Build and manage multiple campaigns in ServiceTitan Max

Overview

In ServiceTitan, after you've launched your first automated campaign, the next step is running several campaigns at once — and keeping all of them coordinated. Marketing doesn't operate by itself: every campaign you build connects to Contact Center for inbound response, Scheduling for online booking, Dispatch for assignment, and Field for the in-home conversation that produced the estimate. Atlas threads through all of it, recommending which campaigns to run, refining audiences in plain language, and reporting results across the suite.

This article walks Marketing Managers and Admins through building multiple campaign types side by side, duplicating campaigns that work, managing audiences across active sends. For Marketing Pro Enterprise accounts, the article also covers using the Campaign Calendar to coordinate scheduling across your network.

Things to know

• With Marketing, customers manage three campaign creation paths in Campaign Manager: Pro Campaigns (custom-built campaigns with full control over audience and content), Tracking Campaigns (campaigns running outside ServiceTitan that you want to track for attribution), and Autopilot Campaigns (prebuilt templates from the Autopilot Library). Once an Autopilot campaign launches, it appears in Campaign Manager as a Pro Campaign and follows the same management workflow.

• Only Pro Campaigns can be cloned. When you clone a Pro Campaign, the options selected when the original was created carry forward.

• You can't edit a campaign while it's Finished or Stopped — clone it instead. You also can't directly edit a Scheduled campaign; revert it to Draft first, then make updates.

• Once a campaign is Live, only paused email campaigns can be edited and resumed. Stopped direct mail and SMS campaigns can't be resumed — clone them to build a new but similar campaign.

• Editing an active audience affects every live campaign using that audience. Clone the audience to make changes safely.

• Live and scheduled campaigns can't be archived.

• If you also have Marketing Pro Enterprise, the Campaign Calendar shows both Automated and One-Time email and SMS campaigns plotted across your entire network, with multi-step sequences laid out by send date — giving you a single view of every customer touchpoint scheduled across tenants.

• Calls placed from any campaign's tracking number route through Contact Center, so your inbound CSR team picks up the response volume without leaving their queue.

Best practices

• Coordinate with the team handling response volume before you launch anything new. Each time you add an active campaign, Contact Center routes the inbound calls, Scheduling converts the online bookings, and Dispatch assigns the work. Give your CSRs, dispatchers, and technicians a heads-up so they're staffed for the lift.

• Use exclusion filters to prevent over-messaging. When you run several campaigns side by side, customers can land in more than one audience. Add Last Email Date, Scheduled Job Date, or Last Call Date exclusion filters to your audiences so the same customer doesn't receive three sends in a week.

• Clone instead of editing once a campaign is performing. If a campaign is working, leave it running and clone it as your starting point for the next variation. Editing a live campaign limits what you can change and risks disrupting the customers already enrolled.

• Lean on Atlas for audience refinement. Instead of rebuilding a segment from scratch, ask Atlas to adjust an existing one — "Make this audience residential customers only" or "Exclude anyone who booked in the last 14 days." Atlas applies the changes in the campaign builder.

• (Optional if you have Marketing Pro Enterprise) Plan with the Campaign Calendar before you build. Open the Campaign Calendar in Marketing Pro Enterprise and check what's already scheduled across your tenants. It's the fastest way to spot overlapping sends or gaps before they affect customers.

• Use Atlas to monitor performance across the suite. Ask "Which of my campaigns is generating the most revenue?" — Atlas pulls from sold estimates, invoiced jobs, and Contact Center call attribution to give you a unified answer.

Use cases

• A residential HVAC company runs three campaigns concurrently: an automated Unsold Estimates campaign for system replacements technicians presented in Field, an automated Aging Equipment campaign targeting customers with 12+ year-old HVAC systems, and a one-time Spring Tune-Up campaign timed to seasonal demand. Cross-campaign exclusion filters prevent customers from receiving more than one send in a 10-day window.

