Field service dispatch planning
Scope after-hours intake, supported ServiceTitan access, and dispatcher-owned exceptions.
Last reviewed: . Published by Phantom Workflow. Editorial contact: Kurt James.
Planning guidance, not client results, performance benchmarks, or a completed implementation. This HTML page and its PDF use the same reviewed content.
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Separate inquiry and dispatch
An after-hours request should move through explicit states: received, reviewed, routed, accepted, or unresolved. An acknowledgment must not imply that a technician accepted a job.
The business supplies service coverage, escalation rules, roster ownership, and approved instructions. Intake automation should not invent safety guidance or promise a response that staff have not authorized.
Confirm ServiceTitan access
ServiceTitan documents app authentication and an integration environment. Confirm the account and resource permissions required by the proposed workflow before promising schedule or job operations.
Identify the specific current documentation for each intended operation. An authentication example does not establish capacity-checking, appointment creation, or pricing behavior. Keep those assumptions out of the pilot until verified.
Map dispatch ownership
Record the on-call owner and backup for each shift. Separate an attempted call transfer from an accepted dispatch, and establish the callback path for busy or unanswered destinations.
Keep unresolved requests visible at shift changes. The next staff member should see the original inquiry, attempted contacts, approved messages, and the decision still required.
Verify the pilot
Test out-of-area callers, unavailable permissions, repeated requests, an uncertain write result, and a dispatcher rejection. Have staff inspect the final business record.
Measure accepted handoffs, manual corrections, and unresolved tasks using the business's own records. This is a proposed workflow, not a claim of completed ServiceTitan delivery or a guarantee about dispatch speed.
Decisions to document
| Checkpoint | Decision |
|---|---|
| Coverage | Which locations and request types are in scope? |
| Access | Which documented operations are permitted in the account? |
| Dispatch | Which event confirms staff acceptance? |
| Fallback | Who receives unresolved work at the next shift? |
Sources
- ServiceTitan: First API Call. Checked 2026-10-05.
- Twilio: TwiML Dial reference. Checked 2026-10-05.