How to send and receive Text Messages in ServiceTitan

Problem

You don't receive text messages in ServiceTitan and they go to your office phone number instead.

Solution

Register your brand with the TCR, and enable Allow Incoming SMS? on your phone numbers. Check and disable the self-dispatch text block in Feature Configurations if needed.

Ensure your company's brand is registered with the TCR for messaging

1. Complete the Register for Texting form in your ServiceTitan account.

2. Ensure your company has a website (or online presence) to be approved.

3. Have a dedicated area on your website with the following:        

   1. Call-to-Action (CTA)

   2. Privacy Policy

   3. Terms & Conditions

For more information, see TCR campaign guidelines and requirements.

Check your phone numbers for incoming messages

1. Go to the top toolbar and click Settings .

2. In the side panel, click Phones Pro > Phone Numbers.

3. Hover over a phone number and click Edit .

4. Ensure the Allow Incoming SMS? option is set to Yes.

5. Click Save.

Resolve issues with dispatch text delivery to technicians

Check Feature Configurations to see if your account is set to send texts only when office employees dispatch technicians—not when technicians self-dispatch.

1. Go to the top toolbar and click Settings .

2. In the side panel, click Your Account > Feature Configurations.

3. In the search box, type Disable Dispatch Text when Technician Self-Dispatches.

4. Check if the configuration is enabled for your account, and disable it if necessary.

Contact Technical Support

If you're still not receiving text messages through ServiceTitan, gather recent examples from the past 24–48 hours and share them with your Support Agent using the format below:

• Sender's phone number

• Recipient's phone number

• Date, time, and time zone of the message

• Brief description of the issue