Andy - Appointment Confirmation

Andy confirms upcoming appointments by text, cuts no-shows, and offers a new time when the first one doesn't work.

What Andy does. Andy texts customers ahead of a visit to confirm they're still on, answers basic questions, and offers rebooking when the slot won't work. Outcomes write back to ServiceTitan. Andy will also follow up when a customer hasn't responded yet — even if they never cancelled — to lock in the confirmation before the truck rolls.

How Andy talks. Plain, friendly SMS — easy to answer with a quick yes or no.

What Andy can do. Confirm appointments, answer routine questions about the visit, offer and book a new time within your available slots, and update appointment status in ServiceTitan.

What Andy can't do. Andy works only within the confirmation workflow. He won't invent availability, override dispatch rules, act outside ServiceTitan, or change his own wording/timing — that's configured.

When Andy hands off. A complaint, billing question, or unusual request routes to your team instead of a guess. Notification/escalation path is set per account. For how escalation works and how to reach a person, see Escalation Failure.

Customizable vs. fixed. Set per account: message wording, how far ahead and how often he reaches out, rebooking rules, and suppression. Fixed: he stays in the confirmation workflow and writes outcomes to ServiceTitan.