---
title: "What is preventing technicians from accessing chat functionality in ServiceTitan Mobile?"
slug: "what-is-preventing-technicians-from-accessing-chat-functionality"
updated: 2026-04-03T15:17:42Z
published: 2026-04-03T15:17:42Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

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

## 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.