Agent Behavior and Unauthorized Actions
Did an Agent Change Something It Shouldn't Have?
If you've noticed a customer record change — a billing contact, a phone number, an appointment detail — that you didn't expect, here's what likely happened and how to get it reviewed.
What your agents are allowed to do
Every UpSmith agent works within the permissions set for your account in ServiceTitan and stays focused on the job you've put it to work on, confirming appointments, following up on estimates, prompting a billing update, booking work, and so on. It takes the actions that job calls for and writes the results back to ServiceTitan. What it won't do is exceed the permissions you've granted: those boundaries are configured, and you decide where they sit. If there are records or actions you never want an agent to touch, your UpSmith team can lock them down (see "How to prevent it" below).
Why a change might look unauthorized
Most "the agent changed my data" reports trace back to one of a few causes:
The change was part of the agent's normal workflow (for example, updating an appointment time after a customer rescheduled), and it simply wasn't expected by the person who saw it.
A customer gave the agent new information over text — a corrected phone number or contact — and the agent updated the record accordingly.
A genuine misconfiguration let an agent write something it shouldn't have.
The first two are working as designed. The third is a real problem we want to know about.
How to report it
If a change looks wrong, email UpSmith support at support@upsmith.com with:
The customer record affected and exactly what changed
What the value was before, and what it is now
When you noticed it, and which agent or workflow you think was involved
UpSmith will review what the agent did, correct the record in ServiceTitan if it was an error, and — if a misconfiguration caused it — close the gap so it can't recur.
How to prevent it
If there are fields or actions you never want an agent to touch, that's a permissions and configuration decision the UpSmith team can lock down. Tell us where the boundaries should be and we'll set them.
Outreach Timing & Stop Requests: When an Agent Texts at the Wrong Time
If an agent messaged a customer outside your hours, kept messaging after a booking was made, or reached out after someone asked it to stop, here's what happened and how to prevent it.
How outreach timing works
Each agent reaches out inside the windows and rules set for your account — your business hours, any blackout periods you've defined, and how often an agent is allowed to follow up. When those windows are set correctly, agents stay inside them.
Common timing complaints and what they mean
Messaged outside business hours or on a weekend. This usually means the outreach window for that agent doesn't match your actual hours. It's a configuration fix, not a per-message problem.
Too many messages, too fast — or outreach that continued after a booking. Follow-up frequency is configurable. If an agent is over-messaging or kept going after the job was already booked, the cadence needs adjusting.
Kept reaching out after a customer said "stop." This is the one to report promptly. An agent should suppress outreach when a customer opts out — but in some cases the agent stops while the system-level do-not-contact flag never gets set, which lets the outreach come back on a later trigger. Reporting it lets us set the flag at the system level so it sticks.
How to set outreach preferences
You can control, per account:
The hours and days each agent is allowed to reach out
Blackout periods when no agent should message
How often an agent follows up before it stops
Suppression — removing a specific customer from an agent's outreach entirely
These windows govern outbound outreach — when an agent kicks off or follows up on a conversation. They don't gate replies: if a customer responds, the agent answers whenever that reply comes in, including outside these hours. If any of this isn't behaving the way you want, your UpSmith team can adjust it.
How to report a timing problem
Include the customer, the agent involved, the messages and timestamps, and what the correct behavior should have been. For a stop-request that wasn't honored, flag it as urgent so the do-not-contact status can be corrected at the source, not just for that one thread.