How to use Hatch AI to auto-book appointments on your ServiceTitan calendar
With the Hatch AI + ServiceTitan integration, your bot can provide customers with available time slots on your calendar, and once the customer picks the best one for them, actually book it on your calendar.
Use it for:
- Qualifying and scheduling new leads
- Confirming and rescheduling appointments
- Reaching out and scheduling maintenance/recurring services
- And more
Key features
- Arrival windows: This integration supports arrival windows (between 11 and 1, for example), which are common for service businesses.
- Multiple options: Your bot will pull 5 availability slots for the customer to choose from.
- Customization: With the Train Your Bot feature, you can train your bot to fetch CRM data on your contact so they don’t have to repeat information.
All of this is in addition to the standard Hatch AI features, which include Persona, Interactions, Rules, Objections, a Business Profile, and Stalled Conversations - all of which are covered in this Hatch AI help article.
How it works
Watch a video demo here:
Once your bot qualifies your contact for an appointment, it will consult your calendar and give the contact four appointment time slots to choose from.
Once the contact picks a time, the bot will confirm that time with the customer in the manner which you have configured it to do so. For example:
The bot will then move the Hatch contact card to the “Appointment Scheduled” column:
And finally, the bot will create the event on your ServiceTitan calendar:
How to set up Hatch AI with ServiceTitan calendar
Here's a quick run-through of how to use Hatch AI with ServiceTitan for a hands-free booking experience.
- Integrate Hatch with ServiceTitan
For Hatch users, you can view the ServiceTitan Integration page in our Knowledge Base for help. For ServiceTitan users who aren’t Hatch customers, you can find Hatch in the ServiceTitan Marketplace. - Create your Audience
Learn how to create an audience here. Since Hatch integrates with your CRM and lead sources, you can target any criteria in your database. As a ServiceTitan user, examples of audiences you might create include:
- Leads from a particular source (your website, Angi, etc.)
- Prospects quoted X days ago
- Customers with an upcoming or past-due recurring service
- Customers with an upcoming or past-due membership renewal
- Create your Campaign
Now create the message Campaign that you want that Audience to receive. Customize our pre-built templates or build from scratch, to send personalized messages over text, email, or voicemail drop, that keep reaching out over a set number of days, until the contact responds. - Create your bot
You can create a bot from scratch or from a template. There, you will see calendar configuration settings where you can choose:- Business unit
- Campaign
- Job types
- Lookup period
- Which calendar the bot should auto-book on: Booking or Dispatch
- Whether to send confirmation emails
- Whether to use arrival windows
- Configure your bot
Go through all the normal steps for configuring your bot.
Bookings vs Dispatch
ServiceTitan offers two different calendars: a Bookings Calendar (for setting the appointment with the customer) and a Dispatch Calendar (for identifying which tech to send out and other operational purposes).
When you're setting up your Hatch AI bot, you can choose which calendar you want the bot to autobook appointments on.
What happens if Hatch AI books an unassigned job?
The result is different depending on whether you're using Dispatch Pro.
With Dispatch Pro
If you are using Dispatch Pro, Hatch AI will book the appointment on available days and times in the dispatch board.
Unassigned jobs will appear in the tray at the bottom of the dispatch board and will get auto-assigned according to how you have Dispatch Pro set up.
You can set up Dispatch Pro to auto-assign jobs based on business unit, job type, skills, technician shift availability, time window, service location, technician ranking, and more. For example, you might have it only assign jobs from plumbing or electrical business units, and not installation business units.
Without Dispatch Pro
If you are not using Dispatch Pro, Hatch AI will book the appointment on available days and times on the dispatch board. The appointment will show up in the "unassigned" basket at the bottom of the screen, where a user will have to then go in and assign the job. The unassigned job will be visible right away, no matter when the appointment is scheduled.
Where does Hatch AI pull times from in ServiceTitan?
ServiceTitan uses Coordinated Universal Time (UTC), while Hatch uses North American Time Zones (Eastern, Mountain, Central, Pacific). However, Hatch converts the UTC times to your board's timezone before feeding them to the AI prompt. Which means you should make sure your workspace time zone matches that of the location it corresponds to.
- UTC = Coordinated Universal Time, or Zulu
- PST = Pacific Standard Time (UTC - 8 hours)
- ALDT = Alaskan Daylight Time (UTC - 8 hours)
- PDT = Pacific Daylight Time (UTC - 7 hours)
- MST = Mountain Standard Time (UTC - 7 hours)
- MDT = Mountain Daylight Time (UTC - 6 hours)
- CST = Central Standard Time (UTC - 6 hours)
- CDT = Central Daylight Time (UTC - 5 hours)
- EST = Eastern Standard Time (UTC - 5 hours)
- EDT = Eastern Daylight Time (UTC - 4 hours)
- AST = Atlantic Standard Time (UTC - 4 hours)
- ALST = Alaskan Standard Time (UTC - 9 hours)
- HST = Hawaiian Standard Time (UTC - 10 hours)
("Daylight Time" = during Daylight Savings)
What if I have locations in multiple time zones?
If you have a workspace that covers multiple time zones, it’s best to assign each time zone its own workspace so your bot can keep times accurate.
Note that time zones can't be assigned per business unit in ServiceTitan.For more help, you can also refer to ServiceTitan’s Time Zone Help Article.