Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Block spam numbers right from a text conversation in Messages
Block as Spam is an enhancement to text conversations in Messages that lets you stop a spam number in one step, without leaving the conversation. This change is coming soon in a future release, but you can begin preparing for it now.
What's changing
Today, when you select Block as Spam on a text conversation, ServiceTitan only shows a message that points you to Settings > Phones > Blocked Numbers, so you have to leave the conversation to block the number and the spam keeps landing in your shared inbox. With the next release, Block as Spam blocks the number for you. After you confirm, the number is added to your company's block list, the same list you see in Settings > Phones > Blocked Numbers. The conversation closes, is marked as spam, and the reply box turns off. If a number was blocked by mistake, select Unblock in the same conversation to remove it from the block list. Only people with both the Allow full access to customer texts and Phone Settings permissions see Block as Spam, so some people on your team will stop seeing it. Blocking applies going forward only. Conversations from before the release are not changed.
Workflow comparison — before & after
How it works for your industry
Residential Service and Replacement
- A dispatcher sees the same spam number text the shared inbox three times before lunch. They block it from the conversation and get back to booking furnace repairs.
- An office manager notices a conversation from a number that only sends links. They block it, and the reply box turns off so no one on the team answers it.
- Someone blocks a customer's number by mistake during a busy summer week. An administrator opens the conversation, selects Unblock, and the team can text that customer again.
Commercial Service and Replacement
- A dispatcher handling property managers for several buildings gets repeated spam texts. Blocking from the conversation keeps the inbox clear for service requests.
- An accounting team member who texts about invoices spots a spam conversation. They block it without leaving Messages.
- An administrator reviews roles before the release and confirms the dispatch team keeps the permissions they need to block spam.
Residential Construction
- An office team texting customers about a remodel schedule gets spam from an unknown number. They block it so remodel conversations stay at the top of the list.
- A spam conversation is marked as spam and closed, so a new team member doesn't mistake it for a lead.
- An administrator decides which roles should block numbers, since the permission that allows it also controls other phone settings.
Commercial Construction
- A project coordinator texting a general contractor about a site visit gets repeated spam. They block it from the conversation and keep working.
- An administrator confirms that only office leads can block numbers, so a lead is not blocked by accident.
- A number is blocked by mistake during a busy bid week. The team unblocks it from the same conversation and replies right away.
Roofing and Exteriors
- After a storm, the inbox fills with texts, and some are spam. The team blocks spam numbers in one step and focuses on inspection requests.
- A spam conversation is closed and marked as spam, so it drops out of the list of open conversations.
- An administrator aligns the team on when to block a number, since blocking closes the conversation and turns off replies.