Overview
Scheduling Pro’s rules help you customize job tagging, technician assignment, and booking workflows based on set conditions. With tag rules, you can automate job tagging. Technician rules assign specific technicians, and job and booking rules control how appointments are processed. These rules streamline scheduling, improve visibility, and ensure jobs are handled efficiently.
Who uses this feature
Administrators, managers, and office employees
Primarily benefits Residential Service and Replacement business types
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
To get started with Scheduling Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
If you use the Issue Path field for setting up the rules, 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.
Technician rules are static and based on predefined conditions, making them suitable for more simple workflows. Make sure to carefully read the info banner in the Set Up Technician Rules section before configuring.
Access rules setup
The Advanced Settings section in Scheduling Pro lets you set the default tag and define technician and job booking rules.
To access Advanced Settings:
Go to the top and click Settings
.In the side panel, click Integrations > Marketing Integrations.
On the Marketing Integrations screen that opens, click Edit next to the Scheduling Pro integration.
Within WorkConnect, click More
> Edit on your scheduler.From your Scheduler, edit the Services Offered section.
Click the Advanced Settings tab to set up the Tag, Technician and Job and Booking rules.
Set up tag rules
Tag rules allow you to automatically assign tags to appointments booked through the scheduler based on conditions like job type or zone, enhancing visibility, and streamlining workflows in ServiceTitan.
Assign the default tag
Note: If you want to create a new tag or don't have one, click Create Tag to navigate to ServiceTitan settings.
From the Set Default Tag section, open the Default Tag dropdown.
Select default tags you want to assign.
You can choose All or None to select tags in bulk.
Click Apply.
Add a tag rule
Click + in the Add Tag Rules section.
A section appears where you can set tag rules for different situations.
Click the Field dropdown and select one of the fields.
Affiliate: Assign a tag to bookings based on the source tracking field included in the URL for the session.
Booking Source URL: Assign a tag to bookings based on the source URL the booking comes from.
Campaign: You can assign a tag based on the campaign associated with the session in which the job is booked through the scheduler.
Client Referrer: Assign a tag to the booking based on the URL that directs the customer to the page where the job is booked.
Customer: Assign a tag to bookings based on whether the customer is new or existing.
Issue Path: Allows you to assign tags to jobs based on the questions and answers the customer gave in the scheduler when booking.
Job Type Name: Helps you assign specific tags to certain job types booked through the scheduler.
Location: Assign a tag to bookings based on whether the location is new or existing.
Service Zone: Assign certain a tag to jobs in specific service zones.
Trade: Assigns a tag to bookings in a specific trade. This is helpful if you want to differentiate your booking in specific trades through tags.
UTM Campaign: Assign a tag to bookings based on the campaign parameter in the URL to track and categorize marketing efforts associated with specific campaigns.
UTM Content: Assign a tag to bookings based on the content parameter to track marketing efforts for specific content variations or links within a campaign.
UTM Medium: Assign a tag to bookings based on the URL's medium parameter to track the marketing channel, such as email, social media, or paid ads.
UTM Source: Assign a tag to bookings based on the source parameter to track the origin of traffic, such as search engines, websites, or social platforms.
Note: UTMs are fields you can add to the URL or button code on your page to help with tracking.
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.
Optional) Click + Add Condition if you want to add other conditions to the rule. For more, see the Additional conditions section at the end.
After setting the IF part of the rule, click the Tag dropdown and select tags to assign if the above conditions are met.
Click Save.
After a rule is created, it’s added to a list in the Add Tag Rules section.
From here you can:
Set the priority by dragging and dropping to reorder the rules.
Note: Priority doesn’t affect tag rules. Any tag will be assigned if its criteria are met.
Deactivate a rule if you don’t use it by turning off the toggle.
Edit a rule by clicking Edit
to make changesDelete a rule by clicking Edit
> Delete from the pop up.
Set up technician rules
Scheduling Pro’s technician rules let you automatically assign technicians to jobs based on job type, zone or other factors, ensuring the right technician is assigned to each job for a smoother workflow.
Note: Technician assignment rules do not affect technician capacity in your ServiceTitan account.
Important: Technician rules are static and do not dynamically assign the best technician.
Instead, they apply the conditions you set in the rule, making them ideal for businesses with specific workflows, like assigning a dedicated technician for certain job types. However, they may not be suitable for businesses with rotating on-call technicians.
Technician rules are not recommended if you:
Use Dispatch Pro or rely on jobs going to the Unassigned section of Dispatch Board, as these rules do not adjust based on the current state of the dispatch board.
