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Scheduling and Bookings

How your agents book appointments in ServiceTitan, what to expect, and how to tell a real scheduling error from expected behavior before you flag it.

What to expect when an agent books

When an agent books a customer — whether it's Lenny responding to a new lead, Carley recovering a cancellation, or Andy offering a new time — it works inside the availability your ServiceTitan already exposes. Agents don't create capacity; they fill the open slots your scheduling rules allow. Once a customer agrees to a time, the agent books it and the appointment lands in ServiceTitan, where your dispatch board treats it like any other booking.

How bookings are created in ServiceTitan

ServiceTitan stays your system of record. The agent reads your available slots, offers one the customer can take, and writes the confirmed appointment back into ServiceTitan with the customer, time, and job type attached. There's no separate calendar to reconcile — what the agent books is what your team sees.

What we book against (availability method). Your agents pull open times from ServiceTitan using whichever availability provider your account is set to:

  • Calendar (default) — reads ServiceTitan arrival windows, based on either technician shifts or your business hours.

  • ACP (Adjustable Capacity Planning) — reads ServiceTitan's ACP capacity API; can honor skill-based availability.

  • ADCAP — an availability method that books against adjustable/advanced dispatch capacity rather than live calendar slots (a capacity-based variant of ACP).

Availability is further shaped per account by your search horizon, arrival-window exclusions, holiday and seasonal blocks, and minimum gaps between visits.

How an agent creates the booking. Depending on your configuration, an agent books one of these ways:

  • Booking request — creates a ServiceTitan booking for your team to process, rather than a finalized job.

  • Book to unassigned — creates the appointment with no technician attached; your team (or the customer) assigns one. Requires: "book to unassigned technician" enabled.

  • Book to a dummy/placeholder technician — books against a placeholder tech entry. Requires: "book to dummy technicians" enabled.

  • Book straight to a technician (end-to-end) — assigns a real, bookable technician directly. Requires: the job type on your E2E-bookable list, and the technician (or their business unit) on your bookable list.

How to flag a scheduling error to UpSmith

The fastest fix comes from specifics. Include:

  • The customer name and the affected appointment (or appointments, for a double-book)

  • What the agent did vs. what should have happened

  • The date/time it occurred and which agent was involved

Email it to UpSmith support at support@upsmith.com and they'll correct the booking in ServiceTitan and, if it's a recurring pattern, trace it to the underlying cause.