Marketing - FAQ

Basics

What is Marketing Pro?

Marketing Pro helps you simplify your marketing efforts and boost your company's brand awareness. With this powerful tool, you can create marketing campaigns and send targeted content to customers through direct mail, email, or SMS text messages. You can also monitor campaigns to track customer engagement.

Marketing Pro can help you increase revenue, membership renewals, and more. For a more comprehensive marketing solution, add Marketing Pro Ads and Marketing Pro Reputation to your package.

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 (PAM).

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:

• Create email campaigns

• Create Direct Mail campaigns

• Create Missed Calls Campaigns using SMS

• Create Recurring Service Campaigns using SMS

• Create an Unsold Estimates Campaign using SMS

• Create Marketing Campaigns using SMS

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.

How can I schedule and manage my Marketing Pro campaigns?

Automated campaigns stay live indefinitely and send marketing content to future eligible customers until you manually stop them from running, whereas one-time campaigns are only sent once on a selected date. For both campaign types, you can choose when you want the campaign to launch in the campaign builder.

After you launch a campaign, you can manage it on the Pro Campaigns page in Marketing Pro. This page shows a list of all your active automated and one-time campaigns. You can also choose to view your archived campaigns. For more, see Manage Marketing campaigns.

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.

How can I merge or combine marketing campaigns in Marketing Pro?

You cannot merge or combine marketing campaigns in Marketing Pro. Instead, you can clone an existing marketing campaign and then make changes as needed. For more, see Manage Marketing Pro functions.

How can I archive a marketing campaign?

You can archive campaigns from the Pro Campaigns page in Marketing Pro. To archive an active campaign, go to Marketing > Pro Campaigns. Then click More and select Archive. For more, see Manage Marketing Pro functions.

Can I pause a marketing campaign?

Yes, you can pause and resume automated email campaigns. However, you cannot change a paused email campaign’s type, delivery or stop logic, or email sequence. Also, if another campaign is using the same audience, you cannot edit the paused campaign’s audience. For more, see Pause, edit, and resume live email campaigns.

Direct Mail and SMS campaigns cannot be paused.

Why do campaign names have to be short?

Campaign names need to be no more than 60 characters because longer names were causing display issues in the Marketing Pro Dashboard and Campaigns screen.

If I have an active campaign with a name longer than 60 characters, do I need to rename it?

No. However, if you want to clone a campaign with a name longer than 60 characters, you’ll have to shorten the name.

How can I set up a phone number for a marketing campaign?

It’s important that you assign a unique ServiceTitan phone number for every campaign that you run. This ensures that the revenue is correctly attributed to each campaign you create. You can use unassigned tracking numbers created in Phone Numbers in Settings, add a new phone number in Phone Numbers in Settings, or add a new number while building a campaign. For more, see Assign tracking phone numbers to Marketing Pro campaigns.

How can I manage campaign tracking phone numbers in ServiceTitan for pre-existing marketing campaigns that used only one tracking phone number?

ServiceTitan recommends using a unique phone tracking number for each campaign. This allows you to accurately track individual campaign performance to help you optimize your marketing.

For your marketing campaigns created before the ServiceTitan integration that used only one tracking phone number, we recommend creating one campaign that's more generic such as "branding phone number". This allows you to track all incoming calls to that specific number if you want to keep those campaign metrics. For any pre-existing campaigns, make sure to add them in Settings > Operations > Campaigns instead of the Marketing Pro module.

How can I import a list of customers’ emails (with the customers’ consent) into ServiceTitan to use as an audience?

To be CAN-SPAM compliant, obtain consent from the customer before importing their email for marketing campaigns.

If the emails already exist on active customer profiles in your ServiceTitan account, you can provide us with a list of those customers. Our Data team may then be able to apply your desired custom tag to those customer profiles, and you can then add that custom tag to a new audience.

If these are brand new emails that don't exist in your ServiceTitan account, we would need to first import each email into a new customer profile with your desired tag.

Marketing Pro can only send emails to email addresses on an active customer profile. If you need further assistance with this request, please contact your Customer Success Manager (CSM) or Technical Support.

What are the best practices for breaking up large email lists in Marketing Pro?

When building an audience, your main goal is to get as many customers to open your marketing emails as possible. The more narrowly targeted your audiences are, the more likely that your customers will open your emails, see your content, and book jobs with you. 

You can use the inclusion and exclusion criteria to narrow down your audiences. For example, you can set the inclusion criteria to only include customers with open estimates over a certain dollar value, customers with a specific type of aging equipment, or customers who live in a particular ZIP code. You can also set the exclusion criteria to exclude any customers that you emailed marketing content in the last week to make sure you aren’t sending customers too many marketing messages.

As you build audiences, ServiceTitan automatically evaluates their targeting and shows you a targeting score. There are three levels of audience targeting: Strong, Moderate, and Broad targeting. For more, see Create audiences.

How can I set up user roles and permissions for marketing features?

You can grant office employees access to the ServiceTitan Marketing Pro module and its features. To grant access, make sure the Can access ServiceTitan Marketing Pro module permission box is selected for the employee that should have access. For more, see Set permissions for an individual employee or technician.

Can agencies sign in to use Marketing Pro?

Yes. You’ll need to create a new office employee user account for the agency. When creating their account, make sure the Can access ServiceTitan Marketing Pro module permission box is selected.

Does ServiceTitan Marketing Pro integrate with my current marketing software?

No. Different types of marketing software store and use customer information in different ways. For Marketing Pro to work optimally, it's important that all customer information comes from ServiceTitan directly and not any other source.

How can I manage customer opt-ins for marketing messages?

You can manage your customers' notification preferences for marketing updates through their contact methods. If Double Opt-In is enabled in your Marketing Pro settings, customers must also have the Opted In tag on their customer profile to receive marketing emails. If Opt-Out Message is enabled in your Marketing Pro settings and Auto-suppress dormant emails is selected, customers can’t receive marketing emails if their customer profile has the Email Dormant tag.

