Service Titan Knowledge Base

Customer doesn’t receive other emails in the sequence of the Marketing Pro email campaignLast updated on 07/11/2022

Marketing Pro email campaigns can be configured to send multiple emails in a sequence. If desired, campaigns can also be set up to stop sending any remaining emails in the sequence if the customer leaves the audience, calls the campaign’s assigned tracking number, books a job from a call to the campaign tracking number, or opens the campaign email.


Problem

Marketing Pro email campaigns can be configured to send multiple emails in a sequence. However, customers may not receive any emails after the first one in the sequence if the campaign is configured to have stop triggers. Follow the troubleshooting steps to resolve the issue.


Solution

Campaign stop triggers

Marketing Pro email campaigns can be configured to send multiple emails in a sequence. However, certain campaign settings can prevent the delivery of all the emails in the sequence.

Customers will not receive any additional emails in the campaign sequence if they leave the audience and the Stop sending emails when a customer leaves the audience setting is enabled for that campaign. Additionally, customers won’t receive any additional emails in the sequence if there’s a Send emails until trigger set up for the campaign and the customer meets the trigger criteria before the remainder of the emails in the sequence have been sent.

Check the campaign’s setup, and then clone, adjust settings, and re-launch if needed.

  1. In ServiceTitan, click the speaker icon to access the Marketing Pro module.

  2. Go to the Pro Campaigns page and find and click the campaign in question.

  3. Find the SEND UNTIL section at the top of the campaign scorecard. 

    1. If Stop sending emails when customer exits Audience criteria appears, then this explains why customers that left the audience and no longer met the criteria may not have received any additional emails in the sequence after the first email.

    2. If either the Call Created, Job Booked, or Email Opened options are selected under the Send emails until section, check the customer’s profile to confirm that they’ve met the assigned stop trigger.

      1. If Call Created is selected and the customer calls into the tracking number assigned to the campaign, the customer won’t receive any remaining emails. 

      2. If Job Booked is selected and the customer schedules a job with this campaign assigned, they will not receive any remaining emails.

      3. If Email Opened is selected and the customer opens the email they received from this campaign, any remaining emails will not be sent.

      Note: The Send emails until and Stop sending emails when customer exits Audience criteria are only intended for use with campaigns that have more than one email in the sequence. If there’s only one email in the campaign sequence, then these settings do not apply.

  4. If the options mentioned in Step 3 aren’t enabled, or the customer doesn’t meet the stop trigger criteria, reach out to the ServiceTitan Support Team for further assistance. If a stop trigger setting does appear as enabled, stop the current campaign (if it’s still in Live status), and if needed, clone and relaunch the clone without the original stop trigger. The Marketing Behavior audience filter can be used to prevent customers that already received the initial campaign from receiving the clone.


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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.