Dispatch messages not received on technician's device

Problem

Dispatch messages are not being received on the technician's mobile device.

Solution

Check the Chat feature in Settings, send test messages, verify the Dispatch settings, and troubleshoot the technician's device to restore their ability to send messages.

Check the Chat Feature

1. Go to the top toolbar and click Settings .

2. Select Communications > Chat.

3. Ensure the chat feature is enabled. If not, follow the prompts to enable it. For more, see Set up and enable Chat.

Send test messages

1. Send a test SMS message to a technician from the Dispatch Board. Ask the technician to view the message on their device to confirm receipt.

2. Have the technician add the Outbound SMS number to their device as a contact. Test to see if they receive a ServiceTitan text message.

3. Ask the technician if they're receiving any other texts sent from ServiceTitan.

4. Check Dispatch Settings and confirm that the technician isn't dispatching themselves to jobs. Technicians should only receive dispatch texts when dispatched by an office user.

Check if the SMS number is blocked on the technician's device

1. For iOS devices:        

   1. Go to Settings > Messages.

   2. Under SMS/MMS, tap Blocked Contacts, then check the list for the number.

   3. Swipe left on the number and then tap Unblock.

2. For Android devices:        

   1. Open the Phone app.

   2. Tap Menu in the upper-right corner.

   3. Tap Settings > Blocked numbers and check the blocked numbers list.

   4. Tap and hold the number and then tap Unblock.

Troubleshoot the technician's device

1. Instruct the technician to sign out of the ServiceTitan mobile app.

2. Have them sign back in. This refreshes their connection.

3. If the issue persists, uninstall the ServiceTitan mobile app.

4. Reinstall the ServiceTitan mobile app.

5. Sign in to the ServiceTitan mobile app. Check for message delivery and dispatch notifications.

Reboot the technician's device

1. Turn off the technician's device.

2. Wait for a minute.

3. Turn the device back on. Check for message delivery and dispatch notifications.

If after trying these steps the technician is still not receiving any texts sent from ServiceTitan, contact ServiceTitan Technical Support for further assistance.

Check if the photo format is valid

1. Check the format of the photos. Only JPG or JPEG formats are supported for inbound photos through chat.

2. If photos are sent from an iPhone, ensure they are not in HEIF or HEIC format. These formats are not standard and typically will not send.        

   1. To check the format on photos sent from an iPhone, go to the device and locate the message where the photo is sent.

   2. Hit the Get Info button or swipe up to see the photo metadata.