For marketing text messages, you need explicit opt-in from the customer’s mobile number. Opt-in requests can be sent directly from ServiceTitan, or customers can opt-in through your emails or website. To view a list of all customer numbers that have opted into your SMS marketing campaigns, go to Settings > Marketing Pro > Phone Numbers, and filter for the Opted In status. For more information, see Generate opt-in requests for marketing text messages.

How do I resubscribe customers to my marketing content?

If a customer accidentally unsubscribes from your email campaigns, or if they decide they want to resubscribe to your email campaigns after all, you can manually resubscribe them in their customer record by deselecting Do not send promotional emails. For more, see Manage the suppression list.

You cannot resubscribe customers to your SMS marketing campaigns. The customer must reply with an opt-in trigger word from their opted-out number to resubscribe to your SMS marketing. Opt-in trigger words include unstop, start, restart, subscribe, and enroll.

Note: Reselecting Do not send promotional emails opts customers back into all marketing email campaigns.

Can my logo be larger than 400x400 pixels?

Yes. The minimum logo size requirement is 180x180 pixels.

Does my logo have to be a square?

No. As long as your logo meets the minimum size requirement of 180x180 pixels, it can be any size horizontally or vertically.

How can I manage my Marketing Pro subscriptions and billing?

To manage your Marketing Pro subscriptions and billing, reach out to your CSM.

How can I send a mass text message to customers?

We recommend targeting your SMS content rather than sending mass text messages. Targeted messaging increases the likelihood of customer engagement and enhances the effectiveness of your campaigns. Your company is also less likely to be flagged as spam by recipients.

If you need to send a mass text message, you must have Marketing Pro. Otherwise, you’ll only have access to create recurring service event reminder SMS campaigns. 

To send the mass text message, select the SMS Text Message - Marketing Campaign option when building a campaign. To use this option, first ensure your marketing registration is approved and then obtain explicit opt-ins from customers to receive marketing text messages. For more, see Create Marketing Campaigns using SMS.

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 change the format of the time-based merge tags like {no_jobs_since} to display the date in the year-month-day format instead of day-month-year?

No, it's not possible to change the format of the date.

Do I need to include customer names when uploading emails to the Suppression list?

No, only email addresses are required. However, email addresses will only upload if they exist on an active customer profile.

How can I submit marketing registration for multiple tenants in Marketing Pro v2?

Currently, you can only register one brand per tenant in Marketing Pro v2.

Does ServiceTitan offer credit for damaged mail postcards?

ServiceTitan does not issue credit for damaged postcards. While our printing partner uses UV-coated cards to help prevent damage, external factors and the USPS mailing process can still cause imperfections. Returned postcards may appear more worn because they have been through the postal system twice.

Is there a way in Marketing Pro to track all Yelp traffic, including chat, calls, and SMS?

No, Marketing Pro cannot currently track all Yelp traffic. We can track calls made to the Yelp listing phone number as long as that tracking number is assigned to a Yelp campaign in ServiceTitan.

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.

Is Marketing Pro required to integrate with CallRail?

No, Marketing Pro is not required to use CallRail. However, Marketing Pro can help you track those calls. Without Marketing Pro, you can only forward CallRail numbers to ServiceTitan numbers for basic call tracking.

Is it possible to edit an Autopilot campaign?

Yes, you can edit Autopilot campaigns before launching them. You can also edit any Autopilot campaigns scheduled to launch on a future date. To do this:

1. Go to Marketing > Campaigns > Campaign Manager or Pro Campaigns, depending on your version of Marketing Pro.

2. Select the scheduled campaign in the list.

3. Click Revert to Draft.

4. Make your changes and relaunch the campaign.

Can I link multiple Google Ads accounts for different businesses to the same ServiceTitan account?

Yes, you can link multiple Google Ads accounts to a single ServiceTitan account. To easily distinguish between them, we recommend using a clear naming convention. 

For example, if you have Business A and Business B, you can start each of Business A’s campaigns with an A and each of Business B’s campaigns with a B. You can then sort your campaigns alphabetically in ServiceTitan to track each business’s performance.

Should I disable regular tracking conversions in Google Ads after integrating with Marketing Pro Ads?

You can choose to keep or disable your non-ServiceTitan conversions in Google Ads. ServiceTitan does not edit or affect your existing Google Ads conversions.

Can Dynamic Number Insertion (DNI) use local numbers in addition to toll-free numbers?

Yes, when setting up DNI, you can choose between local numbers or toll-free numbers. For more, see Dynamic Call Tracking using DNI Integration.

Can a customer monitor two separate Google Ads accounts in their dashboard, or can they only connect one?

Yes, customers can connect and monitor multiple Google Ads accounts in MarketingPro. They can manage up to four Google Ads accounts within one MarketingPro instance.

Why is Marketing Pro slow or lagging?

If you experience slow performance in Marketing Pro, follow these steps to troubleshoot common issues:

• Clear your browser cache and cookies.

• Try a different browser, such as Chrome or Firefox, to rule out browser-specific problems.

• Check your internet connection to ensure you have a stable and strong signal.

Why is my new tracking campaign not available for phone number assignment?

When you create a new tracking campaign, it may take up to one hour for the campaign name to fully process and appear in the dropdown menus for phone number assignment. Wait an hour, and then check the assignment options again.

What should I do if my marketing emails are bouncing or being blocked?

If you suspect your emails are bouncing or being blocked, ask the customer to add noreply@servicetitan.com to their email Allow list or Safe list to ensure they receive all future messages.

Can I link a campaign to a business unit for job booking?

Yes, you can set a default business unit (BU) for a campaign in Settings > Operations > Campaigns. This speeds up job booking because the BU automatically populates when the campaign is selected. You can only assign one BU per campaign.

