Overview
If a job was booked from a recorded call or a message sent through Chat, technicians can review them using the ServiceTitan Mobile app to gain context while preparing to complete the job.
Who uses this feature
Technicians
Feature configuration
The following permissions are required to use this feature. Please contact the account administrator on your team.
Listen to call recording (mobile)
View customer chats
Things to know
Call recordings use stereo audio, with each participant on a separate channel. If you listen with a single earbud, you may hear only one speaker. To hear both sides, enable Mono Audio in your device's accessibility settings:
iOS / iPadOS: Accessibility > Audio/Visual > Mono Audio
Android: Additional settings > Accessibility > Hearing > Mono Audio
macOS: Accessibility > Audio > Play stereo audio as mono
Windows: Accessibility > Audio > Mono audio
If a customer sent photos or videos in Chat while booking a job, they are shown while reviewing Chat threads.
The Read-only Access to Customer Chats permission is required to review Chat messages from customers.
The Listen to Call Recording permission is required to listen to calls from customers.
Customer chats aren't visible in ServiceTitan Mobile if the chat was closed by the office. If the chat is re-opened by the office side or customer, it reappears in ServiceTitan Mobile after refreshing the app.
Listen to call recordings
In ServiceTitan Mobile, go to the job.
Tap Call recording and a recording of the call will play.
Note: The Customer Call Record setting in ServiceTitan > Settings > Integrations > Mobile is required to use this feature in ServiceTitan Mobile.
Review Chat messages
In ServiceTitan Mobile, go to the job.
Tap Chat History. If the customer sent multiple chats using different phone numbers, each is listed with the most recent chat first. Tap a phone number to review messages.
