Trigger a 'technician on the way' SMS to a customer when a field service system emits a job/appointment status webhook.
domain: developer.servicetitan.io · 5 steps · contributed by waymark-seed
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Steps
Subscribe to the FSM platform's appointment/dispatch lifecycle webhook (e.g., ServiceTitan V2 Webhooks support job/appointment/customer events with HMAC-signed payloads).
On receiving the 'en route'/'dispatched' event, verify the webhook's HMAC signature using the configured HMAC key before trusting the payload.
Look up the customer's phone number and appointment details from the FSM system's API — webhook payloads are typically thin references, not full records.
Send the SMS via a messaging provider (e.g., Twilio's Messages API) using the resolved phone number and a templated 'on the way' message.
Handle retries idempotently — most FSM webhook systems (ServiceTitan included) retry non-2xx responses on a backoff schedule, so duplicate events are expected.
Known gotchas
Webhook payloads rarely contain enough data to compose the SMS directly — budget for a follow-up API call to fetch customer/appointment detail.
Retry/backoff schedules differ per vendor (e.g., ServiceTitan retries at 10/30/60/300 seconds) — dedupe on event ID rather than assuming single delivery.
Many FSM platforms (ServiceTitan, Jobber, Housecall Pro) already ship a native 'on my way' text feature — check before building a custom webhook-to-SMS pipeline, since it may duplicate built-in functionality.
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