To set up the default BU:

1. Go to Settings.

2. In the side panel, go to Operations > Campaigns.

3. Assign the default BU to the campaign.

After you assign the BU, select the campaign first on the booking screen. The assigned BU automatically populates, and both the campaign and BU appear in job details.

Note: You must select the campaign before the BU, otherwise this flow doesn't work. We also recommend checking the BU assignments for your job types to avoid any conflicts.

What happens when a merge tag is used but the customer data is missing?

If a merge is included in an email or text message but the corresponding customer data is missing, the message will still be sent. The merge tag will show as a blank space in the message the customer receives.

For example, your message may say, "Hi [Customer First Name], thank you for being a loyal customer!". If the customer's first name is not available, the customer receives the message as "Hi , thank you for being a loyal customer!".

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.

In Marketing settings, there’s a Select Your Trades section that includes Electrical, Garage Door, HVAC, and Plumbing. Is there an option to include roofing content?

There isn’t a roofing option in the Select Your Trades section. However, roofing email templates are available. To have access to all available templates, including roofing:

1. Go to the navigation bar and click Marketing.

2. In the side panel, go to Marketing Pro > Marketing.

3. In the Select Your Trades section, select all available trades.
   
    

4. When finished, click Save Changes.

Now, you can access the available roofing templates.

Why is the campaign cost not populating?

The campaign cost needs to be manually added for each campaign. To add a cost:

1. Go to the navigation bar and click Settings .

2. In the side panel, go to Operations > Campaigns.

3. Click Edit Cost.

4. Enter the campaign cost.

5. When finished, click Save.

How do I ensure campaigns target the correct customer contact?

Marketing Pro campaigns use only one email address per customer for follow-up communication. The system automatically sends to the first non-suppressed email address listed on the customer's profile.

Audiences

Can I export my audience list?

Yes, you can export your audience list as long as you have Marketing Pro. If you don’t have Marketing Pro, you can preview audiences and build them to see what options are available, but you cannot export them.

Can I import audiences from HubSpot to Marketing Pro?

No, you cannot import audiences from HubSpot to Marketing Pro.

Why don’t all homes with garages show up when using the Garage filter?

The Garage filter uses third-party data that may not include all properties. Also, some counties don't report the necessary data, which can lead to discrepancies.

Why is a specific job tag not available as a filter?

Job tags appear as filter options only if they are actively used on at least one job. If a tag is not currently assigned to any job, it will not appear as an option in the Tags filter in the Audience Builder.

How do I create an audience that automatically includes new customers?

To ensure your audience always includes the latest customers, use the Created on Date filter with a dynamic date range, such as Last 30 Days. This setup automatically adds newly created customer records to your audience as they meet the date criteria.

How does the Audience Builder handle multiple filters?

The Audience Builder uses different logic based on where you apply the filters:

• Within a single Include or Exclude group: The filters use AND logic. A customer must meet all criteria within that specific group.

• Between multiple Include or Exclude groups: The filters use OR logic. A customer only needs to meet the criteria of any one of the separate groups to be included in the final audience.

Why is my campaign audience tag not showing?

When defining your campaign audience using a tag, it may not appear in the selection list for these reasons:

• Not Assigned to a Customer: A tag must be on at least one customer profile before it appears in the selection list. Tags without an assigned customer profile won't show up as an option.

• Active Status: The tag must be active in Settings > Operations > Tag Types.

• Sync Issue: If you've checked the two points above, clear your browser cache and cookies or sign out and back in. This often resolves synchronization issues.

How can I re-enable audiences after mass opt-outs?

To re-enable audiences after mass opt-outs, you need to check your email suppression settings. If customers have the Email Dormant tag (applied automatically when they don't open emails within a set timeframe), you can manually remove this tag from their profiles after getting their consent.

Why is the yearly tag not available for SMS audiences?

Customer tags may not be available for SMS audiences in transactional campaigns because SMS Text Message - Transactional campaigns are limited to specific filter sets.

• For Recurring Services campaign audiences, you can only use the Recurring Services and Location filter sets, with each inclusion group requiring at least one applied recurring services filter. 

• For Unsold Estimates campaign audiences, you're limited to the Estimates, Customer, and Location filter sets, with each inclusion group requiring at least one applied estimates filter.

Email templates

Can I add animated logos or images in emails?

Yes, you can add GIFs to email templates. To do this, add an image content block to your email template, and then enter the URL for the GIF.

Why isn’t my HTML code saving in email templates?

When creating email templates, you should use the built-in drag-and-drop content elements instead of trying to paste custom HTML code directly. To add HTML, you need to use an HTML content block when creating your template, then enter your code in the content properties section.

Why is the customer’s name missing in test emails?

Test emails do not pull data from a live customer record. The personalization placeholders, such as customer name, will appear as placeholder text in test emails. This is an expected behavior and does not indicate an issue. When you send the email to a real customer, their name will automatically populate.

Why is email personalization not working in test emails?

Personalization placeholders, such as customer name, appear as placeholder text in test emails. This is an expected behavior and does not indicate an issue. When you send an email to a real customer, the merge tags will automatically populate.

Where do saved email templates go if I don’t name them?

You cannot save an email template without a name. ServiceTitan requires you to name a new or cloned template before you can save it.

Why can’t I see email templates in my account?

The email templates feature is part of Marketing Pro. If you don’t see this option, your account may not have Marketing Pro. If you need assistance, contact your customer success manager (CSM) or pro account manager (PAM).

Why are fonts and buttons not rendering consistently?

The appearance of emails can vary across different devices and email providers. This is because certain email applications on phones or tablets may not support specific fonts, colors, and text sizes.

Why isn’t my schedule link merge tag directing to SchedulePro?

The Schedule Appointment merge tag works only with the legacy scheduler. It does not support Scheduling Pro or Schedule Engine. To use Scheduling Pro, remove the Schedule Appointment merge tag from the text message and paste your actual scheduler link URL into the message instead.

