Overview
If your account is configured for both the Messages feature and the Insurance Queue Tasks feature for the Field Mobile App, you can use internal chat and email to start and follow conversations tied directly to a specific Insurance Queue task. This allows you to efficiently communicate with office staff, other field technicians, and customers while working on jobs, projects, or other tasks.
Who uses this feature
Technicians
Primarily benefits Residential Service and Replacement business types
Primarily benefits Roofing/Exterior 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.
If you're using the Field Mobile App and need support, please contact Technical Support (through the office) or reach out directly to support@servicetitan.com.
The Messages feature and the Insurance Queue feature are both currently in Private Preview and available for specific accounts. They are subject to change. If you want to enable them for your account, join the Messages waitlist here, and the Insurance Queue waitlist here.
Account configuration is required to use both the Messages feature and the Insurance Queue Tasks feature. Please contact your office for details.
Office setup is required to use the Insurance Queue Tasks feature. Please contact your office for details.
Things to know
The Messages tab also shows task conversations, so office employees and technicians see the same thread.
Note: Direct messaging is still not available. Instead, you can start chats and emails from a related job, project, or Insurance Queue task.
Communicate from an Insurance Queue Task in the Field Mobile App
Open your job and tap Menu
> Tasks 
.Tip: For more on Insurance Queue Tasks, see Use Insurance Queue in the ServiceTitan Field Mobile App.
On the screen that opens, tap a task to open it.
On the task that opens, tap Conversations
. 
To reply to a conversation or start a new one:
For internal chats, @mention the person or people you want to chat with. This brings them into the entire conversation and highlights that the message is for them.
When starting a new email, enter the email address in the To field and include a Subject.
Enter your message.
Tap Send.
Note: If you don't @mention anyone when starting a new internal chat, then the message will only appear in your message center and no one else will see it.
Within a conversation, you can find specific types of messages in the following tabs:
Internal chat: Messages between you and the office or other technicians.
Email: Email conversations with internal and external participants.