Overview
Learn the opt-in and opt-out workflows for transactional and marketing SMS messages for your Marketing Pro campaigns. By understanding these workflows, you can ensure compliance while effectively communicating with your customers.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Primarily for Residential Service & Replacement and Commercial Service & Replacement business types
Things to know
Your SMS Marketing Registration must be approved by The Campaign Registry (TCR) before you can send opt-in requests or text messages to customers. For more, see Submit SMS Marketing Registration.
Learn opt-in workflows for transactional SMS messages
Transactional messages provide information for a specific transaction or service, such as unsold estimates or recurring services. These messages do not include promotional content. For more, see Understand transactional versus marketing messages.
With Marketing Pro, you can build campaigns to send transactional SMS messages for unsold estimates and recurring services.
Opt customers into transactional SMS messages
All customers are automatically opted-in for transactional SMS messages. No action is required.
Opt customers out of transactional SMS messages
Customers can opt out of receiving transactional SMS messages at any time by replying Stop. When they do, Marketing Pro automatically sends a reply acknowledging their request and immediately opts out their phone number. This ensures no further messages are sent, regardless of the notification preferences set in Marketing Pro.
If customers wish to resume receiving messages, they can reply Restart or Enroll in the same message thread.
Learn opt-in workflows for marketing SMS messages
Marketing messages promote products, services, or events to encourage sales for engagement. They contain promotional content encouraging customers to take a specific action, such as booking a service. For more, see Understand transactional versus marketing messages.
With Marketing Pro, you can build campaigns to send marketing SMS messages to your customers.
Opt customers into marketing SMS messages
Written consent is required before marketing SMS messages can be sent to a customer. Marketing Pro uses a double opt-in flow to collect this consent.
You can initiate the double opt-in flow in two ways:
Add opt-in links to your email templates and website: You can generate an opt-in link that can be embedded within your email templates and website. When customers click this link on their mobile device, it automatically opens their messaging application with the prewritten message, I would like to sign up for marketing text messages!. After the customer sends this message, they are opted in for SMS marketing messages. For more, see Configure SMS opt-in settings.
Add an opt-in form to your website: You can add a prebuilt form created by ServiceTitan to your website for customers to fill out to opt into your marketing SMS messages. When customers fill out this opt-in form, Marketing Pro initiates the double opt-in flow to the phone number entered by the customer. The customer can then reply Yes to opt-in to your marketing SMS messages. For more, see Configure SMS opt-in settings.
Marketing Pro only sends messages from SMS Text Message - Marketing Campaigns to phone numbers that have explicitly opted in through one of the above methods.
Opt customers out of marketing SMS messages
Marketing Pro automatically adds Reply STOP to opt out to the end of all messages sent by SMS Text Message - Marketing Campaigns. When customers reply with Stop, Marketing Pro automatically opts out their phone number from receiving future marketing SMS messages. They can still receive transactional messages, ensuring they don't miss out on any critical notifications about their upcoming jobs and appointments.
If customers wish to resume receiving messages, they can reply Restart or Enroll in the same message thread.
