Open Products → Responder → Functionality to configure operational behavior. Review these settings with the person who owns your CRM and dispatch process because they can change what Responder creates or updates.
Scheduling and jobs
The available controls can include:
- Rescheduling appointments whose job type is not synced
- Keeping technician assignments when a job is rescheduled
- Creating a customer for an unbooked call when no existing customer is found
- Including technician names when retrieving appointments
- Including upcoming appointments in notification emails
- Showing memberships by service location when finding a customer
- Allowing Responder to cancel ServiceTitan jobs
- Replacing an existing appointment with a new emergency job
- Choosing when technicians are assigned: never, always, emergencies only, first available in ServiceTitan, or a ServiceTitan capacity-planning mode
Enable only behavior your operations team supports. For example, allowing cancellations changes the agent from notifying staff about a cancellation request to canceling the job in ServiceTitan.
Block spam callers
Add a US or Canadian phone number under Spam blocklist to reject calls from that number before Responder answers. Remove a number from the list when it should be allowed again.
Confirm the full number before saving. A blocked customer or partner cannot reach the agent from that number.
- Select the correct ServiceTitan Booking Provider ID. Add or generate a provider only when the correct provider is not already listed.
- Turn on ServiceTitan Bookings Enabled.
- Decide whether to create Bookings for non-service calls.
- Decide whether to create Bookings for transferred calls.
- Click Save at the top of the page.
Responder cannot enable ServiceTitan Bookings without a provider. Test a controlled unbooked call and a transferred call after changing these settings, then verify the expected record in ServiceTitan.
See Configure bookability for the reporting rules that determine whether a call was bookable. 
