Text technicians from the Dispatch Board

Overview

In ServiceTitan, you can view messages with technicians, send messages to individual technicians, and mass text multiple technicians directly from the Daily or Weekly Dispatch Board. This streamlines communication and enhances coordination for service calls, boosting job efficiency.

Things to know

• You can set your view of the Daily Board to keep the SMS message sidebar open or closed by default. To do this, click Settingsat the top of the board then go to Board Appearance. On the Board Appearance screen, select Yes to hide the sidebar or No to show it.

• When there are unread messages, a red dot is shown next to the Messagesicon at the top of the board.

• If multiple office employees send messages to the same technician, all messages appear on the board.

• Messages are shown in local time. Keep this in mind if office employees work across multiple time zones.

• Technicians receive and reply to messages on their mobile devices as SMS or MMS messages, the same way they do outside of ServiceTitan.

View technician messages on the Dispatch Board

1. Click Messagesat the top of the Dispatch Board.

2. Click the Unread tab to only see unread messages, or click the All tab to see all read and unread messages.

   Note: The All tab shows the latest 30 messages. As you scroll through the list, the next 30 messages appear automatically.

3. Click Filtersto:

   1. Select a Business Unit (BU) or Team then click Apply to only see messages with technicians in specific BUs or teams.

   2. Click Clear selection> Apply to clear your filters and see everything.

4. Click a technician message to view all messages with that technician. Messages appear automatically as you scroll.

   Note: Clicking a technician's message to open it or clicking Mark all messages as read marks all messages from that technician as Read. This action only affects your view; it doesn't affect unread messages for other dispatchers. Marking a message thread as Read can't be undone.

5. Click Closeto exit.

Tip: Technician messages are aligned to the left and office employee messages are aligned to the right.

Note: Active technicians without messages in the last 14 days are shown at the end of the message list in alphabetical order, with no preview or date. Messages with deactivated technicians are shown up to 14 days in the past, but you can't reply to the conversation. It's only visible for historical purposes. Deactivated technicians without recent messages are hidden.

Text an individual technician

1. Click Messagesat the top of the Dispatch Board.

2. Open the individual message thread with the technician or click New messageto search for and select the technician. Any previous messages with the selected technician appear.

3. Click the Message box and enter your message.

4. If you want to send media, click File Uploadto upload and send media.

5. When finished, click Send.        

   Tip: If you want to attach your message to the technician's current job, select Attach this message to the technician's current job before clicking Send . If you want to remove a message from the technician's job, click Detach from Jobnext to the message.

   Note: Clicking Detach from Jobonly removes the message from the job history; it does not remove the message from the message thread.

On the Daily Board, you can also message technicians by clicking their Profile icon on the left side of the Dispatch Board and then selecting Send Message.

Mass text multiple technicians

1. Click Messagesat the top of the Dispatch Board.

2. Click Announcement. 

3. On the Mass Send Message screen that opens, enter the message you want to send.

4. Select the technicians you want to send the message to or click Select All to send the message to all your technicians.        

   Tip: Use the All Business Units field to filter technicians by business unit (BU) if you want to send a message only to technicians within a specific BU.

5. When finished, click Send Message.

Use Search to find technician messages

1. Go to the top toolbar and click Search .

2. On the Search screen that opens, select SMS from the dropdown.

3. Enter the technician's phone number in the From field, and then click Search.

Want to learn more?

• See Send media to technicians from the Dispatch Board

• See Manage notifications on the Dispatch Board

• See Use the Daily Dispatch Board

• See Use the Weekly Dispatch Board