Select the date and time when the above zones and job types will no longer be blocked.

      6. Repeats: Create blocked dates that repeat daily, weekly, monthly or annually.

   3. After filling out the details, click Save to add the blocked date.
      (Optional) Having created the blocked date, you can can toggle it off to deactivate it or click  to edit or delete it.

      1. To deactivate a blocked date, disable the toggle next to the buffer.

      2. To delete a blocked date, click  to edit the blocked date and from the Add Blocked date pop-up click Delete.
         

10. Check the Skill Based Availability option to factor in technician skills when calculating availability for the ACP scheduling mode.
    
    Technician skills are not set up within Scheduling Pro, you still need to set it up in ServiceTitan Settings > Operations > Skills. For more see, Manage skills for technicians and job types.
    

    Note: This toggle is disabled by default and only available if Adjustable Capacity Planning (ACP) is selected as your capacity mode on the Capacity Selection page.

11. Check the Appointment Duration option to set job durations according to the duration configured in the Settings > Job Types. By default this option is disabled.
    
    

    Note: By default, a job starts at the beginning of the arrival window and lasts for the duration specified for that job type.

    
    When the Appointment Duration option is enabled, any job booked by Scheduling Pro lasts for the full length of the arrival window, regardless of job type duration. For example, if the duration for your Tune up job type is 60 minutes, but the time window in Scheduling Pro is four hours, the appointment in Scheduling Pro lasts for four hours if this setting is enabled. 

12. When you finish, click Done.

Step 4: Provide an emergency phone number

You can include an Emergency option at the bottom of your scheduler with a prompt to call the associated number provided. If this setting is disabled, the Emergency option won’t appear in your scheduler. You can also customize the button's name. 

To set up your emergency phone number:

1. From the Emergency Phone number card, click to enable.
   

2. Turn on the Emergency button toggle.
   

3. Enter a title in the Emergency Button Title field.

   Note: There is a 24 character limit.

4. Enter a number in the Emergency Phone Number field.

5. When done, click Save.

Step 5: Collect customer info

Decide how customer information is collected in your scheduler and the wording used in each section. 

1. From the Customer Info card, click to set it up.
   

2. Enter the title in the Customer Contact Title field to customize the bolded title above the section where customers provide their name and contact information.
   

3. Enter the location title in the Location Title field to customize the bolded title of the address section.

4. Turn on the Contact Opt-in toggle.
   

   1. Enter a message in the Customer Contact Opt-in Message field to display it to your customers next to the checkbox.

   2. (Optional) Click to insert embedded links to external pages from the Customer Contact Opt-in Message.

      Note: A non-editable contact disclaimer appears at the Contact Info step on the scheduler, informing customers about SMS notifications and allowing them to opt out by leaving the option deselected. This option is not visible during the setup process but is automatically added to all schedulers and cannot be edited.
      This disclaimer doesn’t replace the optional contact opt-in option that users can already add to the same page of their scheduler.

      1. If enabled, the customer agrees to receive text messages related to their appointment.

      2. If disabled, SMS notification preferences for that phone number are turned off in the customer record.

5. From the Customer Info screen, click Advanced Settings.
   

6. From the Customer Information section, determine how customer information is captured and sent to you. Select any of the following options to enable the setting:
   

   1. Require customers to provide an email address to book with you: When enabled, a customer must provide their email address during the contact info step to proceed with booking.

   2. Send customer names to your system in the “Lastname, Firstname” format: When enabled, a new customer’s name in the customer record in ServiceTitan is in the Lastname, Firstname format.

   3. Send location names to your system in the “Lastname, Firstname" format: When enabled, a new location name in the customer record in ServiceTitan is in the Lastname, Firstname format.

7. Check the Location Preference option to book with the existing customer and alert you, if a new customer tries to book on an existing location.
   
   Scheduling Pro flags certain booked appointments as potential location takeovers. This happens when a new customer books an appointment for a location that is already associated with a different customer in your system. In this case, you can see a note about this in the notes summary of the job. The job is instead booked on the existing customer for that location. When this happens, you should open up the job and determine why we may have flagged it.

   1. If it is an existing customer using a new phone number, your dispatch team should add the number to the customer/location record and allow the job to proceed as booked.

