How to SortMyChats

Everything you need to install SortMyChats and get your ServiceTitan inbox organized. Can't find an answer? Email hello@sortmychats.com and we'll help.

Getting started

1. Start your trial. Pick a plan on the pricing page and choose how many seats you need. You'll go through a quick Stripe checkout to start your 7-day free trial (no charge until day 7).
2. Install the extension. After checkout you'll get an email with a link to install SortMyChats from the Chrome Web Store. It works in Google Chrome and Chromium browsers like Microsoft Edge.
3. Sign in. Click the SortMyChats icon in your browser toolbar and sign in with the email and password from your invite.
4. Open ServiceTitan messaging. Go to your ServiceTitan chat/messaging page and reload it once. The SortMyChats sidebar appears right on the page — no setup inside ServiceTitan required.

Folders

Folders are how you group conversations. Create one per crew, job type, priority — whatever fits how you work.

• Create a folder: click + New folder in the sidebar, give it a name and a color.
• File a chat: right-click any conversation and choose a folder, or use the 📁 File this chat button at the top of an open conversation.
• Rename: double-click a folder name to edit it inline. Drag folders to reorder them.
• Bulk file: turn on select mode, check several chats, and file them all at once (or move them back to Unfiled).
• Mute a folder (like a Mass Texts folder) so its chats don't clutter your "All" view.

Filtering your inbox

Click any folder to see only its conversations. Use All to see everything (except muted folders) or Unfiled for chats you haven't sorted yet. Turn on Only unanswered to see just the conversations where a customer is waiting on a reply.

Auto-sort rules

Rules file new conversations automatically so you don't have to. Open a folder's editor and add one or more conditions:

• Starts with, contains, contains any, or regex matches against the message preview.
• Toggle match case if capitalization matters.
• Check apply to existing unfiled chats to back-fill matches already in your inbox when you save.

A pre-made Mass Texts folder already catches common blast-reply patterns so marketing noise stops burying real customers.

AI sort

Click ✨ AI sort and SortMyChats suggests a folder for each unfiled chat using your folders and their rules as hints.

• You get a preview with a checkbox per chat — nothing moves until you approve it.
• It's conservative: low-confidence guesses are dropped, and it handles up to 50 chats per click.
• Changed your mind? Undo is available for 15 minutes after applying.

Coverage (out-of-office routing)

Going to lunch or off shift? Coverage temporarily reroutes a folder's new messages to whoever's covering.

• Set a folder's coverage target (another folder, or Unfiled).
• Add an optional schedule (from/until) for lunch or a shift window — it auto-expires.
• New chats and new replies on existing chats both reroute during the window so nothing sits unseen.
• Manage active coverage from the coverage manager; cancel anytime.

Reply alerts & unanswered tracking

• Conversations whose latest message is from the customer get an orange "needs reply" stripe, and each folder shows a ⚠️ count of how many are waiting.
• Turn on notifications to get an in-page banner and a desktop alert when a real reply lands. Click a banner to jump straight to that chat.
• Stale-reply alerts: set a threshold (5 min, 15, 30, 1 hr, 4 hr) and get an urgent red alert when a customer has been waiting too long. It clears the moment you reply.

Team & seats

Admins manage the team from the Manage team & seats page in the popup.

• Invite teammates by email; each gets a single-use invite link.
• Set roles: owner, admin, or member.
• Deactivate someone to free up a seat without deleting their history.
• Shared folders sync across the whole workspace so the team stays on the same page.

Billing

• Pricing is per seat, billed monthly or annually (annual saves $24/seat per year). Bigger teams get a lower per-seat rate automatically.
• Open the Manage billing button to update your card, download invoices, or cancel — it opens the Stripe customer portal.
• Change seats any time; charges are prorated.
• Your 7-day trial collects a card up front but isn't charged until day 7. Cancel before then and you won't be billed.

Troubleshooting

I don't see the sidebar in ServiceTitan

Reload the ServiceTitan messaging tab once after installing or signing in. Make sure you're signed in (click the SortMyChats toolbar icon) and that you're on the messaging/chat page.

A real customer is showing as "unanswered" after we replied

SortMyChats detects replies from your team automatically, but unusual outbound templates can occasionally slip through. An admin can add a phrase from your reply templates under outbound phrases in the popup settings.

Something in ServiceTitan looks off after a ServiceTitan update

ServiceTitan occasionally changes their page layout. We patch SortMyChats to match — if anything looks broken, email hello@sortmychats.com and we'll get a fix out fast.

I can't sign in

Confirm you accepted your invite and are using the same email it was sent to. Still stuck? Email hello@sortmychats.com.

Still need a hand?

Email hello@sortmychats.com — we reply within one business day.