View and send messages in the ServiceTitan Field Mobile App

Overview

Use messages in the Field Mobile App to manage all your conversations. This allows you to efficiently communicate with office staff, other field technicians, and customers while working on jobs, projects, or other tasks.

Things to know

• This feature supports internal chat conversations with office staff and other technicians, and email conversations with customers and other external participants.

• When you reply to a conversation, office staff and other technicians in the conversation can see it. Additionally, office staff can see all conversations by going to the relevant job or project record.

• To start a new conversation, you need to start it from a job or project, not the main navigation bar.

• Replies only appear in an office employee's message center if they are @mentioned or already a participant. Otherwise, any office employee can see your reply if they go to the relevant job or project.

• @Mentioning someone brings them into the conversation, making them a participant. It also makes the conversation appear in their message center. If you don’t @mention anyone when starting a new internal chat, then the message will only appear in your message center and no one else will see it.

• When someone @mentions you in a conversation, you receive an email notification with a link that opens the Field Mobile App directly to that conversation. This lets you quickly view and respond to the message without manually searching for it.

  Note: If your account is configured for it and you allow it in your mobile device settings, you can receive push notifications when someone @mentions you in a message. Please contact your office for details.

  

Best practices

• Start new conversations from the item you need to discuss: job or project.

Access messages in the Field Mobile App

You can access messages from:

• The main navigation bar: This allows you to access all job and project conversations that have already been started. You can't start new conversations here.

• A job: This shows all conversations related to that job. You can start new conversations or reply to existing ones.

• A job's Location Info tab: This allows you to access conversations for jobs related to that service location. You can start new conversations or reply to existing ones.

  Note: The View location record permission is required to see and use all details on the Location Info tab in the Field Mobile App. Please contact the account administrator on your team.

• A project: This shows all conversations related to that project. You can start new conversations or reply to existing ones.

Communicate from the main navigation bar in the Field Mobile App

1. Open the Field Mobile app and tap Messages . 

2. Tap a conversation to open it. You can find conversations in the following tabs:

   • Conversations: Main conversations with internal participants: office employees and other technicians. Conversations can include threads and @mentions.

     Note: You can be in a Conversation even if you aren't assigned to a job or project. This happens when someone @mentions you to bring you into the conversation.

   • Threads: Messages within a thread in a Conversation with internal participants.

   • @Mentions: Messages with internal participants in which your name was specifically tagged with an @mention, or you @mentioned another internal participant.

   • Emails: Email conversations with internal and external participants. 

     Tip: On iOS devices, if you want to only see unread messages, turn on the Unreads toggle.

3. To reply to a message:

   1. For internal chats, @mention the person or people you want to chat with. This brings them into the entire conversation and highlights that the message is for them.

   2. Enter your message.

   3. Tap Send.

4. Within a conversation, you can find specific types of messages in the following tabs:

   • Internal chat: Messages between you and the office or other technicians.

   • Email: Email conversations with internal and external participants.

   • SMS: Text messages between the office and the customer.

     Note: The View Customer Chats permission is required to view SMS text messages. Please contact the account administrator on your team.

     

Communicate from a job in the Field Mobile App

1. Open your current job and tap Messages . 

2. To reply to a conversation or start a new one:

   1. For internal chats, @mention the person or people you want to chat with. This brings them into the entire conversation and highlights that the message is for them.

   2. For emails, when starting a new one, enter the email address in the To field and include a Subject.

   3. Enter your message.

   4. Tap Send.

      Note: If you don't @mention anyone when starting a new internal chat, then the message will only appear in your message center and no one else will see it.

3. Within a conversation, you can find specific types of messages in the following tabs:

   • Internal chat: Messages between you and the office or other technicians.

   • Email: Email conversations with internal and external participants.

   • SMS: Text messages between the office and the customer.

     Note: The View Customer Chats permission is required to view SMS text messages. Please contact the account administrator on your team.

Communicate from the Location Info tab in the Field Mobile App

Note: The View location record permission is required to see and use all details on the Location Info tab in the Field Mobile App. Please contact the account administrator on your team.

1. Open your current job and tap the Location Info tab.

2. On the Location Info tab that opens, tap View all next to All Jobs. 

3. On the All Jobs screen that opens, tab the job you want to discuss. 

4. On the job that opens, tap Messages .

5. To reply to a conversation or start a new one:

   1. For internal chats, @mention the person or people you want to chat with. This brings them into the entire conversation and highlights that the message is for them.

   2. For emails, when starting a new one, enter the email address in the To field and include a Subject.

   3. Enter your message.

   4. Tap Send.

      Note: If you don't @mention anyone when starting a new internal chat, then the message will only appear in your message center and no one else will see it.

6. Within a conversation, you can find specific types of messages in the following tabs:

   • Internal chat: Messages between you and the office or other technicians.

   • Email: Email conversations with internal and external participants.

   • SMS: Text messages between the office and the customer.

     Note: The View Customer Chats permission is required to view SMS text messages. Please contact the account administrator on your team.

Communicate from a project in the Field Mobile App

1. Open your job that's associated with a project and tap the Project link at the top.

2. On the project that opens, tap Messages . 

3. To reply to a conversation or start a new one:

   1. For internal chats, @mention the person or people you want to chat with. This brings them into the entire conversation and highlights that the message is for them.

   2. For emails, when starting a new one, enter the email address in the To field and include a Subject.

   3. Enter your message.

   4. Tap Send.

      Note: If you don't @mention anyone when starting a new internal chat, then the message will only appear in your message center and no one else will see it.

4. Within a conversation, you can find specific types of messages in the following tabs:

   • Internal chat: Messages between you and the office or other technicians.

   • Email: Email conversations with internal and external participants.

Open a conversation from an email notification

1. Open the email notification on your mobile device.

2. Tap the link in the email.

   

3. The Field Mobile App opens directly to the message where you were tagged.

The app scrolls to position the tagged message in your view, and the conversation is marked as read.

Note: If the Field Mobile App is not installed on your device, tapping the link opens a web browser instead. If the app is installed but you are not signed in, you are taken to the sign-in screen first. On iOS, the app opens the tagged conversation after you sign in. On Android, you need to manually open the conversation after signing in.

Want to learn more?

• See Review customer messages, media, and calls in the ServiceTitan Field Mobile App

• See Call customers and add contact information in the ServiceTitan Field Mobile App