   2. If the customer is a new owner of an existing location, a customer record should be created for that customer and the job should be mapped to that new customer record. If you disable this feature, we always create a new customer record, but this increases your risk of duplicate records.

8. When you finish, click Done.

Step 6: Set up membership

Collect customer interest in memberships, such as Gold, Silver, Bronze tiers directly within the scheduling pro experience, streamlining operations, improving data accuracy, and reducing manual effort for customer support teams.

1. From the Membership card, click  to set it up.
    

2. From the Membership screen, turn on the Show Membership section in scheduler toggle.

   

   1. Decide if the membership section is displayed to your customers before or after booking.

      1. Pre-booking

      2. Post-booking

3. Customize the messaging displayed to your customers in the membership section:
   

4. Enter the name of the membership in the Membership Title field, for example Gold VIP.

5. Enter details, such as the benefits, pricing in the Membership Details field.

6. (Optional) Click Add Membership to add more options.

   Note: You can reorder the options by dragging them, or delete them if needed.

7. From the Membership screen, click the Membership Booking Flow tab.

8. Turn on Member-specific booking flow toggle to show an “Are you a member? Tap here” option on your scheduler.
   
   After turning this one, your member customers have a specific booking flow with different time slots availability and dispatch fee.
   To use the member specific flow, customer need to click on the “Member? Click here!” button, see below:
   

9. From the Membership screen, click the Recurring Services tab.

10. Turn on Recurring Services toggle to allow the scheduler to identify existing recurring services for the customer.
    
    After turning recurring services on, in the booking process of selecting service address, customers get a prompt asking if the booking is recurring or one-time, see below:
    

11. When finished, click Done.

Step 7: Collect additional details

Choose whether customers can provide additional details and upload media when making a request in your scheduler. 

Note: Currently, both of these features are controlled together, so you can only enable or disable them together.

1. From the Customer Info card, click  to set it up.
   

2. Turn on the Additional Details toggle.
   
   

   Note: This section is automatically removed when you use the Express workflow.

3. Enter a title in the Additional Details Title field to determine the title of this section in the scheduler.

4. Enter a message in the Additional Details Placeholder Message field to customize the grey text that appears in the text box under the title.

5. When done, click Save.

Step 8: Set up dispatch fees and terms

Configure the information and options shown to your customers about your dispatch fees and terms. You can enable Smart Dispatch Fee and define a minimum and maximum fee range. The system then uses AI to calculate the optimal fee, factoring in time of day and day of week.

1. From the Customer Info card, click to set it up.
   

2. (Optional) Turn on Display dispatch fee toggle.
   

3. In the Title & message section, configure the title and message for your dispatch fee.

   1. Enter a title in the Dispatch Fee Title field, which controls the title of the Dispatch Fee section.

   2. Enter a message in the Dispatch Fee Message field that explains your dispatch fee policies.

4. In the Dispatch Fee Amount section, configure your dispatch fee amount to be a set amount or use a smart option.

   1. Select Default Dispatch Fee and enter an amount in the Default Dispatch Fee Amount field. You can display a static dispatch fee shown as either a flat rate, range, or a variable.

   2. Select Smart Dispatch Fee and click Calculate Fee Using Ai to set the dispatch fee range.

      1. In the See fee range popup, enter the Min and Max Dispatch Fee Amount and click Calculate Fee Using AI.  

5. In the Terms of Service section, enter the terms that display when a customer clicks the Terms of Service link in your scheduler.

6. From the Dispatch Fee and Terms screen, click Advanced Settings.
   

7. From the Dispatch Fee and Terms Rules section, click + to add a rule.

8. From the Add Dispatch Fee and Term Rule pop-up, fill out the following fields:
   

   1. Field

      1. Customer

      2. Issue Path

      3. Job Type Name

      4. Service Zone

      5. TimeSlot or Start and End Date for ACP and AdCap

      6. Trade

   2. Dispatch Fee Amount

   3. Dispatch Fee Message

   4. Terms of Service

      Note: Click +Add Condition if you need to add more conditions.

9. Click Save.

10. When you finish, click Done.

After you build your rules, they appear in the Advanced Settings tab.

(Optional) Step 9: Set up payment method collection

Select the option to include a step for collecting a payment method during booking. You can select to make this step required or optional based on your workflow. Scheduling Pro does not charge the card but collects a pre-authorization and associates it with the customer and job invoice in ServiceTitan.

