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With the Hatch AI + ServiceTitan integration, your AI agent (text or voice) 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

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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: Use the Customer Data feature in the Knowledge tab to connect CRM data fields, so your bot can personalize conversations without customers repeating information.
All of this is in addition to the standard Hatch AI features covered in the Setup Guide.

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How It Works

  1. Your AI agent qualifies the contact for an appointment
  2. The agent consults your ServiceTitan calendar and presents available time slots
  3. Once the contact picks a time, the agent confirms the appointment
  4. The contact card moves to “Appointment Scheduled” in Hatch
  5. The appointment is created on your ServiceTitan calendar

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Setting Up Calendar Integration

  1. Integrate Hatch with ServiceTitan For ServiceTitan users who aren’t Hatch customers, you can find Hatch in the ServiceTitan Marketplace.
  2. Create your bot When creating your bot, you’ll configure calendar settings including:
    • Business unit
    • Job types
    • Lookup period
    • Which calendar to book on (Booking or Dispatch)
    • Whether to send confirmation emails
    • Whether to use arrival windows
  3. Add the Calendar command In your AI Agent Instructions, use the /calendar command to enable appointment booking. See the Setup Guide for details on using commands.

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Bookings vs Dispatch

ServiceTitan offers two different calendars:
  • Bookings Calendar: For setting the appointment with the customer
  • Dispatch Calendar: For identifying which tech to send out and other operational purposes
When setting up your bot, you choose which calendar you want the bot to auto-book appointments on.

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What Happens with Unassigned Jobs?

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With Dispatch Pro

If you’re using Dispatch Pro, Hatch AI will book the appointment on available days and times in the dispatch board. Unassigned jobs appear in the tray at the bottom and get auto-assigned according to your Dispatch Pro settings. You can configure Dispatch Pro to auto-assign based on business unit, job type, skills, technician availability, time window, service location, and more.

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Without Dispatch Pro

Appointments will show up in the “unassigned” basket at the bottom of the dispatch board, where a user will need to manually assign the job.

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Time Zones

ServiceTitan uses Coordinated Universal Time (UTC), while Hatch uses North American time zones. Hatch converts the UTC times to your workspace’s timezone before presenting them to customers.
Make sure your workspace time zone matches the location it corresponds to.

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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, refer to ServiceTitan’s Time Zone Help Article.