What could be causing messages from an iPhone to not come through to the chat on ServiceTitan, while messages from an Android and a test message from ServiceTitan do come through?

Problem

Messages sent from an iPhone to a Google Ads tracking number do not show up in the ServiceTitan chat. Instead, they appear in the dispatch notification area. This happens when the sender's phone number is linked to their employee profile in ServiceTitan.

Solution

Ensure the phone number is not linked to an employee profile in ServiceTitan and deregister the tracking number from iMessage if it was previously owned by an iPhone user.

Check employee profile settings

Check if the iPhone user's phone number is linked to their employee profile in ServiceTitan.

1. Go to the navigation bar and click Settings .

2. In the side panel, click People > Employees.

3. Find the right employee account and click Edit.

4. In the Contact Information section, verify the phone number in the Office Phone field.

Note: If the phone number is linked to their employee profile, messages from this number go to the dispatch notification area, not the chat. This is by design to filter employee communications from customer messages. To have messages appear in the chat, ensure the number is not associated with any employee in ServiceTitan.

Check if the ServiceTitan tracking number is registered in iMessage

If the tracking number was previously owned by an iPhone user, it might be registered in iMessage. You need to deregister the number to solve this issue.

1. Go to Deregister iMessage page.

2. Follow the steps under No longer have your iPhone? section.