--- title: "Use Advanced Setup to create an email survey" slug: "use-advanced-setup-to-create-an-email-survey-1" updated: 2026-10-15T00:56:53Z published: 2026-10-15T00:56:53Z canonical: "help.servicetitan.com/use-advanced-setup-to-create-an-email-survey-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Use Advanced Setup to create an email survey ## Overview When creating an email survey, choose the **Advanced Setup** option if you want to use the advanced functions, such as landing pages. You can also use this option if you're looking for a higher degree of audience segmentation. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Applies to all business types - Applies to all trades #### Feature configuration - To get started with Marketing Pro Reputation, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager. - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. ## Things to know - This article covers the Advanced setup for creating email surveys. See the article on the [Default Setup](/construction/docs/use-default-setup-to-create-an-email-survey-1) if you prefer to use that template. - Email surveys are sent to the primary email address you have on the Customer Record. ## Enable Advanced Survey Setup To create an SMS survey using Advanced Setup, you must first enable the *Advanced Survey Creation* feature. 1. Go to the top toolbar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-nnbtcb4l.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D). 2. From the side panel, find **Marketing Pro** > **Reputation Management**. 3. Select the **Advanced Surveys** tab. 4. Turn on the **Enable Advanced Survey Creation** toggle. Now, you can go to Reputation to create advanced surveys. ![User interface for enabling advanced survey creation in reputation management settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-e03i0lrl.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) ## Create an email survey using Advanced setup 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-ct1spx3g.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) >** **Review Generation**. > [!NOTE] > **Note:** You can also create surveys from Monitoring and Review Generation in Marketing. 2. Click **Create Survey**. 3. On the *Create Survey* page that opens, select **Advanced Setup** to create a survey with advanced options. ![Options for creating surveys include recommended, default, and advanced setups with warnings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-qcatw4tu.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 4. Click **Next**. The *Advanced Survey Setup* screen opens. There are six steps you need to complete to send an email survey to your customers: - [Step 1 Overview](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-1-overview)**:** Detailed information for your email survey, including the survey name and type, event triggers, and more. - [Step 2 Segment](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-2-segment)**:** Set the Business Units and advanced filters for the email survey. - [Step 3 Prompt](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-3-prompt)**:** Set the email message asking the customers to answer the review. - [Step 4 Rating](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-4-rating)**:** This step is active for Internal Feedback only. - [Step 5 Review Sites](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-5-review-sites)**:** Organize the sites in the order from where you want to receive email surveys. - [Step 6 Review and Submit](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-6-review-and-submit)**:** Finalize and start the email survey. ## Step 1: Overview 1. Create a **Survey Name**. 2. Select **Email Survey** for survey type. ![User selects 'Email Survey' option in the advanced survey setup interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-9ew07ly1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 3. If you want to display your listing links on a landing page, select **Landing Page**. You'll customize the Header and Body Text for your landing page in [Step 5: Review Sites](/construction/docs/use-advanced-setup-to-create-an-email-survey-1#step-5-review-sites). 4. If you want to receive internal feedback in addition to the reviews on the listings, select **Internal Feedback**. > [!NOTE] > **Note:** Activating the landing page and internal feedback for your survey will likely decrease your review volume. 5. Click the **Trigger** dropdown and select an event trigger. Options include: > [!NOTE] > **Note:** Only one default review request is sent per job. If a manual trigger request is sent, then an automated Job Complete survey can't trigger for that same job. If you enabled the Survey Resend feature, a second survey will be sent automatically after a set number of days if the customer never clicked the first one. - **Job Complete:** Select this trigger to automatically send the default review request when a job is finished. This is selected by default. - **Manual Request:** Select this trigger if Review Requests should be triggered manually instead of sent automatically. ![Dropdown menu showing options for job completion and manual request selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-mndo128f.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 6. When finished, click **Continue**. The *Segment* step opens. ## Step 2: Segment In this step, create a unique audience segment for the survey. The criteria for this segment cannot overlap with any other survey segments. For example, if Survey A targets commercial customer types with a Sold threshold of $1,000 or more, you cannot create another survey targeting customers with a sold threshold of $2,000 or more. This is because the sold threshold criteria overlap. 1. Select the individual **Business Units** to which the survey applies. > [!NOTE] > **Note:** To add more Business unit options to send review requests, edit your location **Marketing Pro> Locations>**. Select additional units and save changes. 2. If you want to make changes in a location click **Manage Locations**. 3. To better target audiences, select **Advanced** filtering. This activates the filters in the *Segment* step. > [!NOTE] > **Note:** Adding many filters decreases the number of targeted homeowners and may decrease the review generation rate. 4. Select the **Customer Type**. 5. Select the **Contact Type** for the survey. Options include: - **Customer:** Select this to send the survey to the customer contact. - **Service Location:** Select this option to send the survey to the contacts associated with the service location. This is particularly useful for businesses offering commercial services, as it allows you to gather feedback from those who received the service. 6. Select the **Job Types** and **Job Tags** you want to include or exclude from the email survey. 