Email campaigns

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.

Why are my Marketing Pro emails going to spam?

Enabling the Double Opt-In or Opt-Out in your Marketing Pro settings can help improve deliverability from your email domain and reduce spam rates. Be aware that these settings can automatically suppress customers from receiving campaign emails even if they meet all the audience inclusion criteria.

Marketing emails can still end up in the spam folder for several reasons. Here are some common causes:

• Spam filters: Spam filters adapt to customers’ preferences, so if multiple customers mark an email as spam, it’s more likely to end up in the spam folder.

• Email content: Emails with poor design, irrelevant content, or too many images and links relative to text can trigger spam filters.

• Send information: Inaccurate sender information, such as an incorrect From address, can also lead to spam.

• Email list: Sending emails to inactive addresses, not cleaning up your email list regularly, or sending too many emails to the same people can contribute to spam.

• Other factors: Other reasons emails might end up in spam include using spam trigger words or sending suspicious attachments.

The more targeted your audience is and the more relevant and interesting your email content is, the less likely your campaign will end up in the spam folder.

How do I resolve bounced emails in Marketing Pro?

A bounced email is an email rejected by a mail server and not delivered to its intended recipient. There are two types of bounced emails: hard bounces and soft bounces.

Hard bounces occur when email addresses are rejected outright. Possible reasons for a hard bounce include invalid email addresses, closed email accounts, or misspelled domain names or recipient addresses.

Hard-bounced email addresses are added to the suppression list in Marketing Pro. You can use this list to understand why some users aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure they will receive your emails in the future. For more, see Manage the Suppression List.

Soft bounces occur when email addresses are rejected due to temporary issues, such as the recipient’s email inbox being full.

Should I email people who I have not done business with and who have not opted in to emails?

No. First, it violates CAN-SPAM and CASL regulations and you could be fined. Second, it's bad for your deliverability. Cold emailing people from a purchased list will increase your spam rates and deliverability. So your targeted emails to your customers will more likely go to spam which hurts your overall business. There are better ways to go about acquiring new customers, like direct mail, that do not put your legitimate email program or your business at risk.

All that being said, eventually, we would like to have email collection widgets that collect email contacts on customers' websites. This would be a legitimate way to have leads that do not have an address but HAVE opted into email. Other legitimate ways would be collecting emails at a conference. We will eventually have a way for them to do this as well but we need to think about a way for them to verify that the list is legitimate and we will need the leads 2.0 system to have these types of records.

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 upload HTML code to Marketing Pro?

Yes, you can use HTML to customize email templates in Marketing Pro. To use HTML, add an HTML content block when creating your template. You can then enter your code in the content properties. For more on email templates, see Create email templates.

Note: Due to differences in HTML editors, some components may not display as expected. Also, some email platforms may not be 100% compatible with HTML and may not render your email template as expected.

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.

How does ServiceTitan Marketing handle customers who unsubscribe?

Email recipients can unsubscribe from any email campaign. All unsubscribed emails are tracked by ServiceTitan in Settings > Marketing Pro > Suppression List to ensure everything complies with CAN-SPAM laws and guidelines. For more on commercial email rules, see CAN-SPAM Act: A Compliance Guide for Business.

How can I make sure the unsubscribe links in my Marketing Pro emails are working?

Unsubscribe links are only generated for real campaign emails and do not appear in test emails. If you don’t add a custom unsubscribe link to your email template with the {{unsubscribe_url}} merge tag, then ServiceTitan automatically adds an unsubscribe link to the bottom of your email once it launches. To test an unsubscribe link:

1. Clone the marketing campaign you want to test.

2. Attach an audience that includes only your email address.

3. Launch the cloned campaign to send the email to yourself.

4. Test the unsubscribe link in the email you receive.
   Note: Resubscribe your email address afterward so you can test future campaigns.

If you encounter any issues with the unsubscribe link during testing, contact Technical Support for assistance.

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 track emails I sent to customers?

Yes, you can see who received, opened, clicked, and unsubscribed from any email campaign from the Marketing Pro Dashboard.

In custom reporting, the Campaign Summary report template can be customized to include the Total Emails Sent, Total Emails Delivered, Total Opens, and Total Clicks KPIs. You can also view a list of all the marketing messages you have sent to customers from the Marketing Activity section of their customer records.

If a customer has more than one email address in their customer record, can I choose which email address receives my marketing content?

While Marketing Pro email campaigns can only be sent to one email address per customer record, you can choose which email should get your email campaigns by deselecting Marketing updates for all email addresses on that customer record except for the one that should receive email campaigns.

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.

If a customer is on the do not mail list, will they receive a marketing email?

No, we automatically filter out all customers marked as do not mail, do not service, and customers who have unsubscribed. Marketing emails are only sent to active customers.

What happens when a customer clicks the unsubscribe link in one of my marketing emails?

Not all customers want to receive all kinds of marketing content. When a customer clicks the unsubscribe link from one of your marketing emails, they can choose which types of marketing content they want to receive—and which they don't.

After clicking the unsubscribe link, customers see a list of marketing content options. Each subscription option corresponds to a type of marketing content.

Note: You cannot see the campaign-type unsubscribe data in ServiceTitan. If you need this data, please contact Technical Support.

See the table below to learn which options correspond to which campaign types.

What happens if a customer labels one of my marketing emails spam?

If a customer labels one of your marketing emails as spam, their email address is added to the marketing suppression list, and they will stop receiving your marketing content, regardless of any audience lists they appear on.

If a customer email is added to the suppression list, can I remove it?

Yes, depending on how the customer’s email address was added to the suppression list. If a marketing email bounced or was formatted incorrectly, correcting the customer’s email address in their profile will remove them from the suppression list. To learn how to update customer email addresses, see Customer and location records.

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.

How can I send an email template I created in Marketing Pro to one-off customer who booked a job only once?

