Service Titan Knowledge Base

Create SMS surveys in ServiceTitanLast updated on 09/23/2022

Marketing Pro Reputation lets you send, manage, and track customer review requests sent through SMS, giving you more control over your business reputation. Automated SMS messages are sent to customers, requesting reviews on sites like Google, Facebook, Yelp, and more. You can prioritize the listings that are sent to create a balanced presence on the supported platforms you use.


Things to know

  • SMS surveys are sent to the primary phone number entered in the record of the customer.


Create an SMS Survey

You can create SMS surveys using the Recommended Setup, the Default Setup, and the Advanced Setup.


Use Recommended Setup to create an SMS survey

  1. Go to the navigation bar and click Marketing > Review Generation. Note: You can create surveys from Monitoring and Review Generation in Marketing.

  2. Click Create Survey. The Create Survey page opens.

  3. To create an effective survey in a short time, select Recommended Setup.

  4. Click Next. The Recommended Survey Setup screen opens.

In Recommended Survey Setup there are only four steps you need to fill to send a survey to your customers:

  1. Overview—Basic settings for your SMS survey, including the survey name and its segment.

  2. Prompt—Set the review asking message the customers will receive.

  3. Review Sites—Organize the sites in the order from where you want to receive surveys.

  4. Review and Submit—Finalize the survey or switch to Default Setup.

Create a Recommended SMS survey
  1. In the Overview step:

    1. Enter the Survey Name.

    2. Select Business Units for the survey. If you want to make changes to a location, click Manage Locations. Note: You can’t use the same BU in more than one survey.

  2. When you’re finished, click Continue. The Prompt step opens.

  3. In the Prompt step, select a prompt from the list. Then click Continue.

  4. In the Review Sites step, drag the Review Sites to organize them in the preferred order.

    Note: You can add and reorder only four review sites for a location.

  5. When you’re finished, click Continue.

  6. In the Review and Submit step, make sure that all the survey information looks correct. 

    1. Select Start Survey to start the survey now.

    2. Click Save and Finish Later if you want to update the survey at another time. 

    3. To make changes to your template, click Edit.

    4. If you want more options for the survey, click Switch to Default Setup and confirm to proceed to Default Setup.


Use Default Setup to create an SMS survey

  1. Go to the navigation bar and click Marketing > Review Generation. Note: You can create surveys from Monitoring and Review Generation in Marketing.

  2. Click Create Survey. The Create Survey page opens.

  3. To create a basic SMS survey, select Default Setup.

  4. Click Next. The Default Survey Setup opens.

In Default Survey Setup there are four steps you need to take to send a survey to your customers:

  1. Overview—Detailed information for your SMS survey, including the survey name and type, event triggers, and more.

  2. Prompt—Set the SMS message asking the customers to answer the review.

  3. Review Sites—Organize the sites in the order from where you want to receive SMS surveys.

  4. Review and Submit—Finalize and start the SMS survey.

Create a Default SMS survey
  1. The first step to set up the default SMS survey is to enter details in the Overview step: 

    1. Create a new SMS Survey Name.

    2. Select SMS Survey for survey type.

    3. Click the Trigger dropdown and select an event trigger. Note: The Job Complete trigger is selected by default.

    4. To resend a survey that has no clicks, turn on the Enable toggle and specify the number of days to wait to resend the SMS.

    5. Select the individual Business Units to which the survey applies. Note: You can’t use the same BU in more than one survey.

    6. If you want to make changes to a location, click Manage Locations.

    7. When you’re finished, click Continue. The Prompt step opens.

  2. In the Prompt step:

    1. Turn on the Include Logo toggle to enable viewing your logo in the SMS survey. If the selected BU’s location doesn’t have a logo, you will be prompted to include one. Note: Include Logo is inactive by default. 

    2. Edit the message in Message Text. Note: Use merge tags to automatically populate information, such as the customer’s first name, by dragging the tag into the message.

  3. When you’re finished, click Continue. The Review Sites step opens.

  4. Organize the Review Sites in the preferred order by dragging and dropping them within the list. Add new sites, if necessary. Note: You can add and reorder only four review sites in a location.

  5. When you’re finished, click Continue. The Review and Submit step opens.

  6. If everything is correct in the final step of the default survey setup, click Start Survey.

  7. Click Save and Finish Later if you want to update the survey at another time. To make changes to your template, click Edit.

    Note: Your SMS surveys are sent as soon as the next job in one of the BUs which you chose is completed.


Use Advanced Setup to create an SMS survey

To create an SMS survey using Advanced Setup, you are required to first enable the Advanced Survey Creation feature. Note: We don’t recommend using Advanced Setup because it leads to a decrease in the number of generated reviews.

  1. Go to the navigation bar and click Settings > Marketing Pro > Reputation Management.

  2. Turn on the Enable Advanced Survey Creation toggle. Now, you can go to Reputation to create advanced surveys.

To create advanced SMS surveys:

  1. Go to the navigation bar and click Marketing > Review Generation. Note: You can create surveys from Monitoring and Review Generation in Marketing.

  2. Click Create Survey. The Create Survey page opens.

  3. To create a survey with advanced options, select Advanced Setup.

In Advanced Survey Setup, there are six steps you need to take to send a survey to your customers:

  1. Overview—Detailed information for your SMS survey, including the survey name and type, event triggers, and more.

  2. Segment—Set the Business Units for the SMS survey.

  3. Prompt—Set the SMS message asking the customers to answer the review.

  4. Rating—This step is active for Internal Feedback only.

  5. Review Sites—Organize the sites in the order from where you want to receive SMS surveys.

  6. Review and Submit—Finalize and start the SMS survey.

Create an Advanced SMS survey
  1. In the Overview step:

    1. Create a Survey Name.

    2. Select SMS Survey for survey type.

    3. If you want to display your listing links on a landing page, select Landing Page.

    4. If you want to receive internal feedback in addition to the reviews on the listings, select Internal Feedback. Note: Activating the landing page and internal feedback for your survey affects your review volume.

