Service Titan Knowledge Base

Create email campaignsLast updated on 10/18/2022

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 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

Creating an Email Marketing Pro campaign takes four steps:

  • Step 1 Overview—Basic settings for your email campaign, including the campaign type, name, delivery logic, and adding a unique tracking number

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

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

  • Step 4 Review and Submit—Send a test campaign to preview your campaign before sending it to customers then finalize it.

Note: You can create campaigns from Campaigns and Analytics in Marketing. For more information, see Use Marketing Analytics.

Step 1: Overview

The Overview includes email campaign details such as campaign type, name, delivery logic, and more.

  1. Go to the navigation bar and click Marketing > Campaigns > Create Campaign.

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

  3. For email campaign type, select the campaign type you want to build and click Next. The Create Campaign: Email pop-up opens.

  4. Enter a unique, brief, and descriptive Campaign Name for your email campaign with a maximum of 60 characters. Optionally, enter a description of the campaign.

  5. To start building the email campaign, click Start Building. This opens the email draft campaign page with all four steps in incomplete status.

  6. To edit the email campaign type, click Edit and make the changes. You can also change the Campaign Name or the description of your email campaign from the Overview step.

  7. For Delivery, enter the details:

    1. Delivery logic—Choose between Automated or One-Time.

    2. Launch Date—Click the Calendar calendar to select a launch date for your email campaign. You can also enter a launch date. Note: You can launch the campaign immediately, later the same day, or at a later date and time.

    3. 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.

    4. Send emails until—Add a delivery condition to stop sending emails to a specific customer once that customer has met the selected criteria. 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.

    5. Sender name—The name that appears in the email preview

    6. Sender email—The email address from which the email campaign is sent

    7. “Reply to” email—The email address to which all email replies from customers will go Tip:Create and use an email address specifically to manage communication for this email campaign.

  8. 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, or your reporting metrics will be inaccurate. For more on how to add Tracking Phone Numbers, see the section later in this topic.

  9. When you’re done, click Next. This takes you to Step 2: Select an audience.

Add Tracking Phone Numbers

You can add tracking phone numbers in two ways:

  1. Generate a new number—Add a new tracking number details:

    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. The tracking number you chose now is under Tracking 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 Assign tracking phone numbers to Marketing Pro campaigns.

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

  3. When you’re done, click Save.

Step 2: Select an audience
  1. From your audience list, select the audience you want to use for this email campaign.

    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.

  2. If you want to create a new audience for this email campaign, click Create new 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.

  3. When you're done selecting your audience, click Next and continue with Step 3: Build Mail sequence.

Step 3: Build Email sequence

To add your email content and schedule the date for sending:

  1. Enter an email Subject. Note: You can use merge tags to automatically populate information such as the customer’s first name by highlighting the tag, then dragging it into the message.

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

  3. Add the Time of Day to send your marketing content. Tip: 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.

    Note: If you select the same-day email campaign launch in the Overview step a message notifies you that the email will be sent after the campaign launch at the time specified.

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

    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.

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

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

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

  8. 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.

  9. When you’ve finished, click Save and Return to Workflow.

  10. To preview, edit, or remove the selected template, hover over the selected template.

  11. Repeat the steps above to add a second email campaign. You can include emails to each campaign by clicking Add add icon 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.

  12. In the Days 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.

  13. If you want to sort the email campaign order, click Move downmove down or Move up move up.

  14. When you're finished adding the email templates, click Next.

Step 4: Review and submit

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

  1. To update a step in the email campaign, go to the campaign section in the Review and Submit step.

  2. Click Edit. The details of the campaign section open.

  3. To send a test campaign, go to the Email Sequence section, click Send Test, and enter the phone number to send the email for the test.

  4. When you’re done reviewing the campaign, click Schedule Campaign. The Schedule Campaign confirmation pop-up opens. Note: If you’re not ready to schedule the campaign, click Save as Draft at the bottom left corner of the screen to save it and schedule it at a later time.

  5. If all looks good, click Schedule.

  6. Your campaign is scheduled, click View All Campaigns to see a list of all your campaigns.

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.