Overview
Starting ST-82, ServiceTitan screens Chat Alert text messages for possible spam before sending them to your team. Screening helps keep mobile carriers from suspending your business texting.
Why Chat Alerts are screened
Mobile carriers such as Verizon, T-Mobile and AT&T use automated tools to scan business text messages. A Chat Alert forwards messages that come in to your business number to your team by text. If a forwarded message is spam, carriers see it going out from your registered texting line and can treat it as spam sent by your business.
When that happens, carriers can suspend all outbound texting for your business, including appointment confirmations and technician updates. Screening keeps spam from being forwarded from your texting line.
What you'll see
Most messages: The Chat Alert shows the message the same way it always has.
Possible spam: The Chat Alert reads: "Chat Alert: New message from {name} {number}. This message may be spam. View it in ServiceTitan."
You can always read the full message in ServiceTitan.
Messages that may be flagged as possible spam
Verification or login codes
Delivery or package notices from retailers
Political campaign texts
Loan, tax or government agency notices
Unsolicited sales offers
FAQ
Do I need to change any settings?
No. Your Chat Alert settings stay the same.
Can I turn off spam screening?
No. Screening applies to all Chat Alert text messages to protect your business texting.
What if a real customer message is flagged as possible spam?
Screening is automated and can occasionally flag a legitimate message. Open the conversation in ServiceTitan to read the full message.
Does this affect my conversations in ServiceTitan?
No. Screening applies only to the Chat Alert text sent to your team. Your conversations in ServiceTitan aren't affected.