1. Go to the top toolbar and click Settings > Operations > Tag Types.

2. Click Add and create a unique tag for the one-off customer.
    

3. Go to the top toolbar and click Search .

4. From the dropdown field, select Customer.

5. Use the filters to refine your search. For more information, see Use search in ServiceTitan.

6. Find the one-off customer and click the customer Name.

7. Click the Edit at the top of the customer profile. The Edit Customer form opens.

8. Assign the unique tag you created in the Tags field and click Save.

9. Go to Marketing > Audiences.

10. Build an audience that filters specifically for that tag using the Customer Tag filter option.

11. Attach the audience to a campaign with your desired email template and schedule 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.

What should I do if my email campaign isn't showing as sent?

After your campaign’s scheduled launch date/time passes, allow a few minutes for the status to update. If the status still hasn't changed after that time, try refreshing the page. This often resolves display issues and shows the updated status.

What are the acceptable file formats and size limitations to include animations into an email template?

Animated GIFs can be included in email templates, but they must be in GIF format and 1 MB or smaller.

Why do the fonts and colors in my email campaign look different on phones?

Emails can look different depending on the device and email provider you use. Some fonts aren’t supported on phone or tablet email apps. Colors and text sizes can also change. To help with this:

1. Using an external image editing app, make an image of your text with the font you want.

2. In ServiceTitan, add a mobile section in the email editor.

3. Make sure to hide the section for desktops in the mobile section properties, and hide the section for mobile within the desktop section properties.
   
    

4. Put the image in the mobile section.

5. Send a test email to different phones to check how it looks.

Why does the tracking number look wrong in my test email?

It's normal to see incorrect data in test emails. This is because ServiceTitan uses fake information for testing. Your actual campaign emails will have the correct tracking numbers.

How can I warm up my subdomain for email marketing?

To improve your subdomain’s email deliverability and avoid spam filters, follow the best practices outlined in these articles:

• Master email marketing: Automation, deliverability, and engagement for home services success

• Unlock smarter email marketing with automation

• Repair your email sender reputation using smart targeting and audience engagement

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 did my test email go to my spam folder?

Test emails are sent from a different domain than live campaign emails, which can sometimes cause them to land in a spam folder. You don't need to worry about this for the live campaign.

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:

1. Send your first email using a single campaign.

2. Create two separate follow-up campaigns.

3. For each follow-up campaign, use Marketing Behavior filters to segment your audience:
   

   1. To reach customers who opened the first email, use the Was Opened filter.

   2. To reach customers who did not open the first email, use the Was Not Opened filter.

4. Send customized messages to each group.

This process lets you customize your follow-up communication based on specific customer engagement.

Can I choose which email address marketing emails are sent from?

Marketing emails are sent using the Sender information set in your Marketing Pro email settings. You can only configure one Sender Email for your ServiceTitan account.

To update the Sender information:

1. Go to the top toolbar and click Settings .

2. In the side panel, go to Marketing Pro > Marketing.

3. In the Sender section, review the Sender Name, Sender Domain, and Sender Email.

4. Make any needed changes.

5. When finished, click Save Changes.

For more, see Manage Marketing Pro settings.

Direct Mail campaigns

Can I send mail to a lead list?

We target prospect marketing by using the Audiences’ Acquisition feature while creating Direct Mail campaigns. This feature is automatically turned on for all Direct Mail users. If you do not have access to the Acquire New Customers feature but have access to Direct Mail, contact your CSM to get it enabled.

Do you sell mailing lists?

No, we do not sell mailing lists.

Can I get Marketing Pro - Direct Mail but not get Marketing Pro - Reputation?

ServiceTitan Marketing Pro is available in a variety of different packages. For more information, reach out to your CSM.

Do you offer price breaks for sending large quantities of mail?

Direct Mail pieces cost one flat rate per piece regardless of the campaign size. It doesn’t matter if the campaign is 1 postcard or 10,000 postcards. The per-piece cost is always the same.

What types of Direct Mail formats do you offer?

We offer both 4x6-inch and 6x9-inch postcard formats.

Does Direct Mail really work?

Yes, Direct Mail can be very effective, if done correctly. According to industry research:

• 56% of postcards are read by Direct Mail recipients

• Higher response rates—as high as 9% for house lists vs. 1% for digital channels

• 62% of consumers who responded to Direct Mail in the past three months made a purchase

Can I track attributed revenue with direct mail?

Yes, you can track attributed revenue for retention-type Direct Mail campaigns. You can set your attribution window per marketing channel in the Revenue Attribution section in Settings > Marketing Pro > Marketing.

Note: The attribution window for Direct Mail measures from the shipped date.

Can I personalize my Direct Mail postcards using merge tags?

Currently, no. You can’t personalize your postcards using merge tags. We will be adding this feature in a future release.

Can I schedule my mail to be delivered at a later date?

Yes, you can schedule your postcards to be printed on a specific date. The Print Date is when the order is sent to our printing partner. It takes our printing partner several days, not including holidays and weekends, to produce the postcards for your order. After they finish processing the order, they hand the postcards to the United States Postal Service (USPS) for delivery. On average, USPS delivery takes 5-7 business days.

Can I create triggered drip campaigns?

Yes. You can add up to four pieces in your sequence when running a Direct Mail campaign.

Can I send a sample postcard or test to myself?

Yes. You can send a test Direct Mail to yourself if you have a customer profile in ServiceTitan:

1. Create a Customer Record in your ServiceTitan account that includes your desired shipping address.

2. Add a unique tag to your Customer Record, and then create a Marketing Pro audience using that same unique tag. Make sure no other customer records have that tag applied except for yours.

3. Create a new Direct Mail campaign by going to Marketing Pro > Campaigns > Create Campaign > Create a blank campaign.

4. Select the campaign category Direct Mail and then click Next.

5. Enter information in Step 1: Overview.

6. In Step 2: Select an audience, select the audience that only your Customer Record is in.

7. Continue creating the Direct Mail campaign.

8. Schedule the campaign.

Can I upload my own created postcard? Or can I edit Direct Mail templates?

