Service Titan Knowledge Base

Create email campaignsLast updated on 09/23/2022

Using Marketing Pro helps you create email campaigns to facilitate marketing communication with your customers. Additionally Marketing Pro allows saving your time by creating fine-tuned and effective pre-built email campaigns.

Things to know

  • Campaigns can use a single email template sent repeatedly, or different email templates sent sequentially on a delay. A campaign can include up to 12 email templates.

  • Campaigns can be edited only in draft mode. For more information, see Manage Marketing Campaigns.

  • You can view, clone, archive, and unarchive your campaigns. For more information, see Manage Marketing Pro functions.

  • If a customer clicks the unsubscribe link in one of your marketing messages, they see a page where they can manage all of their marketing preferences. For more information, see Marketing - FAQ.

Use example campaigns

Marketing Pro includes four example campaigns to help you get started. You can use the example campaigns to start marketing to your customers right away, or you can use them to see how best to set up your campaigns. You can view and edit example campaigns from the Campaigns section, for more information, see Manage Marketing Campaigns.

A set of corresponding example audiences that use example campaigns are also included in Marketing Pro. For more information, see Manage Marketing Pro Audiences.

Create an email campaign

You can create campaigns from Marketing Overview, Email, Direct Mail, Dashboard, and Campaigns.

  1. Go to the navigation bar and click Marketing > Pro campaigns.

  2. Click Create Campaign and select one of the following options:

    1. Create a blank campaign—Start building your campaign from scratch

    2. Start with a template—Start building your campaign with a pre-built campaign template

Create a blank campaign

  1. Go to the navigation bar and click Marketing> Pro Campaigns > Create Campaign, then select Create a blank campaign.

  2. Select Email as the campaign category and click Next.

  3. For email campaign type, select the campaign type you want to build.

  4. Click Next. The Create Campaign: Email pop-up opens.

  5. For Campaign Name, enter a unique, brief, and descriptive name for your email campaign. (Maximum of 60 characters.) Optionally, enter a description of the campaign.

  6. To start building the email campaign, click Start Building.

Creating an Email Marketing Pro campaign takes four steps:

  • Step1 Goal & Tracking—Basic settings for your email campaign, including the campaign type and adding a unique tracking phone number

  • Step 2 Audience—Set which of your customers will receive marketing content from this email campaign

  • Step 3 Email Sequence—Add and create the content sent to customers as part of this email campaign

  • Step 4 Sender Information—Setting of email campaign sender information and email addresses. Tip: You can click Finish Later to save the newly created email campaign at any stage of campaign building and complete the steps later.

Step 1: Goal and Tracking

The Goal and Tracking section includes email campaign details such as campaign type and adding a unique tracking number.

To complete the Goal and Tracking step of the setup:

  1. Go to the Goal and Tracking step and click Configure.

  2. To edit the email campaign type click Edit and make the changes.

  3. For Tracking Number, 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.

  4. 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.

    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 and set the forwarding number.

    6. For Allow Incoming SMS?, select Yes if the tracking number can receive text messages, and select No if not.

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

  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.

  4. When you’re done, click Save.

Step 2: Audience
  1. Go to the Audience step and click Add Audience.

  2. From your audience list, select the audience you want to use for this email campaign. The Potential Reach page opens.

    Tip: Hover over Reach to see how many customers are included in each audience. To view details of an audience’s reach, click View List.

  3. If you want to create a new audience for this email campaign, click New Audiences and enter the Audience Name, and click Begin to provide information about your campaign audiences. For more information on creating an audience, see Create audiences and Manage Marketing Pro Audiences.

  4. When you’re done selecting your audience, click Apply Audience.

Step 3: Email sequence

To add your email content and schedule date for sending:

  1. Go to the Email Sequence step and click Add Content.

  2. Select Automated or One-Time email campaign delivery logic. The Email Sequence page opens. Note: Automated campaigns continue sending marketing content until you manually stop them from running, whereas one-time campaigns are only sent once. You can set whether your campaign is automated or one-time as you create it.

    • For a one-time campaign, the date of the Start Trigger is scheduled for the same date of creating the campaign. A message notifies you that the email will be sent after the campaign launch at the time specified. Tip: You can click the Calendar calendar to select a launch date for your email campaign.

      Note: You can launch the campaign immediately, later the same day, or at a later date and time.

    • For an Automated campaign, the date of Start Trigger is scheduled for the date when the contact person joins the audience.

  3. To indicate the Subject Line, use one of the following ways:

    1. Enter an email Subject.

      Note: You can use merge tags to automatically populate information like the customer’s first name by highlighting the tag, and dragging it into the message.

