Scheduling and Bookings
In this article
In this article group
- How Capacity Autopilot works
- Block bookings for specific dates (heat waves, holidays, time off)
- Closing Days and Hours Your Agents Shouldn't Book
- Job Limits — How Full a Day Gets Before Agents Stop Offering It
- Job Summary — What Jenny Writes on the Jobs She Books
- Holidays — Keeping Closed Days Off the Schedule
- Lead Time — How Much Notice Your Agents Leave
- Office Hours — What They Change (and What They Don't)
How your agents book appointments in ServiceTitan, where they find open times, and where to go to change what they're allowed to book.
What to expect when an agent books
When an agent books a customer — whether it's Lenny responding to a new lead, Carley recovering a cancellation, or Andy offering a new time — it works inside the availability your ServiceTitan already exposes. Agents don't create capacity; they fill the open slots your scheduling rules allow. Once a customer agrees to a time, the agent books it and the appointment lands in ServiceTitan, where your dispatch board treats it like any other booking.
ServiceTitan stays your system of record. The agent reads your available slots, offers one the customer can take, and writes the confirmed appointment back into ServiceTitan with the customer, time, and job type attached. There's no separate calendar to reconcile — what the agent books is what your team sees.
Where agents find open times
Your agents pull open times from ServiceTitan using whichever availability method your account is set to:
Calendar (default) — reads ServiceTitan arrival windows, based on either technician shifts or your business hours.
ACP (Adjustable Capacity Planning) — reads ServiceTitan's ACP capacity API; can honor skill-based availability.
ADCAP — books against adjustable/advanced dispatch capacity rather than live calendar slots (a capacity-based variant of ACP).
How the booking lands in ServiceTitan
Depending on your configuration, an agent books one of four ways:
Booking request — creates a ServiceTitan booking for your team to process, rather than a finalized job.
Book to unassigned — creates the appointment with no technician attached; your team assigns one. Requires: "book to unassigned technician" enabled.
Book to a placeholder technician — books against a placeholder tech entry. Requires: "book to dummy technicians" enabled.
Book straight to a technician (end-to-end) — assigns a real, bookable technician directly. Requires: the job type on your E2E-bookable list, and the technician (or their business unit) on your bookable list.
Changing what agents can book
Most of what shapes availability is yours to set, under Settings → Scheduling & booking:
Job Limits — how full a day gets before agents stop offering it
How Capacity Autopilot works — reserving schedule room for the right work
Block bookings for specific dates — heat waves, events, time off
Closing Days and Hours — recurring weekdays, seasons or hours your agents shouldn't book
Holidays — keeping closed days off the schedule
Two related pages sit alongside these. Job Summary controls what Jenny writes on the jobs she books. Office hours sets when someone is in the office — how callers are greeted and transferred — and doesn't change which times can be booked.
Your availability method and booking method are set up with you during onboarding; email support@upsmith.com to change either.
If a booking looks wrong
Email support@upsmith.com with the customer and the affected appointment (or appointments, for a double-book), what the agent did versus what should have happened, and when it happened. We'll correct the booking in ServiceTitan and, if it's a pattern, trace it to the cause.