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Onboarding to UpSmith Actions

Updated by Sean Daly

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Before your agents can text a single customer, UpSmith has to be connected to ServiceTitan and your business has to be registered with the phone carriers. Setup walks you through both. It takes about fifteen minutes of actual typing, everything saves as you go, and you can leave and come back.

You'll find it behind Complete Onboarding at the bottom of the left nav, with a progress counter reading "Onboarding · {n}/6 completed".

The eight steps

Inside setup, the rail on the left groups the steps in three sections and counts them as you go ("{n} of 8 completed"). The progress card outside setup counts only the six you fill in, so it reads "Onboarding · {n}/6 completed". Steps unlock in order — the rail shows "Finish the earlier steps first." on anything you can't open yet.

Pre-requisites

  1. Connect ServiceTitan — everything downstream reads from this: customers, memberships, job types, technicians and zones.

  2. Add your team — who works in UpSmith and who gets paged.

Carrier registration

  1. Company profile — your carrier brand record.

  2. Business & campaign — what the carriers read before approving you.

  3. SMS opt-in — proof your customers agreed to be texted.

  4. Area code & numbers — the number your customers will see.

  5. Carrier submission — one last review, then you submit your registration.

With our team

  1. Connect with our team — request your setup call.

The button at the bottom of most steps is Save & Continue; come back to a finished step and it reads Save Changes instead. Area code & numbers uses Next, and Carrier submission uses Review registration, then Submit 10DLC. When a step can't be completed, the button greys out and the reason is printed next to it rather than left for you to guess.

You need admin rights to fill any of this in. Everyone else sees the same screens read-only, with "Your administrator is setting this up. This view is read-only."

Step 1 — Connect ServiceTitan

Enter your ServiceTitan tenant ID — digits only, no dashes or spaces — and choose Production. Then approve UpSmith inside ServiceTitan, under Settings → Integrations → API Application Access.

Approving needs ServiceTitan Developer Portal access, which is often a different person than whoever is doing the setup. The panel has a Send these instructions to your admin button that writes the email for you.

While you wait, the page re-checks every 30 seconds, and I've approved it — check now checks immediately. If it's been sitting more than a day you'll see "Still waiting since {date}. This is taking longer than expected. Our team monitors delayed approvals and will follow up if we need anything from you." That's us watching it, not a prompt for you to do something.

Once it's approved, the first sync starts. Recent data lands quickly; the note "Recent data is in. Full history keeps loading in the background over the next days." is normal and doesn't hold anything up.

Step 3 — Company profile, where people get stuck

This is your carrier brand record, so the warning at the top is worth taking seriously: "Check your legal name, EIN and address carefully to avoid registration delays."

  • Use the exact legal name from your IRS letter. The hint says "Use the exact legal name on your IRS CP-575 or 147C letter. A W-9 cannot fill this field." Your DBA goes in DBA / brand name, not here. A mismatch here is the single most common cause of a rejected registration.

  • You can start from a W-9 to save typing. Upload a fillable IRS March 2024 W-9 PDF under 5 MB and it suggests your address, DBA and EIN. Scans won't work. Nothing is saved until you confirm, and the document isn't retained.

  • EIN isn't autosaved. "EIN is saved only when you confirm, not with draft autosave." Every other field drafts as you type; that one doesn't.

  • Pick at least one trade. Otherwise the button stays greyed with "Choose at least one trade."

  • Some entity types can't self-serve. If your Legal entity type isn't one the carrier supports, you'll get "This business classification needs Support assistance before registration." and a Contact Support link. That's a real stop — email us and we'll take it from there.

Once you confirm, your profile goes for identity review. You don't have to wait for it: "You can continue setup while we wait for the result."

Step 5 — SMS opt-in

Carriers check that your customers agreed to be texted before any message can go out, and a reviewer opens your pages themselves. So the URLs you give here have to be publicly reachable — an internal or staging address is rejected.

You'll need a terms and conditions URL, a privacy policy URL, at least one public page showing the opt-in, your expected message frequency, and your replies to HELP and STOP. The HELP and STOP replies have to actually say the words HELP and STOP.

The step offers two ways to meet the requirement, and you only need one: Set up your web embed (marked Recommended) or Use a form already on your website. Click an option to open it.

