Answer customer texts without leaving Contact Center Pro with Messages
Messages is a new feature that brings two way texting into Contact Center Pro, so you can read and answer customer texts in the same place you take calls, with the customer's account details already on screen. The Messages feature is currently in Private Preview and not available for all accounts.
Available inProMax
Feature type
New Feature
Industry
All business types
Roles
AdministratorsCSRs
Region
United StatesCanada
What's new
Texting used to live outside Contact Center Pro. A CSR who took a call in Contact Center Pro had to move to a separate messaging screen in ServiceTitan to answer a text, and lost the account details Contact Center Pro had already gathered. Companies covering several accounts had no single place to see texts across those accounts at all. Now a Messages tab sits beside Calls in the Inbox. Texts arrive in a conversation list, open in a full thread, and the panel on the right shows who the person is, including recent jobs, outstanding balance, open invoices, membership and installed equipment. You reply from the same screen, and the conversation attaches to the right account before you close it.
Workflow comparison — before & after
← Before
✓ After
1.Answer an inbound call in Contact Center Pro and finish with the customer.
1.Select the Messages tab in the Contact Center Pro Inbox, next to Calls.
2.Notice a separate text has come in from another customer.
2.Select an open conversation from the list to read the full thread.
3.Leave Contact Center Pro and open the messaging screen in ServiceTitan.
3.Review the account details in the panel on the right, including recent jobs, outstanding balance and installed equipment.
4.Search for the customer by name or phone number to work out who is texting.
4.Type a reply and send it from the same screen.
5.Open a second window to check their jobs, balance and membership before replying.
5.Select Book Job from the right panel if the conversation turns into work, then close the conversation.
⚠ A CSR moves between two products and several screens to answer one text, and replies without knowing the person's history with the business.
✓ A CSR answers texts and calls from one screen, with the account details already there, so the reply goes out faster and lands on the right record.
Resources
How it works for your industry
Residential Service and Replacement
- A homeowner texts asking whether a technician can come out for a furnace that will not fire. The conversation opens in Messages with their service history and active membership already showing, so the CSR can confirm the membership and book the visit without leaving the screen.
- A customer replies to a reminder text about an unpaid invoice. The outstanding balance and open invoice count sit in the panel on the right, so the CSR answers the billing question directly.
- Someone texts a number that is not on any account. The CSR selects Create new customer from the panel, the phone number fills in automatically, and the new record links to the conversation.
Commercial Service and Replacement
- A property manager texts about a rooftop unit (RTU) that has stopped cooling. The installed equipment list shows the unit and its install date, so the CSR can confirm the right asset before dispatching.
- A facilities contact texts from a number that appears on more than one account. The CSR selects the correct account from the match list on the right, and the conversation attaches to that record.
- A company running several ServiceTitan accounts has one CSR covering all of them. The account filter is limited to the accounts that CSR is assigned to, so they work a single queue instead of signing in and out.
Residential Construction
- A homeowner on a remodel texts to ask when the crew is arriving. The CSR opens the conversation, checks the three most recent jobs in the right panel, and answers with the scheduled date.
- A customer sends a photo of a site issue. The inbound picture message displays in the conversation thread, so the CSR can see it without opening another product.
- A conversation ends without enough information to identify the person. The CSR closes it without matching, and ServiceTitan asks for confirmation before the conversation closes unattributed.
Commercial Construction
- A general contractor texts a question about a change on an active project. The CSR reviews recent jobs and billing detail in the right panel before replying.
- A customer with more than fifty service locations texts in. The equipment preview does not load for accounts that size, so ServiceTitan shows a notice and the CSR filters to a single location to see that site's equipment.
- Several CSRs cover the same queue. When one of them opens a conversation, it shows as read for everyone with visibility, so the team does not double reply.
Roofing and Exteriors
- A homeowner texts after a storm asking for an inspection. The CSR reads the thread, confirms the service address from the account panel, and books the inspection.
- A customer texts back on a conversation the CSR closed last week. The conversation reopens automatically and moves back to the Open list in date order.
- A repeat spam number reaches the queue. The CSR marks the conversation as spam and it moves to the Closed list.
How to prepare
01
Know that Messages in Contact Center Pro is currently in Private Preview and available to select accounts only. If you are interested in the feature, contact your Customer Success Manager (CSM).
02
Confirm the right people can see the tab. Visibility of Messages is controlled by the existing Chat and Messaging permission in ServiceTitan. There is no separate Contact Center Pro permission, and permission changes in ServiceTitan carry across to Contact Center Pro automatically.
03
Identify which of your accounts and which CSRs should be in the first group. Your CSM coordinates the list.
04
Train your CSRs on attaching a conversation to the right account before closing it. Conversations that arrive from an unknown number, or from a number that appears on more than one account, must be matched, created or closed without matching before they can be closed.
05
Align your team on picture messages. Incoming picture messages display in the conversation, outgoing picture messages are not supported yet, and picture message history is carried over for seven days after your account goes live. Older picture messages show a placeholder instead of the image. If you need the content of an older picture message, contact your CSM.
06
Bookmark any knowledge base articles or Academy videos for team training.