General Questions
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 send marketing mail, email, 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, and SMS text message. For more, see Create Pro campaigns.
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.
How do I manage my campaigns after they launch?
After a campaign is launched, you can manage it from the Campaign Manager screen in Marketing Pro. This screen shows a list of all your active one-time and automated campaigns, tracking campaigns, and campaign categories.
For more, see Manage Marketing Pro campaigns.
How can I edit a campaign?
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.
Can I merge or combine campaigns?
No, you cannot merge or combine campaigns in Marketing Pro. You can, however, clone an existing campaign and make changes to the copy as needed.
To clone a campaign:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Find the campaign you want to clone and click More > Clone.
Make sure to stop and archive the original campaign to prevent both campaigns from running at the same time.
For more, see Manage Marketing Pro campaigns.
Can I pause a campaign?
Yes, you can pause and resume campaigns. For more, see Schedule, stop, and resume Marketing Pro campaigns.
Why are campaign names limited to 60 characters?
Campaign names are limited to 60 characters because longer names cause display issues in Marketing Pro. If you have an active campaign with a name longer than 60 characters, you don’t need to change it. However, if you want to clone that campaign, you’ll need to shorten the name.
Do automated campaigns send the same content to the same customers repeatedly?
No. Automated campaigns do not send the same marketing content to the same customers repeatedly. The campaign sends the content to the initial group of customers in the audience, then sends it to any new customers who qualify for the audience in the future.
For more, see Create one-time and automated campaigns.
How can I archive a campaign?
To archive a campaign:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Find the campaign you want to archive in the list and click More > Archive.
For more, see Manage Marketing Pro campaigns.
How can I set up a phone number for a campaign?
Assigning a unique ServiceTitan phone number to each of your marketing campaigns ensures that revenue is correctly attributed. You can set up a campaign phone number in three ways:
Use an existing, unassigned tracking number.
Add a new phone number in Settings.
Add a new number while creating 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 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 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. You can add pre-existing campaigns in Marketing > Campaigns > Campaign Manager > Tracking Campaigns. For more, see Create tracking 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 user roles and permissions for marketing features?
You can grant office employees access to Marketing Pro and its features. To grant access, make sure the Can access ServiceTitan Marketing Pro module permission is enabled for the employees 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 account for the agency. When creating their account, make sure the Can access ServiceTitan Marketing Pro module permission is enabled.
Does 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 my Marketing Pro subscriptions and billing?
To manage your Marketing subscriptions and billing, reach out to your customer success manager (CSM).
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, remember that Next and Go environments are synced once a week on Fridays.
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. Marketing Pro 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 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:
Go to Marketing > Campaigns > Pro Campaigns, depending on your version of Marketing Pro.
Select the scheduled campaign in the list.
Click Revert to Draft.
Make your changes and relaunch the campaign.
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.
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.
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!".
In Marketing settings, there’s a Select Your Trades section. 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:
Go to the navigation bar and click Marketing.
In the side panel, go to Marketing Pro > Brands.
Click Configure or View for the brand you want to select trades for.
In the Select Your Trades section, select all available trades.
When finished, click Save.
Now, you can access the available roofing templates.
How do I move campaigns between ServiceTitan accounts?
You cannot move campaigns between ServiceTitan accounts. You must manually recreate the campaign in the new account.
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.
How can I fix campaign restrictions due to account access?
The Can access ServiceTitan marketing Pro module permission is required to access Marketing Pro and create campaigns. Please contact the account administrator on your team to have this enabled.
Why is follow-up communication going to the wrong contact?
Marketing Pro campaigns use only one email address per customer for communication. It automatically sends to the first non-suppressed email address listed on the customer's profile.
Note: The email address must also have the Marketing updates toggle turned on.
How do I track which numbers are being used for campaigns?
To track which numbers are being used for campaigns, go to Settings > Phones > Phone Numbers where you can view all tracking numbers and their assigned campaigns.
Why does a tracking number route to the wrong recipient?
