Overview
Use Marketing Pro to create email campaigns to facilitate marketing communication with your customers. Marketing Pro helps you save time with fine-tuned and effective email campaigns.
Make sure you’re viewing the correct Marketing Pro content
This article is for Marketing Pro. If you are using Marketing Pro v2, see Create Pro campaigns for content specific to your experience.
You can check your version following these steps:
Go to the navigation bar and click Marketing
.If the side menu under Analytics includes One-Time Campaigns and Automated Campaigns, you're using Marketing Pro v2. If these options aren't visible, you're using Marketing Pro.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business types
Applies to all trades
Feature configuration
To get started with Marketing Pro, request a demo on our Pro Products page, 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 for details.
Things to know
If a customer clicks the unsubscribe link in one of your marketing messages, they see a page where they can manage all of their marketing preferences. For more, see Marketing - FAQ.
Email campaigns can only be edited in draft mode or when paused. For more, see Manage Marketing Campaigns and Pause, edit, and resume live email campaigns.
You can view, clone, archive, and unarchive your campaigns. For more, see Manage Marketing Pro functions.
Marketing Pro offers ready-to-launch campaigns tailored to your business. You can launch these campaigns with just a few clicks, saving you valuable time and effort. For more, see Launch campaigns from the Autopilot Library.
For a customer to receive email content, they must:
Have a valid email address that is not on the email suppression list.
Have Marketing Updates selected on theEdit Contact Methods screen.
Not have any of the following options selected on theEdit Customers screen: Do not mail, Do not service, or Do not send promotional marketing emails.
For more, see Configure customer profiles for marketing campaigns.
Use example campaigns
Marketing Pro includes four example campaigns to help you get started. You can use the example campaigns to start marketing to your customers right away, or you can use them to see how best to set up your campaigns.
Go to Marketing > Pro campaigns and search for the example campaign you want to use. In the Pro Campaigns section, you can view and edit the following four example campaigns:
Example - Unsold Estimates Followup - Automation
Example - Membership Renewal - Automation
Example - Aging Equipment - Automation
Example - Idle Accounts - Automation
For more, see Manage Marketing Campaigns.
A set of corresponding example audiences that use example campaigns are also included in Marketing Pro. For more, see Manage Marketing Pro Audiences.
Create an email campaign
You can create campaigns from Marketing Overview, Email, Direct Mail, Dashboard, and Campaigns.
Go to Marketing > Campaigns.
Click Create Campaign.
Select Email as the campaign category then click Next.
Select the campaign type you want to build then click Next.
On the Create Campaign: Email pop-up that opens, enter a unique, brief, and descriptive Campaign Name for your email campaign with a maximum of 60 characters. (Optional) Enter a description of the campaign.
(Optional) Enter a description of the campaign.
To start building the email campaign, click Start Building.
This opens the email draft campaign screen with all four steps:
Step 1 Select Goal & Tracking: Select the marketing goal and tracking number for this email campaign.
Step 2 Select Audience: Set which of your customers will receive marketing content from this email campaign.
Step 3 Build Email Sequence: Add and create the content sent to customers as part of this email campaign.
Step 4 Review Sender Information: Set the sender information for this email campaign.
Step 1: Set Goal and Tracking
Select the marketing goal and tracking number for your campaign:
In the Goal & Tracking section, click Configure.
Review the campaign type and update if needed.
Add a tracking number for this campaign or select Call tracking is not required. To add a tracking number, you can generate a new number, assign an existing number, or enter a manual number.
When finished, click Save.
Generate new number
Click Add Tracking Number > Generate new number.
On the Add New Number screen that opens, select Local Number for a local campaign or Toll-Free Number for a regional or national campaign.
For Local Number only, enter the area code or ZIP Code you want the tracking number to correspond to.
(Optional) If you want your tracking number to include a particular set of digits, enter them in the Contains field.
Click Search Numbers.
On the Search Results screen that opens, select a tracking number and click Choose Number.
On the Set Forwarding Number screen that opens, enter the phone number at which you want to receive incoming calls for this campaign or select to use a default number and then click Add Number.
Note: Adding new tracking number steps can differ depending on the phone integration you use. For more information, see Add or edit tracking numbers.
Assign existing number
To use an existing number for your outbound tracking number:
Click Add Tracking Number > Assign existing number.
On the Select Existing Number screen that opens, select an existing number from the list then click Assign Number.
Enter manual number
Manual phone numbers do not track revenue to the campaign but are available as a merge tag. To enter a manual number:
Click Add Tracking Number > Enter manual number.
