Overview
ServiceTitan's messaging functionality lets Australian tradies send and receive SMS messages with customers — right within ServiceTitan. SMS unlocks real-time communication with homeowners, reducing missed appointments and cancellations, and gives office staff a direct text line to technicians through the Dispatch Board.
Who uses this feature
Office employees, managers, owners, administrators, CSRs, and dispatchers
Applies to all business types
Applies to all trades
Feature configuration
To get started with messaging in Australia, you need to register a requirements package (compliance requirement) and add or port in your mobile numbers to use for texting. Please reach out to your Customer Success Manager (CSM) or Onboarding Specialist.
Messaging overview
ServiceTitan's messaging functionality enables two-way SMS communication with customers, along with messaging to field users through the Dispatch Board—all within your ServiceTitan account. Once your mobile numbers are set up, you can send automated booking confirmations, appointment reminders, and dispatch notifications. Customers can reply, and your CSRs can have live Chat conversations to book, reschedule, or cancel jobs.
For a full overview of how customer notifications work in ServiceTitan, see Overview: Customer notifications.
What's available for Australian customers
Transactional and notification SMS: Send appointment confirmations, reminders, dispatch notifications, and post-job surveys to customers
Chat (two-way SMS): Receive and reply to customer text messages directly in ServiceTitan
Technician messaging: Text technicians from the Dispatch Board
Post-job surveys: Automatically collect customer feedback after a job is completed
What's not yet available in Australia:
Marketing Pro SMS: Not yet available for Australian customers.
MMS (sending and receiving images): Not yet available for Australian customers.
Outbound voice calls: Outbound calls, including technician click-to-call from the app, remain unavailable in Australia.
Note: The same mobile number cannot be used for both SMS and inbound calls in ServiceTitan.
Pricing and eligibility
There is a per-message fee passed through from carriers for sending SMS messages, no additional cost to receive.
To use SMS in ServiceTitan, your account must meet all three of the following requirements:
You are active on Basic Phone Integration (or are currently onboarding)
Your mobile numbers are active with a current Australian carrier
You are the account holder of record for those numbers
Step 1: Register a requirements package
Before any mobile numbers can be added or ported into your ServiceTitan account, you must complete a requirements package. The requirements package is a carrier-mandated compliance check. It confirms that your business is legitimate and authorised to send commercial SMS messages in Australia.
To complete the requirements package, gather the following before contacting the Telecom team:
Business registration details: Your registered business name as it appears on official documents and Australian business address, including street address, city, province, and postal code.
Proof of address documentation: A government-issued document confirming your Australian business address, issued within the last 12 months.
Note: The accepted file types include PNG, JPG, JPEG, PDF, DOC, DOCX — up to 5 MB.
The requirements package typically takes 2–3 business days to approve once all required documents have been submitted. You cannot add or port numbers until approval is confirmed by the Telecom team.
Step 2: Add messaging numbers to your account
Before you can send or receive text messages in ServiceTitan, you need at least one Australian mobile number associated with your account. You can:
Scenario | Recommendation |
|---|---|
Need SMS and don't have existing mobile numbers | Add new — available immediately in ServiceTitan |
Have existing 04xx mobile numbers used only for business SMS | Port in — brings your existing numbers into ServiceTitan (~three weeks) |
Have existing 04xx mobile numbers also used for personal or business voice calls | Add new — porting permanently removes voice capability from that number |
Need both voice and SMS | Two separate numbers required — one local or toll-free for voice, one 04xx mobile for SMS |
Caution: If you or your technicians currently use a personal or business mobile number for voice calls, porting that number into ServiceTitan for SMS will permanently remove its voice capability. In this case, adding a new mobile number for SMS is strongly recommended.
Add a new number
To add a new Australian mobile number for use with SMS in ServiceTitan after you have registered a requirements package:
Go to Settings
> Phones > Phone Numbers.Search for and select an available Australian mobile number.
Click Add to add the number to your account.
Once added, go to Settings > Communications > Customer Notifications to set the number as your default outbound SMS number. For more, see Set up outbound (default) numbers for text notifications (SMS and MMS).
Port your existing numbers
If you want to use your existing business numbers for SMS in ServiceTitan, you can request a port-in through the Telecom team after you have registered a requirements package.
Caution: The porting process for Australian SMS numbers uses different carrier partners than the process used for inbound calls. It is a separate process and is typically expected to take up to three weeks once all accurate documentation has been submitted.
To port your numbers:
Identify eligible phone numbers: Gather all mobile numbers in 04XX XXX XXX format that you want to enable for SMS.
Create a spreadsheet: Compile the eligible phone numbers into a spreadsheet.
Submit the request form: Complete the SMS import form and attach the spreadsheet.
Wait for Telecom team confirmation: The Telecom team will review your submission, complete the port, and work through testing with you once the port is complete.
Note: The same mobile number cannot currently be used for both SMS and voice calls in ServiceTitan. You will need to maintain separate numbers for each purpose. In ServiceTitan, Australian number types are configured by purpose: mobile numbers (04xx) are used for SMS, while local and toll-free numbers are used for voice. You will need a separate number for each purpose. Texts to a voice number won't be delivered; calls to an SMS number won't connect.
Required documents for porting
Document | Required? |
|---|---|
Signed Letter of Authorization (LOA) dated within 30 days | Required |
Recent bill from your current carrier dated within the last 30 days | Required |
Account PIN (included on the LOA) | Required |
Customer Service Record (CSR) from carrier | Highly recommended |
Note: Missing the Account PIN is the most common cause of port rejection.