If a tracking number routes to the wrong recipient, make sure the Forwarding Number is correct. You can check this in Settings > Phones > Phone Numbers. For more, see Assign tracking phone numbers to Marketing Pro campaigns.
Audiences
How do I create audiences in Marketing Pro?
You can create audiences to acquire new customers or retain existing customers. To create an audience:
Go to the navigation bar and click Marketing.
In the side menu, go to Audiences > Acquisition Segments or Retention Segments.
Click Create Segment.
For more, see Create Marketing Pro Segments.
How do I edit audiences in Marketing Pro?
To edit an audience:
Go to the navigation bar and click Marketing.
In the side menu, go to Audiences > Acquisition Segments or Retention Segments.
Find the audience you want to edit in the list and click Edit.
For more, see Manage Marketing Pro Segments.
How can I import a list of customers into ServiceTitan to use as an audience?
If you have a list of customer emails that already exist on active customer profiles in your ServiceTitan account, ServiceTitan may be able to apply a custom tag to them. You can then use this tag to create a new audience. If you have emails that are not in your ServiceTitan account, each email will need to be imported into a new customer profile with your desired tag. For assistance, please contact Technical Support.
Note: You must have customer consent before importing their email addresses.
How do I create targeted audiences?
Targeting your audiences more narrowly increases the likelihood that customers will engage with your content and book jobs. You can narrow down your audience using inclusion and exclusion criteria. As you build your audience, ServiceTitan automatically evaluates its targeting and gives you a targeting score: Strong, Moderate, or Broad.
For more, see Create Marketing Pro Segments.
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.
For more, see Create Marketing Pro Segments.
How do I manage customer opt-in preferences?
You can manage customer notification preferences for marketing updates through their contact methods. You can also filter a list of all phone numbers by their opt-in status in Settings > Marketing Pro > Phone Numbers.
For more, see Learn SMS opt-in and opt-out workflows for Marketing Pro.
How do I resubscribe customers to marketing content?
Email: If a customer accidentally unsubscribes, you can manually resubscribe them in their customer record by deselecting Do not send promotional emails.
SMS: A customer must reply with an opt-in trigger word, such as unstop or start, from their opted-out number to resubscribe. You cannot resubscribe them manually.
For more, see Learn SMS opt-in and opt-out workflow for Marketing Pro.
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.
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.
For more, see Create Marketing Pro Segments.
How do I auto-tag customers for past-due invoices?
You can't auto-tag customers for past-due invoices. However, you can create an Audience in Marketing Pro that targets customers with an outstanding balance greater than $1 and a job completion date outside your payment terms. Then, create an automated campaign using this audience. This automatically follows up with customers who have past-due invoices.
For more, see Create Marketing Pro Segments and Create Pro campaigns.
Email Templates
Why do fonts and colors look different on mobile versus desktop devices?
Emails can appear differently across various devices and email providers. This is because some fonts, colors, and text sizes are not supported by certain email applications on phones or tablets. To ensure your email looks consistent on mobile and desktop, follow these steps:
Use an external image-editing application to create an image of your text with the font you want.
In the ServiceTitan email template editor, add a mobile section.
In the section properties, hide the mobile section for desktops and hide the desktop section for mobile.
Add the image to the mobile section.
Send a test email to different phones to check how it looks.
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, 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.
Can my logo be larger than 400x400 pixels?
Yes, the minimum logo size requirement is 180x180 pixels.
Does my logo have to be square?
No. As long as your logo meets the minimum size requirement of 180x180 pixels, it can be any size horizontally or vertically.
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, you cannot change the format of the date.
Can I add animated logos or images in emails?
Yes, you can add animated GIFs to email templates. To do this, add an image content block to your email template, and then enter the URL for the GIF. For more, see Configure content block properties for email templates in Marketing Pro.
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 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.
Direct Mail Campaigns
Can I send postcards to a lead list?
You can create direct mail campaigns to target potential customers. If you have access to Direct Mail but not this feature, contact your customer success manager (CSM) to have it enabled. For more, see Create Pro campaigns.
