Job Summary — What Jenny Writes on the Jobs She Books

When an agent books a job, Jenny adds a summary to that job in ServiceTitan so your dispatcher and technician know what the visit is for before they open the conversation. The Job summary page is where you decide what goes in it. You can set it for every job, or per job type and business unit. Think "for plumbing membership visits, note the water heater's age and whether it's gas or electric."

You'll find it under Settings → Scheduling & booking → Job summary. The page is for your account admins, the people who can manage users.

What a rule says

Each rule card answers three questions:

• Which jobs. The job types and business units it covers, and whether it applies to jobs Jenny booked, jobs that started as a booking request and were later turned into a job, or both.

• What's attached. One of: A summary Jenny writes (the default), The full conversation, or A link to the conversation.

• What Jenny should note. Your instructions in plain words: the questions you want answered, what to put first, and how to lay it out.

Open Example summary on a card to see what Jenny wrote for a recent booking under that rule. It's the fastest way to check a rule does what you meant.

How rules stack

• Every rule that matches a job adds its notes. A plumbing membership rule and the Every job rule both apply to a plumbing membership visit.

• The Every job card sits at the bottom and always applies. Its notes go on top of any more specific rule. Its attachment choice is used unless a rule above picks one.

• When two matching rules pick different attachments, the more specific one wins.

• Notes only matter when Jenny writes the summary. If a rule attaches the full conversation or just a link, there's no summary for her notes to shape. The card warns you when that's the case.

Whatever your rules say, Jenny keeps to a few ground rules. The summary is short and ready for dispatch. It uses only what was said in the conversation. It keeps what the customer asked for separate from what was confirmed. Phone numbers and addresses are left out unless they differ from the job record. Your rules can change the layout and what gets emphasized, but they can't turn those ground rules off.

Adding or changing a rule

1. Click Add rule, or Change or Remove on a card. Each one opens Jenny, docked on the page.

2. Tell her what the office needs, e.g. "For AC tune-ups, note the system's age and brand."

3. Jenny drafts the rule and tries it on a recent booking so you can see the result.

4. Nothing is saved until you approve it. Rules can also start on a later date. They show as Scheduled until then.

Tip: phrase notes as the questions your dispatcher wants answered. A layout like the one below works well:

For Plumbing visits: age of exposed piping in the home; water heater age, gas or electric, tank or tankless.
For every job: any concerns to be addressed

What you see in ServiceTitan

• Jenny's note sits between two UpSmith Notes marker lines and is followed by a link to the conversation. The markers let her update her own note if the booking changes, so a second note isn't stacked under the first. We know they add clutter, and we're looking at trimming them.

• Jenny adds her note next to what's already in the job summary. She doesn't write over what your dispatcher typed.

What a rule can't do yet

• Set ServiceTitan job tags. Jenny can write "Water heater over 10 years" in the summary so your CSR can tag from it. She can't apply the tag herself yet.

• Cover phone bookings from your voice agent. Jobs booked over the phone don't get this summary yet.

• Change what the agent asks the customer. A rule shapes what gets written down. If you want the agent to ask about piping age, tell us and we'll add the question to the conversation. Then your rule can make sure the answer lands in the summary. See Requesting a Change to Your Agent's Messaging or Behavior.

Common questions

Will a new rule rewrite summaries on jobs already booked? No. It applies to jobs booked from the moment it's saved.

Is there a limit to how much I can write? Yes, but it's generous. If your rules together run very long, the most general notes are left out first, so keep the Every job card short.

The summary left something out that the customer said. Send us the conversation at support@upsmith.com. If the fact was in the conversation and your rule asked for it, we want to see why it was missed.

Where to go next

• Scheduling and Bookings: how agents book in the first place

• Job Limits: capping how full a day gets