> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# ServiceTitan On-Call Shifts
> This article explains how on-call shifts work in ServiceTitan, how to set them up as yellow shifts, and how Avoca uses them for after-hours capacity planning and automatic on-call scheduling.
### 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**.
### **Background:** How to create yellow (on-call) shifts in ServiceTitan
To add on-call (yellow) shifts for a technician:
**Open the technician shift calendar**
* Go to **Schedule** in ServiceTitan.
* Open the **Technician Shifts** view.
**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.
### Configuring Avoca to read capacity planning after-hours using on-call shifts
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.
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**.
### 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: