Sunny - Post-Service Follow-Up
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Sunny follows up with your customers after a job is done. She thanks them for having your tech out, asks for a Google review, and gives them an easy way to tell you if anything wasn't right. She works the way a good CSR works through yesterday's completed jobs, using only what your ServiceTitan account tells her.
So when Sunny does something you didn't expect, the answer is almost always in your ServiceTitan records: when a job was marked complete, what it was, the technician on it, or a tag. This article explains each rule she follows and why it's there. You can change most of them yourself by asking Jenny.
If you're here because Sunny texted a customer and you're not sure why, skip to Why did Sunny text this customer? near the end.
What Sunny does
Texts customers after a completed job: a thank-you, an opening to tell you about any problem, and an invitation to leave a Google review.
On some accounts, asks a quick satisfaction question instead of, or as well as, the review invitation: "How likely are you to recommend us, 0 to 10?" plus a question about the technician.
Passes anything a customer raises straight to your team: a complaint, a question, an invoice issue, a second problem they noticed.
Records it when a customer accepts or declines a quote your tech left.
Sunny doesn't book or reschedule appointments, settle complaints, or offer anything in exchange for a review. Those go to your team.
Where Sunny gets her information
Sunny reads your ServiceTitan account, refreshed throughout the day:
Jobs: when a job is marked complete, what the work was, what it cost, and its tags.
Appointments: which technician was out, and whether a return visit is already on the board.
Estimates: any quote the tech left, so she can record a yes or no.
Customer records: phone numbers, do-not-contact and do-not-service status, and tags.
Why this matters: Sunny can only be as accurate as your records. If a job is marked complete before the work is finished, she'll follow up too early. If the wrong technician is on the appointment, she'll thank the customer for the wrong person. Fix it in ServiceTitan and it's fixed for Sunny too.
What Sunny sends
Sunny's review invitation is a single text, in this order:
The customer's first name, her name, and your company.
Thanks for having your technician out, by first name, and one true detail about what they came for, in the words a homeowner would use.
An easy way to tell you if anything wasn't right. Replying to the text is enough.
One sentence asking for a review and saying it helps your team.
Your Google review link, last, on its own line.
She keeps it to a few short sentences. Some rules she follows every time:
She never reads your job type names to the customer. Many are internal shorthand ("SVC-DIAG-RES") that customers were never meant to see.
She only mentions details that are on the completed job. If the job doesn't say much, she keeps it general rather than make something up.
She never says how the visit went, or what your technician thought of it. She wasn't there, and the customer is the one she's asking.
If no technician is on the job, she writes "someone from our team" instead of guessing a name.
Why every customer gets the same invitation
Sunny sends the review invitation to every customer whose job qualifies, whether or not she thinks they're happy. A complaint in the job notes, a return visit, or an unhappy reply in the past doesn't hold it back.
Why: Google's review policy doesn't allow a business to ask only the customers it expects to leave good reviews. Businesses that do can have reviews taken down or their Google profile suspended. For the same reason, Sunny never offers a discount or other reward for a review, and never asks the customer to mention anyone or anything in particular.
Sunny doesn't ask for Yelp reviews at all. Yelp's rules don't allow businesses to ask for reviews.
The opening to tell you about a problem is how Sunny catches unhappy customers, and it's in every text. A customer who replies with a complaint goes straight to your team, usually before they'd think about writing a review.
When Sunny adds a customer to her list
A customer is added when a qualifying job is marked complete in ServiceTitan. Sunny works in one of two ways, depending on how your account is set up:
Right after the job. Most accounts have Sunny text about 30 minutes after your technician marks the job complete.
The next weekday morning. Some accounts have Sunny work through recently completed visits each weekday at 9:30 a.m. your shop's local time.
Example: your technician marks an AC repair complete on Tuesday, October 6th at 2:10 p.m. With the standard setup, the customer gets Sunny's text at about 2:40 p.m. With the next-morning setup, they get it Wednesday, October 7th at 9:30 a.m.
A job counts as complete only when it actually moves to complete: from scheduled, dispatched, in progress or on hold. Why: an office editing an old job, or a batch of history being imported, shouldn't set off texts about visits from months ago. Just before she writes, Sunny checks again that the job is still complete. If it's been reopened, she sends nothing and waits for it to close again.
Your account can also run other Sunny campaigns. For example, one contractor ran a one-time campaign to invite customers whose jobs finished in the weeks before Sunny went live.
Which jobs and customers Sunny skips
Sunny won't text about a job, or won't text the customer, if any of these are true:
It was a no-charge job. On most accounts, Sunny only follows up on paid work.
It doesn't meet your account's job rules. Some accounts set a minimum job total ($50, $100 and $150 are common), limit Sunny to certain job types or service areas, or skip jobs with a tag like "No Review Requests."
It's a return visit for work she already asked about. A callback, warranty visit or return trip belongs with the original job. The customer gets one invitation for the whole repair, after the last visit. Why: two review requests for one repair feels like nagging.
Sunny texted this customer in the last 30 days. A customer with two jobs in the same month gets one invitation, not two.
They're marked do-not-contact or do-not-service, or have one of your exclusion tags. These always win.
They've ignored recent texts. If a customer's number has gone unanswered in two conversations with any of your agents in the last 60 days, no agent texts them until that 60-day stretch passes.
