Open Channels → Messages → Conversations to manage customer messaging. You can use a board or table view, filter the inbox, open a conversation, and coordinate AI and human handling.
Conversation statuses
Every conversation has one of four handling statuses:
- AI Handling: The AI agent is responsible for the next applicable response.
- Human Handling: A teammate is actively handling the conversation.
- Human Followup: A person needs to follow up.
- Resolved: No further action is expected.
Move a conversation deliberately. Status affects how teammates interpret ownership and whether the AI is expected to continue.
Find and organize work
Use search, date range, unread-only, filters, and sorting to narrow the inbox. Depending on access, you can also:
- Switch between board and table views
- Mark conversations read or unread
- Assign conversations
- Save custom views and control who can access them
- Apply supported bulk actions
- Report an issue from a conversation
Send a manual reply
Open a conversation, review the full recent context, and choose the appropriate send behavior. The composer can offer:
- Send and return to AI
- Send, return to AI after N minutes of inactivity
Use the delayed option when a teammate may need to continue the exchange before the AI resumes. Confirm the resulting status after sending.
A manual message is customer-facing immediately. Verify the recipient, conversation context, and AI return behavior before sending.
Opt-outs
Respect a customer’s messaging preference. Use Messages → Opt-Outs to review opted-out contacts and remove an opt-out only when you are authorized and the customer’s preference has been confirmed. ServiceTitan opt-out tags may also affect messaging behavior.
Message alerts
The older Messages → Notifications editor is deprecated and read-only. Configure current operational alerts under Settings → Business Info → Team Alerts instead.
Channel-specific inboxes such as Google Local Services Ads or Yelp may appear separately when enabled for your team. 
