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Service Area — Which ZIP Codes Your Agents Treat as Yours

Updated by Sean Daly

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Your service area is the list of ZIP codes your agents treat as yours. When an agent checks whether it can take on a customer, it compares that customer's ZIP against this list.

It's a ZIP check and nothing more. It doesn't decide who your campaigns reach, and it doesn't read anything on the customer's record. It's worth knowing where it applies before you rely on it.

Where to find it

Open Settings, then click Service area under Scheduling & booking.

Only Admins see this page. Members don't get a read-only copy. The page is left out of their Settings list entirely, and a direct link to it opens Profile instead. If the page seems to have disappeared, check which login you're using before anything else.

Where your coverage comes from

Under Coverage source, pick one of two options:

  • All active ServiceTitan zones: every ZIP in every active zone you have in ServiceTitan. When you change a zone in ServiceTitan, the change comes through here on its own. The page says zone edits take about 10 minutes to show.

  • Selected UpSmith regions: only the regions you tick on this page count. A ServiceTitan zone counts only if it's part of a zone region you've ticked. Every other zone is ignored.

If nobody has ever saved this page, your agents use All active ServiceTitan zones.

Some ServiceTitan zones list ZIPs as patterns ending in *, such as 750*, which covers every ZIP starting with 750. The page counts these separately from ordinary ZIPs, so you'll see totals like {n} ZIPs + {n} prefixes. Coverage comparison shows the total for your saved regions next to the total for all active ServiceTitan zones. The regions total only counts regions you've saved, not boxes you've just ticked. To see what a switch would change, check each region's own count in the list, or ask Jenny: her confirmation card shows coverage before and after.

Setting up regions

  1. Under UpSmith regions, click Create region.

  2. Enter a Name and choose a Region type: ZIP codes or ServiceTitan zones.

  3. For ZIP codes, type each five-digit ZIP and press Enter. For zones, pick one or more from the list.

  4. Click Create region. You'll see "Region created".

  5. Choose Selected UpSmith regions as your coverage source, then tick the regions you want. The checkboxes stay greyed out until you've chosen that source.

  6. Click Save service area. You'll see "Service area saved".

Some things to know about regions:

  • A ZIP-code region is a fixed list. It changes only when you edit it.

  • A zone region updates when ServiceTitan does. It covers whatever ZIPs those zones hold, so a ZIP added to the zone in ServiceTitan is covered here too.

  • Regions are shared. The page says they're used by service area, routing and capacity settings, so editing a region changes it everywhere it's used. That includes campaigns: if a campaign is limited to a region, adding or removing ZIPs or zones there changes who that campaign can reach, even though your service-area choice on this page doesn't. To change a region, click the pencil next to it.

  • You can't delete a region yourself. There's no delete on this page or through Jenny. Untick it so it no longer counts toward your service area, or rename it so it's clearly not in use. To have one removed, email support@upsmith.com and we'll delete it for you. Check first that no campaign or routing setting still uses it.

Test a ZIP before you rely on it

Under Test a ZIP code, enter a five-digit ZIP and click Test ZIP. You'll get "{ZIP} is in your service area." or "{ZIP} is outside your service area."

The test checks what's saved, not what's on screen. Save your changes first, then test.

If your source is All active ServiceTitan zones, a line under the answer shows when UpSmith last synced them: "Checked against ServiceTitan zones synced {when}. Zone edits in ServiceTitan take about 10 minutes to show here." If that line turns amber and reads "ServiceTitan zones last synced {when}, so this answer may be out of date.", the sync is behind and your agents will hold back from answering (see below). With Selected UpSmith regions there's no sync line, even for zone regions.

What your agents do with it

  • The ZIP is in your area. The agent confirms it and carries on.

  • The ZIP is outside your area. The agent tells the customer it isn't a ZIP you cover. Depending on how the agent is set up, it may also raise a Cannot Serve — Needs Review escalation so someone on your team can decide.

  • Coverage can't be confirmed. If your source is All active ServiceTitan zones and they haven't synced for a while, or your coverage has no ZIPs in it at all, the agent doesn't say yes or no. It asks for the full address or hands the customer to your office. We built it this way on purpose, so an out-of-date list doesn't turn away a real customer.