• A commercial plumbing contractor clones a high-performing Unsold Estimates campaign to create a Commercial Q2 Follow-Up variant targeting estimates over $5,000. The clone preserves the original campaign's audience logic and email sequence; the marketing manager only adjusts the audience filter and subject line. The original keeps running while the new variant launches.

• A multi-trade business operating a Marketing Pro Enterprise network across four regional tenants uses the Campaign Calendar to coordinate sends. Marketing leadership sees that Tenant A and Tenant B both have Memberships Expiring automated campaigns running, while Tenant C has a gap in its November schedule. They launch an Enterprise Hub campaign to fill the gap and adjust the regional schedule from one screen.        

  • Note the above example requires Marketing Pro Enterprise Hub.

Step 1: Open Campaign Manager and review what's running

Before adding new campaigns, review what's already active so you can plan for audience overlap, sequencing, and team capacity.

• Go to the navigation bar and click Marketing.

• In the side menu, go to Campaigns > Campaign Manager.

• On the Campaign Manager screen, review the campaigns table. For each campaign, check:

a. Name — The unique campaign name.

b. Medium — Email, SMS, or direct mail.

c. Status — Draft, Scheduled, Live, Finished, or Stopped.

d. Campaign Type — Unsold Estimates, Memberships, Aging Equipment, Idle Account, Newsletter, Thank You, Customer Welcome, Recurring Service, or Other.

e. Last Modified — The date the campaign was created or last edited.

• (Optional) Click the Tracking Campaigns tab to see campaigns running outside ServiceTitan that you're attributing through tracking numbers.

Tip: Sort by Status to see all Live and Scheduled campaigns first. These are the ones that affect your audience overlap and response volume planning.

Step 2: Plan audience overlap before adding a new campaign

When several campaigns target overlapping customer segments, the same customer can receive multiple sends in the same week. Before building a new campaign, plan how its audience fits with the campaigns already running.

• In the side menu, go to Marketing > Audiences.

• Review the audiences currently in use by your Live and Scheduled campaigns.

• Decide whether to:

a. Reuse an existing audience — Best when the new campaign targets the same group but with different content (for example, a follow-up email a week after the first).

b. Clone an existing audience and modify it — Best when the new campaign needs similar targeting with a tweak. Cloning preserves the original so live campaigns keep running unchanged.

c. Create a new audience — Best when the targeting is distinct enough that no existing audience fits.

Caution: Editing an active audience changes who receives content from every live campaign using that audience. Clone the audience instead, then point the new campaign at the clone.

• For automated campaigns, use dynamic date filters so prospects enter the audience as soon as they qualify. Use static date filters only for one-time campaigns where you want a fixed list.

• Add exclusion filters to prevent over-messaging. Common patterns:

a. Last Email Date — Exclude customers who received marketing email in the last 7 to 14 days.

b. Scheduled Job Date — Exclude customers with a job on the books in the next 30 days.

c. Last Call Date — Exclude customers who recently called in through Contact Center Pro.

Note: Atlas can refine an audience for you in plain language. From the audience or campaign builder, click Edit with Atlas and describe the change you want.

Step 3: Create a new campaign

You have three creation paths in Campaign Manager. Choose based on how custom the campaign needs to be.

Launch from the Autopilot Library (fastest)

Best for proven, common campaign types — Unsold Estimates, Memberships Expiring, Idle Account, Recurring Service, and others. Audience, content, and timing are pre-built and personalized to your brand.

• Go to Marketing > Campaigns > Autopilot Campaigns.

• Select a campaign from the Foundational Campaigns or All Marketing Campaigns section.

• (Optional) Click Edit with Atlas to refine the audience or messaging in plain language.

• Confirm the Launch Date, Reach, and Stop Trigger, then click Launch Campaign.

The campaign is created in Campaign Manager as a Pro Campaign with Scheduled or Live status.

