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About UpSmith

What is UpSmith?

UpSmith is an AI system that works inside your ServiceTitan database to handle customer outreach for you — confirming appointments, following up on estimates, renewing memberships, and waking up customers you haven't heard from in a while. It runs in the background, around the clock, alongside the team you already have.

What UpSmith does

UpSmith deploys AI agents that text your customers the way your best CSR would. Working off the records already in ServiceTitan, the agents:

  • Manage membership accounts, routine servicing and tune ups

  • Confirm upcoming appointments and handle reschedules, questions, and conflicts

  • Respond to new leads and web-form inquiries within minutes — day, night, or weekend

  • Follow up on estimates and quotes that haven't been booked

  • Reach out before memberships lapse and reactivate customers who've gone quiet

  • Surface replacement and maintenance opportunities based on equipment age and service history

  • Get a pulse on your customers satisfaction by following up after completed jobs to get reviews and signals of performance

  • Answer your performance questions in plain language — ask Ask Jenny what's booking, what's converting, or how a specific agent is performing without pulling a custom report in ServiceTitan

Every conversation happens over SMS, in plain language, and resolves into real actions in ServiceTitan — a booked job, an updated appointment, a renewed plan. You can see your results — bookings, saves, and recovered revenue — on your home screen.

UpSmith home screen results

The agents have names and distinct jobs — Mollie, Mary, Andy, Lenny, and others. Each one is covered in its own article under Our Agents.

Who it's for

UpSmith is built for home-services trades businesses: HVAC, plumbing, and electrical, plus adjacent trades like drain, generators, solar, roofing, and garage. It works for a single-trade shop and for multi-trade or multi-brand platforms, and it's tuned for the language, pricing, and pace of operators in the field. More than 200 home-services operators run on UpSmith today.

How it fits into your operation

UpSmith — which we'll also call "the platform" — sits on top of the ServiceTitan setup you already have. ServiceTitan stays your system of record; UpSmith reads from it and writes back to it. There's no separate database to maintain and no rip-and-replace — most operators are live within about 30 days.

It's added capacity, not a replacement for your people. A focused CSR can only reach so many customers in a day, and the follow-ups, confirmations, and dormant-customer outreach are usually what slips first. UpSmith takes that high-volume, repetitive outreach off your team's plate so your CSRs and coordinators can focus on the customers in front of them and the high-value calls that need a person.

What UpSmith does not do

  • It doesn't replace your CSRs, dispatchers, or technicians — it works alongside them.

  • It doesn't act outside ServiceTitan or invent customer data — every action ties back to a record.

  • It isn't a generic chatbot bolted onto your website. It's a set of purpose-built agents that hold real SMS conversations and complete real workflows.

  • It won't change your agent's behavior or outreach on its own — you stay in control. You can now make some changes yourself by chatting with Ask Jenny — your agent's persona and objectives, and creating or editing campaigns — while deeper changes and pausing are handled by your UpSmith team. See Configuration & Workflows.

  • When a conversation needs a human, the agent hands it off rather than guessing. How and when that happens is covered per agent under Our Agents.

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