Service Titan Knowledge Base

Set up PowerDialer campaignsLast updated on 03/22/2022

With PowerDialer, you can build automated outbound call campaigns for your customer support representatives (CSRs). You can customize these campaigns to reach targeted audiences for marketing, estimate follow-ups, membership renewals, and more.

Things to know

  • PowerDialer uses the ServiceTitan Phones Pro embedded dialer to make calls.

  • PowerDialer and ServiceTitan Marketing Pro use the same campaign builder. A campaign can be used for both PowerDialer and Marketing Pro.

  • Make sure the CSRs using PowerDialer have advanced seat Phones Pro accounts. For more details, see Create employee seats.

Create an audience

PowerDialer uses audiences to group customers based on several different criteria including ZIP code, estimate status, expiring memberships, and more. See Create a PowerDialer campaign.

Create an audience for the PowerDialer campaign you want to set up. For example, if you want to create a campaign to follow up on open installation estimates, build an audience based on estimates with the following settings:

  • Status is open

  • Opportunity status includes Not Attempted,Contacted,Unreachable

  • Job type includes all installation job types

Create a PowerDialer campaign

You can create a campaign in four steps:

  1. Add campaign details

  2. Add an audience to the campaign

  3. Assign CSRs to the campaign

  4. Add CSR experience details

Add campaign details

Create a campaign and add the basic details:

  1. Go to the navigation bar and click Settings icon-settings.png.

  2. In the side panel, go to Phones Pro > PowerDialer Campaigns.

  3. Click Create PowerDialer Campaign.

    Create PowerDialer Campaign opens.

  4. Under PowerDialer Campaign Type, select the type of campaign you want to create.

    Note: You can run marketing reports based on the Campaign Summary report template to track campaign performance.

  5. Under Details, enter a campaign name and description in the corresponding fields.

  6. When you’re finished, click Next.

    The Select Audience table opens.

Add an audience to the campaign

The Select Audience table shows all audiences used by PowerDialer and ServiceTitan Marketing Pro. The table also lists the number of phone numbers contained in each audience.

If you don’t see an audience you want to add to your campaign, click Create New and follow the steps to create an audience.

To add an audience to your campaign:

  1. Under Select Audience, select an audience to add to your campaign. Note: If you want to edit or duplicate an audience, click More icon-more.png for an audience and select Edit or Clone.

  2. When you’re finished, click Next. Assign Users To List opens.

Assign CSRs to the campaign

Assign Users To List displays a table of office employees with advanced seats in Phones Pro. The table includes other PowerDialer campaigns the employees are assigned to.

  1. Select which CSRs you want to assign to the campaign.

  2. When you’re finished, click Next.CSR Experience opens.

Add CSR experience details

When PowerDialer places a call, you can create a link for CSRs to click that opens a record relating to the campaign. For example, for a membership renewal campaign, you can set a link to open a customer’s service location record where a CSR can review memberships at that location.

To add CSR experience details:

  1. Under Page to Display During Call, click the dropdown and select a record to open when making a call. Note: If you don’t want to open a record, select No Page (Stay Where They Are).

  2. In the CSR Instructions field, enter text to display for CSRs during calls. For example, you can enter a call script or talking points (optional).

  3. When you’re finished, click Save.

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.

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.