Build a custom Pro Campaign (most control)

Best when no Autopilot template fits — for example, when filtering by business unit, estimate value, or trade-specific equipment.

• Go to Marketing > Campaigns > Campaign Manager.

• Click Create Campaign > Pro Campaign.

• On the campaign builder, enter the campaign details:

a. Campaign name — A unique name, such as Memberships Expiring — Q2 Commercial.

b. Campaign goal — Select a campaign type (Unsold Estimates, Memberships, Aging Equipment, etc.).

c. Tracking number — Select an available tracking number or let Marketing Pro assign one. Inbound calls to this number route through Contact Center Pro.

d. Audience — Select the audience you planned in Step 2.

• Click Add Content and build your email, SMS, or direct mail message.

• Configure the automation rules and stop trigger.

• When ready, click Schedule Campaign, then Schedule for Later or Launch Now.

For full setup details, see Create one-time and automated campaigns and Create Pro campaigns.

Add a Tracking Campaign (for non-ServiceTitan campaigns)

Use this when you're running a campaign outside ServiceTitan (for example, a billboard or radio spot) but want to attribute calls back through a tracking number.

• Go to Marketing > Campaigns > Campaign Manager.

• Click Create Campaign > Tracking Campaign.

• Complete the Create Tracking Campaign form with name, category, business units, tracking number, source, and medium.

• Click Save.

Note: Tracking Campaigns can't be cloned. If you need a similar tracking campaign later, create a new one from scratch.

Step 4: Clone a campaign that's working

Cloning is how you scale a campaign that's producing results. Use it to launch a variant (different audience, slight content change) without disrupting the original.

• Go to Marketing > Campaigns > Campaign Manager.

• Find the Pro Campaign you want to clone.

• Click More > Clone next to the campaign.

• On the Clone Campaign screen that opens, enter a unique Name for the cloned campaign, then click Continue.

• The clone opens in the campaign builder with all of the original's settings — audience, content, sequence, stop trigger, and campaign goal — preserved.

• Make your changes. Common variations:

a. Adjust the audience filter — For example, narrow from "all open estimates" to "open estimates over $5,000."

b. Update the subject line or email copy — Test new messaging without losing the working version.

c. Change the channel mix — Add SMS to an email-only campaign, or vice versa.

d. Update the tracking number — Helpful when you want separate attribution for the clone.

• When finished, click Schedule Campaign.

Caution: Tracking Campaigns can't be cloned. Only Pro Campaigns (including Autopilot campaigns once launched) support cloning.

Tip: When cloning to test a new variant, leave the original running. Compare performance side by side in Marketing Analytics before deciding which to keep.

Step 5: Edit, pause, or stop a campaign

How you change a campaign depends on its status.

Edit a Draft campaign

• Go to Marketing > Campaigns > Campaign Manager.

• Click More > Edit next to the Draft campaign.

• Make your changes, then click Finish Later to save or Schedule Campaign to launch.

Edit a Scheduled campaign

You can't edit a Scheduled campaign directly. Revert it to Draft first:

• Click More> Edit next to the Scheduled campaign. The campaign opens in the builder.

• Make your updates.

• Click Schedule Campaign to reschedule once you're done.

Stop a Live campaign

You can stop a live campaign at any time — for example, when audience volume turns out higher than expected, or when a related issue (like a pricing change) means the messaging needs an update.

From Campaign Manager:

• Hover over the live campaign and click More> Stop.

• On the confirmation window, click Confirm. The campaign status changes to Stopped.

From the Campaign Details screen:

• Click the live campaign.

• On the Campaign Details screen, click Stop, then Confirm.

Resume a Stopped email campaign

Stopped email campaigns can be resumed. Stopped direct mail and SMS campaigns can't be resumed — clone them instead.

From Campaign Manager:

• Hover over the stopped campaign and click More> Resume.

• On the confirmation window, click Confirm. The campaign status changes to Live.

From the Campaign Details screen:

• Click the stopped campaign.