  • The customer has moved. The agent checks the new ZIP before adding the address. If the ZIP is inside your area, it adds the new address and deactivates the old one. If it's outside, nothing is added. The agent raises Cannot Serve — Needs Review, and outreach to that customer stops.

  • The customer names a city or county. Your coverage is made of ZIP codes. Some agents can answer "do you cover {city}?" from your ServiceTitan zones, but only where UpSmith has set that up for you. They can confirm a city, but they never turn anyone away based on a city. If they aren't sure, they ask for the ZIP or address.

A saved change applies to every check from then on.

What it doesn't do

  • It doesn't choose who your campaigns reach. A campaign picks its own audience, and the service area isn't checked when it does. A campaign can be limited to regions, but one with no regions set can reach customers anywhere. If a campaign texted someone outside your area, look at that campaign's targeting, not this page. Ask Jenny to check it, or email support@upsmith.com.

  • It can't make an exception for one customer. The check looks at the ZIP and nothing else. A note on the ServiceTitan location saying the office has agreed to serve this customer won't change the answer. To serve one customer outside your area, book them yourself. You could also add their ZIP to your coverage, but that opens the whole ZIP, not just that customer.

  • It doesn't change ServiceTitan. Regions live in UpSmith. To change a zone, edit it in ServiceTitan.

  • Not every agent checks coverage. Whether an agent runs this check depends on how UpSmith set it up. If you're not sure whether yours do, email support@upsmith.com.

Changing it with Jenny

Admins can ask Jenny instead of opening the page. For example:

  • "What's our service area set to?": she tells you the source, which regions are ticked and how many ZIPs that covers.

  • "Only cover our North and Central regions." or "Go back to using all our ServiceTitan zones.": she shows a Confirm: change the service area card with your coverage before and after. Nothing changes until you confirm, and the change takes effect as soon as you do.

Jenny can switch the source and choose which existing regions count. She can't create or edit regions. Do that on the page. If a Member asks, Jenny tells them it needs Admin access.

Troubleshooting

The Service area page is gone. You're probably signed in as a Member. The page only appears for Admins, and a link to it opens Profile instead. Sign in as an Admin, or ask one on your team.

A ZIP you serve tests as outside, or an agent turned that customer away. If your source is All active ServiceTitan zones, check that the ZIP is in an active zone. If you've just added it, give it about 10 minutes and test again. If your source is Selected UpSmith regions, the ZIP has to be in a region you've ticked. A ServiceTitan zone only counts if it's in a ticked zone region.

An agent couldn't confirm coverage for a ZIP you clearly serve. Test the ZIP. If your source is All active ServiceTitan zones and the sync line is amber, or reads "ServiceTitan zones haven't synced yet, so this answer may not match ServiceTitan.", your agents won't confirm anyone until the sync catches up. If it stays like that, email support@upsmith.com.

Save service area is greyed out. Either nothing has changed since your last save, or you've chosen Selected UpSmith regions without ticking any. The page tells you: "Select at least one region before saving."

The region checkboxes are greyed out. Choose Selected UpSmith regions under Coverage source first.

Create region won't save. A region needs a name and at least one ZIP or zone. The dialog says "Add at least one ZIP code." or "Add at least one zone." Each ZIP has to be five digits.

A campaign reached someone outside your area. This page didn't cause it. Campaigns choose their audience separately (see above).

Common questions

Should I list ZIP codes or cities? ZIP codes. Coverage is checked by ZIP. Some agents can also answer a city or county question from your ServiceTitan zones, but only when UpSmith has set that up for you, and they never turn anyone away based on a city.

Can a note in ServiceTitan override the check? No. The check only reads the ZIP. Book the customer yourself.

I added a zone in ServiceTitan. Do I need to do anything here? Not if your source is All active ServiceTitan zones. It comes through in about 10 minutes. With Selected UpSmith regions, it only counts once you add it to a zone region you've ticked.

Do changes take effect straight away? Yes. The next check uses the saved coverage.

Can a Member see or change this? No, not on the page and not through Jenny. Ask an Admin on your team.

Can I delete a region? Not yourself. Untick it so it no longer counts, or email support@upsmith.com and we'll delete it for you.

Where to go next