--- title: "Review customer messages, media, and calls in the ServiceTitan Field Mobile App" slug: "review-customer-messages-media-and-calls-in-the-servicetitan-field-mobile-app" tags: ["Area - Customer Notifications", "Area - Field Mobile App (FMA)", "Focus - Construction", "Focus - Service Replacement", "Role - Technician", "Type - Commercial", "Type - Residential"] updated: 2026-10-30T07:18:29Z published: 2026-10-30T07:18:29Z canonical: "help.servicetitan.com/review-customer-messages-media-and-calls-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. # Review customer messages, media, and calls in the ServiceTitan Field Mobile App ## Overview Review work order-related chat messages and call recordings using the ServiceTitan Field Mobile App. This gives you context while preparing to complete the work order. > [!TIP] > **Tip:** If the video doesn't play in full screen, tap **More** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-more-horiz.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) then **Fit Screen** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-fit-screen.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D). ### Commercial businesses [KB - Review Customer Messages, Media, and Calls in the Field Mobile App Video](https://fast.wistia.net/embed/iframe/jrc46c4a8f?web_component=true&seo=true&videoFoam=false) ### Residential businesses [KB - Review Customer Messages, Media, and Calls in the Field Mobile App Video](https://fast.wistia.net/embed/iframe/mksz4tbngg?web_component=true&seo=true&videoFoam=false) --- ### #### Who uses this feature - Technicians - Applies to all business types #### 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). - The following permissions are required to use this feature. Please contact the account administrator on your team. - *View customer chats* - *Listen to Call Recording (mobile)* ## Things to know - Call recordings use stereo audio, with each participant on a separate channel. If you listen with a single earbud, you may hear only one speaker. To hear both sides, enable *Mono Audio* in your device's accessibility settings: - **iOS / iPadOS:** Accessibility > Audio/Visual > Mono Audio - **Android:** Additional settings > Accessibility > Hearing > Mono Audio - **macOS:** Accessibility > Audio > Play stereo audio as mono - **Windows:** Accessibility > Audio > Mono audio - If a work order was booked from a recorded call or a message sent through [Chat](/commercial/docs/use-chat), you can review it using the Field Mobile App. > [!NOTE] > **Note:** For recorded calls, only the initial call recording that resulted in the work order is available for review in the Field Mobile App. - Customer chats aren't visible in the Field Mobile App if the chat was [closed by the office](/commercial/docs/use-chat#open-and-close-chat-conversations). If the chat is re-opened by the office or customer, it reappears in the Field Mobile App. - Currently, chats are view-only and can't be responded to in the Field Mobile App. ## Review chat messages in the Field Mobile App 1. Open the work order and tap the **Chat** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-message.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) icon at the top of the screen. ![Job details for commercial fan maintenance including schedule and contact options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1793344702445.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) 2. On the screen that opens, review the work order-related messages. ![Appointment confirmation for Pro Tech Mechanical on November 7, 2023, in Los Angeles.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-the-servicetitan-field-mobile-app-image-h5mw68pm.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) ## Review media in the Field Mobile App 1. Open the work order. 2. Scroll to the *Media* section of the *Work Order* tab and tap **View All**. ![Media section displaying HVAC service options and highlighted 'View All' button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-the-servicetitan-field-mobile-app-image-avgzl3xs.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) ## Listen to call recordings in the Field Mobile App 1. Open the work order. 2. Scroll to the *More* section of the *Work Order* tab and tap **Call Recordings**. ![User interface showing options for call recordings, recurring services, and purchase orders.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-the-servicetitan-field-mobile-app-image-tntus6nl.png?sv=2026-02-06&spr=https&st=2026-11-09T10%3A42%3A01Z&se=2026-11-09T11%3A42%3A01Z&sr=c&sp=r&sig=9bO9L%2Fp%2FrsVB%2FdhxIP4%2BFaQCWgcM89u4FdL1K4Di9dc%3D) ## Want to learn more? - 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)