On the Enter Manual Number screen that opens, enter a number then click Save.
Step 2: Select an audience
You can add audiences that will receive your emails in two ways:
From your audience list, select one of your audiences to use for this campaign.
Note: You can hover over Reach to see the number of customers in each audience. You can also click View List to view the audience reach details.
To create a new audience, click + New Audience, enter the Audience Name, and click Begin to provide information about your campaign audience. For more, see Create audiences.
Step 3: Build Email sequence
In the Email Sequence section, click Add Content.
Choose if the campaign content should be delivered to recipients in the audience automatically or one-time.
For one-time campaigns, select the launch date for the campaign.
Enter a Subject Line.
(Optional) Drag and drop a Merge Tag to automatically populate information such as the customer’s first name.
(Optional) Click Score Subject Line to evaluate your subject line, then click the Badge icon for improvement suggestions.
Enter the Preview text customers see before opening your email.
Select the Send Time for your marketing content. Depending on the size of your audience, marketing content may be sent later than the time selected.
Click Add Content to select the email template for your campaign.
On the Select Template page that opens, select an email template or create an email template from scratch.
To add a second email campaign click + Add Email.
In the Wait until field, enter the number of days you want to wait before sending the next email for the campaign. You can add a wait time of up to 60 days between emails.
Tip: To sort the email campaign order, hover over the selected email and click Move down
or Move up 
. To remove an email content click Remove 
.When finished, click Save & Continue.
Select an email template
To select an email template for your campaign, after you click Add Content:
On the Select Template screen that opens, go to the Campaign Type filter and select your email campaign type. A list of campaign templates appears. For more, see Manage Marketing Pro email templates.
Hover over a template thumbnail and click Select Template.
To use the template as-is, click Save. To customize the template, proceed with the following steps.
Note: If you edit an email template as you build a campaign, the original email template is not edited. The version that's being used for the campaign is edited, and the original template is preserved.
Go to the side menu and click the Content tab.
Drag and drop the content elements into the template’s body.
Click the other tabs to add elements, such as rows and settings, as needed. For more, see Create email templates.
(Optional) If you want to save your configured template as a template for future use, click Actions at the top and select Save as Template. This saves it to the Email Templates list so you can use it again in future campaigns.
Note: You can also preview and send a test email from the email template.
When finished, click Save.
To preview, edit, or remove the selected template, hover over the selected template.
Create an email template from scratch
To create an email template from scratch for your campaign, after you click Add Content:
On the Select Template screen that opens, click Start from Scratch to add a new email template.
Create your email template. For more, see Create email templates.
Step 4: Review and submit
Review the Sender Name, Sender Email, and Reply To email for the campaign. If all looks good, your campaign is ready to be scheduled. If you need to make changes:
In the Sender Information section, click Edit.
Make changes as needed and click Save.
Note: You can only use custom From and Reply-To addresses on no-reply emails if the domain is approved. If it isn’t, ServiceTitan replaces them with a standard no-reply address, such as
noreply@onservicetitan.comorauto-noreply@onservicetitan.com.
Schedule the campaign
Click Schedule Campaign to open the Schedule Campaign pop-up.
Note: If you’re not ready to schedule the campaign, click Finish Later at the top right corner of the screen to save it and schedule it at a later time.
For Automated campaigns, select when you would like to launch this campaign and click Launch or Schedule based on your choice.
For One-time campaigns, review the information and click Schedule.
Your campaign is scheduled. Click View Campaign to view your new campaign.
FAQ
How can I create a marketing campaign to launch from ServiceTitan?
To create a campaign, go to the navigation bar and click Marketing. Then, click Create Campaign and select the type of campaign you want to create:
Autopilot campaign: Launch prebuilt campaigns tailored to your business. For more, see Launch prebuilt email and SMS campaigns.
Start from scratch: Send targeted emails, direct mail, or SMS text messages to your customers. You can create one-time or ongoing campaigns that automatically send as new contacts qualify for the audience. For more, see:
Note: If you have existing campaigns, add them in Settings > Operations > Campaigns instead of Marketing Pro.
How can I send marketing mail, emails, or SMS text messages?
To send marketing content, you need to create marketing campaigns. Marketing campaigns allow you to send targeted content to your customers by direct mail, email, or SMS text message.
Do automated campaigns send the same content to the same customers over and over again?
