What is preventing technicians from accessing chat functionality in ServiceTitan Mobile?

  • Published on Apr 3, 2026
  • 1 minute(s) read
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Problem

Technicians cannot see or use chat functionality in the mobile app. This happens when there are no open chats with customers.

Solution

Check the technician's permissions

  1. Go to Settings > People > Technicians.

  2. Find the technician account you want to modify and click Edit.

  3. In the Permissions tab, select View customer chats and Allow full access to customer chats.

  4. Click Save Changes.

Check if there is an open chat with the customer

Technicians need an open chat to access and use the chat functionality. Start a chat with the customer from the office side.

  1. Go to the customer's profile in ServiceTitan.

  2. Click Chat. This will open a chat window.

  3. Send a message to the customer. This action opens a chat thread.

  4. Ask the technician to refresh their mobile app. They should now see the chat functionality.

If the chat button is still not showing up, ensure the technician's app is updated.

By following these steps, technicians should be able to access and use the chat functionality in the ServiceTitan mobile app.

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