Set up business unit rules

Overview

Scheduling Pro can help you better customize your workflow as jobs come into ServiceTitan through rules. These rules help you manage business units, campaigns, tags, and technicians assigned to jobs.

How Scheduling Pro assigns business units to booked jobs

Every job booked in Scheduling Pro is assigned a business unit. If you have only one business unit assigned in ServiceTitan to a job type booked in your scheduler, Scheduling Pro uses that business unit. For example, If your No Heat job type is only mapped to the HVAC Service and Maintenance business unit, Scheduling Pro will assign that business unit to any No Heat job.

However, when a job type has multiple business units assigned in Settings > Job Types, Scheduling Pro follows business unit rules first. If no rules exist for that job type, it defaults to the assigned business unit.

Note: We recommend creating some basic business unit rules to ensure jobs from your scheduler are assigned properly.

Tip: If job types are linked to multiple business units, ensure you set up business unit rules to route jobs correctly.

Access business unit rules

The Advanced Settings section in Scheduling Pro lets you set default business units or define business unit rules.

To access Advanced Settings:

1. Go to the top 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, edit the Services Offered section.

6. Click the Advanced Settings tab to set up the Business Unit, Tag, Technician and Job and Booking rules.

Set up default business unit

From the Set Default Business Unit section, click the Default Business Unit dropdown and select a business unit as default.

Set up business unit rules

When creating business unit rules, the Field section determines the condition used to assign the business unit. You can choose from Campaign, Issue Path, Job Type Name, Service Zone and Trade. After selecting one of these options from the Field dropdown, the IS dropdown shows a list of all campaigns, issue paths, job type names, service zones and trades that you need to select from.

Note: If you use the Issue Path field, you can choose an intermediate issue path. This helps you to apply rules at any question level without following the full decision tree down to the lowest-level question.

To create a business rule:

1. Click + in the Add Business Unit Rules section.
   
   

2. A section appears where you can set business unit rules for different situations.

3. Click the Field dropdown and select one of the fields:

   1. Campaign: You can assign business units based on the campaign associated with the session in which the job is booked through the scheduler.

   2. Issue Path: Allows you to assign business units to jobs based on the questions and answers the customer gave in the scheduler when booking.

   3. Job Type Name:This is helpful when your business units are more specific than the trade level. For example, you can create a rule to assign the HVAC Maintenance business unit to job types like Membership Tuneup, Nonmember Tuneup, or Maintenance Inspection.

   4. Service Zone: This is helpful if you want to assign certain business units to jobs in specific service zones.

   5. Trade: Easily assigns booking in a specific trade to a business unit. This is helpful when your business units align with specific trades, such as HVAC, Plumbing, and Electrical.

4. And after assigning a field, you can choose a condition to apply to the field from the dropdown.
   

   Note: These conditions are field-dependent. Some fields support certain conditions, while others do not. For example, the Booking Source URL can have a Contains condition, but Job Type cannot.

5. (Optional) Click + Add Condition if you want to add other conditions to the rule. For more, see the Additional conditions section below.

6. After setting the IF part of the rule, click the Business Unit dropdown and select a business unit to assign if the above conditions are met.

7. Click Save.  

After a rule is created, it’s added to a list in the Add Business Unit Rules section.

From here you can:

• Set the priority by dragging and dropping the rules. 

  • Scheduling Pro uses the first rule in the list that has all of its conditions met. This means if you have a very specific rule that should apply in certain scenarios, you should put it at the top of the list.

• Inactivate a rule if you don’t use it by turning off the toggle.

• Edit a rule by clicking the pencil icon to make changes

• Delete a rule by clicking the pencil icon >  Delete from the pop up. 

Additional conditions

After choosing to add other conditions, you have the option for And/Or fields. For example, if two trades should go to the same business unit, or if you need to assign a business unit based on trade and service zone together, you can use and/or to add more depth to the rule.

Want to learn more?

See Scheduling Pro