Service Titan Knowledge Base

Assign tracking phone numbers to Marketing Pro campaignsLast updated on 09/23/2022

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 assign unused tracking numbers created in Phone Numbers in Settings, or you can add and assign a new number in the Overview step of the Marketing Pro Campaign Builder.

Things to Know

  • You can generate and attach a new tracking number while editing an existing Marketing Pro campaign.

Assign new phone number to a campaign

You can set up a new tracking phone number in ServiceTitan Marketing Pro in three ways:

Tips: The best way is to create the new number in the Overview step of the Campaigns Builder.

Set up a new tracking phone number in Campaigns Builder

  1. Go to the navigation bar and click Marketing>ProCampaigns.

  2. Either create a new campaign from scratch or edit an existing campaign draft.

    1. To create a new campaign from scratch, click Create Campaign, for more information, see Create email campaigns, Create Direct Mail campaigns, and Create Recurring Service Campaigns using SMS.

    2. To edit an existing campaign draft:

      1. Find the existing campaign draft on either the Automated or One-time tabs.

      2. Click the three dots next to the desired campaign draft and click Edit.

  3. On the page find the Tracking Phone Number and click Add.

  4. Select to add a unique tracking phone number. The system uses this number to attribute revenue generated from this number to your email campaign. It’s important to not use the same Tracking Phone Numbers across multiple campaigns. Doing this leads to inaccurate reporting metrics. For more on how to add Tracking Phone Numbers, see the section later in this topic.

  5. When you’re done, click Save.

Add tracking phone numbers

You can add tracking phone numbers in three ways:

  1. Generate a new number

    1. Local Number or Toll-Free Number—Select Local Number for a local campaign and Toll-Free Number for a regional or national campaign.

    2. Area Code and/or ZIP—(In Local Number only.) Enter the area code or ZIP Code you want the tracking number to correspond to. We recommend searching by area code first.

    3. Contains (optional)—If you want your tracking number to include a particular set of digits, enter them here.

    4. Click Search Numbers. The Search Results window opens. Tip: Make note of the number you select to use as a call to action button in an email template.

    5. Select a tracking number. Click Choose Number. The Add phone number page opens.

      1. For legacy phones, enter the forwarding number the new tracking number should forward calls to, or select the Use Default Number toggle to use the default forwarding number from the Phone Settings.

      2. For Phone Pro integration:

        1. Select Lead for the Default Call Type field, to categorize incoming calls as a lead. Use this for prospecting campaigns to customers who are not already in your database that you do not have an existing business relationship with. If your campaign is for existing customers, then opt for the “Not Lead” selection.

        2. For Select Number Type, make sure you opt for Tracking number. Direct Dial phone numbers will not track campaign events such as inbound calls correctly and will cause you to lose your performance data.

          Tips: Copy the new tracking number you just created to use it in the Build Email Sequence step of the Campaign Builder.

    6. When you’re done, click Add Number. A window opens confirming the phone number is added successfully and asking to assign this new number in Dialpad to start receiving calls on. Note: Adding new tracking number steps can differ depending on your phone integration you use. For more information, see Add or edit tracking numbers.

  2. Assign existing number—Select a tracking number for your campaign and click Assign Number.

  3. Enter manual number—Select to enter a manual number for your campaign. Note: Manual numbers don't track revenue for your campaign.

Set up the new tracking phone number in the Email Templates
  1. In Step 3: Build Email Sequence of campaign creation, click Add Content to configure the email content. The Template Catalog loads.

  2. Select a template to add to the campaign:

    1. Choose an existing template and click Select Template to add a pre-existing template to the campaign.

    2. Click Start From Scratch to create a new email template directly in the campaign builder. The Email Editor loads.

  3. To create a call-to-action button, go to the Content tab, click and hold the Button option, and drag and drop it into your email template wherever you’d like the button to appear.

  4. Click the Action Button, go to the Action section in the Content tab, and select the link type you want your customers to use to contact you:

    1. Make call—Calls to action prompting the recipient to make a call

    2. Send SMS—Calls to action prompting the recipient to text Note: For texting, make sure you have the texting feature enabled. For more information, see Use Chat. 

      Many email applications do not support click-to-text functionality. The Marketing Pro template builder allows companies to insert action buttons into their email templates, but it’s up to the email provider if they support click-to-text or call functionality in their applications. ServiceTitan doesn’t have any control over the support of the user’s email application to use click-to-text or call.

  5. Paste the tracking number you created and copied in the Overview step in the Tel field under Link type.

    Tip: We recommend you have both call and SMS options available in every email you send to offer your customers several ways to communicate with you.

  6. Click Save Email to save the email template changes, and finish building the campaign.

Set up a new tracking phone number from Phone Numbers in Settings

For adding a new tracking phone number in ServiceTitan for the Marketing campaigns without tracking phone numbers, see Add or edit tracking numbers and Set up a new tracking phone number in Campaigns Builder.

Set up an existing unused tracking phone number from Phone Numbers in Settings

For Marketing campaigns, you can assign an unused tracking phone number in ServiceTitan from Phone Numbers in Settings.

  1. Go to the navigation bar and click Settings > Phones > Phone Numbers.

  2. Find the existing tracking number you’d like to use. You can use the Filter image1 icon in the column header to search.

  3. Click the Pencil edit pencil icon icon next to the number you want to add to the marketing campaign. The Edit Number page opens.

  4. In the Set Campaign drop-down, choose the campaign name you want to add the tracking number to. For more information, see Add marketing campaigns in ServiceTitan.

  5. When you’re finished, click Save.

  6. Go to Step 3: Build Email Sequence of Campaign Builder, and add the tracking phone number to the Email Template.

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.