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What are on-call shifts on the ServiceTitan technician shift calendar?

On-call shifts represent time when a technician is not scheduled for standard jobs but is available to take after-hours or emergency calls. On the ServiceTitan technician shift calendar:
  • On-call time is typically shown as yellow shifts, while scheduled shifts are shown in green.
  • These shifts indicate technicians who can be dispatched outside normal business hours.
  • With some configuration, on-call shifts can be used by Avoca to understand who is available after-hours, how much capacity is left for booking, and automatically notify on-call technicians about emergencies.

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Background: How to create yellow (on-call) shifts in ServiceTitan

To add on-call (yellow) shifts for a technician:
1
Open the technician shift calendar
  • Go to Schedule in ServiceTitan.
  • Open the Technician Shifts view.
2
Create a new shift
  • Hit the “Create Shift” button, and enter the shift start and end time and technician.
  • Make sure to check off the “On Call” option.
  • Select Add to Schedule
Once saved, these yellow shifts become the source of truth for who is on call and when.

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Configuring Avoca to read capacity planning after-hours using on-call shifts

1
Reach out to your Avoca account manager to ask them to configure the setting to enable Avoca pulling in on-call shifts.
NOTE: ServiceTitan itself does not take yellow (on-call shifts) into account when calculating open hours in Adjustable Capacity Planning. Unlike scheduled capacity, Avoca will not automatically read on-call shift capacity — this must be specifically configured within Avoca by contacting your Account Manager.
2
Ensure you have an arrival window (or arrival windows) for after-hours windows. You can do this by typing “Arrival” in your ServiceTitan settings and finding the Arrival Windows settings:
Then, by pressing “Add Arrival Window”, and creating windows filtered to All Business Units that have the start time of your on-call service and the end time when your on-call service wraps up.
Once this is complete, Avoca will use your ServiceTitan schedule and the arrival windows you created to understand when on-call technicians can be booked. Avoca will:
  • Recognize yellow (on-call) shifts as time when technicians are available for after-hours or emergency jobs.
  • Uses this information so that, when customers call or submit requests after-hours, Avoca can:
    • Check capacity during the on-call window and check which technicians are working.
    • Offer booking times that align with your configured on-call coverage.
This ensures Avoca is only booking into valid after-hours capacity.

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Configuring Avoca to auto-sync yellow (on-call) ServiceTitan shifts into Avoca’s on-call calendar

Avoca can automatically keep its on-call calendar in sync with the yellow on-call shifts you maintain in ServiceTitan.
NOTE: If your on-call shifts are configured for the full day because your technician on-call rotations run for a full day, these shifts when synced into the Avoca on-call calendar will notify technicians about emergencies even during the workday. If that’s not expected behavior, ensure your yellow on-call shifts are only set up for outside of business hours. (For example, change your on-call shifts for a given day:
  • From being set up from midnight through midnight, to:
  • Being set up from midnight to 8AM and 5PM through midnight instead, if your business hours are 8AM-5PM
Purpose
  • The Avoca on-call calendar allows Avoca to text and call your technicians for any urgent emergencies after-hours
    • Additionally, it allows us to ping a backup technician if a primary does not acknowledge a job within a given period of time
    • It allows managers to be notified about any incoming emergencies
    • It also enables Avoca to assign after-hours booked jobs to technicians in ServiceTitan by determining who is on-call and assigning based on trade, zone, and more.
Explanation At a high level, the integration works as follows:
  1. Your team manage on-call shifts in ServiceTitan: Admins create and maintain yellow on-call shifts for each technician on the ServiceTitan shift calendar.
  2. Avoca automatically syncs shifts from ServiceTitan: Avoca regularly reads your technician shift calendar on an hourly basis and runs a sync automatically so that changes in ServiceTitan are reflected in Avoca without manual updates. This means the yellow shifts pulled from ServiceTitan are written into Avoca’s on-call calendar.
How to Configure Follow the guide below:

On-Call Calender Setupe & User Guide - Untitled

Last modified on February 19, 2026