Customer messages appear in the Dispatch Board SMS sidebar

Problem

The Dispatch Board SMS sidebar usually only shows technician correspondence and notifications. Sometimes customer messages will appear there, which is confusing. This article explains why customer messages appear in the Dispatch Board SMS sidebar and how to remedy it.

Solution

1. Check if Two Way Chat is enabled

2. Check if the customer's phone number is set as a technician's phone number

Check if two-way chat is turned off

If customer text messages appear in the Dispatch Board SMS sidebar, the first step is to go to Settings > Chat and check if Enable Chat is turned off:

• If Enable Chat is turned off, that explains why customer messages appear in the Dispatch Board SMS sidebar. When Enable Chat is turned off, ServiceTitan can't determine which messages are from technicians and which messages are from customers. To avoid this confusion, turn on Enable Chat. For more information about this feature, see Technician two-way chat.        

  Tip: If you're using the new Dispatch Messaging experience, customer chats won't appear in the SMS sidebar when Enable Chat is turned off.

• If Enable Chat is turned on but customer messages still appear in the Dispatch Board SMS sidebar, proceed to the next troubleshooting section.

Check if the customer's phone number is set as a technician's phone number

1. Copy the customer's phone number and go to Settings > Technicians.

2. Enter the customer's phone number in the Phone filter to check if it has been set as a technician's phone number. If so, clarify what the technician's phone number should be and update it accordingly.        

   Note: Only an administrator roles can perform this step if a technician's profile number should be updated.