Does ServiceTitan 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 customer success manager (CSM).
Can I track revenue from my Direct Mail campaign?
You can track attributed revenue for retention-based Direct Mail campaigns. For more, see Use marketing analytics in Marketing Pro v2.
What is the cost of Direct Mail?
Each postcard costs one flat rate per piece, regardless of the size of the campaign. You can view the current costs in the campaign builder. The estimated total spend for the campaign is based on the price per card and the eligible audience reach.
To view the current costs:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Select More > Edit
for a direct mail campaign.In the Content section, click Edit.
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.
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 personalize my Direct Mail postcards using merge tags?
Currently, no. You can’t personalize your postcards using merge tags.
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. For more, see Create Pro campaigns.
Can I send a sample postcard or test to myself?
Yes, you can. To send a test Direct Mail to yourself, you need a customer profile in ServiceTitan.
Create a customer record in your ServiceTitan account with your shipping address.
Add a unique tag to your customer record.
Create a Marketing Pro audience using that same unique tag. Make sure this audience only includes your customer record.
Create a new Direct Mail campaign and select the audience you created.
Schedule the campaign.
Can I upload my own created postcard or 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 direct mailing after it has been sent?
You can cancel a scheduled campaign but not one that is live. After a campaign is 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-inch 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 business days required for delivery by USPS.
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.
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.
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.
What are the specs for printed pieces?
4x6 inch Postcard or 6x9 inch Postcard
Digital Printing
UV Coated, 120# Gloss Text, 14 pt
Full bleed
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.
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.
Email Campaigns
How do I schedule an email campaign for a specific date?
You can create a one-time email campaign and select the date you want it to launch. If your campaign has more than one email, you can specify the number of days between each email.
For more, see Create Pro campaigns.
How do I resolve bounced emails?
A bounced email is one that is rejected by the mail server and not delivered to its intended recipient. There are two types:
Hard bounces: Occurs when email addresses are rejected outright, such as invalid email addresses, closed email accounts, or misspelled domain names or recipient addresses. Hard-bounced addresses are added to the suppression list. You can use this list to understand why some customers aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure they will receive your emails in the future.
Soft bounces: Occur due to temporary issues, such as a full inbox.
Why are my Marketing Pro emails going to spam?
Emails can end up in the spam folder for several reasons, including:
Spam filters: Filters can adapt to customer preferences, so if a customer marks an email as spam, it’s more likely to end up in the spam folder for others.
Email content: Emails with poor design, irrelevant content, or too many images and links can trigger spam filters.
Sender information: Inaccurate sender information can lead to spam.
Email list: Sending emails to inactive addresses, not cleaning up your email list, or sending too many emails to the same people can contribute to spam.
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
Repair your email sender reputation using smart targeting and audience engagement
Should I email people who I have not done business with and who have not opted in to 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.
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:
Clone the marketing campaign you want to test.
Attach an audience that includes only your email address.
Launch the cloned campaign to send the email to yourself.
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 turn on the toggle for 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, ServiceTitan automatically filters 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: The campaign-type unsubscribe data is not available in ServiceTitan. If you need this data, please contact Technical Support.
See the table below to learn which options correspond to which campaign types.
Preference | Campaign type |
|---|---|
Estimate follow-ups | Unsold estimates |
Membership reminders | Expiring memberships |
Equipment service check-ins | Aging equipment |
Haven’t heard from you reminders | Idle account |
Newsletter, promotions, and special Announcements | Other |
Recurring Services | Recurring Service |
Newsletter | Newsletter |
Thank-Yous | Thank you |
Welcomes | Customer Welcome |
Remove me from everything | All campaign types |
What happens if a customer labels one of my marketing emails as 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.
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 allow customers to automatically purchase or renew a membership in ServiceTitan. While the 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 I mass email 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 and 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.
Can I choose which email address marketing emails are sent from?
