Overview
With two-way chat, you can send and reply to customer SMS text messages directly from the Field Mobile App. This helps you stay responsive on the job, up to date on conversations with customers, and ensures the office can see the full conversation on their side.
Who uses this feature
Technicians
Primarily benefits Commercial Construction and Residential Service and Replacement business types
Applies to all trades
Feature configuration
The Field Mobile App is optimized for iOS, iPadOS, and Android phones and tablets. For more, see System requirements and mobile app information.
If you're using the Field Mobile App and need support, please contact Technical Support (through the office) or reach out directly to support@servicetitan.com.
Account configuration and office setup are required to use this feature. Please contact your office for details.
The Allow full access to customer chats permission is required to use this feature. Please contact the account administrator on your team.
Things to know
You can't initiate a chat, but you can respond to existing chats.
Chat threads aren't visible in the Field Mobile App if the office closes the thread. If the thread is re-opened, it will appear after refreshing the app.
If there are multiple technicians on the job, they can all chat.
Chats sent from the Field Mobile App are scoped to the job and the customer's contact number.
Both technicians and office staff communicate through the same chat, so messages are visible to both parties.
Best practices
Use this feature to reply to customers when a call isn't practical, such as when you're finishing a task or in a noisy environment.
Review the full conversation history before sending a message to ensure your reply is relevant and accurate.
Respond to customer texts promptly to improve field responsiveness and customer satisfaction.
Keep messages professional and on-topic—all technician messages are visible to office staff.
Use cases
A customer texts to say they're running late. The technician reads the message in the Field Mobile App and replies directly, without switching apps or calling the office.
A technician needs to confirm an appointment detail with the customer on the way to the job and sends a quick message from the Field Mobile App.
A customer asks a follow-up question after a service visit. The technician responds, and the office can see the exchange for context.
Send a text message to a customer in the Field Mobile App
Open your current job and tap the Messages
icon at the top. 
On the Conversations screen that opens, tap the SMS tab.
If there are multiple contact numbers, select the contact you need to reply to.
Review the conversation, then type your message in the message field.
Tip: If you need to attach a photo or file to your message, tap the Add
icon.
When you're ready to send your message, tap Send
.
The customer receives your message as an SMS text. The office can view the full conversation.