Mollie - Membership Manager
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Mollie texts your members to book the maintenance visits their plan includes. She works the way a good CSR works through a due-date report, using only what your ServiceTitan account tells her.
So when Mollie does something you didn't expect, the answer is almost always in your ServiceTitan records: a due date, a job type, a membership, or a tag. This article explains each rule she follows, why it's there, and how to change it.
If you're here because Mollie texted a member and you're not sure why, skip to Why did Mollie text this member? near the end.
What Mollie does
Finds members who still have a maintenance visit owed on their plan.
Texts them to book it, answers routine questions about the visit, and books it in ServiceTitan.
Hands everything else to your team: complaints, billing or plan questions, repairs, and anything she can't book.
Mollie only works with active members and the visits their plan includes. She doesn't sell memberships (that's Sally), and she never books outside your scheduling and capacity rules.
Where Mollie gets her information
Mollie reads your ServiceTitan account, refreshed throughout the day:
Memberships: who's an active member, and on which plan.
Recurring services: which visits each plan includes, how often, and when each one is due.
Jobs and appointments: what's already done or booked, so she doesn't offer it twice.
Customer records: phone numbers, do-not-contact and do-not-service status, and tags.
Why this matters: Mollie can only be as accurate as your ServiceTitan records. If a due date, membership or job type is wrong in ServiceTitan, Mollie will act on the wrong information. Fixing it in ServiceTitan fixes it for Mollie too.
What the due date means
When a plan is sold or renews, ServiceTitan puts a due date on each visit the plan includes. Example: a plan sold on April 8th might have its plumbing inspection due the following March 8th and its tune-ups every six months.
The due date is not an appointment. It's when the visit should happen, the same date your office would use to know when to call the member. Mollie uses it the same way. If you change a due date in ServiceTitan, Mollie follows the new date.
When Mollie adds a member to her list
A member is added to Mollie's list once a visit on their plan is within 60 days of its due date.
Example: for a plumbing inspection due March 8th, the member is added around January 7th.
Why 60 days: it gives the member time to find a date that works and gives your team room on the board, without texting about a visit that's still months away. If your office usually calls closer to the due date, or earlier, you can change it with Ask Jenny.
Who Mollie skips
Even with a visit due, Mollie won't text a member if any of these are true:
Their plan isn't active, or this plan year's visit is already done or booked. A booked visit counts as used even before it happens, so a member with an appointment next month isn't texted.
They had the same visit recently. Each visit type has a minimum gap between visits, set by default to 85% of how often that visit comes round — so a twice-a-year tune-up has a gap of about five months, and an annual inspection about ten. Visits that come round less often than once a year, like a two-yearly service, work the same way and get a gap to match.
They had a related repair, install or callback recently, or have one on the board. Your tech was just there, so a maintenance pitch would feel tone-deaf.
They're marked do-not-contact or do-not-service, or have one of your exclusion tags. These always win.
Mollie already texted them about this visit recently. See If the member doesn't reply.
They're outside who your account covers. For example, if your account is set to residential only, or to certain plans, trades or service areas.
When Mollie texts
Mollie checks her list on your account's send days, usually weekday mornings, and texts only during your send hours.
There's a daily limit per campaign, so she may not reach every member on the first day they're added. A large list can take a few days to work through.
If the member doesn't reply
If your account uses follow-ups, Mollie sends a short reminder after a set number of days. If not, she sends one message.
She then waits before trying the same member again about the same visit, commonly about two months. That keeps reminders spaced the way a polite office would space them.
A member stays on Mollie's list until the visit is booked or completed, even after the due date has passed. Why: an overdue visit is still a visit they've paid for, and most contractors want those members brought back in.
If a member turns down one visit — they're skipping this year's, or had it done elsewhere — Mollie stops offering that visit until its next cycle; their other visits carry on. "Not right now" on its own isn't a stop: she makes a note and they stay reachable. If they ask her to stop, or say they'll reach out when they need you, she stops texting them about it for 180 days (or until a date they give) and they stay reachable for everything else. A reply that's just "STOP" stops all texts to that number. An angry stop, or a threat of a bad review, stops all outreach to that customer and flags the conversation for your team. See Do Not Contact — Who Your Agents Won't Reach Out To.
What Mollie offers and books
When a member replies, Mollie offers the earliest open times from that day forward, using your real availability and capacity rules.
