Manage technician two-way chat in ServiceTitan and ServiceTitan Mobile

Overview

With two-way chat, you can send and reply to customer chats while using the ServiceTitan Mobile app. This helps you respond to unread messages and stay up to date on the conversation with customers.

Things to know

• Chat has to be enabled. For more information on how to do this, see Set up and enable Chat.

• Technicians can’t initiate a text but can respond to existing chat threads.

• Technicians can respond to unread messages per job.

• If there are multiple technicians on the job, they can all chat in the Chat section.

• Technician chat threads won’t be visible in the ServiceTitan Mobile app if the chat thread has been closed in ServiceTitan. When the thread is re-opened, technician chat will reappear after refreshing the mobile app.

Set technician permissions

Chat permissions can be set on a per technician basis using the technician record. 

1. In ServiceTitan, go to the top toolbar and click Settings . 

2.  On the side menu, go to People > Technicians.

3. Click Edit for the technician whose permissions you want to set.
   

4. In the Edit Technician record, click Permissions.

5. In the Customer Communications section, enable the View customer chats and Allow full access to customer chats options.
   

6. When you're finished, click Save Changes.

Manage unread messages in ServiceTitan Mobile

You can view and manage conversations with customers in ServiceTitan Mobile. To do that:

1. In ServiceTitan Mobile, go to Job > Chat. In the Chat section. A red notification next to Chat indicates unread messages.  Click the Chat notification.
   

2. View and respond to messages.
   

Want to learn more?

• Visit ServiceTitan Academy and enroll in ServiceTitan Chat Overview

• See Use Chat