--- title: "Use Default Setup to create an email survey" slug: "use-default-setup-to-create-an-email-survey" updated: 2026-10-15T00:56:54Z published: 2026-10-15T00:56:54Z canonical: "help.servicetitan.com/use-default-setup-to-create-an-email-survey" --- > ## 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 Default Setup to create an email survey ## Overview Marketing Pro Reputation lets you set up survey requests through emails using the following templates: Default Setup and Advanced Setup. The Default Setup template was created by ServiceTitan and includes basic information, such as segments and triggers. You may use the Default Setup template to have more control over your survey messages and follow-ups. --- ### #### 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 - 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 Default setup for creating email surveys. See the article on [Advanced Setup](/construction/docs/use-advanced-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. ## Create an email survey using Default Setup 1. Go to the navigation bar and click **Marketing ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-xqojfuo5.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D)**. 2. In the side menu, click **Review Generation**. > [!NOTE] > **Note:** You can also create surveys from the Monitoring section in Marketing. For more, see [Manage reviews](/construction/docs/manage-reviews). 3. Click **Create Survey**. 4. To create an email survey, select **Default Setup**. ![Options for creating surveys include recommended, default, and advanced setups with descriptions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-htr4gs8e.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 5. Click **Next**. The *Default Survey Setup* screen opens. There are four steps to take to send an email survey to your customers: 1. [**Step 1 Overview**](/construction/docs/use-default-setup-to-create-an-email-survey-1#step-1-overview)**:** Add detailed information for your email survey, including the survey name and type, event triggers, and segment. 2. [**Step 2 Prompt**](/construction/docs/use-default-setup-to-create-an-email-survey-1#step-2-prompt)**:** Set the email text asking the customers to answer the review. Also, set up a follow-up email message if the customer doesn't send a review. 3. [**Step 3 Review Sites**](/construction/docs/use-default-setup-to-create-an-email-survey-1#step-3-review-sites)**:** Organize the websites and social media sites in the order from where you prioritize receiving email surveys. We recommend using Google as the first website from where you want to generate your reviews. 4. [**Step 4 Review and Submit**](/construction/docs/use-default-setup-to-create-an-email-survey-1#step-4-review-and-submit)**:** Finalize and start the email survey. ## Step 1: Overview 1. Select **Email Survey** for the Survey Type, then enter the **Survey Name**. ![Setup overview for an email survey with event trigger and business unit selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-emt1gg5x.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 2. Click the **Trigger** dropdown and select an event trigger: - If you keep the **Job Complete** trigger selected by default, only one default review request is sent per job. ![Dropdown menu showing options for triggering a survey based on job completion.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-mv6avoi3.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) - If you select **Manual Request**, then an automated Job Complete survey can't trigger for that same job. ![Dropdown menu showing options for triggering a survey based on event completion.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-9qnb1exu.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 3. 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. > [!TIP] > **Tip:** You can't use the same business unit (BU) in more than one survey. 4. If you want to make changes to a location, click **Manage Locations**. 5. When finished, click **Continue**. The *Prompt* step opens. ## Step 2: Prompt 1. Edit the **Email Subject, Headline,** and **Message Text** you want to share with your customers. > [!TIP] > **Tip:** 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. ![Email prompt for customer feedback with merge tags for personalization and service review.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-4oi6np5x.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 2. If you don't want to send a follow-up message to customers who don't respond, click **Continue**. Otherwise, turn on the **Enable Survey Resend** toggle. 3. Add the number of days to wait before sending a follow-up message to the customer. The follow-up message is automatically sent if the customer doesn't respond to the survey within the number of days shown here. 4. Edit the follow-up message to make it more personal. > [!TIP] > **Tip:** 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 with options for enabling and setting follow-up timing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-x27ld0us.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 5. When finished, click **Continue** to proceed to the *Review Sites* step. ## Step 3: Review Sites 1. Click **Delete ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-csaj8j74.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%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-default-setup-to-create-an-email-survey-image-6oktpjck.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 2. (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-default-setup-to-create-an-email-survey-image-wqs1nfr9.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) 3. 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. 4. (Optional) Click **Add Site** to add new sites for a location. You can have up to four review sites for each location. 5. When finished, click **Continue** to proceed to the *Review and Submit* step. ## Step 4: Review and Submit Review the email survey information in this step. - If everything is correct, click **Start Survey**. - If you want to finish the survey later, click **Save and Finish Later**. - To make changes to your template, click **Edit**. ![Survey setup interface showing details and a preview of the email survey.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-default-setup-to-create-an-email-survey-image-25iszyuv.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%3D) > [!NOTE] > **Note:** 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 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-default-setup-to-create-an-email-survey-image-c7b7ih68.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%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-default-setup-to-create-an-email-survey-image-j8m00143.png?sv=2026-02-06&spr=https&st=2026-10-31T03%3A45%3A35Z&se=2026-10-31T04%3A45%3A35Z&sr=c&sp=r&sig=R1Pszl9135L5PgoPk%2BRQvLq0vjGLI6A%2BkRf3b5QWRyc%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) 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) 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) 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)