Feedback on Service Titan Platform and Communication Features

[ms1]

I recently joined Service Titan, and so far, I'm not impressed. There are a couple of things I've noticed, particularly with emails. I want to customize template emails for estimates, invoices, and customer experience feedback. However, I'm unable to add bold, italic, highlights, or any other formatting. It's frustrating because with our previous program, I put a lot of effort into making the emails look amazing to stand out from other contractors, but I can't achieve that with the limited options available.

Additionally, when our techs send "on the way" texts and emails, their pictures used to be attached to their texts, but now it's only in an email format. I'm not happy that their picture and bio only show up in an email; I liked the personal touch in the text messages since it's faster for customers to see. I just feel like for the price we're paying for this program, there should be better communication options with our customers. Please correct me if I am wrong, is there anyway to add a more personal touch to the communications?

[BrittanyB · Accepted solution]

Hi there, 

With the email functionality you're asking for, you're not alone there! That is something that our team is actively working on and there will be a feature where you can customize invoices, estimates, etc etc. In the meantime, you can utilize PDF forms with smart Fields. It does take quite a bit to set up but it is an option if it's something that's driving you crazy before this functionality is available. 

Also we do have the functionality of sending bio photos via text. Make sure that you have a chat phone number set up in Settings. Search for "Chat" in Settings and you may see a warning icon telling you to Setup a phone number. From there, you can choose "Edit phone numbers". You will want to make sure you have a phone number in the Outbound SMS and Outbound MMS fields. In my experience it works best if these are the same. 

Once this is setup, you can search "Customer Notifications" in settings, and select "Dispatch Notifications". You can enable this for both text and email. 

Please also check your DMs from me so I can give you more account specific information. 

[ms1]

Do you have an estimate time of when this would be available?