---
title: "Review customer messages, media, and calls in ServiceTitan Mobile"
slug: "review-customer-messages-media-and-calls-in-servicetitan-mobile"
updated: 2026-10-15T01:30:26Z
published: 2026-10-15T01:30:26Z
canonical: "help.servicetitan.com/review-customer-messages-media-and-calls-in-servicetitan-mobile"
---

> ## 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 ServiceTitan Mobile

## Overview

If a job was booked from a recorded call or a message sent through [Chat](/construction/docs/use-chat), technicians can review them using the ServiceTitan Mobile app to gain context while preparing to complete the job.

---

### 

#### Who uses this feature

- Technicians

#### Feature configuration

- The following permissions are required to use this feature. Please contact the account administrator on your team.
  - *Listen to Call Recording (mobile)*
  - *View customer chats*

## 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 customer sent photos or videos in Chat while booking a job, they are shown while reviewing Chat threads.
- The Read-only Access to Customer Chats permission is required to review Chat messages from customers.
- The *Listen to Call Recording* permission is required to listen to calls from customers.

> [!NOTE]
> **Note:** Only the initial call recording that resulted in the job is available for review in the app.
- Customer chats aren't visible in ServiceTitan Mobile if the chat was [closed by the office](/construction/docs/use-chat#open-and-close-chat-conversations). If the chat is re-opened by the office side or customer, it reappears in ServiceTitan Mobile after refreshing the app.

## Listen to call recordings

1. In ServiceTitan Mobile, go to the job.
2. Tap **Call recording** and a recording of the call will play. ![Dashboard view showing job details, call recording, and address information for dispatch.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-servicetitan-mobile-image-8vhn0j89.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A51%3A02Z&se=2026-10-31T02%3A51%3A02Z&sr=c&sp=r&sig=ziAvj07JSF7ykRKQBUUlGUTrhvn73NnrGfk9RfF8yKw%3D)

> [!NOTE]
> **Note:** The Customer Call Record setting in **ServiceTitan > Settings > Integrations > Mobile** is required to use this feature in ServiceTitan Mobile.

![Options for technician data access, highlighting customer call record selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-servicetitan-mobile-image-fcmwji0w.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A51%3A02Z&se=2026-10-31T02%3A51%3A02Z&sr=c&sp=r&sig=ziAvj07JSF7ykRKQBUUlGUTrhvn73NnrGfk9RfF8yKw%3D)

## Review Chat messages

1. In ServiceTitan Mobile, go to the job.
2. Tap **Chat History**. If the customer sent multiple chats using different phone numbers, each is listed with the most recent chat first. Tap a **phone number** to review messages. ![Dashboard displaying job details, including address, chat history, and call recording options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-customer-messages-media-and-calls-in-servicetitan-mobile-image-k1s97wi8.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A51%3A02Z&se=2026-10-31T02%3A51%3A02Z&sr=c&sp=r&sig=ziAvj07JSF7ykRKQBUUlGUTrhvn73NnrGfk9RfF8yKw%3D)

## Want to learn more?

- See [Chat benefits and use cases](/construction/docs/chat-benefits-and-use-cases)

Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan.

**What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance.

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)