This improvement adds the ability for technicians to send SMS text messages to customers from the Field Mobile App, completing two-way communication that was previously only available in the legacy technician app.
What's changing?
Technicians using the Field Mobile App could already view incoming SMS text messages from customers in the messaging view, but could not reply. To respond, technicians had to call the customer directly or rely on the office to follow up. With this improvement, technicians can type and send a reply directly from the Field Mobile App. Messages appear in the same conversation thread and are visible to office staff in the Message Center, keeping all communication in one place.
Resources
Office setup: Set up and enable Chat
Technician workflow: Manage technician two-way chat in the ServiceTitan Field Mobile App
Before and After
Before (Current)
A customer sends an SMS text message to the office about their upcoming job.
The technician opens the Messages screen in the Field Mobile App and sees the incoming message.
The technician has no text input field and cannot send a reply from the Field Mobile App.
To respond, the technician calls the customer directly or asks the office to follow up.
The customer's message may go unanswered until someone reaches out by phone.
Impact: Technicians cannot communicate with customers by text from the Field Mobile App, creating delays and a fragmented experience.
After
A customer sends an SMS text message about their upcoming job.
The technician opens the Messages screen in the Field Mobile App and sees the incoming message.
The technician taps the text input field at the bottom of the conversation.
The technician types a reply and taps Send.
The message is delivered to the customer and the full conversation is visible to office staff in the Message Center.
Impact: Technicians can respond to customers by text without leaving the Field Mobile App, keeping communication fast and consistent.
Who uses this feature
Residential Service and Replacement, Residential Construction
Technicians
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A homeowner texts "Running 10 minutes late, please wait" before a furnace repair appointment. The technician sees the message in the Field Mobile App and replies "No problem, I will be here" — all without leaving the app.
After completing a drain cleaning job, a technician sends a follow-up message to let the homeowner know the work is done and the technician is on the way out.
A homeowner asks by text whether the technician needs access to the backyard for an air conditioning (AC) inspection. The technician replies directly from the Field Mobile App so access is ready on arrival.
Residential Construction
During a multi-day roofing project, a homeowner texts to ask about progress. The technician replies from the Field Mobile App with a status update, keeping the customer informed without a phone call.
A homeowner sends a text with a gate code the day of a foundation inspection. The technician receives and confirms receipt directly from the Messages tab.
A customer asks by text whether the crew will arrive in the morning or afternoon. The technician sends a quick reply to confirm timing, reducing inbound calls to the office.
How to Prepare?
Confirm that technicians know where to find the Messages tab within the Field Mobile App to access customer conversations.
Train technicians on using the text input field to compose and send replies to customers.
Align with your office team on how the Message Center displays the full conversation thread so everyone stays informed.
Identify any internal communication guidelines around response time or message tone to share with field staff before rollout.