    2. Click Browse to see sample email subject lines and preview text written by the pros at ServiceTitan. Select a campaign type to view the provided samples for inspiration to see what a great subject line looks like and even plug them directly into your email campaign.

  4. Click the Badge Badge icon icon to evaluate your subject line. Click it again for improvement suggestions.

  5. Enter the Preview text customers see before opening your email.

  6. Add the Time of Day to send your marketing content. Tip: You can change the time of day to send your marketing content. Depending on the size of your audience, marketing content may be sent later than the time selected.

  7. Click Add Content to select a prebuilt template to build for your email communication for the campaign. The Template Catalog opens.

  8. Repeat the steps above to add a second email campaign. You can include emails to each campaign by clicking +Add Email again.

    Note: Campaigns can be a single email template sent repeatedly, or different email templates sent sequentially on a delay. A campaign can include up to 12 email templates.

  9. In the Day(s) field, enter the number of days you want to wait before sending the next email for the campaign. You can add a wait time of up to 60 days between emails.

  10. In the Send emails until select a delivery condition to stop sending emails to a specific customer once that customer has met the selected criteria. Note: The campaigns will stop sending when the stop condition is met, even if there are emails scheduled to be sent in the email sequence. For example, if you want to stop delivery once a customer has booked a job, select Job Booked. Options include:

    1. Call Created—A customer calls a phone number associated with the email campaign

    2. Job booked—A customer books a job as a result of this email campaign

    3. Email opened—A customer opens an email sent by this email campaign

    4. No trigger—The campaign will continue sending each email in the campaign sequence until the customer no longer qualifies for the audience or they unsubscribe. For more information on audience inclusion criteria, see Create audiences.

  11. Stop sending emails when a customer leaves the audience—Select this option if the system should stop sending customers marketing content when they leave the audience chosen for this campaign. This option is enabled by default.

    Tip: To sort the email campaign order, click Expand expand or Collapse collapse.

  12. When you've finished adding the email content, click Save and Continue.

Select a template for the email campaign

To find the template you want, use the Campaign Type menu to show one or more campaign template types and select one.

  1. Hover over a template thumbnail and click Select Template.

  2. To add content to your email, go to the side menu and click the Content tab. You can drag and drop the content elements into the template's body. Click the other tabs to add elements, such as rows and settings, as needed. For more information on building marketing email templates, see Create email templates. Tip: If you want to save your configured template as a template for future use, click Actions at the top and select Save as Template. This saves it to the Email Templates list and you can later use it to clone and build for future campaigns. Note: If you edit an email template as you build a campaign, the original email template does not get edited; the version that’s being used for the campaign does. The original template is preserved.

  3. When you’re finished, click Save and Return to Workflow.

  4. To preview  or edit the selected template, hover over the selected template.

Send a test campaign
  1. In the Email Sequence section, click Send Test.

  2. Enter the Email address to send the test email.

  3. Update the Subject if you want.

  4. Click Send.

Step 4: Sender Information

Important: After the email campaignis scheduled to launch, you can’t make changes to it.

The Sender Information section includes the email campaign sender details such as sender name, email, and more. The information in this section is generated automatically from the data you provided in your Company Details in Marketing Pro Settings. We recommend, creating and using an email address specifically to manage communication for this email campaign. To edit your email sender information:

  1. Go to the Sender information step and click Edit.

  2. Make changes to the sender information and click Save.

    1. Sender name—Name appears in the email preview for the sender

    2. Sender email—Email address from which the email campaign is sent

    3. “Reply to” email—The email address to which all email replies from customers will go

Start with a template

You can also use the campaign templates to start marketing to your customers right away or you can use them to see how best to set up your campaigns.

  1. Go to the navigation bar and click Marketing> Pro Campaigns > Create Campaign, then select Start with a template.

  2. From the Campaign Templates, select a pre-built automated campaign template.

    Note: If you didn’t find the campaign template that you need, you can choose to start from scratch and go back to create a blank campaign.

  3. To preview how the template appears on desktop or mobile, hover over the template image and click Preview.

  4. If the information and template look good for your email campaign goal, click Get Started. The Configure and Launch Campaign pop-up opens.

  5. Click Got it to go to the email campaign builder and configure the Goal and Tracking section, as all the other steps are pre-configured.

  6. Review and edit the other sections, if needed. Note: For the Audience step, if you click Edit you are navigated directly to the Audience Builder page. For more information, see Create audiences.

Schedule a campaign

To launch a campaign after configuring the content:

  1. Click Schedule Campaign.

  2. In the Schedule Campaign, select the delivery time of the campaign:

    1. Now—To launch the campaign immediately.

    2. Choose Date—To launch the campaign at a different delivery time.

  3. Click Launch.

Want to learn more?

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