Assign a technician rule to an unmanaged dummy technician while using default services on a job type, as this will cause jobs from Scheduling Pro to fail.
Before setting up technician rules, consult with your Customer Success Manager (CSM) or Pro Account Manager to ensure they align with your workflows.
Add a technician rule
Click + in the Add Technician Rules section.
A section appears where you can set tag rules for different situations.
Click the Field dropdown and select one of the fields.
Affiliate: Assign a technician to bookings based on the source tracking field included in the URL for the session.
Booking Source URL: Assign a technician to bookings based on the source URL the booking comes from.
Campaign: You can assign a technician based on the campaign associated with the session in which the job is booked through the scheduler.
Client Referrer: Assign a technician to the booking based on the URL that directs the user to the page where the job is booked.
Issue Path: Allows you to assign a technician to jobs based on the questions and answers the customer gave in the scheduler when booking.
Job Type Name: Helps you assign a specific technician to certain job types booked through the scheduler.
Service Zone: Assign a certain technician to jobs booked in specific service zones.
Trade: Assigns a technician to bookings in a specific trade. This is helpful if you want a technician to always take jobs in a specific trade.
UTM Campaign: Assign a technician to bookings based on the campaign parameter in the URL to track and categorize marketing efforts associated with specific campaigns.
UTM Content: Assign a technician to bookings based on the content parameter to track marketing efforts for specific content variations or links within a campaign.
UTM Medium: Assign a technician to bookings based on the URL's medium parameter to track the marketing channel, such as email, social media, or paid ads.
UTM Source: Assign a technician to bookings based on the source parameter to track the origin of traffic, such as search engines, websites, or social platforms.
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.
(Optional) Click + Add Condition if you want to add other conditions to the rule. For more, see the Additional conditions section at the end.
After setting the IF part of the rule, click the Technician dropdown and select the technician to assign if the above conditions are met.
Click Save.
After a rule is created, it’s added to a list in the Add Technician Rules section.
From here you can:
Set the priority by dragging and dropping to reorder the rules.
Scheduling Pro applies the first rule in the list that meets all its conditions. If two technician rules match, the rule at the top takes priority and overrides the others.
Deactivate 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 Edit
> Delete from the pop up.
Set up job and booking rules
Scheduling Pro’s job and booking rules let you customize how appointments are processed from your scheduler to ServiceTitan. By default, all bookings appear as unconfirmed bookings in the Calls > Bookings tab. However, you can enable Send Scheduling Pro appointments as jobs to the Dispatch Board option from the Scheduler Details section to send them as jobs to the Dispatch Board unassigned section.
Job and booking rules also let you further customize which bookings are sent as jobs or remain as bookings, based on specific criteria, to enhance your scheduling workflow.
To add a job and booking rule:
Click + in the Add Job and Booking Rules section.
A section appears where you can set job and booking rules for different situations.
Click the Field dropdown and select one of the fields.
Campaign: Depending on the campaign associated with the session, send the appointments to ServiceTitan either as unconfirmed bookings or booked jobs.
Customer: For certain customers set up the appointments to always be booked jobs.
Issue Path: Depending on the issue path the customer follows, appointments come in either as unconfirmed bookings or jobs.
Job Type Name: Assign certain job types to always come in as unconfirmed bookings or jobs.
Location Takeover: Depending on the location takeover setting, appointments are either booked under the existing customer for that location or a new location is created for the customer. This field also controls whether the appointment is processed as a Booking or Job, regardless of the location takeover setting.
Service Zone: Appointments from certain service zones to always come in as unconfirmed bookings or jobs.
Trade: Assign certain trades to come in either as jobs or bookings. This is helpful if you want certain trades to always be booked into jobs automatically.
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.
(Optional) Click + Add Condition if you want to add other conditions to the rule. For more, see the Additional conditions section at the end.
After setting the IF part of the rule, click the dropdown next to THEN part and choose if it’s sent as a job or booking if the above conditions are met.
Send as Job
Send as Booking
Click Save.
After a rule is created, it’s added to a list in the Add Tag Rules section.
From here you can:
Set the priority by dragging and dropping to reorder the rules.
Scheduling Pro applies the first rule in the list that meets all its conditions. If two job and booking rules match, the rule at the top takes priority and overrides the others.
Deactivate 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 Edit
> Delete from the pop up.
Additional conditions
After choosing to add other conditions, you have the option for And/Or fields.
For example, if you need to assign 2 different tags to the same job type, or if you need to assign a tag based on trade and service zone together, you can use and/or to add more depth to the rule. The same goes for both technician rules and job and booking rules.