Service Titan Knowledge Base

Marketing Pro Audience Builder is missing tag filter optionsLast updated on 08/29/2022

ServiceTitan’s Marketing Pro Audience Builder can filter for certain tag types, such as job tags or customer/location tags. This article helps you understand why tag types sometimes don’t appear as a filter option in Marketing Pro Audience Builder.


Problem

Tag types that exist in Settings, that is in Settings > Operations > Tag Types, sometimes they don't appear as a filter option in Marketing Pro Audience Builder.


Solution

Before solving the issue, here are things to know:

  • Only tags in the Tags field on the Edit Location/Customer/Job/Equipment pages will appear in the Audience Builder. The exception is membership tags, where a membership tag will appear as a filter option in the Membership Tag field as long as it’s saved in an active Membership Type.

To solve the issue, follow the Check whether or not the tag is assigned to an entity workflow.


Check whether or not the tag is assigned to an entity

Tags will only appear as filter options in the Marketing Pro Audience Builder if they already exist in the Tags field of the Edit page of whichever entity the user is trying to filter the tag for. If the tag does not appear as an option in the Audience Builder, this indicates there’s no entity that has the tag assigned to it yet.

Note: You can use the Search to confirm whether or not there’s an entity that has the tag assigned. Then once a user adds the tag to, for example, a customer profile, then they should be able to see the tag appear as an option in the Audience Builder’s Customer Tag filter.

To do that:

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

  2. From the dropdown field, select the entity that you are filtering for in the audience builder.

  3. From the Tag dropdown, select the tag type that should appear as a filter.

  4. Click the Search icon to run the search.

  • If there are no results, then this explains why the tag isn’t appearing as a filter option in the Audience Builder. In this case, the tag type should be saved in the Tags field on an entity in order to appear as a filter option for that entity in the Audience Builder.

  • If there are search results for that entity/tag but the tag still doesn’t appear as a filter option, then please contact the Support Team for further assistance.


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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.