Service Titan Knowledge Base

Manage Marketing CampaignsLast updated on 08/26/2022

Using Marketing Pro helps you create automated or one-time campaigns to facilitate marketing communication with your customers. Additionally Marketing campaigns are the heart of your marketing operations. In Campaigns, you can create, edit, clone, and archive your marketing campaigns.

Things to know

  • Automated vs. one-time campaigns: 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.

  • Campaigns built-in NEXT will not be sent to any customers. If you want to test new Marketing Pro features, building campaigns in the NEXT environment is a great way to learn without potentially sending your customers content that isn’t ready yet. For more information, see Using ServiceTitan NEXT.

Campaigns Dashboard

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

  2. In the Campaigns window, go to the Automated and One-time campaigns table.

  3. In the table, you can view campaign details:

    1. Name—Unique name of the campaign

    2. Channel—Channel through which the campaign launched

    3. Status—Campaign status based on its progress from the date you created it. Campaigns fall under one of five statuses:

      • Draft—Unfinished and not ready for launch.

      • Scheduled—Complete and ready for launch. Scheduled campaigns will automatically begin on their launch date at 6:00 AM local time unless a different delivery time was entered

      • Live—Actively sending marketing content to customers. Once live, campaigns cannot be edited, although they can be cloned.

      • Finished—Sent all scheduled emails.

      • Stopped—Manually stopped by a user before sending all associated marketing content. Once stopped, campaigns cannot be relaunched. You can clone stopped campaigns to build a new, but similar campaign.

    4. Campaign type—Type of campaign chosen when creating a campaign. Types include

      • Unsold Estimates—Target customers with open estimates

      • Memberships—Reach out to customers whose memberships will expire soon

      • Aging Equipment—Target customers who have and use specific, aging equipment at their location and may need service or upkeep for the equipment

      • Idle Account—Follow up with customers who show no recent activity in ServiceTitan

      • Newsletter—Reach out to customers with your promotions, announcements, and updates with a monthly newsletter

      • Other—Any campaign that doesn’t fit into the other types

      • Thank You—Reach out to customers you serviced to let them know you appreciate them

      • Customer Welcome—Reach out to new customers

      • Recurring Service—Reach out to customers to remind them they’re due for services

      • Last modified—The date the campaign was created

Campaign actions

Click the name of an email campaign to see an overview of the campaign. Depending on the status of the campaign, you can:

  • Click Moremore at the top of a live email campaign details to clone, stop, or archive the campaign.

  • If the email campaign is not live, click the campaign name or click More more to finalize and launch your campaign.

Create campaigns
  1. Go to the navigation bar and click Marketing > Pro campaigns. Note: You can create campaigns from Marketing Overview, Email, Direct Mail, Dashboard, and Campaigns.

  2. Click Create Campaign and choose to create:

    1. An Email Campaign—For more information, see Create email campaigns.

    2. A Direct Mail Campaign—For more information, see Create Direct Mail campaigns.

    3. An SMS Text Message - Recurring Service Event Follow-Ups—For more information, see Create Recurring Service Campaigns using SMS.

Edit a campaign

You can only edit campaigns that are in draft mode. Once a campaign is live, has finished, or has been stopped, it can no longer be edited.

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

  2. Find the campaign you want to edit.

  3. Click Moremore and select Edit. Note: Edit is unavailable:

    • If the campaign is live, has finished, or has been stopped. In this case, you can clone and edit it. See Clone a campaign.

    • If the campaign is scheduled. In this case, you should revert the campaign to draft, then make the updates.

  4. Editing a campaign will return you to the Create email campaigns, Create Direct Mail campaigns, and Create Recurring Service Campaigns using SMS workflows. Follow the same steps and update campaign details as needed. Note: When in the Select Audience step, the page opens directly where the selected audience name is located. For example, if the audience you selected is on page three when you move between campaign steps, you are directed to page three at once.

  5. When you’re finished, click Continue.

  6. Schedule the campaign for launch if you’re ready. If you want to save your campaign and work on it later, click Save as Draft.

Change a campaign template

You can change the templates your campaign uses as long as the campaign hasn’t launched yet. To change a campaign template:

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

  2. Find the email campaign you want to edit.

  3. Click More and select Edit.

  4. Click Next until you get to Step 3: Build Email Sequence.

  5. Hover over the template and click Edit.

  6. Click Back to Template Selection.

  7. Select a new template for your email campaign.

  8. Click Switch to This Template, then complete building your email campaign. Tip: Use the filters and search to find the template that you want to use.

View, clone, archive, and unarchive campaigns

You can archive a campaign that’s currently running. For more information, see Manage Marketing Pro functions.

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.