How do I stop employee personal texts from appearing in ServiceTitan's chat module?

Problem

Personal text messages from employees appear in the chat module when booking a manual job in ServiceTitan.

Solution

Check correct phone number is assigned to technician

1. Check if the employee's phone number is set as a technician's phone number.        

   1. Copy the employee's phone number and go to Settings > Technicians.

   2. Enter the employee's phone number in the Phone filter to check if it has been set as a technician's phone number.

2. If the employee's phone number is set as a technician's phone number, clarify what the technician's phone number should be and update it accordingly.

3. If there is no need for this setup, change the number on the employee's profile.

4. If a text message is sent to a ServiceTitan tracking number from a phone number saved in a technician or employee profile, the text message will only appear on the Dispatch Board (where all technician messages appear), not in the chat module.

5. Check the Dispatch Board message history to confirm that the messages are not appearing there.

6. If the messages still appear in the chat module, contact ServiceTitan Technical Support for further assistance.

Note: If an employee is not set up in ServiceTitan as a technician, the SMS communications from them are working as intended. They are a customer sending a text to a tracking number. If they are sending messages, then what they send will be treated as communication for that job.