How UpSmith Workflows Work
An agent goes to work when something happens, either a customer contacts you, or a signal appears in your ServiceTitan data. It has the SMS conversation and writes the result back to ServiceTitan. You don't kick anything off manually; it runs on its own. There are two modes, and the timing is different:
Inbound (real-time). When a customer reaches you — a new lead or an inbound message — Lenny (leads) and Victoria (inbound) respond within minutes, any hour.
Outbound (scheduled). Most agents run as campaigns against signals in your data. These go out on your campaign schedule — typically the next day, not instantly.
One exception: Missy replies to a missed call in near-real-time.
What can start an outbound agent
Signals in your data, for example:
An appointment is coming up
A customer cancels an upcoming appointment
A job is completed
A membership maintenance visit comes due
A payment method fails or is about to expire
Equipment in a customer's service history reaches replacement age
How it connects to ServiceTitan
ServiceTitan is both source and destination. Agents read the trigger and customer context from your ServiceTitan data and write the results — bookings, confirmations, status updates — back into ServiceTitan, so your team works from one system of record. There's no separate tool to keep in sync.
Customer-facing vs. behind-the-scenes
Some workflows are customer-facing — the SMS conversations your customers actually have with an agent. Others run behind the scenes inside UpSmith and ServiceTitan to detect triggers, route work, and keep records accurate. As a customer, you interact with the first kind; your UpSmith team manages the second.
Note: Several changes are now self-serve in Ask Jenny — agent persona and objectives, and campaign creation/editing (including targeting and scheduling). Deeper behavior changes and account-level setup remain request-only via your UpSmith team. Targeting / suppression can also be managed yourself (see Targeting & Suppression).