7. Select the date range of excluded last review requests. > [!TIP] > **Tip:** To avoid inconveniencing customers who received review requests within the specified time range, you can select to exclude them from the present email survey. 8. Add the Sold Threshold Range. ![Survey setup interface displaying options for customer types and job tags.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-wwta127j.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 9. When finished, click **Continue**. The *Prompt* step opens. ## Step 3: Prompt 1. In the *Prompt* step, edit the message in **Email Subject**, **Headline,** and **Message Text**. > [!NOTE] > **Note:** Use [merge tags](/v1/docs/add-special-links-and-merge-tags-to-your-marketing-content) to automatically populate information like the customer's first name by highlighting the tag and dragging it into the message. ![Survey setup interface displaying email subject and customer feedback prompt.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-9ayipnlr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 2. If you don't need to send a follow-up message, click **Continue**. Otherwise, turn on the **Enable Resend** toggle. 3. Add the number of days to wait before resending the survey. The survey is automatically resent if the customer doesn't click the survey request link within the number of days shown here. 4. Edit the follow-up survey's message to make it more personal. > [!NOTE] > **Note:** Use [merge tags](/v1/docs/add-special-links-and-merge-tags-to-your-marketing-content) to automatically populate information, such as the customer's first name, by dragging the tag into the message. ![Survey resend conditions settings with highlighted options for customer follow-up.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-ktfhke4j.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 5. When finished, click **Continue**. The *Rating* step opens. ## Step 4: Rating The Rating step is available only for surveys with *Internal Feedback* enabled. If you did not select **Internal Feedback** for your survey in Step 1: Overview, skip this step. If you selected **Internal Feedback**, follow the steps below: 1. Turn on the **Show Technician Information** toggle to include the technician's details. 2. Edit the message in **Message Text**. > [!NOTE] > **Note:** Use [merge tags](/v1/docs/add-special-links-and-merge-tags-to-your-marketing-content) to automatically populate information like the customer's first name by highlighting the tag, and dragging it into the message. ![Survey setup interface displaying technician information and customer feedback options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-8j6i4xj1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 3. Click **Continue**. The *Review Sites* step opens. ## Step 5: Review Sites 1. For surveys with a *Landing Page* only, enter the **Headline** and **Body** text for your landing page. ![Request for users to post their reviews on social platforms or favorite sites.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-0qhcevpr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 2. Click **Delete ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-q8avh3a2.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D)** for any locations you don't want to include in the survey. ![Review sites for Metro Cafe, including Google, Facebook, Yelp, and City Search.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-y00a2s6f.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 3. (Optional) To add a location for the survey, click **Add Location** and then select the location from the dropdown. ![Review sites for Metro Cafe, including Google, Facebook, Yelp, and City Search.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-m6vvz75u.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) 4. Decide which review sites you want to prioritize for getting business reviews. Consider factors like a site's popularity in your industry or the ones most commonly used in your area. Based on best practices, we recommend prioritizing Google for generating reviews. Next, organize the review sites in your preferred order by dragging them within the list for each location. 5. (Optional) Click **Add Site** to add new sites for a location. You can have up to four review sites for each location. 6. When finished, click **Continue** to proceed to the *Review and Submit* step. ## Step 6: Review and Submit Review the email survey information in this step: - To make changes, click **Edit**. - To create an SMS survey using the *Recommended Setup*, click **Switch to Recommended Setup** and then confirm. The *Recommended Setup* uses settings that have historically gotten the best overall click rate. For more, see [Use Recommended Setup to create an SMS survey](/construction/docs/use-recommended-setup-to-create-an-sms-survey-1). > [!WARNING] > **Caution:** If you switch, all the data you entered during the Advanced Setup will be reset. - If you want to finish the survey later, click **Save and Finish Later**. - If everything is correct, click **Start Survey**. > [!NOTE] > **Note:** After clicking **Start Survey**, your email surveys are sent as soon as the next job in one of the BUs that you chose is completed. ## Pause and start a survey If you want to stop sending survey prompts for completed jobs, you can do so at any time. To pause an email survey prompt: 1. Go to the navigation bar and click **Marketing**. 2. In the side menu, click **Review Generation**. 3. Click **Pause** on the survey you want to pause. 4. On the *Confirm Pause* page that opens, click **Pause**. ![Confirmation prompt for pausing a survey with options to cancel or pause.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-email-survey-image-rz81g2wi.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A49%3A15Z&se=2026-10-31T02%3A49%3A15Z&sr=c&sp=r&sig=p6X02b%2FCdk4dd9XAOU14iNuOzoCfXpCVZLwA76WNF8w%3D) > [!NOTE] > **Note:** To resume sending a survey prompt, click **Start** on a survey you previously paused. ## Want to learn more? - See [Create SMS surveys](/v1/docs/create-sms-surveys) - See [Manage Reviews](/construction/docs/manage-reviews) - See [Review Requests](/construction/docs/manage-review-requests) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns Tools for requesting, monitoring, and responding to online reviews across Google, Yelp, and other platforms. **What it does:** Protects and grows a business's online reputation — the primary driver of inbound calls — by automating review requests and responses. **Also called:** Review management, Online reviews **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automated SMS or email requests sent to customers post-job asking them to leave a review on Google or other platforms. **What it does:** Increases review volume and star ratings — directly impacting organic search rankings and inbound lead flow. **Also called:** Review ask, Post-job review prompt **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)