--- title: "Manage technician two-way chat in the ServiceTitan Field Mobile App" slug: "manage-technician-two-way-chat-in-the-servicetitan-field-mobile-app" tags: ["Area - Field Mobile App (FMA)", "Focus - Service Replacement", "Role - Technician", "Type - Commercial", "Type - Residential"] updated: 2026-10-30T07:54:12Z published: 2026-10-30T07:54:12Z canonical: "help.servicetitan.com/manage-technician-two-way-chat-in-the-servicetitan-field-mobile-app" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage technician two-way chat in the ServiceTitan Field Mobile App ## Overview With two-way chat, you can send and reply to customer SMS text messages directly from the Field Mobile App. This helps you stay responsive on the work order, up to date on conversations with customers, and ensures the office can see the full conversation on their side. --- ### #### Who uses this feature - Technicians - Primarily benefits Commercial Construction and Residential Service and Replacement business types - Applies to all trades #### Feature configuration - The Field Mobile App is optimized for iOS, iPadOS, and Android phones and tablets. For more, see [System requirements and mobile app information](/v1/docs/system-requirements). - If you're using the Field Mobile App and need support, please contact [Technical Support](http://go.servicetitan.com/ask) (through the office) or reach out directly to [support@servicetitan.com](mailto:support@servicetitan.com). - Account configuration and [office setup](/commercial/docs/set-up-and-enable-chat) are required to use this feature. Please contact your office for details. - The *Allow full access to customer chats* permission is required to use this feature. Please contact the account administrator on your team. ## Things to know - You can't initiate a chat, but you can respond to existing chats. - Chat threads aren't visible in the Field Mobile App if the office closes the thread. If the thread is re-opened, it will appear after refreshing the app. - If there are multiple technicians on the work order, they can all chat. - Chats sent from the Field Mobile App are scoped to the work order and the customer's contact number. - Both technicians and office staff communicate through the same chat, so messages are visible to both parties. ## Best practices - Use this feature to reply to customers when a call isn't practical, such as when you're finishing a task or in a noisy environment. - Review the full conversation history before sending a message to ensure your reply is relevant and accurate. - Respond to customer texts promptly to improve field responsiveness and customer satisfaction. - Keep messages professional and on-topic—all technician messages are visible to office staff. ## Use cases - A customer texts to say they're running late. The technician reads the message in the Field Mobile App and replies directly, without switching apps or calling the office. - A technician needs to confirm an appointment detail with the customer on the way to the work order and sends a quick message from the Field Mobile App. - A customer asks a follow-up question after a service visit. The technician responds, and the office can see the exchange for context. ## Send a text message to a customer in the Field Mobile App 1. Open your current work order and tap the **Messages** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-message.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D) icon at the top. ![Scheduled job details for a cooling tune-up on June 29, 2021.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1793346845650.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D) 2. On the *Conversations* screen that opens, tap the **SMS** tab. 3. If there are multiple contact numbers, select the contact you need to reply to. ![SMS conversation view showing messages from Alanis with highlighted elements.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-technician-two-way-chat-in-the-servicetitan-field-mobile-app-image-uzebg8qp.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D) 4. Review the conversation, then type your message in the message field. > [!TIP] > **Tip:** If you need to attach a photo or file to your message, tap the **Add** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-add-circle-outline.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D) icon. ![Message from Chris Porter about technician Ben Perkins arriving at a specific address.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-technician-two-way-chat-in-the-servicetitan-field-mobile-app-image-rdeys3l7.jpg?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D) 5. When you're ready to send your message, tap **Send** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-send.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A30%3A01Z&se=2026-11-09T11%3A30%3A01Z&sr=c&sp=r&sig=dnsaIAYFrJvGF9v7di8TkSEhMpvYamhddD3DMjyubmI%3D). The customer receives your message as an SMS text. The office can view the full conversation. ## Want to learn more? - See [Review customer messages, media, and calls in the ServiceTitan Field Mobile App](/commercial/docs/review-customer-messages-media-and-calls-in-the-servicetitan-field-mobile-app) - See [Call customers and add contact information in the ServiceTitan Field Mobile App](/commercial/docs/call-customers-and-add-contact-information-in-the-servicetitan-field-mobile-app) - See [View and send messages in the ServiceTitan Field Mobile App](/commercial/docs/view-and-send-messages-in-the-servicetitan-field-mobile-app) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns