Set notification preferences for customers

Overview

Customize the frequency and types of notifications your customers receive by setting notification preferences in ServiceTitan. This helps your customers get the information they need without being overwhelmed by texts or emails.

Things to know

• Before setting notification preferences for your customers, make sure that customer notifications are enabled.

• After you set up notifications, notifications are sent automatically to all customers. You can turn off notifications for an individual customer if they want to opt-out.

• To give customers peace of mind regarding how many texts and emails they will be receiving, make sure to confirm the customer's delivery preferences when you book a job for them.

• Even if notifications are turned off for a customer, you can still send messages to them manually.

• If you receive an opt-out keyword via text to one of your business numbers, the sender won’t receive notifications from you again unless they text the opt-in keyword. Opt-out keywords include STOP, END, CANCEL, UNSUBSCRIBE, QUIT, and ARRET. The opt-in keyword is START.

  Note: A number texting an opt-out keyword into Chat does not automatically opt them out of messages. Be sure to end communication with them if they text an opt-out keyword. For more, see Manage unwanted communication.

Set notification preferences for a new customer

When you add a new customer in ServiceTitan:

1. Ask how they want to receive notifications. If customer notifications are enabled in Settings > Communications > Customer Notifications, job notifications are enabled by default for any newly added email addresses or phone numbers.

2. When creating the record, you can deselect Job Notifications if the customer wants to opt-out. You can also adjust notification settings for each email address and each phone number you enter.
   

3.  Set preferences for how the customer will receive invoices by following these steps.

Change notification preferences for existing customers

When you view a customer or location record, a bell icon next to the phone number or email address in the Details menu indicates the customer’s notification preferences.

A red bell icon means notifications are disabled, while a green icon means that notifications are enabled.

Note: If phone notifications are disabled, the phone icon and phone numbers won't show up on the Job Details flyout on the Dispatch Board.

You can change the customer's notification settings using these icons:

1. Go to the Customer or Location Record and click the Bell icon.

2. Select which phone numbers and email addresses the customer would like to receive notifications to.
   

3. When finished, click Save.

You can also edit the Customer or Location Record to change notification preferences.

Set mailing preferences for invoices and statements

You can set mailing preferences for invoices and statements in the Customer Record. You can later use this preference in AR Management to select customers based on their mailing preference. This ensures they receive their invoices and statements in time to make a payment.

To set a mailing preference for your customer:

1. In the Customer Record, click Edit .

2. Scroll to the Payment Details section and go to the Invoice & Statement Delivery sub-section:

   1. If your customer prefers both options, select both Mail and Email and then click Save.
      

   2. If your customer prefers to receive hard copies of invoices and statements, select Mail > Save.

   3. If your customer prefers to receive paperless invoices and statements, select Email > Save. Then:

      1. Click Edit next to Contact Methods.

      2. In the Email field, confirm that the email address is correct, or enter a new email address.

         Tip: Use the optional Memo field to enter a reminder for the email address. For example, if you’re adding the manager’s email address, enter Manager email address.

      3. Under the Email field, click the Notifications dropdown and select Invoice/statement notification.
         

3. When finished, click Save.

Want to learn more?

• See Send customer statements