No. While automated campaigns stay in a Live status indefinitely, they do not send the same marketing content to the same customers repeatedly. Instead, the campaign sends the marketing content to the initial set of customers in the audience. Then, as new customers qualify for the audience, the campaign sends them the marketing content too.
Is there a way to retrieve marketing email content, from the campaigns I created in Marketing Pro after canceling the service?
After canceling Marketing Pro, access to campaign details is lost. The campaign names may still be visible, but the content is no longer accessible. You can check the campaigns in Next however, ServiceTitan remember that Next and Go environments are synced once a week on Fridays.
Is it possible to create a campaign and deploy it to multiple tenants using Enterprise Hub?
Yes, you can create campaigns and deploy them to multiple tenants using Enterprise Hub. For more, see Use Marketing Pro Enterprise in Enterprise Hub.
Can I create a recurring service event reminder campaign without Marketing Pro?
Yes, but account configuration is required to use this feature. Please contact Technical Support for details. For more, see Create Recurring Service Campaigns using SMS.
How can I schedule an email campaign to be sent on a specific date?
You can create a one-time email campaign and select the date you want to launch the campaign. If you include more than one email in the campaign, you can specify how many days after the first email you want to send the second, and so on. For more, see Create email campaigns.
What types of files can I include in my marketing emails?
You can upload images and videos directly into the email body itself, but traditional file attachments, like PDFs or documents, cannot be sent as attachments.
Note: Most email platforms don’t allow videos to play in the email and instead open the video in a new tab.
Can I schedule automated emails?
Yes, we support automated campaigns that can automatically go out to your customers once they qualify for the campaign audience.
While you can schedule the date the automated campaign launches and first starts sending emails, you can't schedule when future customers that enter the campaign audience at a later date will start receiving the emails.
Adding a dynamic date filter to your audience will help determine when future customers can qualify for a live automated campaign. For more on managing your campaigns, see Create audiences and Manage Marketing Audiences.
Can customers email me back?
Yes, customers can reply to marketing emails. Their reply will be directed to the email address you entered in the Reply To field of the campaign’s Sender Information.
Can I send marketing content to multiple email addresses that belong to the same customer?
No, email campaigns can only be sent to one email address per customer record, so make sure to toggle on the Marketing Updates next to the email address you want to prioritize in receiving your marketing content.
What happens if you set a campaign to keep sending until "X" happens, but also set the days for subsequent emails in a sequence?
The campaign will stop sending when the stop condition is met by the customer, even if there are additional remaining emails within the drip series of the campaign.
Can customers renew or purchase a membership through Marketing Pro email campaigns?
Currently, there’s no direct integration between Memberships and Marketing Pro campaigns that allows customers to automatically purchase or renew a membership in ServiceTitan. While Marketing Pro can send membership reminder campaigns, customers can’t complete the purchase or renewal directly from the campaign.
However, you can include a link in your email template that directs customers to your company’s Customer Portal or to their online opportunity—if you’ve created a membership renewal estimate for them on a job. For more, see Add special links and merge tags to your marketing content.
Can ServiceTitan send mass emails to customers?
Yes, with ServiceTitan’s Marketing Pro feature, you can send mass emails to customers by creating an email marketing campaign in ServiceTitan. Simply choose or create an audience that includes all the customers you want to reach when building the campaign. After your campaign is set up and launched, those customers will receive your email content.
However, we recommend sending targeted emails when possible, as they tend to deliver better engagement and results.
How can I mass email customers?
You can send mass emails to customers by creating an email marketing campaign in ServiceTitan. Simply choose or create an audience that includes all the customers you want to reach when building the campaign. After your campaign is set up and launched, those customers will receive your email content.
However, we recommend sending targeted emails when possible, as they tend to deliver better engagement and results.
Why are my email campaigns taking a long time to send?
Sending large email campaigns takes time because ServiceTitan limits sending to a few hundred emails per hour. If your audience is large, the campaign will be processed over several hours to ensure high deliverability and manage resources effectively.
Why can’t I add more emails to sequence?
You must set up the first email in the sequence before you can add more emails to the sequence. After you add the first one, the Add Email option becomes available to add a second one.
Why didn’t a customer receive my marketing email?
A customer must have Marketing Updates selected in their customer record contact methods to receive marketing emails. Keep in mind that when a customer’s contact information is updated, it can take up to 24 hours for the status to fully update.
Is there a way to build an email drip campaign where the second email sent depends on if a customer opened the email or not?
You cannot set up this logic directly within a single email campaign sequence. However, you can create two separate follow-up campaigns to achieve the same result.
