Andy - Appointment Confirmation
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In this article group
Andy texts customers before their appointment to make sure it still works. He works the way a good CSR works through tomorrow's board, using only what your ServiceTitan account tells him.
So when Andy does something you didn't expect, the answer is almost always in your ServiceTitan records: the appointment's date, its job type, or whether it's already marked confirmed. This article explains each rule he follows and why it's there. You can change most of them yourself by asking Jenny.
If you're here because Andy texted a customer and you're not sure why, skip to Why did Andy text this customer? near the end.
What Andy does
Finds upcoming appointments that aren't confirmed yet.
Texts the customer to confirm, and marks the appointment confirmed in ServiceTitan when they say yes.
If the time doesn't work, offers new open times and moves the appointment.
Answers routine questions about the visit, and hands everything else to your team.
Where Andy gets his information
Appointments: the date and arrival window, the job type, whether it's confirmed, and whether the job is still scheduled.
Your availability: open times, capacity rules and blocked days, for rescheduling.
Customer records: phone numbers, residential or commercial, do-not-contact and do-not-service status, and tags.
Why this matters: Andy can only confirm what's on your board. If an appointment is on the wrong date in ServiceTitan, he'll confirm the wrong date. If your office already confirmed it by phone but didn't mark it confirmed, he'll text anyway.
Which appointments Andy confirms
Upcoming appointments that aren't confirmed yet. If your office has already marked an appointment confirmed in ServiceTitan, Andy doesn't text.
Customer-facing job types only. Job types your team uses internally, such as after-hours or behind-the-scenes work, are never mentioned to the customer.
The job types your account covers. Some accounts leave out certain jobs, such as installs, that your office confirms by phone.
Residential customers, on most accounts.
He always texts about the specific appointment the campaign picked, by its service and date, even if the customer has others on the books.
When Andy texts
Andy texts on set days before the appointment, at about 9:30 a.m. your shop's local time, every day of the week.
On most accounts that's 7 days before and again the day before, if the appointment still isn't confirmed. Some accounts use other days, such as 2, 3, 5 and 7 days before.
Example: an appointment on Thursday, October 15th gets Andy's first text on Thursday, October 8th. If the customer hasn't confirmed by then, he texts again on Wednesday, October 14th. If they confirm after the first text, he doesn't send the second.
Why these days: a week out gives the customer time to rearrange, and the day before catches anyone whose plans changed.
Who Andy skips
Appointments already confirmed in ServiceTitan.
Jobs that aren't scheduled anymore: cancelled, on hold, or done.
Customers marked do-not-contact or do-not-service, or with one of your exclusion tags. These always win.
Customers who've ignored recent texts. If a number has gone unanswered in two conversations with any of your agents in the last 60 days, no agent texts it until that 60-day stretch passes.
What happens when a customer replies
"Yes" (or just "C"): Andy marks the appointment confirmed in ServiceTitan and thanks them.
The time doesn't work: he offers open times from your availability for that same service, and moves the appointment to the one they pick. On most accounts, he cancels the original appointment and books the new one. If they had more than one appointment to move, he rebooks each separately.
They want to cancel: he cancels it, or flags it for your team if your account is set up that way.
They have a question about the visit: he answers from the appointment and your documents, and flags anything else for your team.
A complaint, billing question or unusual request: he flags it for your team.
"Stop": he marks them do-not-contact, and that holds for every agent.
Andy only offers times your availability actually shows for that service. If nothing works, he hands the conversation to your team instead of guessing.
Flagged conversations show as needing attention in your Conversations inbox, and your team is notified through the path set up for your account. For how escalation works, see Working Your Conversations Inbox.
If the customer doesn't reply
Andy doesn't send separate follow-ups. His next text is the next scheduled day, such as the day before the appointment, if it's still unconfirmed. If the customer never replies, the appointment stays on the board as it is. Andy doesn't cancel or move anything without hearing from them.
How to change how Andy works
In ServiceTitan, your team controls the records Andy reads:
Appointment dates, arrival windows and job types.
Marking appointments confirmed when your office confirms by phone.
Your availability and capacity.
Do-not-contact, do-not-service, and your exclusion tags.
From Andy's page in UpSmith:
Pause and resume his sends.
Change his send time, on the Settings tab under Schedule & limits.
With Ask Jenny, you can change which appointments Andy confirms and when. Tell Jenny what you want in plain language. She shows you a before-and-after, and nothing changes until you confirm. For example:
"Confirm appointments 3 days before and the day before." (changes the days)
"Don't confirm install appointments." (leaves out a job type)
"Include commercial customers." (changes who he covers)
"Don't let Andy cancel appointments. Send cancel requests to the office." (changes how he handles cancellations)
"Make Andy's texts shorter." (changes his tone)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
If you'd like help putting a change into words, or Jenny tells you something is outside what she can do, email support@upsmith.com and we'll take care of it.
Common questions
Why did Andy text this customer?
They have an unconfirmed appointment on one of Andy's set days, usually 7 days out or the day before, for a job type your account covers.
Why did Andy text a customer our office already confirmed?
The appointment isn't marked confirmed in ServiceTitan. Mark it confirmed when your office confirms by phone, and Andy won't text.
Why did Andy text the same customer twice?
They didn't confirm after his first text, so he texted again on the next set day, usually the day before. Or they have two appointments.
Why did Andy cancel an appointment?
The customer said the time didn't work and picked a new one, so he moved it. Or they asked to cancel. To have cancel requests go to your office instead, ask Jenny.
How do I stop Andy texting one customer?
Mark the appointment confirmed in ServiceTitan, or mark the customer do-not-contact or add one of your exclusion tags; those stop every agent.
Can I see how Andy is doing?
Yes. Ask Jenny how many appointments Andy confirmed, moved and cancelled.