Setting up the ServiceTitan Web Appointment Scheduler
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1 Setting up the ServiceTitan Web Appointment Scheduler ServiceTitan Best Practices When you use the Web Appointment Scheduler, customers will be able to instantly request an appointment when they visit your company website. Your appointment windows will be determined by the time slots set up in your Business Hours Table (Settings > Business Hours). If you want customers to request morning vs. afternoon only Let s say your Monday to Friday business hours are 8am to 6pm. You want appointment requests to either come in for the morning, or for the afternoon. In Settings > Business Hours, you could set up the following time slots for M-F : 8am-12pm and 12pm-6pm. Once the appointment request comes in, you can contact the customer to schedule a specific time. If you want customers to request a specific appointment time Let s say you want customers to request specific appointment times. In Settings > Business Hours, you should set up time slots to match your actual appointment times (for example, 8am-10am, 10am-12pm, 12pm-2pm, 2pm-4pm, 4pm-6pm, etc). This is the setup you should already have if you are using technician capacity planning features. If you use technician capacity planning features, sync the web appointment scheduler with your real-time availability Technician capacity planning will help your dispatchers, by allowing them to see how many technicians are available for any given time slot. When you sync the web appointment scheduler with technician capacity planning, customers can only request appointments for time slots when you have a technician available. 1
2 What you will find in this article The Web Appointment Scheduler - How it works 3 How to set up the web appointment scheduler 5 Set up your company website with an iframe 5 Send the embed code to your website developer 5 Copy the embed code 5 Customize the dimensions of the web scheduler 6 Choose your web appointment settings (Settings > Web Appointments) 6 Customize the confirmation screen for the Web Appointment Scheduler 6 Send a confirmation to customers when they request an appointment 7 How does minimum lead time work with the web appointment scheduler? 9 2
3 The Web Appointment Scheduler - How it works Customers will be able to instantly request an appointment through your company website You can customize the web scheduler for your business needs You can customize the dimensions of the web scheduler, so it will fit in seamlessly with the design of your website. If you are using technician capacity planning features, you can sync the web appointment scheduler with your real-time technician availability. You can enter a lead time for online appointments, so your customers can t submit a request too last-minute. You can block weekend availability. Read the instructions below to learn how to set up these features. 3
4 Web appointments will come in through the the Call Booking screen in ServiceTitan As web appointment requests come in, they will appear on the Call Booking screen under Bookings. Your CSRs will need to book the web appointment request to confirm the job. Read below to learn how to customize your web appointment settings. 4
5 How to set up the web appointment scheduler 1. Set up your company website with an iframe 2. Send the embed link to your website developer 3. Choose your Web Appointment settings Set up your company website with an iframe Ask your website developer to add an iframe where you would like the Web Appointment Scheduler to appear. They will need the embed link to set this up correctly (see step below). Adding the iframe will allow the web scheduler to be embedded in your website. Note: The iframe does not need to have specific dimensions. You can customize the dimensions of the web appointment scheduler (see step below). Send the embed code to your website developer Copy the embed code Go to Settings > Web Appointments > Widget tab to copy the embed code. Under Widget embed code, click Copy to clipboard. You can now paste the code in an , or use the code in whatever way you like. 5
6 Customize the dimensions of the web scheduler To customize the dimensions of the web appointment scheduler, all your web designer needs to do is adjust the width and height within the embed code. Choose your web appointment settings (Settings > Web Appointments) Go to Settings > Web Appointments > Widget tab. Select appointment window settings as desired (see below). When you are done, click Save. Appointment window settings Hide Weekend Availability What this does Customers won t be able to book on weekends. 6
7 Disable 1st time slot for after-hour bookings Display real time availability Set minimum lead time for bookings When customers book an appointment after your normal business hours, they won t be able to book for the very first time slot for the next day. Appointment windows will be synced with your Open Capacity Table in ServiceTitan. Setup of technician capacity planning is required. This will prevent customers from booking too last-minute. You can set lead time for a specified number of hours, or a specified number of business days. Read below for info on minimum lead time (How does minimum lead time work with the web appointment scheduler?) Customize the confirmation screen for the Web Appointment Scheduler As soon as customer submit their appointment request, they will see a confirmation screen. You can customize the message on this screen. You can customize the confirmation screen to either confirm the appointment time, or notify the customer that a representative will be calling soon. Send a confirmation to customers when they request an appointment 7
8 You can set up the web scheduler so customers will automatically receive an confirming the date and time of the requested appointment. You can customize the content of the message to either confirm the appointment time, or notify the customer that a representative will be calling soon. Go to Settings > Web Appointments > tab. Check Enable web appointment confirmation s > Enter message text. When you are done, click Save. See below for a sample template: 8
9 How does minimum lead time work with the web appointment scheduler? Lead time will always make the following assumptions: Business Hours - Business hours are defined by whatever is set up in your business hours table (Settings > Business Hours). Business Day - A business day is not necessarily Monday-Friday. A business day is any day where you have set up hours in the business hours table (Settings > Business Hours). For example : If you have set up hours for Sunday in the business hours table, Sunday will be considered business day. Setting a Lead Time in Days Minimum lead time = 1 Day If it s a business day and the customer is booking within business hours : There will be no same day appointments available. If it is not a business day or it it is after hours : There will be no appointments available for the next business day. Minimum lead time = 2+ days If it s a business day : There will be no same day appointments available. There will also be no appointments available for the next business day. If it's not a business day : There will be no appointments available for the next two business days. When there is no lead time set (0 Hours lead time) Minimum lead time = 0 Hours When there is 0 lead time: The current time slot (as well as any previous time slots) will be unavailable. The next time slot(s) will be available according to your account settings. 9
10 Example of how 0 lead time works Let s say the business hours table is set up with the following time slots: 8AM-10AM 10AM-12PM 12PM-4PM Now, let s say it s 9:24AM, and a customer is trying to book an appointment. 8AM-10AM would be unavailable. The next available time slot is 10AM-12PM or 12PM-4PM. Setting a lead time in hours Lead time = X hours (more than 0) ServiceTitan will block off all time slots within the lead time window. Note: The lead time window is the current time plus the lead time. Example of how lead time hours will work: Let s say the business hours table is set up with the following time slots: 8AM-10AM 10AM-12PM 12PM-4PM 5PM-7PM Lead time is set to 3 hours. Now, let s say the current time is 10:30AM. The customer cannot book for 10AM-12PM (the current time slot). The customer also cannot book for 12PM-4PM (the lead time window ends at 1:30PM, which falls within the 12PM-4PM time slot). However, the customer will be able to book for 5PM-7PM. Hide weekend availability = Enabled (checked) No matter what kind of settings you have, if you check Hide weekend availability time slots on Saturday and Sunday will never be available. 10
11 Appointme nt type = All appointme nt types 11
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