If you pick the web embed, the widget's settings and a live preview open right inside setup — no trip to Integrations. Saving them doesn't put the widget on your site: "Install the snippet on your website and add the public page below. Carriers need to see the widget on your site; saving its settings does not install it." Save & Continue saves the widget settings and your carrier details together; until the widget's required settings are filled in it stays greyed with "Complete the required widget settings before continuing."

Two banners here mean different things. Carriers still need this from you opens into a list of what's missing on this screen — click an item and most take you straight to that field. "Your registration also needs details from other parts of setup. You can finish this step now." means the gap is on another step — finish this one and keep going.

Step 6 — Area code & numbers

Search an area code and pick a number, then click Next. Picking a number doesn't submit anything yet. Read the intro sentence carefully, because there are two versions and they behave differently:

  • "We purchase your selected number automatically after campaign approval. It is not reserved while approval is pending." — your number isn't held while the carriers review you. If it's taken by then, you'll be asked to choose another and your approved campaign stays in place.

  • "We purchase it after business verification and continue carrier registration automatically." — the older sequence, purchase after verification.

Either way, "Availability can change before purchase. We won't silently choose a different number." Nobody swaps it on you without asking.

Step 7 — Carrier submission

This is your last look before anything goes to the carriers. Click Review registration, check your company, campaign, opt-in details and number, then click Submit 10DLC and Confirm and submit. Use Change number if you want a different one.

After you submit, the Carrier submission step tracks it through Registration request received, Waiting for business verification, Campaign approval in progress, Purchasing your number, Connecting your number and finally Carrier registration approved. You can close the page and come back.

Finishing setup is not going live

Worth saying plainly, because a full row of ticks looks like a finish line. They aren't. Even at Carrier registration approved the page tells you: "Your carrier registration is approved. Complete assisted setup before launch. Approval does not turn on agents." and "Nothing launches automatically. Your team must approve launch separately."

Before your agents send anything, there's still a setup call with us, your job types and availability to configure, and a go-live approval from your side. Request setup call on the last step, Connect with our team, files the request — "Your request is saved. Our team will contact you to arrange a time; a call has not been booked yet." The same page lists what the call covers: which agents launch first and their texting hours; callback routing, after-hours contacts and escalation alerts; membership, pricing and promotional documents; and booking rules, arrival windows and capacity limits. Only an account admin can request it.

Troubleshooting

"We couldn't detect the approval yet." The UpSmith app isn't approved for that tenant in ServiceTitan yet, or it was approved on a different tenant. The panel's own advice: if you approved it more than five minutes ago, email support@upsmith.com.

"This tenant is in a different ServiceTitan environment." Setup was told Production and ServiceTitan says Integration, or the reverse. Either approve UpSmith in the environment setup expects, or email us so we can correct the environment on record. Don't guess — connecting against the wrong one fails every request.

Save & Continue is greyed out and you can't see why. The reason is always printed beside the button. If it just says "Complete the required fields above to continue.", something required is empty — on Step 3 that's usually a representative's details or the support contact block.

"Not available" / "Setup is not enabled for this organization." Either you're not an admin, or your account is already live and past setup. If you're live and still seeing an onboarding widget in the nav, that's a display bug we've fixed — tell us and we'll confirm it's cleared.

Your registration says it needs attention. "Our team needs to review this registration. Contact support before making another submission." Don't submit a second registration — it makes it slower to untangle. Email us.

You already have a messaging number and it isn't registered. "Your existing number needs registration review. Contact support to continue." That one always needs us.

Common questions

How long does carrier registration take? It's out of our hands — the carriers set the pace. The most useful thing you can do is get the legal name, EIN and address exactly right the first time, because a correction restarts the review.

Can I skip a step and come back? Not in the middle — steps unlock in order. But you can leave any step half-finished and return; everything drafts as you type, except the EIN.

Can someone else finish the ServiceTitan approval while I do the rest? Yes, and that's the fastest way. Send them the instructions from Step 1 and carry on with Step 2.

Do I need my ServiceTitan portal login? It's optional. It lets us read dispatch settings the API doesn't expose, and skipping it doesn't hold anything up — "You can add it whenever you like — it does not hold up the rest of the setup."

Will my agents start texting when I finish? No. See above — launch is a separate, deliberate step with a call first.

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