Yes, you can now upload and use your own creations for 4x6-inch and 6x9-inch postcards for the Direct Mail campaigns in Marketing Pro. If you want to edit one of the pre-designed templates from the postcard gallery our Content Team created, you can access them by clicking the browse our template gallery link on the Edit Postcard step of the Direct Mail campaign builder. You can also add up to two images for the 6x9 size.

Can I cancel a mailing after it has been sent?

You can cancel a scheduled Direct Mail campaign but not a live campaign.  After the campaign goes live, it has already been sent to the printer for processing.

How long does it take to deliver Direct Mail?

ServiceTitan exclusively provides First Class Mail for the distribution of 4x6- and 6x9-inch postcards. The complete process of receiving, rendering, printing, cutting, and shipping the postcards via First Class Mail usually takes at least 48 business hours, with an additional 5-7 days required for delivery by USPS.

Do I get charged for mail that has been returned to me?

Yes, you will be charged for any pieces that were shipped, including any returned mail. You won’t be charged for any failed pieces.

What is the expected return rate for direct mail campaigns?

The expected return rate for direct mail campaigns can vary. For campaigns focused on acquiring new customers, you can expect a return rate of up to 10%. Campaigns designed to retain existing customers will likely have a lower return rate.

With ServiceTitan's first-class mailing, any returned mail will be sent back to you. To help lower your return rate, consider personalizing your mailers and including a strong call to action.

Who should I call if I have concerns regarding my Direct Mail campaign?

Contact support@servicetitan.com for any technical support questions about Direct Mail. You can also see if other members of the Marketing Pro community can answer your questions in the ServiceTitan Marketing Pro User Group on Facebook.

What are the specs for printed pieces?

• 4x6 inch Postcard or 6x9 inch Postcard

• Digital/Digital Printing

• UV Coated, 120# Gloss Text, 14 pt

• Full bleed

Can I pre-populate the return address so that I have to enter it once or do I have to enter it each time?

The return address automatically populates from the Company Details you entered in Settings > Marketing Pro > Marketing.

Will we receive a notification if an address is invalid or unverified?

If an address is determined to be invalid or not verified, we remove it from the initial audience reach that you see in Marketing Pro. After you upload your created postcards, the total number of contacts is generated. We currently do not have a way of showing whether an address is invalid or unverified, but you can download both the audience file and the "sent" list to see which addresses have not been sent to.

If a person has moved and is not living at home, the mail piece gets sent back. Is there an option to put  “Current Resident”?

Yes, your Direct Mail retention campaigns automatically have the Or Current Resident tag added to the end of the recipient name. Direct Mail acquisition campaigns are only addressed to the Current Resident.

Will I need to create a unique tracking phone number first?

Yes, we recommend creating a unique tracking number for each campaign. You can generate a new tracking phone number directly in the Campaign Builder. Make sure to add your new number to your template.

Is postage included in the pricing?

Each postcard costs one flat rate per piece, including postage.

Why won’t my photo upload to my direct mail campaign?

The image must meet the exact size requirements listed below:

4x6 Postcard Dimensions

Front: 1875 x 1275 pixels

Back: not applicable

6x9 Postcard Dimensions

Front: 2775 x 1875 pixels

Back: 1388 x 1875 pixels

To check the dimensions of your image: 

On a Mac:

Right-click the image file and choose Get info from the dropdown menu. Then, look at the Dimensions line item. 

On a PC:

Right-click the image file and select Properties. Then, click the General tab and look for the Dimensions line item.

How much do 4x6 and 6x9 postcards cost?

Each postcard costs one flat rate per piece, including postage. These prices are subject to change. To view the current costs:

1. Go to Marketing > Pro Campaigns.

2. Select More > Edit   for a direct mail campaign.

3. On the Build Mail Sequence step, you can see the price per postcard based on the size you select in the Postcard Design section.
   
    

4. On the Review & Submit step, you can also review the current cost per postcard and estimated total spend for the campaign. This estimate is calculated based on the price per card for the postcard size you selected multiplied by the eligible audience reach.
   
    

SMS Campaigns

Why does the Follow Up Status show Not Attempted after a Marketing SMS recurring service campaign is sent to a customer?

Marketing SMS recurring service campaigns do not directly update the Follow Up status of customers. This is because these SMS campaigns are separate from the actual recurring service events.

How can I get a list of customers who are not opted in for marketing updates?

You can view the opt-in status for all phone numbers in Settings > Marketing Pro > Phone Numbers. To see which phone numbers are not currently opted in, you can filter the list by status.

Why are missed call SMS messages being sent even when calls are answered?

Missed call campaigns send messages for abandoned calls that don’t have a record. If office employees do not click the green call bubble when answering calls, Marketing Pro considers the call as abandoned and sends a follow-up SMS message.

To prevent this, make sure your team always clicks the green call bubble when they answer a call. This indicates that the call was answered, not missed.

Are marketing SMS campaigns available for customers in Canada?

No, marketing SMS campaigns are not currently available in Canada. Only transactional SMS campaigns are supported for Canadian customers.

Why is the SMS opt-in website link not available when configuring SMS opt-in settings?

The opt-in website link will display after you add a number. To do this, go to Settings > Marketing > SMS Settings. In the Text Message Opt-In section, enter your phone number. If the link remains blank after adding the phone number, contact Technical Support for assistance.

Can I pause active SMS campaigns?

SMS campaigns cannot be resumed after you stop them. However, you can clone the stopped campaign to create a new one.

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.

What is the 7,500 monthly SMS message limit for Marketing Pro?

The 7,500 message limit applies only to Marketing Pro SMS marketing campaigns. This is a soft limit, meaning it does not stop you from sending messages.

Here’s how the limit works:

• You receive the first 7,500 messages at no cost each month.

