--- title: "Use Recommended Setup to create an SMS survey" slug: "use-recommended-setup-to-create-an-sms-survey-1" updated: 2026-10-15T00:56:57Z published: 2026-10-15T00:56:57Z canonical: "help.servicetitan.com/use-recommended-setup-to-create-an-sms-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 Recommended Setup to create an SMS survey ## Overview Marketing Pro Reputation lets you set up survey requests through SMS using the following templates: Recommended Setup, Default Setup, Advanced Setup. The Recommended Setup was created by ServiceTitan, and uses settings which have historically gotten the best overall click rate. Use the Recommended Setup if you want the fastest way to create a template with no customization requirements. > [!NOTE] > **Note:** This article covers the Recommended setup for creating SMS surveys. See the articles on [Default Setup](/construction/docs/use-default-setup-to-create-an-sms-survey-1) and [Advanced Setup](/construction/docs/use-advanced-setup-to-create-an-sms-text-message-survey-1) if you prefer to use those templates. --- ### #### 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 - SMS surveys are sent to the primary phone number entered on 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. ## Create an SMS survey using Recommended Setup 1. Go to the navigation bar and click **Marketing** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-ekonaraf.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D). 2. In the side menu, click **Review Generation**. > [!NOTE] > **Note:** You can create surveys from Monitoring section in Marketing. For more, see [Manage reviews](/construction/docs/manage-reviews). 3. Click **Create Survey**. 4. To create an SMS survey, select **Recommended Setup**. ![Options for creating surveys include Recommended, Default, and Advanced setups with guidance.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-x5javqkh.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) 5. Click **Next**. The *Recommended Survey Setup* screen opens. There are four steps to take before sending the SMS survey to your customers: 1. [**Step 1 Overview**](/construction/docs/use-recommended-setup-to-create-an-sms-survey-1#step-1-overview)**:** Add detailed information for your SMS survey, including the survey name and segment. 2. [**Step 2 Prompt**](/construction/docs/use-recommended-setup-to-create-an-sms-survey-1#step-2-prompt)**:** Set the SMS message asking the customers to answer the review. 3. [**Step 3 Review Sites**](/construction/docs/use-recommended-setup-to-create-an-sms-survey-1#step-3-review-sites)**:** Organize the websites and social media sites in the order from where you prioritize receiving SMS 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-recommended-setup-to-create-an-sms-survey-1#step-4-review-submit)**:** Finalize and send the SMS survey, or switch to Default Setup if you need to add more details or triggers. ## Step 1: Overview 1. Enter a **Survey Name**. 2. 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. ![Overview of the August Survey setup with highlighted business unit selection.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-am3cayre.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) 3. If you want to make changes to a location, click **Manage Locations**. 4. When finished, click **Continue**. The *Prompt* step opens. ## Step 2: Prompt 1. 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. 2. Select a prompt from the list. Then click **Continue**. The *Review Sites* step opens. ![Survey setup interface displaying prompts for customer feedback and review links.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-saeqa5d2.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) ## Step 3: Review Sites 1. Click **Delete** 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-recommended-setup-to-create-an-sms-survey-image-5w91cgts.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) 2. Click **Delete** 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-recommended-setup-to-create-an-sms-survey-image-rco9j27b.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%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-recommended-setup-to-create-an-sms-survey-image-dvqdgjj9.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%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. ![Survey setup interface showing review sites for New York HVAC services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-oguicag7.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%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 4: Review & Submit Review the SMS 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 options for name, trigger, and resend conditions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-47gcm5fk.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) - If you want more options for the survey, click **Switch to Default Setup** then confirm. For more, see [Use Default Setup to create an SMS survey](/construction/docs/use-default-setup-to-create-an-sms-survey-1). ![Instructions for accessing more options and switching to Default Setup in the interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-recommended-setup-to-create-an-sms-survey-image-cnavylmx.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%3D) ## 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-recommended-setup-to-create-an-sms-survey-image-ozpq3ize.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%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-recommended-setup-to-create-an-sms-survey-image-j6z8jzf7.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A24Z&se=2026-10-31T02%3A43%3A24Z&sr=c&sp=r&sig=uU6ghdNS7QWo7%2BT3NxBeLa7pI4kos6%2BEohKqgnmuSnA%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) 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 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) 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)