Marketing emails are sent from the Sender Email set in your Marketing Pro email settings. You can configure a Sender Email for each brand.
Go to the top toolbar and click Settings
.In the side panel, go to Marketing Pro > Email Settings.
Click Configure or View for the brand you want to set the Sender Email for.
In the Sender section, review the Sender Name, Sender Domain, and Sender Email.
Make any needed changes.
When finished, click Save.
For more, see Manage Marketing Pro Email settings.
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.
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.
How can I send a mass text message to customers?
We recommend using targeted SMS content instead of mass text messages. Targeted messaging is more effective and increases customer engagement, and it also reduces the likelihood of being flagged as spam.
To send a mass text message, you must have Marketing Pro. Otherwise, you can only create recurring service event reminder SMS campaigns.
To send a mass text message:
Ensure your marketing registration is approved.
Make sure you have explicit opt-ins from your customers to receive marketing text messages.
Create a Pro campaign and add SMS content.
Can I schedule automated emails?
Yes, we support automated campaigns that automatically go out to your customers after 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, see Create Marketing Pro Segments.
Why are some SMS messages not being delivered?
If SMS messages are not being delivered as expected, follow these troubleshooting steps:
Check the audience builder AND or OR logic
Check the audience builder date filters
Check the email suppression settings
Clone or re-create the audience from scratch
For more, see What should I do if my Marketing Pro audience isn’t working as expected?
Why are some customers receiving duplicate or outdated SMS messages?
Duplicate or delayed SMS messages often happen due to the following reasons:
Poor cell reception: This can delay message delivery.
Accidental opt-outs: Messages may duplicate if a customer accidentally opts out and then reverses the action.
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.
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.
Do customers need to opt in for each phone number?
Yes, customers must opt-in for every phone number.
How can I manage customer opt-ins for marketing text messages?
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.
Can I submit marketing registration for multiple brands?
Currently, you can only register one brand per ServiceTitan account.
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.
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 remove Opted-In tags from customer profiles?
To remove Opted-In tags from customer profiles, you need to manually remove them from each individual customer record. Go to the customer's profile, click Edit next to the Tags section, remove the Opted-In tag, and click Save.
How do I change the business name in SMS opt-out messages?
The company name that appears in SMS opt-out messages is pulled directly from the DBA Name field in your TCR registration information. To change this name, please contact Technical Support with your desired company name.
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, enable the Can access ServiceTitan Marketing Pro module permission for any office employees who 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 your other campaigns. If you don’t have Marketing Ads, see Use marketing analytics for Marketing Pro v2. If you do have Marketing Ads, see Use Marketing Pro Ads Analytics.
Can I export the Marketing dashboard?
No, you cannot export the Marketing dashboard.
How can I export my reports?
While you cannot export the Marketing Overview dashboard, you can export any reports available on the Reports tab in ServiceTitan. This includes preconfigured, built-in reports and customer 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 is the difference between direct and attributed revenue?
Direct Revenue: The sum of all income-type items on invoices of completed jobs that are directly linked to a specific campaign.
Attributed Revenue: Also considers income from completed jobs. However, the campaign does not need to be directly assigned to the job. The job only needs to have been booked within the revenue attribution window after the customer received marketing communications from the campaign.
How does a Marketing Pro campaign generate direct revenue?
When a Marketing Pro campaign is created, the campaign builder allows you to add a tracking number, automatically linking the tracking number to the campaign. When a customer calls that 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 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.
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 Marketing > Campaigns > Campaign Manager > Tracking Campaigns, not the business unit assigned to jobs or invoices. If you do not have business units assigned to your tracking 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 (PAM).
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.
Why are the analytics screens not loading?
Analytics screens may fail to load due to various reasons:
Data Processing Delays: It can take some time for analytics to populate.
Connection Issues: Check your internet connection.
Cache and Cookies: Clear your browser's cache and cookies.
Ad Blockers: Temporarily disable ad blockers or browser extensions that might interfere with scripts.
If the issue continues, contact Technical Support.