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How Capacity Autopilot works

Capacity Autopilot lets you tell your agents to stop booking a type of work once a time slot reaches a limit you set — so you always keep room for emergencies, install crews, or whatever else you want to protect. Without caps, agents keep booking a window until ServiceTitan itself is full. With caps, they stop earlier, on your terms.

What a cap is

A cap is one rule that reads like a sentence:

For this group of business units, on this group of job types, during this arrival window, on this day of the week, within this date window → don't book past N% of capacity.

A cap covers exactly what it names. Anything a cap doesn't cover runs at 100% — so if you want a combination blocked or throttled, every arrival window and every day you care about needs its own cap. One space left empty is one slot still bookable.

Before you start

  • Your account is connected to ServiceTitan (you can see your real business units, job types, and technicians in UpSmith).

  • You know, even roughly, which service lines you cap together — e.g. "Plumbing" vs. "HVAC Install" vs. "Sales." You don't need exact percentages yet, just the grouping.

The setup — four steps

Go to /autopilot in UpSmith. If you haven't set up Capacity Autopilot yet, the setup wizard opens automatically. Finish the steps in order; saved progress sticks, so you can come back.

Step 1 — Business Unit Groups. Bundle your ServiceTitan business units into the service lines you actually cap together (e.g. "Gaston – HVAC Install" + "Greenville – HVAC Install" → one group, "HVAC Install"). Caps are set per group, so this is where you normalize. Click Sync from ServiceTitan to pull them in, then + Add Business Unit Group, name it something you'll recognize, pick the business units that roll up to it, and save. A business unit can only live in one group.

Step 2 — Job Type Groups. Same idea, for your ServiceTitan job types — so "all our tune-up SKUs are one thing for caps." Sync from ServiceTitan, then + Add Job Type Group, name it (e.g. "Service Calls," "Maintenance / Tune-Ups," "Installs"), pick the job types, and save. It's fine to leave low-volume, one-off job types ungrouped — anything ungrouped just runs with no cap.

Step 3 — Date Windows (only if you have seasonal differences). The default "All Year" window already covers everything. Add a date window only if you cap differently in a season — e.g. "cap AC Install at 80% in summer." + Add Date Window, name it, pick a start and end month/day (it repeats every year), and save. No seasonal differences? Skip this step.

Step 4 — Caps. This is where you write the actual rules. UpSmith pre-fills suggested caps from your booking history — treat them as a starting point, not a verdict, and review each one. For each row, ask yourself: "On a normal Monday morning, do I want agents booking this to 100%, or stop earlier to leave room for emergencies?" Then set the percentage. Common shapes:

  • 70–80% — leave room for emergencies / walk-ins

  • 100% — book it full

  • 50% — mostly drive-time, slow it down

Add rows for any combination you want with + Add Cap, delete ones you don't use, then click Finish Setup — your caps are live from that point on.

What happens after setup

  • When an agent looks for availability, any slot that would push you over a cap is quietly left out — the customer never sees it, and agents simply stop booking past your limits.

  • Caps govern what your UpSmith agents book. They don't restrict what your team books directly in ServiceTitan — those bookings go through as normal.

  • Edits take effect within a minute or two of saving.

  • The same caps also pace your outbound messaging, so agents don't push outbound when capacity is tight. Nothing extra to do.

Making changes later

You can edit anything — groups, date windows, cap percentages — from the /autopilot page anytime; you don't re-run the wizard. If you add new business units or job types in ServiceTitan, hit Sync from ServiceTitan to pull them in; new items show up ungrouped for you to assign or leave.

Blocking or changing capacity for specific dates

Need your agents to stop booking something for a few days — a heat wave where you want techs free for no-cool calls, a holiday week, a stretch when a crew is out? Set that job type to 0% on a date window covering those dates. Step-by-step walkthrough here: Block bookings for specific dates.

One caution: date windows repeat every year, so delete or reset a one-off window once the dates pass — otherwise it comes back next year.

Common questions

What's the difference between a Business Unit Group and a Job Type Group? A Business Unit Group buckets your ServiceTitan business units (location- or trade-based); a Job Type Group buckets your job types (SKUs). A cap is written on a pair of the two — you need both.

Do I have to set a cap for every combination? No. Only the ones you want to throttle. Anything without a cap runs at 100%.

Can I cap differently in different cities? Yes — that's what Business Unit Groups are for. Make per-city groups (e.g. "Gaston Plumbing" vs. "Greenville Plumbing") and cap each.


We added a new service line — what do I do? Sync from ServiceTitan and create/update the Business Unit Group (Step 1) and Job Type Group (Step 2), then add the cap rows (Step 4). Skip date windows unless it's seasonal.

The suggested percentages look way off. The suggestions come from past booking history, so if you've changed how you operate recently they can be stale. Set them from your own read, and check back in a couple of weeks to fine-tune.

Agents are still booking past my cap — why? Start with coverage: does a cap actually exist for the business unit group, job type group, arrival window, day, and date window that's slipping through? Anything uncovered runs at 100%. If you're blocking dates, confirm you were on that date window and not Default, and that every arrival window and every day in the range shows a percentage. A 0% cap blocks outright — it doesn't need volume to kick in. Percentage caps below 100% are more conservative and only start dropping slots once a window is provably over the limit. Still looks wrong? Email support@upsmith.com.

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