What is the way to know which employee read a chat message first?

Problem

Users want to know who reads a chat message first to manage responses better. They face issues with chats being read and not responded to.

Solution

Understand that currently, ServiceTitan does not offer a feature to see who reads a chat message first. However, as a workaround, you can setup an alert to get notified once a chat comes in.

Setup an Alert

1. Go to Settings > Integrations > Alerts.

2. Click Add.

3. Under Type dropdown select chat.

4. Under Recipients dropdown select the user that you want to be notified once a chat comes in.

Once the alert is setup, the recipient selected will be notified every time a customer sends a chat.