Service Titan Knowledge Base

Click-to-call or click-to-text action buttons aren't working in Marketing Pro email templatesLast updated on 07/11/2022

This article helps determine why action buttons in Marketing Pro emails do not work correctly.


Problem

Click-to-call or Click-to-text action buttons can be included in Marketing Pro emails to prompt users to take action from the email. Action buttons may not work depending on the user’s specific device and email application.


Solution

Click-to-call or Click-to-text action buttons can be included in Marketing Pro emails to prompt users to take action from the email. However, action buttons may not work depending on the user’s specific device and email application. Essentially, the Marketing Pro email template builder allows companies to insert action buttons into their email templates, but it’s entirely up to each email provider whether they support click-to-text/call functionality in their applications. ServiceTitan doesn’t have any control over whether a user’s email app allows for click-to-text/call.

To solve the issue, use the following workflows:

  1. Check button setup

  2. Check device type

  3. Try other email applications

  4. Add tracking number to button


Check button setup

To determine whether or not the email template is set up correctly, check the button setup in the email template builder.

To do so:

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

  2. From the side menu, select Email Templates.

  3. Locate the email template that contains the button, and click Edit.

  4. In the Configure Email Template window, select the button section in the template.

  5. Check the Content Properties panel on the right:

    • If the button is for click-to-text, the Link type should be Send SMS, with the campaign tracking number entered in the Tel field without any spaces or characters.

    • If the button is for making a call, the Link type should be Make call, with the campaign tracking number entered in the Tel field without any spaces or characters.

  6. If the button action or tracking number is incorrect, fix the discrepancy:

    • Click Save.

    • From the Actions dropdown, click Send Test to test the button.

    If the button is already correct or still doesn’t work after correcting any setup errors, follow the Check device type workflow.


Check device type

Although action buttons can work on a desktop, if the browser has a call or text extension, such as Talkdesk or Dialpad installed, the buttons are mainly optimized to work when the email is viewed on mobile devices.

  1. Check if the user is viewing the email on a mobile device.

  2. If the user is not viewing the email on a mobile device, guide them to view the same email on a mobile device.

If the user is already viewing the email on a mobile device or has switched to a mobile device but the button still doesn’t work, follow the Try other email applications workflow.


Try other email applications

The functionality of action buttons also depends on the email application that the recipient uses to view the email. Essentially, the Marketing Pro email template builder allows companies to insert action buttons into their email templates, but it’s entirely up to each email provider whether they support click-to-text/call functionality in their applications. ServiceTitan doesn’t have any control over whether a user’s email app allows for click-to-text/call.

  1. If the action button isn’t working on the user’s initial mobile email application, open the email in a different email application. For example, if the user is currently using the Gmail application, guide them to use the Apple Mail application instead. Note: From testing done in June 2022, only the Apple Mail and Android Mail applications allow both click-to-text and click-to-call. The Gmail and Outlook applications do not allow click-to-text but do allow click-to-call. 

  2. Follow the steps in the Add tracking number to button section as a workaround in case a user’s email app doesn’t allow click-to-text/call functionality.


Add tracking number to button

It’s recommended to type the tracking number in the action button as a failsafe. For example, enter Click here to call us at 888-888-8888 instead of Click here to call. This way, the user can still copy and paste the number on their phone in case their email application doesn’t support the click-to-call or click-to-text functionality.

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

  2. From the side menu, select Email Templates.

  3. Locate the email template that contains the button, and click Edit.

  4. In the Configure Email Template window, highlight the button section in the template and type the campaign’s tracking number into the button.

  5. Click Save.


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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.