How to Automate Review Requests With ServiceTitan (Step-by-Step Setup)

If you’re using ServiceTitan, you already have everything you need to run a fully automated Google review program. You just need to connect the two systems.

Here’s exactly how the ServiceTitan + LaunchSMS integration works, and how to configure it so that every completed job triggers a review request automatically — without anyone on your team doing anything.

How the Integration Works

LaunchSMS integrates directly with ServiceTitan via native two-way sync. When a job status changes in ServiceTitan, that event triggers an action in LaunchSMS. The most common trigger: Job Status = “Complete” → Send Review Request SMS.

The data flows in real time — within 60 seconds of a ServiceTitan status change, the corresponding LaunchSMS action fires. No CSV exports, no manual triggers, no Zapier required.

Step-by-Step Setup

Step 1: Connect ServiceTitan in LaunchSMS

• In your LaunchSMS dashboard, go to Settings → Integrations → ServiceTitan
• Click “Connect ServiceTitan” and authorize with your ServiceTitan credentials
• Select your ServiceTitan tenant and confirm the connection
• The initial sync runs automatically — your existing customer records import as contacts

Step 2: Create Your Review Request Automation

• Go to LaunchSMS → Automations → New Automation
• Trigger: “ServiceTitan — Job Status Changed”
• Condition: Status = “Complete”
• Action: Send SMS
• Delay: 2 hours (recommended — gives the customer time to get home and settle in)

Step 3: Write Your Review Request Message

Here’s the highest-performing template from our data:

Hi {{customer_first_name}}! Thanks so much for choosing {{company_name}} today. We hope everything is working perfectly! If you have 30 seconds, we'd love a Google review — it means the world to our team: {{review_link}}

Keep it under 160 characters when possible. The {{review_link}} token automatically populates your Google review direct link.

Step 4: Add a Follow-Up (Optional but Recommended)

Add a second automation step: if the customer hasn’t left a review after 72 hours, send a gentle follow-up:

Hi {{customer_first_name}}, just checking in from {{company_name}}! We hope the [service] is working great. If you have a moment, a quick Google review would help us a lot: {{review_link}} — no worries if not!

This follow-up typically adds 12–18% additional reviews on top of the first message.

Additional Triggers Worth Setting Up

While you’re in the automation builder, consider adding these ServiceTitan-triggered automations:

• Job Scheduled → Confirmation SMS: “Your appointment with [Company] is confirmed for [date/time]. Questions? Just reply here.”
• Tech Dispatched → On-the-Way SMS: “Your technician is on the way! Estimated arrival: [time]. Reply with any questions.”
• Invoice Sent → Payment Reminder: “Hi [Name], your invoice from [Company] is ready. Pay securely via text: [payment link]”

The whole setup — ServiceTitan connection, review automation, confirmation, on-the-way alert — takes about 20 minutes in your LaunchSMS onboarding call. Our team walks you through it. Schedule a demo to see the integration live.