Conversations in the mobile app holds two kinds of thread: the ones with customers, and the ones with your own crew. Both live in the same inbox.
Customer threads
Every customer you're working with has a thread. Open it, type at the bottom, send. You can also call the customer directly from the thread.
Anything sent here shows up in the office Message Center against that customer — the office isn't guessing what the tech told them.
Internal threads
Tap + to start a chat with a teammate, or to open a group.
| Thread type | Use it for |
|---|---|
| One-to-one | A quick question to the dispatcher or another tech. |
| Group | The install crew, the on-call rotation, whatever your team needs. |
Groups are made by your team, not fixed by the office — create the ones that match how you actually work.
Finding a thread
| Tool | What it does |
|---|---|
| Search | Matches customer names, group names, and the people in a group. |
| All | Everything, customer and internal. |
| Unread | Only threads waiting on you. |
| Internal | Only team threads — hides the customer ones. |
Unread counts show on the Conversations tab, so techs see a new message without opening the app.
Internal threads are for your team only. Customers never see them. When you need to leave something on a specific job instead of in chat, use a job note — you can tag a teammate with @ there and they'll get a notification.