---
title: "Use Advanced Setup to create an SMS (text message) survey"
slug: "use-advanced-setup-to-create-an-sms-text-message-survey-1"
updated: 2026-10-15T00:57:01Z
published: 2026-10-15T00:57:01Z
canonical: "help.servicetitan.com/use-advanced-setup-to-create-an-sms-text-message-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 SMS (text message) survey

## Overview

When creating an SMS survey, choose the **Advanced Setup** option if you want to use the advanced functions, such as landing pages. This should also be used by users 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.

## Things to know

- This article covers the Advanced setup for creating SMS surveys. See the articles on [Recommended Setup](/construction/docs/use-recommended-setup-to-create-an-sms-survey-1) and [Default Setup](/construction/docs/use-default-setup-to-create-an-sms-survey-1) if you prefer to use those templates.
- SMS surveys are sent to all phone numbers listed in the Customer Record.
- SMS surveys are sent only during the day. Daytime hours are from 8 AM to 9 PM. Any surveys triggered outside these hours are sent to customers the following morning.
- ServiceTitan doesn't recommend using Advanced Setup because it might lead to a decrease in the number of generated reviews.

## 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-sms-text-message-survey-image-iddtrumc.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%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-sms-text-message-survey-image-15fvwsmb.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)

## Create an SMS 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-sms-text-message-survey-image-a28v1nim.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)**.
2. From the side menu, click **Review Generation**.

> [!NOTE]
> **Note:** You can create surveys from the [Monitoring](https://go.servicetitan.com/#/new/marketing/re/monitoring) page in Marketing.
3. Click **Create Survey** and then select **Advanced Setup**.

> [!NOTE]
> **Note:** To have the option to create an SMS survey using Advanced Setup, you must first enable the Advanced Survey Creation feature from Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-313ju3zb.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D). If this isn't enabled, you won't see this option.

![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-sms-text-message-survey-image-ve84asmk.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
4. Click **Next**. The *Advanced Survey Setup* screen opens.

There are six steps you need to complete to send an SMS survey to your customers:

- [Step 1 Overview](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-1-overview): Add detailed information for your SMS survey.
- [Step 2 Segment](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-2-segment): Set the Business Units for the SMS survey.
- [Step 3 Prompt](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-3-prompt): Set the SMS text message asking the customers to answer the review. Also, set up a follow-up SMS text message if the customer doesn't send a review.
- [Step 4 Rating](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-4-rating): Set the SMS text message asking the customers for internal feedback for reviews that fall below your set rating threshold.
- [Step 5 Review Sites](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-5-review-sites): Organize the sites in the order from where you want to receive SMS surveys.
- [Step 6 Review and Submit](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#step-6-review-and-submit): Finalize and start the SMS surveys.

## Step 1: Overview

In this step, select the *Survey Type*, *Survey Name*, *Event Trigger*, and whether you want your review links to appear on a landing page. If you use a landing page, you can also choose to receive internal feedback.

1. Select **SMS Survey** for the **Survey Type** and enter a **Survey Name**. ![Overview of advanced survey setup with SMS survey option and event trigger settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-fwp777a4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
2. 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*.
3. 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.
4. Click the **Trigger** dropdown and select an event trigger. Options include:
  - **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-sms-text-message-survey-image-0xmmo2hx.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)

> [!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 enable 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.
5. 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 in **Marketing Pro > Locations**. Select additional units and save changes.
2. If you want to make changes to a location, click **Manage Locations**.
3. To better target audiences, select **Advanced** filtering. This activates the filters in the *Segment* step.

> [!NOTE]
> **Note:** Adding filters decreases the number of targeted customers. This may decrease review generation volume.
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 choose to exclude them from the current SMS survey.
8. Add the **Sold Threshold Range**. ![Survey setup interface displaying options for customer type and job types.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-ig6o0lj1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
9. When finished, click **Continue**. The *Prompt* step opens.

## Step 3: Prompt

1. Turn on the **Include Logo** toggle to enable viewing your logo in the SMS survey. If the selected BU's location doesn't have a logo, you are prompted to include one.

> [!NOTE]
> **Note:** The Include Logo toggle is turned off by default.
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, such as the customer's first name, by dragging the tag into the message.

![Survey setup interface showing SMS prompt and review options for customer feedback.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-l3w4abms.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
3. If you don't need to send a follow-up message, click **Continue**. Otherwise, turn on the **Enable Survey Resend** toggle.
4. Add the number of days to wait before resending the survey. The survey is automatically resent if the customer doesn't respond to the survey within the number of days shown here.
5. 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 merge tags for customer follow-up messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-598w4lb9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
6. When finished, click **Continue**. If you enabled *Internal Feedback* for the survey, the *Rating* step opens. Otherwise, the *Review Sites* 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](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1#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-mpro) 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-sms-text-message-survey-image-vg18jbb9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
3. Click **Continue**. The *Review Sites* step opens.

> [!NOTE]
> **Note:** You can create alerts with a new type for the number of stars for internal reviews when setting up alerts in **Reputation > Alerts**.

## 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 reviews on their preferred platforms or sites.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-7o3ew5px.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
2. Click **Delete ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-wwomoq2i.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%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-sms-text-message-survey-image-tz7pmin1.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%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-sms-text-message-survey-image-89k2fohs.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%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. ![Setup screen for advanced survey with review site options and mobile preview.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-advanced-setup-to-create-an-sms-text-message-survey-image-cuh9yv2i.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)
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 SMS survey information in this step.

- To make changes, click **Edit**.
- To switch to 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 SMS 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 SMS survey prompts for completed jobs.

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-sms-text-message-survey-image-9shmyws2.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)**.
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-sms-text-message-survey-image-4iebwd3l.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A18Z&se=2026-10-31T02%3A43%3A18Z&sr=c&sp=r&sig=LiKjXCY7SqCajfHGvlf5qlo%2FgWUSqVHzHaJLhMHaWR0%3D)

> [!NOTE]
> **Note:** To resume sending a survey prompt, click **Start** on a survey you previously paused.

## Want to learn more?

- See [Get started with Marketing Pro Reputation Management](/construction/docs/get-started-with-marketing-pro-reputation-management)
- See [Manage reviews](/construction/docs/manage-reviews)
- See [Manage review requests](/construction/docs/manage-review-requests)
- See [Create email surveys](/v1/docs/create-email-surveys)

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

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)

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)