ServiceTitan sits under larger contractors — multiple trucks, dispatchers, a call centre, often several locations. That changes the integration in two ways: there is a real API to build against, and there is a change-control process you have to get through first.
The integration routes
- The ServiceTitan API, through their developer programme. This is the proper route for a business at this size, and it means an application and credentials rather than clicking connect.
- Zapier, which exists — with an important caveat. ServiceTitan's own documentation describes Zapier functionality as not officially supported and provided as-is. That is fine for a pilot and a poor foundation for something dispatch depends on.
- Middleware or an integration partner, which is how a lot of ServiceTitan shops actually do it, because someone else owns the maintenance.
"Not officially supported" is a real constraint, not boilerplate
If your arrival-window messages stop firing because an unsupported connector changed, you have no support path and dispatch has a problem. Pilot on Zapier if it gets you moving; plan to move to the API before it becomes load-bearing.
What to trigger on
| Event | Message | Note |
|---|---|---|
| Appointment booked | Confirmation with the window | The baseline |
| Day before | Confirm plus reschedule option | Highest ROI single message |
| Technician dispatched | Name, ETA, photo if you have one | This is the one customers remember |
| Job complete | Summary and photos | Especially for work they cannot see |
| Estimate presented | Note pointing at the emailed estimate | Estimates go cold in email |
| Membership renewal due | Renewal with the year's value summarised | The recurring revenue play |
The membership renewal is the one most worth building at this size. Service agreements are the profitable part of a large contractor's book and they churn silently — a renewal message that summarises what the customer actually got is the argument nobody makes. The HVAC version of this.
Multi-location and multi-line
A ServiceTitan shop usually has several business units. That raises the number question: one line for the brand, or one per location. Per-line pricing means the answer has a cost attached, and it is a real decision rather than a technicality. One number or many, and the per-line economics.
The dispatcher problem
At this size, replies are not a side effect — they are inbound volume hitting a team that already has phones ringing. Before you launch, decide whether replies go to dispatch, to a CSR queue, or to a shared inbox, and staff it. A messaging channel that nobody answers is worse than no channel, because you advertised it.
Enterprise-specific checks
- API access approved, with credentials rotated out of anyone's personal account.
- Sandbox or test environment used before touching production data.
- Consent state mapped to a ServiceTitan field, with an owner.
- Opt-outs synchronised back so no business unit can re-message a suppressed customer.
- Reply routing decided and staffed, not left to whoever notices.
- Per-line cost signed off against the number of business units.