This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Texting compliance update: Spam screening for Chat alerts
Chat alerts now screen incoming text messages for spam before forwarding them to your team. When a message looks like spam, your alert asks you to view it in ServiceTitan instead of forwarding the content. This helps keep your business texting in good standing with mobile carriers.
Available inCoreProMax
Feature type
Enhancement
Industry
All business types
Roles
All employees
Region
All regions
What's changing
Chat alerts still include the text of incoming customer messages. When an incoming message looks like spam, such as a verification or login code, a delivery notice, a political campaign text, a loan or government agency notice, or an unsolicited sales offer, the alert leaves the message out. Your team receives this alert instead:
Chat Alert: New message from [sender name] [phone number]. This message may be spam. View it in ServiceTitan.
Mobile carriers now use automated screening to scan business text messages. Because Chat alerts are sent from your business's registered texting number, a forwarded spam message can look like your business sent spam, and carriers can suspend all outbound texting for your business, including appointment confirmations and technician updates. Screening keeps that content off your number. The full message is always available in Chat in ServiceTitan, and your conversations there don't change. Only the alert text message changes.
No setup is needed. Screening is on for every company that uses Chat alerts.
02
Let the team members who receive Chat alerts know that some alerts may now say a message may be spam.
03
When an alert says that, open the conversation in Chat in ServiceTitan to read the full message. Screening can occasionally flag a real message, so reply there if it's a real customer.