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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.

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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.

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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

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Start a new outbound conversation

Select New message to contact an existing or synced customer:
  1. Search by name, phone number, or email, then select the intended customer. The picker checks contacts with prior Avoca messages and, when current synced data exists, ServiceTitan customers who have not been messaged in Avoca.
  2. If that phone number already has an open conversation, choose Open existing thread to continue it or Start a new conversation to create a separate outbound thread.
  3. Select the Send from number, write the message, and review any warning before selecting Send.
An opted-out customer cannot be messaged. If no sending number is configured, the message cannot be sent. If a new conversation uses the same sending number as an existing open conversation, the dashboard warns that sending will close the current thread; choose a different number or return to the existing thread when it must remain open.

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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.

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Opt-outs

Respect a customer’s messaging preference. An opted-out conversation shows Opted Out in its header and can’t be replied to. To opt a number out yourself, open the conversation’s ⋮ menu and choose Opt out number. If the customer asks to receive texts again, choose Opt back in on the opted-out banner or in the ⋮ menu. Do this only when you are authorized and the customer’s preference has been confirmed. Customers can also opt back in themselves by texting START. To review, search, or export every opted-out contact, including numbers without a conversation, open Outbound → Exclusions and choose SMS. ServiceTitan teams choose the tags applied on opt-out in Business Info → Tags under Text Opt-Out Tags.

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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.