To create follow-up campaigns based on the email open status:
Send your first email using a single campaign.
Create two separate follow-up campaigns.
For each follow-up campaign, use Marketing Behavior filters to segment your audience:
To reach customers who opened the first email, use the Was Opened filter.
To reach customers who did not open the first email, use the Was Not Opened filter.
Send customized messages to each group.
This process lets you customize your follow-up communication based on specific customer engagement.
Can I create triggered drip campaigns?
Yes. You can add up to four pieces in your sequence when running a Direct Mail campaign.
Why did my customer receive an unexpected confirmation text after replying "yes”?
When a customer replies yes to any text message to opt-in, they may receive an automatic confirmation message directly from the carrier or The Campaign Registry (TCR). This is a standard compliance message that cannot be disabled or customized by ServiceTitan.
Can I include an SMS opt-in form in an email campaign?
You can include an SMS opt-in form in an email campaign, but the recommended and most effective approach is to use the dedicated opt-in link feature instead of trying to embed a form.
Using the opt-in link is the better option because it works reliably across different email providers. You can implement this link in your email in two ways:
Add the opt-in link directly to your email template.
Use the Opt-in Link merge tag.
While you could place the form on a separate website and link to it from the email, using the opt-in link feature is faster and more secure for customers.
Why is the Direct Revenue for my email campaign $0?
Direct Revenue pulls from the job campaign, not the call campaign. You can verify if jobs are being assigned to the email campaign and then check those jobs’ invoice subtotals.
Run a report from the Calls dataset.
Include the Number Dialed, Job Number, Job Campaign, Call Campaign, and Invoice Subtotal KPIs.
If you filter the Number Dialed column to see calls made to the campaign’s assigned tracking number, you can also see if any jobs are associated with those calls. Then, check if the Job Campaign column matches the call campaign. If the job campaign equals the call campaign, check that the Invoice Subtotal for those jobs is greater than $0. If the Invoice Subtotal for those jobs is not greater than $0, no revenue will show for that campaign.
How can I create or edit a marketing campaign in ServiceTitan?
To create a campaign:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Click Create Campaign and select the type of campaign you want to create:
Pro Campaign: Send targeted emails, direct mail, or SMS text messages to your customers. You can create one-time or ongoing campaigns that automatically send as new contacts qualify for the audience. For more, see:
Tracking Campaign: Create tracking campaigns to track and monitor campaigns created outside ServiceTitan. For more, see Create tracking campaigns.
Autopilot Campaign: Launch prebuilt campaigns tailored to your business.
You can edit your campaigns in the Campaign Manager in Marketing Pro:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Find the campaign you want to edit in the list and click More > Edit.
Make and save your changes.
For more, see Manage Marketing Pro campaigns.
Why wasn’t my scheduled SMS or email campaign sent?
Scheduled campaigns may not send due to several reasons, including:
The campaign was placed back in Draft status, paused, or archived.
The audience size was zero at the time of sending.
For SMS campaigns, customers may not have opted in.
Can I send a mass email to all customers?
Yes, you can send a mass email to all customers by creating an audience that includes all customer records. However, best practices suggest using more specific segmentation for better results and to avoid being flagged as spam.
For more, see Create Pro campaigns.
How can I set up one-time vs. automated campaigns?
One-Time (Scheduled) Campaign:
When adding content to the campaign, select a Launch Date to set a date for a trigger start. The Set Date option is selected by default.
Note: You can launch the campaign immediately, later the same day, or at a later date and time.
Automated (Recurring/Drip) Campaign:
When adding content to the campaign:
Click Condition to set the trigger start for the automated campaign.
Note: The Added to Audience condition is selected by default and cannot be changed. Customers are automatically enrolled in the campaign when added to the selected segment.Select a Retention Audience to apply this condition to its customers.
Tip: Click Manage Retention Audience to create or update retention segments as needed.Choose the roles to receive campaign content. Options include:
Account Primary Contact: The main point of contact for the entire account.
Location Primary Contact: The main point of contact for a specific location.
Other roles: Includes contacts responsible for specific tasks or communications within the account.
Select a trigger to stop sending this sequence in the Send Sequence Until dropdown. Options include:
No Trigger: The campaign will continue until a customer no longer qualifies for the segment or unsubscribes.
Specific Date: The campaign will continue until the stop date.
When finished, click Save.
Want to learn more?
Download the ServiceTitan Marketing Pro Playbook to get the most out of Marketing Pro
See Create audiences