The date she books isn't tied to the due date. A member added in January can book in January for a visit due in March. If you'd rather keep visits close to their due date, tell us and we'll limit the dates she offers.
For seasonal visits like cooling tune-ups, she only offers dates within the season.
She books the job type you've set up for that visit, attaches it to the member's plan in ServiceTitan so the visit shows as scheduled, and adds a summary of the conversation to the job.
If she can't find a time that works, she hands the conversation to your team instead of guessing.
How Mollie knows a visit is already done
Visits are counted per plan year. The plan year starts on the date the plan started or renewed, not January 1st.
A visit only counts if it was booked under one of the job types set up for that plan. If your office books maintenance under a different or newer job type, let us know and we'll add it. Otherwise Mollie may think the visit is still owed.
ServiceTitan decides which plan year a visit belongs to. If a visit done just after renewal was closed out against last year's due date, the new plan year still shows one visit owed. Mollie won't text about it until that visit's new due date is within 60 days.
When Mollie hands off to your team
Mollie flags the conversation for your team, through the notification path set up for your account, when:
The member has a complaint, a billing or plan question, or a request beyond the maintenance visit.
She can't find a time that works for them.
They ask for something she isn't allowed to book.
Something in their records doesn't add up, like a visit they say they've already had.
For how escalation works, see Working Your Conversations Inbox.
What you control
In ServiceTitan, your team controls:
Due dates on each member's visits.
Membership status, renewals and cancellations.
Do-not-contact, do-not-service, and your exclusion tags.
The job types you book maintenance under.
From Mollie's page in UpSmith:
Pause and resume her sends.
Change her send time, on the Settings tab under Schedule & limits.
Change her daily limit, send days and the wait before she texts the same member again — Max sends per day, Days of week and Cooldown, in the same section — and her follow-ups on the Follow-ups tab. See Why Your Agent Sent Fewer Messages Than You Expected.
With Ask Jenny, you can change how Mollie's campaigns run. Tell Jenny what you want in plain language. She shows you a before-and-after, and an audience preview for targeting changes, and nothing changes until you confirm. For example:
"Start texting members 30 days before a visit is due instead of 60." (changes how far ahead she starts)
"Only send Mollie's texts Monday through Thursday, 40 a day." (changes send days and the daily limit)
"Add a follow-up two days after Mollie's first text." (changes follow-ups)
"Wait 90 days before Mollie tries the same member again." (changes the wait)
"Only text members on our Gold plan, and leave out commercial members." (changes which plans and customer types she covers)
"Make Mollie sound warmer." (changes her tone)
See Build & Edit Campaigns with Ask Jenny.
Through UpSmith, ask us to change your maintenance plan setup:
Seasons, and the minimum time between visits.
Which job types count as each visit, and the job type she books.
What she calls each visit in her texts.
Limiting the dates she offers to ones close to the due date.
Email support@upsmith.com with what you'd like changed. We're also happy to help put a Jenny change into words.
Common questions
Why did Mollie text this member?
Their plan has a visit owed, the visit's due date in ServiceTitan is within 60 days (or already past), and none of the skip rules above applied. To see which visit and due date she used, open the member's recurring services in ServiceTitan, or send us the conversation.
Why did Mollie text a member who just had their visit?
Usually one of two things: the visit was booked under a job type that isn't set up for their plan, or ServiceTitan recorded it against last year's plan. Send us the conversation and we'll tell you which, and fix the setup if it's on our side.
Why is Mollie texting about next year's visit?
She goes by the due date ServiceTitan has for that visit, starting 60 days before it. If the date is wrong, update it in ServiceTitan. If the timing doesn't fit how your office books, ask Jenny to change how far ahead Mollie starts.
Why did a visit get booked weeks before its due date?
Mollie offers the earliest open times once a member is on her list. If you'd rather keep visits close to their due date, we can limit the dates she offers.
Why hasn't Mollie texted a member I expected her to?
Check the skip rules: a booked visit, a recent visit or repair, a do-not-contact flag, an exclusion tag, or a due date more than 60 days out. If none of those apply, send us the member's name and we'll check.
A member owns two properties — will Mollie book the visits at both?
Yes. She sees the visits owed at each of that customer's service locations, not just one, and books each against the right address.
How do I stop Mollie texting one member?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags. To keep them away from Mollie only, ask Jenny to exclude them from Mollie's campaigns. To skip just one visit type for them, ask us.