Service Titan Knowledge Base

Marketing Pro email campaign not sent to any customers or was sent to a much smaller number of recipients than the potential audience reachLast updated on 09/27/2022

This article provides troubleshooting steps to help determine why Marketing Pro email campaigns appear to have been sent to fewer customers than expected.


Problem

Marketing Pro email campaigns can appear to have been sent to a smaller audience than expected due to several different factors, such as audience or suppression settings.


Solution


Marketing dashboard launch date

The Marketing Pro dashboard defaults to only show analytics within the last 30 days. Check the campaign’s Launch Date and see if it’s within the last 30 days, or adjust the dashboard date range if necessary.

  1. Go to Marketing > Pro Campaigns, and click the campaign in question.

  2. Locate the campaign’s Launch Date and then compare it with the date range at the top of the Dashboard.

  3. If the campaign’s Launch Date is outside of the Dashboard date range, change the Dashboard date range to include the Launch Date and see if the Sent numbers increase.

  4. If the campaign Sent numbers don’t increase or the Launch Date is already included in the Dashboard date range, move on to the Clone campaign and check audience reach breakdown section.


Clone campaign and check audience reach breakdown

The Select Audience step of the email campaign builder will show a detailed breakdown of the potential customer reach for the campaign’s associated audience. Clone the affected campaign, then view the breakdown on the Select Audience step to get a better idea of how many of the audience’s email contacts are reachable. The breakdown shows if the audience reach is being affected by factors, such as customers either not having an email on file, manually unsubscribing from your company’s marketing emails, or automatically being opted out of campaigns due to your Marketing Pro suppression settings.

  1. Go to Marketing > Pro Campaigns and locate the campaign in question.

  2. Click the three dots next to the campaign and select Clone.

  3. In the campaign builder for the cloned campaign, select a Launch Date, and click Next to move to the Select Audience step.

  4. Note the breakdown on the right side of the Select Audience step for the selected audience. This provides more insight as to why some or all of the customers in the audience may not have received the campaign email. 

  5. If the audience reach breakdown is not 0 or is not lower than expected, reach out to the ServiceTitan Support Team for further assistance. If the audience reach breakdown is 0 or a lot lower than expected, move on to the next Email suppression settings section.


Email suppression settings

As seen in the above section, the actual audience reach of a campaign can decrease from the potential reach depending on how your Marketing suppression settings are configured. Check the Marketing Pro settings to see if either Double Opt-In or Opt-Out are enabled. These settings help improve deliverability from your email domain and help reduce spam rates. However, they can automatically suppress customers from receiving campaign emails even if they meet all the audience inclusion criteria.

If Double Opt-In is enabled, customers are required to have the Opted In tag on their customer profile in order to receive Marketing emails.

  1. To check for Double Opt-In:

    1. In ServiceTitan, go to the navigation bar and click Settings.

    2. Go to Marketing Pro > Email.

    3. Scroll down to the Double Opt-In section.

    4. If Double Opt-In is on, the Opted In tag will be applied automatically if customers choose to opt-in. However, if the customer has not opted in but needs to be receiving Marketing emails, then the tag may be manually added to the customer’s profile if the customer provides consent (in order to be compliant with CAN-SPAM laws).

    5. The Double Opt-In setting can also be toggled OFF completely if desired, which means all customers will then be open to Marketing Pro emails as long as they aren’t suppressed in any other way.

If Double Opt-In is not enabled, check whether or not Opt-Out is enabled in the Marketing Pro settings. If Opt-Out is enabled and the Auto-suppress dormant emails setting option is selected, then customers that are tagged as Email Dormant can still appear in audiences but will not receive any Marketing emails.

2. To check for Opt-Out:

  • In ServiceTitan, go to the navigation bar and click Settings.

  • Go to Marketing Pro > Email.

  • Scroll down to the Opt-Out Message section.

  • The Email Dormant tag will be applied automatically if customers do not open Marketing emails within the customizable timeframe. However, the tag may be manually removed from the customer’s profile if the customer provides consent (in order to be compliant with CAN-SPAM laws).

  • The Opt-Out setting can also be toggled OFF completely if desired, which means all customers will then be open to Marketing Pro emails as long as they aren’t suppressed in any other way.

3. If any of the above suppression settings are enabled and you turn them off, you can use the cloned campaign from steps 1 - 3 of the Clone campaign and check the audience reach breakdown section, re-create the audience from scratch, and launch the Clone campaign with the new audience. Make sure to stop the initial affected campaign as well if it’s still in Live status. Note: You can add a Marketing Behavior exclusion filter in the audience of the cloned campaign to exclude any customers that were already sent the initial affected campaign.

4. If the suppression settings are already not enabled, move on to the Audience age section.


Audience age

If the audience in question is older and is already used in previous Marketing Pro campaigns, then that audience is locked into the initial customer recipient list that was generated at the time the very first campaign associated with the audience was launched.  If the same audience is reused for newer campaigns and customers should have entered or left the audience between the first campaign and the newer campaign, the actual recipient list for that audience will NOT update, even if the total audience reach does look correct and up-to-date for newer campaigns.

You can clone the campaign, recreate the audience from scratch, and launch the clone with a new audience. Make sure to stop the initial affected campaign as well if it’s still in Live status.


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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.