There's no phone number on the customer.
If the customer doesn't reply
Review invitation: Sunny sends one short reminder seven days later, on a weekday. She doesn't repeat the first message or thank them for feedback they didn't give. Why seven days: most reviews that are going to happen come within a few days of the job, so a single later nudge catches the few who meant to and forgot.
Satisfaction question: on accounts that use it, Sunny sends one follow-up the next weekday.
She stops as soon as the customer replies or opts out. After that she won't text them again about this job.
What happens when a customer replies
A complaint, concern or question: Sunny acknowledges it in the customer's own terms and flags the conversation for your team right away. It shows as needing attention in your Conversations inbox, and your team is notified through the path set up for your account. She doesn't defend the technician, diagnose the problem, or promise a time or a visit. She tells the customer plainly that your office has it.
Something your team needs to act on: a part still on order, an invoice question, a second issue they noticed, a request for a call. She notes it on the customer and flags it for your team.
A yes or no on a quote your tech left: she records it and confirms with the customer.
A request to schedule or reschedule: she doesn't book. She flags it and tells the customer someone will reach out.
A request to renew a membership: she passes it to your team to follow up.
A thank-you, or "I left a review": she thanks them once and ends the conversation.
A satisfaction score: on accounts that ask, she records the score and asks about the technician.
"Stop": she marks them do-not-contact, and that holds for every agent.
For how escalation works, see Working Your Conversations Inbox.
How Sunny knows a job is done
Sunny goes by the job's status in ServiceTitan. Marking a job complete is what starts her follow-up.
She checks again before she writes. If the job has been reopened, put on hold, or rescheduled since, she sends nothing.
If the customer says the work isn't finished, she apologizes for reaching out early, doesn't ask for a review, and ends the conversation.
How to change how Sunny works
In ServiceTitan, your team controls the records Sunny reads:
When jobs are marked complete, and whether they're no-charge.
The technician on each appointment.
Job tags, including any "no review" tag your account uses.
Do-not-contact, do-not-service, and your exclusion tags.
From Sunny's page in UpSmith:
Pause and resume her sends.
With Ask Jenny, you can change who Sunny follows up with and how. Tell Jenny what you want in plain language. She shows you a before-and-after, and nothing changes until you confirm. For example:
"Only have Sunny follow up on jobs over $150." (changes the minimum job total)
"Skip jobs tagged Warranty." (skips a tag)
"Only follow up on plumbing jobs." (limits trade or job type)
"Send the review reminder after five days instead of seven." (changes the reminder)
"Don't send a reminder at all." (turns the reminder off)
"Wait 60 days before Sunny texts the same customer again." (changes the wait)
"Make Sunny's texts shorter and more casual." (changes her tone)
"Invite customers whose jobs were completed in the last two weeks." (starts a catch-up campaign)
See Build & Edit Campaigns with Ask Jenny and Adjust Your Agent's Persona & Objectives.
Through UpSmith, ask us to change:
How soon after a job is marked complete Sunny texts.
Your Google review link, including which link goes with which location if you have more than one.
Whether Sunny asks for a review, asks a satisfaction question, or both.
Email support@upsmith.com. We're also happy to help put a Jenny change into words.
Common questions
Why did Sunny text this customer?
A job of theirs was marked complete in ServiceTitan, it met your account's job rules, Sunny hadn't texted them in the last 30 days, and none of the skip rules applied. To see which job she used, look at the customer's most recently completed job, or send us the conversation.
Why did Sunny ask an unhappy customer for a review?
Google doesn't allow businesses to ask only happy customers, so Sunny invites everyone whose job qualifies. Her text also invites them to tell you what went wrong, and a complaint goes straight to your team. If a job shouldn't get a follow-up at all, tag it with your "no review" tag in ServiceTitan before it's marked complete.
Why did Sunny text before the work was finished?
The job was marked complete in ServiceTitan. Sunny checks again just before she writes, but if the job still shows complete, she goes ahead. If the customer tells her the work isn't done, she apologizes and doesn't ask for a review. Keep jobs open until the work is finished.
Why did Sunny text a customer late in the day, or early in the morning?
With the standard setup, Sunny texts about 30 minutes after the job is marked complete, so the text goes out whenever the job was closed. If your team closes out jobs in a batch at the end of the day, or first thing the next morning, the texts go out then.
Why did Sunny thank the customer for the wrong technician?
She uses the technician on the completed appointment in ServiceTitan. If someone else did the work, update the appointment.
Why didn't a customer get a review invitation after their callback?
A callback or warranty visit shares the original job's invitation. The customer gets one invitation for the whole repair, after the last visit.
Why hasn't Sunny texted a customer I expected her to?
Check the skip rules: a no-charge job, a job under your minimum, an excluded job type or tag, a text from Sunny in the last 30 days, a do-not-contact flag, or no phone number. If none of those apply, send us the customer's name and the job, and we'll check.
How do I stop Sunny texting one customer?
Mark them do-not-contact in ServiceTitan or add one of your exclusion tags; that stops every agent. To skip one job, tag it with your "no review" tag before it's marked complete.
Can I see how Sunny is doing?
Yes. Ask Jenny how many customers Sunny followed up with and how many replied. If you use the satisfaction question, ask Jenny for your scores. If your ServiceTitan account collects Google reviews, Jenny can show you how many came in.