Service Titan Knowledge Base

Reputation review survey request did not sendLast updated on 01/22/2023

This article will provide troubleshooting steps to help determine why a Reputation review survey request did not send.


Problem

For companies with Reputation Management, some customers may not receive review survey requests as intended. Follow the troubleshooting steps below to help determine why a review request may not have been sent.


Solution


Confirm whether review request SMS was sent

Use the SMS search to help confirm whether or not a review request text was actually generated and sent out from the system.

  1. Go to Marketing Pro > Reputation > Review Generation.

  2. Click Edit for the review generation survey that should have been sent for the job in question.

  3. Copy a generic section of the text message from the Preview (for example, if the text preview says Hi Tracy, we’d like to know how did Charles Brown do in completing your request? Rate and review the service you received here: goo.gl/7DFK99, then just copy the Rate and review the service section). 

  4. From the ServiceTitan navigation bar, go to the main Search page.

  5. Select the SMS search option, paste the text copied from step 3 of this section into the Message field and paste the job number in question into the Job Number field.

  6. Run the search.

  7. If a review request text was sent, the exact SMS message should appear in the Search results. If the recipient is saying they did not receive the text, reach out to the Support Team for further investigation. If the SMS Search doesn’t populate any results, then move on to the next section.


Confirm whether job met review generation criteria

If the review generation survey is set up with specific criteria, such as certain business units, job types, tags, or sold thresholds, then the job will need to have met the specified review generation criteria before a survey can be triggered. For example, if the Segment page in step 3 of the review generation builder is set up with a Sold Threshold Range greater than $500 and a Business Unit of Electrical - Sales, then the completed job also needs to have an invoice total greater than $500 and an Electrical - Sales BU in order for a review to be triggered.

  1. Go to Marketing Pro > Reputation > Review Generation.

  2. Click Edit for the review generation survey that should have been sent for the job in question.

  3. Click Continue to see the Segment step (note all of the job criteria that’s required to trigger a review).

  4. Go to the completed job in question and make sure the job meets all of the criteria from step 3, including any Advanced filters. Example of a job that meets Segment criteria:

  5. If the job in question does not meet the Segment criteria, then this is why the review request was not sent. If the job does meet the Segment criteria and the review request is an SMS-type survey, move on to the next section.


Check customer contact configuration

Reputation Management, similar to Marketing Pro campaigns, will only send to contacts on customer profiles, not location profiles. In addition, the phone number has to be a mobile number, not a landline, and the Job Notifications toggle on the customer profile has to be enabled - the Job Notifications toggle on the job page is not considered for Reputation review requests.

  1. Go to the job page in question and look for the following:

    1. The customer’s number is saved under the Bill-To customer profile.

    2. There’s a green bell icon next to the phone number, not a red bell icon.

    Note: Here’s an example of a Bill-To customer profile phone number with job notifications enabled (bell icon is green):

  2. If any of the conditions in step 1 above aren’t met, make any necessary changes and try resending the review request. If the above conditions were already met, move on to the next section.


Check if logo is enabled

Companies can enable their logo on the Prompt step of the Review Generation builder. If the logo is enabled to send with the review request, then this makes the review request text an MMS-type message (i.e. any text message with an attached media file). MMS messages can only be sent through local (non-toll-free) tracking numbers. First, check whether the logo is enabled to send with the review request text.

  1. Go to Marketing Pro > Reputation > Review Generation.

  2. Click Edit for the review generation survey that should have been sent for the job in question.

  3. Click Continue all the way to the Prompt step and look for the Include Logo toggle.

  4. If the logo is not enabled (the toggle will be gray), reach out to our Support Team for further investigation. If the logo is enabled (the toggle will be blue), then move on to the next section.


Check if Outbound MMS is set up correctly

If the logo is enabled for the review request survey, check the ServiceTitan Phone Settings to make sure the Outbound MMS number is local and not toll-free. Texts with media attached (such as a logo) won’t be able to send if the Outbound MMS is set up as a toll-free tracking number.

  1. Click on the gear icon in the upper panel to access Settings.

  2. Next, go to Phones > Phone Numbers.

  3. Locate the Outbound MMS tracking number at the top and then find that same number in the list of Phone Numbers on that page. You can use the funnel icon in the Phone Number column to search for it directly.

  4. Check the Toll-Free column for the Outbound MMS tracking number. 

    1. If the column says Yes, then this is why review request texts aren’t being sent. Change the Outbound MMS number in the Phone Settings to one that’s non-toll-free. 

      1. If updating the Outbound MMS number doesn’t work for the review request text to send, then try turning off the logo on the Prompt page from step 3 of the above Check if the logo is enabled section, and then save the survey.

    2. If the Toll-Free column already says No, reach out to our Support Team for further investigation.

Note: After making any of the above changes, book and complete a test job for a fake customer with your mobile number saved in the profile to see if the changes worked and the review request sent.


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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.