Service Titan Knowledge Base

Use ChatLast updated on 03/22/2022

Learn how to book and manage jobs, have conversations with customers, and manage unwanted communication with Chat.


Things to know

  • You can set up Chat Autorespond to automatically reply to text messages your customers send in while you're closed. For more, see Set up Chat Autoresponder.

  • After you have set up Chat, messages from customers and leads will appear in Chat. Text messages sent to you from numbers that are saved in the system as employee or technician numbers appear on the Dispatch Board as before. Additionally, all messages you send to customers show up in Chat threads, including automatic ones like dispatch notifications. For dispatch notifications, if you’ve added pictures to technician profiles, you’ll see technician photos with the messages. To learn more, see the Overview for Customer Notifications and Add or edit technician profiles.

  • After you have set up Chat, messages from customers and leads will appear in Chat. Text messages sent to you from numbers that are saved in the system as employee or technician numbers appear on the Dispatch Board as before.

  • Refrain from using Chat for mass marketing. Do not use Chat for advertising specials or discounts. Misuse of Chat may result in liability issues. Additionally, do not use Chat for communication between the office and technicians.

  • If you have set up an MMS number for customers to send you photos, keep in mind that while they can send you multimedia attachments, you cannot reply with photo attachments of your own.

  • If a message is marked as undelivered, you have the option to try to resend it.

  • Chats sent to landlines will not be delivered. Instead, Chat will show the message as undelivered. If the number is saved as the wrong type in the system, there is no way to tell it’s a landline before you initiate a message. To avoid undelivered message, click the blue icon next to a contact number to see if there was a chat conversation with the contact in the past or not. If you see past messages, you have confirmed that the number is a mobile one.

  • All employees who can view Chat will see the same Chat screen. Replying to a Chat message or closing a Chat conversation means that everyone else using Chat will see the reply or won’t see it in their conversations queue. If you click into the same Chat conversation as someone else, you see that they are typing and for how long they have been typing.

  • If the other employee has been responding for a very long time and is likely to have left their computer, you can still respond to the chat conversation by clicking the notification regarding the other employee’s response.

  • As there is a limit of 160 characters per message, you need to be as concise as possible in Chat.

  • Chat communication should always be professional, positive, respectful, and efficient. Pay attention to language, tone, grammar and spelling when chatting with your customers. Though the exchange is via text message, refrain from jargon, slang, and excessive abbreviations. Remember that messages can build (or break) your brand.

  • To better build a relationship with your customers, all Chat messages should address the customer by name. As a customer service representative (CSR), put yourself in the shoes of the customer. Respond to their concerns and engage the customer in a way that puts them at ease about doing business with you.

  • If a customer uses an unsubscribe keyword in a Chat message with you, you won't be able to send them messages anymore. Unsubscribe words include:

    • Stop, end, cancel, unsubscribe, quit

  • If a customer uses a subscribe keyword after using an unsubscribe keyword, you will be able to send them messages again. Subscribe keywords include:

    • Unstop, start, restart, subscribe, enroll

  • Neither unsubscribe or subscribe keywords are case sensitive.


Find a Chat conversation

To find a specific Chat conversation, click Calls from the navigation bar, and then click Chat.

Type the contact number or the name of the customer or location into the search bar to find the conversation.


Book and manage jobs

Chat is a direct revenue stream because you can book jobs directly through Chat. Wherever you are in ServiceTitan, whenever you receive a Chat message, you see a red counter badge on the Calls tab, just as you do when you have an incoming phone call.

To view Chat messages, click Calls from the navigation bar, and then click Chat.

The Chat screen includes a closed and open tab. In the conversations queue, the newest unread messages that have not been replied to yet will be at the top, bolded with a blue bar to the left. Below those, Chat messages that have been viewed but not replied to are listed. Answered Chat messages are arranged from newest to oldest with a green arrow to indicate a reply.

If the name shows as Unknown, this means that the phone number has not been saved to your records. Be sure to add the number to your records, either by attaching it to an existing customer profile in the case of a new number for an existing customer, or creating a new profile for a new customer. If you do not add the number, there will be no record of the chat.

