Automate ServiceTitan & Twilio

Stop paying for mismatched spreadsheets. Sync data between ServiceTitan and Twilio in real-time, so you can manage your operations without the busywork.

Get This Workflow Built

Custom API Integration

Secure Data Transfer

Done-For-You Setup

How the Data Flows

graph LR
    subgraph Source ["ServiceTitan"]
        T1(["Booking"])
    end
    
    subgraph Middleware ["Enterprise Integration Core"]
        W[Webhook
Listener] --> V{Validation
& Auth}
        V -->|Fail| DLQ[Dead Letter
Queue]
        V -->|Pass| Map[Data Mapping
& Transformation]
        Map --> Retry[Rate Limiting
& Retries]
    end
    
    subgraph Target ["Twilio"]
        A1(["Call Legacy"])
    end

    T1 -->|JSON Payload| W
    Retry -->|Authenticated API POST| A1

    style Source fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Target fill:transparent,stroke:#cbd5e1,stroke-dasharray: 5 5
    style Middleware fill:#f8fafc,stroke:#94a3b8,stroke-width:2px
    style T1 fill:#3b82f6,stroke:#fff,stroke-width:2px,color:#fff
    style W fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style V fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Map fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style Retry fill:#1f2937,stroke:#fff,stroke-width:1px,color:#fff
    style DLQ fill:#ef4444,stroke:#fff,stroke-width:1px,color:#fff
    style A1 fill:#e11d48,stroke:#fff,stroke-width:2px,color:#fff

When ServiceTitan and Twilio operate independently, field technicians often miss critical customer notifications. For instance, if a service appointment is rescheduled in ServiceTitan, the manual entry of this change into Twilio for SMS notifications can lead to missed communications. The dispatch team wastes valuable time double-checking schedules and manually sending updates, which can result in customer dissatisfaction and operational delays.

Top Ways to Automate ServiceTitan & Twilio

Automated Appointment Reminders: Automatically send SMS reminders to customers about upcoming appointments scheduled in ServiceTitan, reducing no-shows and enhancing customer satisfaction.
Instant Customer Notifications: Trigger immediate SMS notifications for service updates, delays, or changes directly from ServiceTitan, ensuring customers are always informed and engaged.
Streamlined Follow-Up Communication: Automate follow-up messages after service completion, allowing for easy collection of feedback and encouraging repeat business through personalized outreach.

How to Build the ServiceTitan → Twilio Sync

In ServiceTitan, navigate to the Webhooks settings and create a new webhook that triggers on the 'Appointment Rescheduled' event.
Set the webhook URL to your server endpoint that will handle the incoming data, e.g., https://your-server.com/api/serviceTitanWebhook.
In your server code, listen for POST requests on this endpoint and extract the relevant payload data such as 'appointment_id', 'new_date', 'customer_phone'.
Using the Twilio REST API, construct a POST request to https://api.twilio.com/2010-04-01/Accounts/{AccountSid}/Messages.json.
In the POST request, include the following parameters: 'To' set to the extracted 'customer_phone', 'From' set to your Twilio number, and 'Body' containing a message like 'Your appointment has been rescheduled to {new_date}'.
Ensure your server responds with a success status to acknowledge the webhook receipt.

Developer Warnings & API Gotchas

Ensure that the 'customer_phone' number format matches Twilio's requirements; otherwise, the SMS will fail to send.
Be cautious with the payload size from ServiceTitan; if it exceeds Twilio's limits, the message may not be sent, leading to missed notifications.
Check for any null values in 'new_date' before sending to Twilio; if not handled, it could result in sending incomplete or erroneous messages.

Supported API Operations

We leverage official, stable endpoints to ensure secure data transfer. No deprecated legacy routes.

When this happens in ServiceTitan... Booking

Do this in Twilio Call (Legacy)
When this happens in ServiceTitan... Booking Providers

Do this in Twilio Call Phone
When this happens in ServiceTitan... Business Units Data

Do this in Twilio SMS (Legacy)
When this happens in ServiceTitan... Campaigns

Do this in Twilio Send SMS
When this happens in ServiceTitan... Employees Data

Do this in Twilio Send WhatsApp Message

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I can see you're looking at mapping ServiceTitan to Twilio. Tell me about your current setup—what's the specific bottleneck you're trying to automate right now?