• After you reach 7,500 messages, a small fee applies for each additional message.

• Transactional SMS campaigns are not affected by this limit.

Marketing Registration

Why can’t I edit my business information?

After your marketing registration is submitted, some fields, like your business name and Tax ID become greyed out and cannot be edited. If you need to update this information, contact Technical Support for assistance.

I see an Issue with Brand Registration error, but my registration is complete. What should I do?

The Issue with Brand Registration error often means your website is not compliant with The Campaign Registry (TCR) guidelines. To fix this, you must ensure your website meets all TCR requirements before contacting Technical Support for resubmission. For more, see TCR campaign guidelines and requirements.

What are the website compliance requirements for registration?

For your registration to be approved, your business’s website must be compliant with TCR guidelines. These include:

• Privacy Policy: Your privacy policy must be easily accessible from every page on your site, not just the homepage. It must state that customer data, including phone numbers, will not be sold or shared with third parties for marketing purposes.

• Terms and Conditions: You must have a Terms and Conditions page or include this information within your Privacy Policy.

• Call-to-Action (CTA) Disclosure: Any form or button on your website that collects a customer’s phone number for texting must include a clear disclosure. This disclosure informs the customer that by providing their number, they are opting in to receive text messages from your business.

For more, see TCR campaign guidelines and requirements.

Note: Your registration can be rejected even if your business information is correct if your website does not meet these compliance standards.

How do I resubmit my registration after making changes?

After your registration shows as Complete, you cannot resubmit it yourself. After you have made the necessary changes, contact Technical Support to request a resubmission.

How long does registration take?

The approval process for your registration typically takes 10-14 business days. This can take longer if your registration is rejected and requires multiple resubmissions.

What is the difference between basic texting and marketing registration?

Basic texting functionality, like sending job notifications and using the chat feature, is separate from marketing SMS campaigns. Your marketing registration is a specific, additional process required to send promotional texts.

Any issues with your marketing registration do not affect your ability to send transactional text messages.

My registration is complete, but my marketing messages still aren’t being sent. What could be the issue?

After your registration is approved, make sure that your outbound SMS numbers are properly configured in Settings > Phones > Phone Numbers. If these numbers are not set up correctly, your messages may fail to be sent.

How can I avoid future registration issues?

To prevent registration rejections and service disruptions, keep your website’s compliance up to date, as TCR requirements can change. We also recommend that you regularly review your registration status and make sure all information is accurate.

Any changes to your business information may require re-registration to maintain compliance.

How can I get a list of customers who are not opted in for marketing updates?

You can view the opt-in status for all phone numbers in Settings > Marketing Pro > Phone Numbers. To see which phone numbers are not currently opted in, you can filter the list by status.

Is the Marketing Updates option automatically selected when a new customer record is created?

Yes, the Marketing Updates option is automatically selected for new customer records. However, this is not automatically selected when you add a new contact method to an existing customer record.

Why is the SMS opt-in website link not available when configuring SMS opt-in settings?

The opt-in website link will display after you add a number. To do this, go to Settings > Marketing > SMS Settings. In the Text Message Opt-In section, enter your phone number. If the link remains blank after adding the phone number, contact Technical Support for assistance.

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.

Who can edit the greyed out fields on the Register for Texting screen?

If you need to edit these fields, contact Technical Support for assistance.

Can I include SMS marketing opt-in requests in booking confirmation texts and emails?

Adding SMS marketing opt-in links to booking confirmations is not recommended. This could cause your booking confirmations to be marked as spam.

Instead, add opt-in links to your marketing email campaigns. You can include the opt-in website link at the bottom of every email campaign you send, even if the campaign is not directly related to SMS marketing. For more, see Generate opt-in requests for marketing text messages.

How do I encourage customers to opt in to SMS marketing?

To maximize SMS opt-ins and maintain compliance, follow these guidelines:

• Offer Clear Value: Provide value to customers. Offer an incentive, such as a discount, early access to sales, or exclusive content.

• Be Transparent and Compliant: Clearly explain what customers are signing up for (for example, promotional texts or appointment reminders) and how often they'll receive messages.

• Use Multiple Channels to Get Opt-Ins: Leverage different contact points to ask for permission to send texts.
  

  • Customer Service Representative (CSR) Scripting: Train your CSRs to verbally ask customers during the booking process. Your CSRs can then send the opt-in request directly from the customer's record in ServiceTitan.

  • Website and Email Links: Use the Embeddable Opt-In Form and Opt-In Website Link generated in Settings to add a link to your website and email footers.

  • Technician Forms: Use ServiceTitan Mobile forms to allow technicians to request and capture opt-in confirmation on-site.

Do customers need to opt in for each phone number?

Yes, they need to opt in for each phone number. For more, see Learn SMS opt-in and opt-out workflows for Marketing Pro.

Marketing Analytics

How can I enable the Marketing dashboard and grant access to it?

The Marketing dashboard is automatically available when you purchase Marketing Pro. To grant access to it, make sure the Can access ServiceTitan Marketing Pro module permission box is selected for the office employee that should have access. For more, see Set permissions for an individual employee or technician.

How can I assess the effectiveness of my Marketing Pro campaigns?

You can use the built-in analytics suite to understand, assess, and improve your marketing campaigns. Use charts to track campaign progress over time, and use ideas and concepts from your successful campaigns to boost campaigns. If you do not have Marketing Ads, see Use marketing analytics for more information. If you do have Marketing Ads, see Use Marketing Pro Ads Analytics for more information.

How can I export the Marketing dashboard?

You cannot export the Marketing Pro dashboard, but you can view and export the details of the Email, Direct Mail, and SMS Metric Totals.

To view and export these details:

1. Go to the navigation bar and click Marketing.

2. In the side menu, click the campaign category you want to export the details for. The options include Email, Direct Mail, and SMS.

