Overview
You can create SMS Text Message campaigns to send marketing or transactional text messages. Understanding the difference between these types of messages can help you select the campaign type that best fits your purpose.
Who uses this feature
Marketing managers, business owners, CSRs, and other marketers on your team
Primarily for Residential Service & Replacement
Feature configuration
To get started with Marketing Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
To send any text messages through ServiceTitan, you must complete the Register for Texting form otherwise your messages will be blocked. For more, see Register your business for SMS and MMS delivery.
Your Marketing Registration must be approved by The Campaign Registry (TCR) before you can send opt-in requests or marketing text messages to customers. For more, see Submit Marketing Registration and Manage Marketing SMS settings.
What are marketing text messages
A marketing text message is a promotional message sent via SMS to customers who have explicitly opted in. These messages advertise products, services, or events and encourage customer engagement or purchases. For example, you can use marketing messages to send customers a discount for any services booked in May or offer a seasonal maintenance special.
What are transactional text messages
A transactional text message is an informational message sent via SMS to customers about a specific transaction or service. These messages are typically automated and intended to provide timely and relevant information to the customer. For example, you can use transactional messages to remind customers about their unsold estimates or recurring services.
Differences between marketing and transactional text messages
Marketing and transactional text messages differ in purpose, content, opt-in requirements, frequency, and regulations.
Marketing messages | Transactional messages | |
|---|---|---|
Purpose | Promote products, services, or events to encourage sales or engagement. | Provide information for a specific transaction or service, such as unsold estimates or recurring services. |
Content | Contain promotional content to encourage customers to take a specific action, such as booking a service. | Provide essential information directly related to a customer, focusing on utility rather than persuasion. These messages do not include promotional content. |
Opt-In Requirements | Require explicit written opt-in consent from the customer before sending. | Do not require explicit written opt-in consent, but you should still have the customer's verbal agreement or an existing relationship that justifies sending the message. |
Frequency | Send based on marketing schedules or promotional campaigns, which can be frequent and recurring. | Send based on specific actions or events related to a customer, such as an upcoming recurring service. |
Regulations | Subject to strict regulations to protect customers from spam, including requirements for opt-in consent and easy opt-out options. | Generally have more lenient regulations since they provide necessary information but must still comply with relevant privacy and communication laws. |