---
title: "Manage technician two-way chat in ServiceTitan and ServiceTitan Mobile"
slug: "manage-technician-two-way-chat-in-servicetitan-and-servicetitan-mobile"
tags: ["Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Role - Technician", "Type - Commercial", "Type - Residential"]
updated: 2026-04-25T01:36:42Z
published: 2026-04-25T01:36:42Z
---

> ## 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.

# 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.

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#### Who uses this feature

- Technicians
- Administrators

## Things to know

- Chat has to be enabled. For more information on how to do this, see [Set up and enable Chat](/v1/docs/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**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)****.
2. On the side menu, go to **People** > **Technicians**.
3. Click **Edit** for the technician whose permissions you want to set. ![List of technicians with options to add or edit their details displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-technician-two-way-chat-in-servicetitan-and-servicetitan-mobile-image-47zjhetk.png)
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. ![Permissions settings for viewing customer chats and editing invoice details are displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-technician-two-way-chat-in-servicetitan-and-servicetitan-mobile-image-smtm7s4h.png)
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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-technician-two-way-chat-in-servicetitan-and-servicetitan-mobile-image-mbxal0h0.png)
2. View and respond to messages. ![Text conversation showing appointment confirmation and responses between users.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1773229310128.png)

## Want to learn more?

- Visit ServiceTitan Academy and enroll in [ServiceTitan Chat Overview](https://servicetitan.docebosaas.com/academy/learn/courses/388/ServiceTitan-Chat-Overview)
- See[](/v1/docs/use-chat)[Use Chat](/v1/docs/use-chat)