Step 3: Set up Chat features in ServiceTitan
Chat enables your office staff to have live, two-way SMS conversations with customers directly in ServiceTitan. Once Chat is enabled, incoming customer texts appear in the Chat screen, and your CSRs can reply, book jobs, reschedule, or cancel.
Before enabling Chat, confirm that you have completed Step 1 and that a default SMS number is set for your account.
Note: Chat messages and customer notification texts in Australia operate using your Australian mobile numbers, unlike US/Canada customers who use TCR (Campaign Registry) registration. The TCR registration article on the Knowledge Base applies to US and Canadian customers only.
Step 4: Use customer notifications in ServiceTitan
Customer notifications let you send automated text messages to customers at key points in the job workflow — booking confirmation, appointment reminder, dispatch notification, and post-job survey. Once your SMS number is set up and Chat is enabled, you can turn on each notification type.
Step 5: Communicate efficiently with technicians
Once your phone numbers are active, your dispatchers can text technicians directly from the Dispatch Board — sending individual messages or mass texts to the whole team. Texts from technicians appear in the Dispatch Board messages panel.
Note: Technician messaging uses the Dispatch Board and is separate from the Chat screen, which is reserved for customer conversations.
Step 6: Set up post-job surveys
Job completion surveys are automatically sent to customers after a job is completed. Customers can reply directly via text with a star rating (1–5), making it easy to collect feedback and monitor technician performance.
FAQ
Do I need to complete any registration to use messaging with ServiceTitan?
Yes, complete a requirements package as part of Step 1 when setting up your numbers with the ServiceTitan Telecom team.
Is there a cost to use SMS in ServiceTitan?
Yes. Sending SMS messages includes a carrier surcharge that is passed through from our providers.
Who is eligible to use SMS in ServiceTitan?
To be eligible, you must be active on Basic Phone Integration (or currently onboarding). If you choose to port your mobile numbers, they must be active with a current Australian carrier, and you must be the account holder of record for those numbers.
Can I add or port numbers while my requirements package is under review?
No. You must wait for confirmation from the Telecom team that your requirements package has been approved before adding or porting any numbers.
Can I use the same mobile number for both calls and SMS?
No. The same mobile number cannot be used for both SMS and voice calls. In ServiceTitan, Australian number types are configured by purpose: mobile numbers (04xx) are used for SMS, while local and toll-free numbers are used for voice. You'll need a separate number for each. Text messages sent to a voice number won't be delivered, and calls to an SMS number won't connect.
Is Marketing Pro SMS available in Australia?
Not yet. Only transactional and notification SMS, Chat, and Dispatch Board messaging are available.
Can I send and receive photos and videos?
Not yet.
How long does number porting take?
The porting process for Australian mobile numbers for SMS is typically expected to take up to three weeks once all accurate documentation has been provided to the Telecom team. This is a different process from the voice call porting process and uses different carrier partners.
Will I be charged a fee to port my numbers in or out?
No. ServiceTitan does not charge any port-in or port-out fees for Australian customers.
Do I still own my numbers after porting to ServiceTitan?
Yes. You remain the owner of record and can port your numbers out at any time as long as your account is active.
What documents do I need to provide for porting?
At minimum: a signed Letter of Authorization (LOA), a recent bill from your current carrier, your carrier name and account number, your Billing Telephone Number (BTN), and your service address. A Customer Service Record (CSR) from your carrier is also strongly recommended, as is proof of address (business registration, certificate of incorporation, or a government-issued document dated within the last 12 months — web screenshots are not accepted).
Should I cancel my current carrier service before the port is complete?
No. Keep your current service active until after the Firm Order Commit (FOC) date has passed and the Telecom team has confirmed the port is complete. Cancelling early can cause your numbers to become inactive and prevent a successful port.
What happens if my port request is rejected?
The most common causes are a name, address, or account number mismatch with your carrier's records. Your Porting Specialist will work with you to correct the details and resubmit. Requesting a Customer Service Record (CSR) from your carrier before submitting helps reduce the risk of rejection.
Are there days when porting can't happen?
Yes. Porting cannot be processed on Australian public holidays (e.g., ANZAC Day, Christmas, Easter). State-specific holidays may also apply. Your Porting Specialist will confirm any blackout dates when your request is submitted.
What happens if a customer texts a voice number, or calls an SMS number?
If a customer texts a voice number, the message will not be delivered and no activity will be logged. If a customer calls an SMS-enabled number, the call will not connect. Make sure customers know which number to use for calls and which to use for texts.
Am I responsible for managing SMS consent under Australian law? Yes. Under Australia's Spam Act 2003, you must have consent from contacts before sending them commercial SMS messages. It is your responsibility to ensure your contact lists are up to date and that customers have not opted out. We recommend reviewing the ACMA guidelines or speaking with your legal team.
ServiceTitan automatically handles opt-outs and re-subscriptions:
To opt out: Customers can reply with Stop, End, Cancel, Unsubscribe, or Quit at any time
To re-subscribe: Customers can reply with Start
Can I use a custom sender ID (for example, my business name) for outbound SMS?
No. Alphanumeric sender IDs are not supported at this time. All outbound SMS messages are sent from and display your assigned ServiceTitan SMS number as the sender.
Where can I find more help?
Visit the ServiceTitan Help Center or contact Technical Support.
For more on customer notifications, see Overview: Customer notifications.
For Chat setup and workflows, see Chat workflows.