Overview
Use the CRM's built-in communication tool to send and receive emails directly from the opportunity drawer. This keeps all customer and team communications in one place, so nothing gets lost across inboxes. Ensure that every team member has the email added to their profiles, so that you can send, reply to, and track communications without leaving ServiceTitan CRM.
Who uses this feature
Administrators, managers, sales managers, and customer service representatives (CSRs)
Primarily benefits Commercial Service and Replacement business types
Applies to all trades
Feature configuration
This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, reach out to your Customer Success Manager (CSM).
Things to know
To use email in the CRM, the Messages feature must be enabled on your account. Once enabled, the Email tab appears in the Opportunity drawer. Contact your Customer Success Manager (CSM) to get started.
Set up your email address
Before you can send or reply to emails, ensure the email address is added to your and your teammates' employee profiles.
Go to the top toolbar and click Settings
> People > Employees.Find the employee you want to configure the email for and click Edit.
On the Profile tab, go to the Contact Information section and enter the email address.
When finished, click Save Changes.
Send messages
Send an email
Use the Email tab to compose and send emails to your customers directly without switching tabs.
Go to the navigation bar and click CRM > Opportunities.
Select an opportunity and click to open it.
From the Opportunity drawer that opens, click Email.
Click Compose Email.
Add the recipient's email address and, optionally, fill in the CC, BCC, and Subject fields.
In the text box, enter your message and click Send now.
Tip: Use the toolbar below the message box to attach files, add links, or format your text.
You can view sent emails and reply to them either from your inbox or directly from the CRM Email tab.
Send an internal message
Use the Internal Chat tab to send messages tied to a specific opportunity and keep all context in one place.
Go to the navigation bar and click CRM > Opportunities.
Select an opportunity and click to open it.
From the Opportunity drawerthat opens, click Email, then Internal Chat.
In the text box, enter your message and click Send now.
Tip: Use the toolbar below the text box to attach files, add links, or format your text.
View notifications
Manage all internal and external communications across CRM in the Messages tab. This enables you to receive and send in-app chat and email notifications from your team and customers in a single place.
To access Messages, go to the navigation bar > Messages.
For more, see Use Messages.