Existing customers will show up with all their related information already in the system. To learn more about adding and editing customer records, see Add a new customer and Edit or add to a customer and location record. Clicking on a conversation with a customer displays up to five potentially relevant jobs. This gives you the information you need to respond to any questions or concerns.

You can also tab over to the Call Booking screen. The booking process through Chat is the same as with booking a job through a phone call. For more information on booking a job, see Book a job.

Book a job
  1. Click Calls from the navigation bar, then click Chat.

  2. Click the chat you are going to use to book the job.

  3. Click Call Booking.

  4. Book the job as usual. For more information on booking a job, see Book a job.

Reschedule a job
  1. Click Calls from the navigation bar, then click Chat.

  2. Click the chat corresponding to the job you would like to reschedule. Then, click the job you would like to reschedule if it isn’t the first job that you land on.

  3. Reschedule the job as usual. For more information on rescheduling a job, see Reschedule a job.

Cancel a job
  1. Click Calls from the navigation bar, then click Chat.

  2. Click the chat corresponding to the job you would like to cancel. Then, click the job you would like to cancel if it isn’t the first job that you land on.

  3. Cancel the job as usual. For more information on canceling a job, see Cancel a job.


Open and close Chat conversations

Start a chat conversation with a customer

Note: Do not use chat to communicate with technicians.

You can click to chat anywhere you can see a phone number—customer or location pages, job pages, or any other place where phone numbers are listed in the system. Any phone number in the system can be used as a starting point for chat. Though you can start a chat anywhere you can see a customer’s phone number, you can ensure that you reach the right number by using the number on the location record for the job about which you are contacting them:

  1. Go to the main navigation bar and click the Search icon.

  2. Use the customer name, job number, or other information to find the job about which you are contacting the customer.

  3. Click the job.

  4. From the job screen, click the blue chat icon next to phone number for the service location.

    The chat will automatically be associated with the next job that will be taking place. Send the chat as usual.

Close conversations

Closing a conversation removes it from the Open conversations queue. Since all employees who can view Chat will see the same Chat screen, closing a Chat conversation means that the conversation is moved to Closed for everyone. If you want the chat to remain in the Open queue, reply to the message so that the conversation is no longer at the top of the queue rather than close it.

To close a chat conversation, click the three dots, then select Close thread.

You will be asked to confirm the closing.

If you accidentally click a conversation that you want to stay at the top of the queue as unread, click Mark as unread.

If you would like to view older Chat conversations, Chat logs related to a job will show up on the job screen under the job audit trail. The logs show all back-and-forth Chat messages, whether the conversation is open or closed.

You can also initiate a conversation from here. This will pull up their chat history with you.

To view closed chat threads, click Closed.


Receive images and videos from customers

While chatting with a customer, you can let them know that they can send you images and videos to your designated MMS number. Those images will come through in Chat so that you can determine the right course of action for the customer.

While you are in Chat, if you have received a multimedia message, Chat will notify you. Share the image or video with your technicians by downloading the file and then uploading it to the job.

Keep in mind that your regular Chat number(s) cannot receive images or videos, and that you can’t send images or videos to customers from any number.


Manage unwanted communication

Block spam messages

As is the case with any phone number, you may receive spam in your conversation queue. Immediately mark any spam messages by clicking the three dots and selecting Block SPAM.

You are asked to confirm the block.

To learn more about blocking numbers, see Block numbers in ServiceTitan.

See when customers unsubscribe from messages

As you message more customers using Chat, you may see customers reply to your Chat messages indicating that they do not want to receive any further job-related communication. Any number that texts STOP, END, CANCEL, UNSUBSCRIBE, QUIT, or ARRET are automatically opted out of notifications.

If you receive a reply that the number no longer belongs to one of your customers, remove it to keep your records up-to-date. You can then follow up with the customer and ask them for their new phone number.

If a customer asks to stop receiving notifications, edit their notification settings. To learn how to turn off notifications for a customer, see Set notification preferences for new or existing customers.




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.