ServiceTitan web scheduler and booking: how online booking works

ServiceTitan's online booking tool today is Scheduling Pro. It lets customers book from your website and Google, and it replaces the older Schedule Engine. Bookings arrive in ServiceTitan as jobs or leads, depending on how you set it up. Most bad web bookings trace back to four settings: job type mapping, business unit rules, capacity and job durations.

What is the ServiceTitan web scheduler?

People search for "ServiceTitan web scheduler," but ServiceTitan's current help pages call the online booking tool Scheduling Pro. They describe it as "a Pro add-on product" and a modern scheduler that gives customers real-time availability, question logic and mapping inside your ServiceTitan account (Scheduling Pro home). ServiceTitan introduced it as "the next generation in ServiceTitan online scheduling" (ServiceTitan blog).

We did not find the phrase "Web Scheduler" defined on those pages. If your account still shows that name, ask your ServiceTitan success manager which product you are on.

What happened to Schedule Engine?

Schedule Engine is the legacy standalone booking platform. ServiceTitan's page says "Scheduling Pro is now available to replace Schedule Engine on your website" (Schedule Engine home). The same page says ServiceTitan is "maintaining the legacy Schedule Engine to support traditional scheduling workflows," and it does not announce a shutdown date. Treat a migration as your choice for now, and confirm timing with ServiceTitan.

What do I need before building a scheduler?

Scheduling Pro asks for these records first: zones, job type mapping, business hours, campaigns, a Scheduling Pro tag and a phone number for the scheduler (setup guide). The home page adds that the product is a paid add-on, and you request a demo through the Pro Products page (Scheduling Pro home).

Do the prerequisites in order. A scheduler built on a messy job type list will book messy jobs.

How do bookings get into ServiceTitan?

ServiceTitan says "Scheduler requests come into ServiceTitan as booked jobs or leads dependent on your setup" (Scheduling Pro home). On the booking help page: "When customers book online, jobs are created automatically in ServiceTitan and appear on the dispatch board" (Book jobs and schedule appointments).

That page also warns that web bookings from leads default to an Unknown job type, which your office should reclassify after confirming details with the customer. Build that step into a CSR's daily routine, or Unknown will pile up.

How does job type mapping work?

Job type mapping lives under Settings, Integrations, Job Type Mapping. You map each standard job type to one ServiceTitan job type. If several of your custom job types map to the same standard one, you designate the primary one. Mapping affects job duration, business unit assignment and the forms technicians see (setup guide).

You then choose how customers pick a service:

• Standard Job Type Mode uses your mapping as it is, and you pick which services to offer in each trade section.
• Custom Question Mode lets you build up to four levels of branching questions, where each answer leads to a job type or another question.

If your job type list has duplicates or old names, clean it first. Our pricebook and job types cleanup guide covers that.

How do business unit rules work?

Business unit rules decide which business unit a booked job gets, and they take priority over job type mapping. If a job type maps to one business unit, Scheduling Pro uses it. If it maps to several, Scheduling Pro checks your rules first, top to bottom, and the first rule whose conditions all match wins. Rules can use campaign, issue path, job type name, service zone or trade (business unit rules).

One caution from that article: its FAQ says that when you use rules, the business unit mapping in your job type settings "will not be used," while the body text describes a fallback to the assigned business unit. The article does not resolve this, so run a test booking and check where it lands.

Why does my online scheduler show the wrong availability?

Usually capacity or durations. The booking help page says availability depends on Adaptive Capacity, and without it the online scheduler "may show inaccurate availability." It also says each job type needs a defined default duration: "a zero or blank duration causes massive overbooking" (Book jobs and schedule appointments).

Scheduling Pro offers four capacity options: Adaptive Capacity, Adjustable Capacity Planning, Business Hours and Custom Capacity (Scheduling Pro home). Check which one you chose, then check every bookable job type for a duration.

How do I put the scheduler on my website?

ServiceTitan lists install options for Duda, Wix, GoDaddy, WordPress and custom sites (Scheduling Pro home). It also advises running a test booking with Test and Preview before launch. The same page lists Reserve with Google, which lets customers book through Google Search and Maps.

Before you go live, book three test jobs by hand: one per trade you serve, with a service address in a zone and one outside it. Confirm each lands with the right job type, business unit and arrival window, then cancel them.

Can I get a notification when someone books or abandons?

ServiceTitan offers Scheduling Pro webhooks for two events: Session Completed (a job or booking is created) and Qualified Abandoned Session (a customer gave a phone number or email but left before finishing). The page says the feature is in Private Preview, so you ask your Success Manager to enable it (Set up Scheduling Pro webhooks). Setup needs a developer portal app with the Schedulers API scope and a delivery URL for each event. ServiceTitan marks that page as stale, so confirm the steps first.

Abandoned sessions are worth following up by phone while the customer is still shopping. Any message you send from that data should go to people who opted in.

What else does Scheduling Pro include?

The home page lists several features beyond the basics: performance metrics and downloadable session data, SMS opt-in, report templates, webhooks, and a try-before-you-buy demo version (Scheduling Pro home). ServiceTitan's launch post adds support for multiple schedulers (ServiceTitan blog).

Two of these are worth using early. The demo lets you see the customer experience before you pay. The session data shows where customers drop out, which tells you whether the problem is your questions, your zones or your availability. If you run more than one scheduler, give each its own campaign so you can see which one produces bookings.

What mistakes do shops make most often?

Every item here ties back to something in ServiceTitan's own pages:

• Skipping prerequisites. The scheduler asks for zones, job type mapping, business hours, campaigns, a tag and a phone number. Missing one stalls the build.
• Blank durations. The booking help page ties zero or blank durations to overbooking.
• No Adaptive Capacity. Without it, the page warns availability may be inaccurate.
• Ignoring Unknown. Web leads default to an Unknown job type, and nobody owns the cleanup.
• Trusting rules and mapping to agree. The business unit article is unclear on how they interact, so test it.

What should I fix first?

1. Give every bookable job type a real default duration.
2. Remove duplicate and retired job types from the mapping.
3. Decide how you will clear Unknown job types each day.
4. Make a business unit rule for any job type mapped to more than one unit.
5. Run three test bookings and read where each one landed.

Where can The Graphite Lab help?

We are ServiceTitan coaches, and we can look at your booking setup with you. If you want a booking page on your own website, see Booking Buddy in our catalog, or browse all of our tools.