• On the Campaign Details screen, click Resume, then Confirm.

Note: If you paused a multi-email campaign and all scheduled send dates have already passed, the next email goes out immediately when you resume. Remaining emails follow the original schedule.

Edit a Stopped campaign before resuming

• Click More> Edit next to the stopped campaign.

• Make your needed changes. You can't change the campaign type, delivery logic, or the order of emails. If another live campaign uses the same audience, you can't edit the audience either.

• Click Resume Campaign to relaunch.

Step 6: Coordinate across your network with the Campaign Calendar (Marketing Pro Enterprise Hub Only)

Customers running multiple tenants through Marketing Pro Enterprise can plan and review every campaign across the network from one calendar view.

Open the Campaign Calendar

• Go to the Enterprise Hub URL.

• Enter your username and password, then click Sign In.

• Click Marketing Pro Enterprise.

• On the Manage Campaigns screen, click Campaign Calendar.

Filter the calendar to plan your schedule

Use filters to focus on the campaigns relevant to what you're planning. Click Apply when you finish selecting filters.

• Date — Select a specific date.

• View — Choose daily, weekly, or monthly.

• Enterprise Hub Campaigns — Select this to see your Enterprise Hub campaigns. When you switch to a single tenant, the calendar shows both Enterprise campaigns and the campaigns that tenant launched locally.

• Tenant — Select the tenants you want to see Enterprise campaigns for. Note: only appears when viewing Enterprise Hub Campaigns.

• Tenant Group — Filter by a specific group of tenants. Note: only appears when viewing Enterprise Hub Campaigns.

• Delivery Method — One-Time or Automated.

• Channel — Email or SMS.

• Campaign Type — Filter to a specific type (Unsold Estimates, Memberships, Aging Equipment, etc.).

Use the calendar to coordinate

• Look for overlapping campaigns targeting the same customer segment across tenants — a sign you may need to add exclusion filters.

• Look for gaps in your network's schedule — a sign you may want to launch an Enterprise Hub campaign or a tenant-specific campaign to fill the window.

• Multi-step email and SMS sequences are plotted across their send dates, so you can see exactly when each touchpoint hits the customer.

• Click any campaign item on the calendar to open its detail page in the Enterprise Hub. From there, you can stop the campaign across multiple tenants without managing each one separately.

Tip: Ask Atlas "What's my campaign schedule for next month?" to get a plain-language summary of what's scheduled across your tenants.

Step 7: Monitor performance and refine

Once multiple campaigns are running, use Marketing Analytics and Atlas together to see what's working.

• Go to Marketing. In the side menu, Analytics is expanded by default to display Marketing Overview.

• Review total calls, booked jobs, sold jobs, and revenue generated for the selected date range. Inbound call counts include the calls routed through Contact Center Pro tracking numbers.

• Click the Revenue, Booked Jobs, Sold Jobs, and Calls tabs to see top- and bottom-performing campaigns by metric.

• At the top of Campaign Manager, the Your Campaigns, Supercharged by Atlas panel surfaces performance recommendations on your live campaigns.

• Click Ask Atlas to open a conversation. Useful questions when managing multiple campaigns:

a. Which of my campaigns is generating the most booked jobs?

b. Are any of my audiences overlapping?

c. What's the revenue from my Memberships Expiring campaign?

d. Which campaign should I pause first?

• Review Atlas's recommendations. Confirm a change in the chat and Atlas applies it directly to the campaign.

Tip: Atlas attributes results across the ServiceTitan Max suite — sold estimates from Field, online bookings from Scheduling , jobs assigned by Dispatch , and calls routed through Contact Center all roll up into the campaign performance you see in Analytics.

Want to learn more?

• See Build your first automated campaign in ServiceTitan Max

• See Configure Marketing Brand Details in ServiceTitan Max

• See Use the campaign calendar        

  • Note Marketing Pro Enterprise Hub is required

• See Use Marketing Pro with Atlas