Use Messages

Overview

The Messages feature provides a single place to send and view all communications across ServiceTitan. Users can chat internally, email externally, and mention their team right from the related job, project, or task. Messages automatically sync to the message center, ensuring no communication is lost and all replies are logged in one view.

Things to know

• External emails and replies are automatically logged in ServiceTitan if recipients respond to the same thread.

Best practices

• Use @mentions to ensure teammates are notified directly in ServiceTitan.

• Keep conversations organized with threaded replies, especially when multiple topics are discussed.

• Use Join Conversation on a chat in a job, project, or task to stay informed about ongoing discussions.

• Respond directly from the Messages instead of individual records to save time.

Use cases

• A project coordinator can email an external insurance adjuster directly from a project and automatically track replies.

• A production manager can chat internally with installers or schedulers about job progress.

• A CSR can review all customer emails and internal updates from one central location.

Messages overview

The Message Center is your centralized hub for all communications. It consolidates chat, threads, mentions, and emails across all jobs, projects, and tasks.

Communication tools at a glance

Use this quick reference to see where each tool is available and how it appears in your Messages tab:

View and manage messages

1. Go to the top toolbar and click Messages. The Message Center shows Chats, Threads, @mentions, and Emails related to your work. In the Messages section, you can see the source of the message, whether internal chat, thread, mention or email.         You can click the job or project in each chat to go directly to that job or project.        

   Note: Emails can be used to communicate both internally and externally.

2. Click any message to open the conversation and reply directly. A message box opens, where you can communicate through chat or email. This box is movable and can be repositioned.        

   Note: You can click the down arrow next to the job to access the job.

Use Messages on Projects

You can access chat and email directly from the Project screen.

1. Open the project and click the Messages tab. 

2. Select Chat for internal messages or Email for external communication.         

   Note: You can email internal teammates as well with the Email option.

   1. Use Chat:                 

      1. Type your message in the chat.

      2. Use @mentions to notify teammates.

      3. Click Send Now.

   2. Use Email:                

      1. Click Compose Email.

      2. In the Compose Email screen, enter the following details:                         

         1. To email address                                

            Note: You can enter external and internal email addresses.

         2. Subject of your email

         3. The body of your email

      3. Click Send Now.

Use Messages on Jobs

Messages are available directly on each job screen.

1. In the job page, click the Chat icon. A movable Messages window opens. Drag it anywhere on your screen. 

2. You can type your message, use @mentions, or attach files using Chat.

3. Switch to the Email tab to contact external users. You can email internal teammates or external contacts, such as homeowners or vendors. Replies from external users automatically appear in the same thread.

Note: External emails will contain an external tag.

Use Messages on Tasks

Tasks in the Production Queue include the same messaging functionality.

1. Go to the Production Queue and open a task.

2. In the Messages panel, use Chat for internal collaboration and Email for external communication.         

   Tip: Use @mentions to alert teammates instantly in Chat.

Replies and mentions appear both in the task messages section and in your Messages tab, everything is synced.

Note: If you're mentioned in a task message, you'll receive an email notification and see it listed in your Messages tab.

How Messages work

Messages appear in your Messages tab when:

• You send a message: You're automatically added to that conversation thread.

• You receive a message: It appears under Unread until opened.

• You join a conversation: If you haven't participated yet, click Join Conversation on the related job, project, or task.

To join a conversation

1. Go to the Job, Project, or Task where the discussion is happening.

2. Click Join Conversation to start following it. 

3. After joining, you receive updates and mentions in your Messages tab.

Tip: Use Join Conversation to monitor updates without cluttering your email inbox.

Want to learn more?

• See View and send messages for an Insurance Queue Task in the ServiceTitan Field Mobile App

• See Roofing and Exteriors