    5. Click the Trigger dropdown and select an event trigger. Note: The Job Complete trigger is selected by default.

    6. To resend the survey if no action has been taken by the customer, turn on the Enable toggle and specify the number of days to wait to resend the SMS.

    7. When you’re finished, click Continue. The Segment step opens.

  2. In the Segment step:

    1. Select the individual Business Units to which the survey applies. Note: You can’t use the same BU in more than one survey.

    2. If you want to make changes to a location, click Manage Locations.

    3. To better target audiences, select Advanced filtering. This activates the filters in the Segment step. Note: Adding many filters decreases the number of targeted homeowners and by that it may decrease the reviews generation rate.

    4. Select the Customer Type.

    5. Specify if you want to include or exclude selected job types, zones, and job tags from the SMS survey.

    6. Select the job types, zones, and job tags from the dropdown.

    7. Select the date range of excluded last review requests. Tip: To not cause inconvenience to a list of customers who received review requests within the specified time range, you can select to exclude them from the present SMS survey.

    8. Add the Sold Threshold Range.

    9. When you’re finished, click Continue. The Prompt step opens.

  3. In the Prompt step:

    1. Turn on the Include Logo toggle to enable viewing your logo in the SMS survey. If the selected BU’s location doesn’t have a logo, you will be prompted to include one. Note: Include Logo is inactive by default. 

    2. Edit the message in Message Text. Note: Use merge tags to automatically populate information like the customer’s first name by highlighting the tag and dragging it into the message.

  4. When you’re finished, click Continue. The Review Sites step opens.

  5. Organize the Review Sites in the preferred order for landing page and non-landing page surveys by dragging and dropping them within the list. Add new sites, if necessary. Note: You can add and reorder only four review sites in a location.

  6. When you’re finished, click Continue. The Review and Submit step opens.

  7. If everything is correct, click Start Survey. Click Save and Finish Later if you want to update the survey at another time. To make changes to your template, click Edit. Note: Your SMS surveys are sent as soon as the next job in one of your chosen BUs is completed.

  8. If you want to create another SMS survey, you can choose to create a recommended SMS survey at once by clicking Switch to Recommended Setup. 

  9. Confirm to proceed to Recommended Setup.

Note: For SMS surveys with no landing page and internal feedback, the Rating step is inactive.

Add a landing page to your survey

If you select Landing Page when creating your SMS text message, you can customize how the text message appears to your customer.

To add a landing page to your SMS survey:

  1. In the Overview step, provide the required information as mentioned in Create SMS surveys, and select Landing Page.

    Note: If you select Landing Page, the Review Sites step data changes and it shows the fields you can see on the landing page.

  2. When you’re finished, click Continue.

  3. In the Segment step, select the BUs, to better target audiences, select Advanced filtering and add filters. Also, select Customer Type, include and exclude selected job types, zones, and job tags, select the date range of excluded last review requests and add the sold threshold range. This is mentioned in detail in Use Advanced setup to create an SMS survey.

  4. When you’re finished, click Continue.

  5. In the Prompt step, turn on the Include Logo toggle if you want, then edit the text message and add tags.

  6. When you’re finished, click Continue.

  7. In the Review Sites step, enter the Headline and Body Text.

  8. Then, drag and drop the Review Sites to organize them in the preferred order or add new sites.

  9. When you’re finished, click Continue.

  10. Review your template. If everything is correct, click Start Survey. Click Save and Finish Later if you want to update the survey at another time. To make changes to your template, click Edit. Note: Your SMS surveys are sent as soon as the next job in one of your chosen BUs is completed.

  11. If you want to create another SMS survey you can choose to create a recommended SMS survey at once by clicking Switch to Recommended Setup.

  12. Confirm to proceed to Recommended Setup.

Add internal feedback

If you chose to include a landing page in your SMS survey, you can also choose to include Internal Feedback. When selecting this option, customers can send negative surveys feedback or surveys that you don’t want people to see on your review sites directly to you and not post them in the listings.

  1. In the Overview step, provide the required information as mentioned in Create SMS surveys and select Landing Page and then Internal Feedback.

    Note: If you select Internal Feedback, the Rating step becomes active.

  2. In the Rating step, turn on the Show Technician Information toggle if you want the technician’s details to be included.

  3. Enter the Message Text. Note: Use merge tags to automatically populate information like the customer’s first name by highlighting the tag, and dragging it into the message.

  4. Choose whether you want to enable a Review Filter. If this is enabled, select a Rating Threshold. For reviews that fall below your selected threshold, provide the primary and alternate email addresses. Reviewers can use these addresses to send you negative reviews so you can respond to them directly. For example, if you select the Rating Threshold as Ok and Below the system shows to the customers the Send negative responses to: entered email address to send their negative reviews.

  5. In the Review Sites step, enter the Headline and Body Text.

  6. Organize the Review Sites in the preferred order by dragging and dropping them within the list. Add new sites, if necessary. Note: You can add and reorder only four review sites in a location.

  7. Click Continue and finish the SMS survey creation.


Pause and start a survey

If you want to stop sending survey prompts for completed jobs, you can do so at any time. To pause an SMS survey prompt:

  1. Go to the navigation bar and click Marketing.

  2. In the side menu, click Review Generation.

  3. Click Pause on the survey you want to pause. The Confirm Pause page opens.

  4. Click Pause.

Note: To resume sending a survey prompt, click Start on a survey you previously paused.


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