3. Click the Email, Direct Mail, or SMS Metric Totals KPI that you want to export. The Details page for the selected metric opens.

4. Click Export CSV to download the information into an Excel file. For more, see Use marketing analytics.

How can I export my reports?

While you cannot export the Marketing Overview dashboard itself, you can export any reports available on the Reports tab in ServiceTitan. This includes the preconfigured built-in reports and custom reports that you create. For example, if you use the Campaign Summary or Reviews report to track your marketing efforts, you can export these.

To export a report, click Export above the report results. For more, see Run, filter, and export reports.

How can I download marketing leads information?

You can export your leads from the Follow Up tab as an Excel, PDF, or CSV file. To export your leads, go to the Follow Up > Leads. You can then filter the Leads table as needed. For example, you may want to export leads from your Unsold Estimate campaign. When ready, click Export to export the results in the table. For more, see Find and view captured Leads.

If you have the Marketing Ads feature, you can also export your Attributed Leads. To do this, go to Marketing > Attributed Leads, select your desired date range, and click Download.

What’s the difference between Direct and Attributed Revenue?

Direct Revenue is the sum of all income-type items on invoices of completed jobs in ServiceTitan. This revenue is associated with a specific campaign only if that campaign is directly linked to the completed job.

Attributed Revenue also considers income from items listed on invoices for completed jobs. However, for attributed revenue, the campaign does not have to be directly assigned to the completed job. The job only needs to have been booked within the revenue attribution window after the customer received marketing communications from the campaign in question.

Attributed revenue is used to capture revenue for a campaign in cases where the customer might not have directly called the campaign's tracking number but used an alternative method to respond to marketing communications and book a job.

How does a Marketing Pro campaign generate direct revenue?

When a Marketing Pro campaign is created, the campaign builder allows you to add a new tracking number. If a tracking number is added here, it automatically links to the campaign. When customers later call that campaign tracking number, the call bubble will show the campaign name, and the job booking screen will automatically prompt the customer support representative (CSR) to book the job under that particular campaign. That booked job’s income-type revenue is counted as direct revenue for the campaign when the job is completed.

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.

Why is the revenue displayed for a Marketing Pro campaign before its launch?

This can happen if the campaign is created and set to launch a few days or weeks later. As soon as the campaign and tracking number are created, the campaign will be available in the system to assign to jobs, and the number should be ready for customers to start calling in. In the case of Phones Pro, when the number is added to Dialpad in the Main Line, it is ready to use as well as the outbound caller ID number.

Check the date that the campaign’s tracking number was created in Settings > Phones > Phone Numbers. Find the number and check the date in the Date Added field.

Note: The Date Added field is when the number became available for callers to dial.

Why does the Completed Revenue on my Modular dashboard not match the Revenue on my Marketing Analytics dashboard?

Both KPI calculations should be the same and are calculated as the sum of the income-type invoice items on completed jobs. However, the Marketing Overview dashboard does not include inactive Marketing campaigns. To hide inactive campaigns from your Modular Dashboard as well, go to Settings > Operations > Dashboards > Modular tab, and toggle on the Hide inactive campaigns from Marketing Scorecards option under the Modular Dashboard Settings.

How is the same job showing up in both the Direct and Attributed Revenue columns on the Marketing Pro dashboard?

A job can show up in both the Direct and Attributed Revenue columns on the Marketing Pro dashboard if:

• It's a non-$0 job assigned to the Marketing Pro campaign.

• The job was completed.

• The customer opened the email or received the direct mail postcard with the Attribution window. The Attribution Window is set in the Revenue Attribution section in Settings > Marketing Pro > Marketing.

Where is my live campaign? It does not appear on my Marketing Pro dashboard.

A campaign does not appear on the marketing dashboard or any other campaign reporting if it was either:

• Deactivated in Settings > Operations > Campaigns.

• Created in the wrong place in Servicetitan. If a campaign is created in the Marketing Pro module and is still in Draft status, it won't appear in any campaign reporting until it's been launched. If you don't plan to launch a campaign from ServiceTitan, it should be added in Settings > Operations > Campaigns instead of the Marketing Pro module.
  

Why do duplicate categories appear on the Analytics screen for Email and Direct Mail?

Email, Direct Mail, and SMS are the default PRO-tagged campaign categories that are preloaded in ServiceTitan. When you sign up for Marketing Pro, three new categories are automatically created. The Email, Direct Mail, and SMS categories that do not have the PRO label are used for any external campaigns that you run of those types. Default campaign categories can be deactivated in Settings > Operations > Campaign Categories.

Why don’t I see any data when I filter the Marketing dashboards by Business Unit?

The Business Unit filter on the Marketing dashboards applies to the Business Unit field assigned to each campaign in Settings > Operations > Campaigns, not the Business Unit assigned to jobs or invoices. If you do not have Business Units assigned to campaigns in Settings > Operations > Campaigns, no data will appear when trying to filter by Business Unit on the Marketing Overview screen.

Can we enable Google Analytics attribution tracking in ServiceTitan without Marketing Pro?

No, you cannot enable Google Analytics attribution tracking without Marketing Pro. The Google Analytics integration is part of Marketing Ads. To get started with Marketing Pro Ads, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

How do I receive the Marketing Performance Email?

You can subscribe to the Marketing Performance Email by going to Settings > Marketing Pro > Reporting and clicking Subscribe. For more, see Marketing Performance Email.

When is the weekly Marketing Performance Email Report sent?

The report sends every Monday after you enable it. The day you enable the report doesn't change the schedule. For more, see Marketing Performance Email.

Why is the Ads Analytics screen blank after 30 days?

By default, the Marketing Pro Ads Analytics only shows the last 30 days of data, which is why the screen appears blank for older campaigns.

To view your campaign's complete data, you can easily change the date range:

1. Go to Marketing > Pro Campaigns.

2. Select the campaign.

3. Adjust the date range in the Marketing Overview section to include the campaign’s start date.