• 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.

Note: To use this feature, you need to enable payment collection both in ServiceTitan and Scheduling Pro.

To set up payments:

1. From the Payments card, click to set your payment method.
   

2. Turn on Payment Collection toggle to allow customers to enter their payment method during booking. ServiceTitan doesn’t charge the card—only a pre-authorization is collected.
   

3. (Optional) Turn on Make payment method collection skippable toggle to allow customers to select whether or not to provide their payment method during booking.
   

4. From the Payment Module Placement section, decide when customers see it:
   

   1. Pre-booking: Prompt customers to enter their payment method details after the dispatch fee and terms of service step.

   2. Post-booking: Prompt customers to enter payment details on the confirmation page. 

5. From the Payments screen, click the Customize Messaging tab.
   

6.  Enter the title in the Payment Method Title field.
   

7. Enter the messaging in the Payment Method Message field.

8. The Mandatory Message field is pre-filled and cannot be edited.

9. When finished, click Done.
   

Step 10: Create confirmation message

Customize what the Confirmation page shows when customers complete the booking process. Here you can create a confirmation message and allow your customers to book another appointment.

1. From the Confirmation card, click to customize the confirmation page.
   

2. Enter the title in the Message Title, which appears in the banner at the top of the page.
   

3. Enter the next steps for customers to take in the booking process in the Message Body field.

   1. (Optional) Use the Add link option to insert embedded links to external pages in your Message body. 

4. (Optional) Enter a URL in the Thank You Redirect Url if you want customers to skip the Confirmation page and go straight to the provided link.  

5. Turn on the Book Another Appointment toggle.
   

6. In the Book Another Appointment Title field, enter the title that appears at the top of the Book Another Appointment button. 

7. In the Book Another Appointment Button field, enter the text you want to display on the button.

8. When done, click Save.

It's recommended to enable the Book Another Appointment feature. It refreshes the scheduler instantly, allowing customers to easily book additional appointments without restarting the process.

Step 11: Set up alerts for Scheduling Pro

Scheduling Pro does not manage alerts directly. Instead, you need to set up alerts within ServiceTitan to receive notifications for booked jobs. To do this:

1. (Optional) Create a Scheduling Pro tag in ServiceTitan.

2. Set up alerts in ServiceTitan using the Scheduling Pro tag

3. Set the tag as default in Scheduling Pro

(Optional) Create a Scheduling Pro tag

(Optional) If you haven’t already, create a Scheduling Pro tag in ServiceTitan. Otherwise, you can skip this step:

1. Go to navigation and click Settings .

2. In the side panel, click Operations > Tag Types.

3. Create a new tag named Scheduling Pro.

Set up alerts in ServiceTitan using the Scheduling Pro tag

1. Go to navigation and click Settings .

2. In the side panel, click Integrations > Alerts.

3. In the Alerts section, click Add to create a new alert.

4. In the Add alert window that opens, enter the alert details.

5. From the Type dropdown, select Booked Job or Booking Request Received as the alert type.  

6. Select Scheduling Pro from the Tags dropdown.

7. Enter the remaining details as needed.

8. Click Save.

   Note: For more details on setting up alerts, see Use alerts.

Assign tag to the alert

After setting up the tag type and assigning it to the alert, make sure to set the tag as the default in Scheduling Pro:

1. Go to navigation and click Settings .

2. In the side panel, click Integrations > Marketing Integrations.

3. On the Marketing Integrations screen that opens, click Edit next to the Scheduling Pro integration.

4. Within WorkConnect, click More > Edit on your scheduler.

5. From your Scheduler, on the Services Offered section, click Edit .

6. Click the Advanced Settings tab.

7. In the Default Tag section, select the Scheduling Pro tag.
   

8. Click Done.
   

After completing the setup, you receive alerts based on the alert set up within ServiceTitan.

Interact with the Scheduler Test and Preview

Use the scheduler test and preview to interact with a test version of your scheduler and book an actual job into ServiceTitan to see how the product works for customers and internal staff.

For more details on how to book a test job with Scheduler Test and Preview , see Test and preview your Scheduler.

Note: If your Scheduler Test and Preview options aren't available, please review your other settings first and, when those are complete, you can test your scheduler.