A customer isn’t appearing in the Marketing Pro audience as expectedLast updated on 05/12/2023

This article helps you understand when there are discrepancies with customers appearing in a Marketing Pro audience.

Check the audience builder AND or OR logic
Check the Email Suppression settings
Clone the audience or re-create from scratch

Problem

Customer isn’t appearing in a Marketing Pro audience as expected.

Solution

Targeting specific groups of customers in Marketing Pro audiences requires an understanding of the basic audience grouping logic. Other factors that can influence whether or not a customer appears in an audience can include syncing discrepancies or email suppression settings. Before solving the issue, here are things to know:

To easily target just one customer, for example, if you're testing a live campaign and only need your one test customer to receive the email, create a custom tag, add it to the one customer's profile, and then set the tag as an inclusion filter in the audience.
If a customer has either Do Not Send Promotional Marketing Emails, Do Not Mail, or Do Not Service checked on their profile, they will be suppressed and will NOT appear in Marketing Pro audiences at all.

To solve the issue, try these troubleshooting steps:

Check the audience builder AND or OR logic
Check the Email suppression settings
Clone the audience or re-create from scratch

Check the audience builder AND or OR logic

The Marketing Pro audience builder uses different types of logic, that is the AND or OR logic, depending on how the audience groups are structured. See the example below:

The OR logic is used when multiple criteria are grouped under separate headers. In the above example, customers will be considered if they’re either residential or have active memberships. They don’t have to fulfill both criteria at the same time.
The AND logic is used when multiple criteria are grouped under the same header. The example above will consider only customers that are both residential and have an active membership. With this setup, the customer has to meet all of the criteria at the same time.

Depending on which customers should be included or excluded, take a look at the audience filter groupings and make sure they fit the intended logic type.

To do that:

In ServiceTitan, go to the navigation bar and click Marketing Pro.
Go to Audiences.
Click the three dots to the right and select Edit for the audience that has an issue.
Determine what type of customer the campaign is marketing to.
1. For example, if the campaign needs to target just residential customers with a certain active membership type, then AND logic will be helpful since it will only consider customers that match both criteria.
Make sure the criteria are grouped correctly based on the desired logic.
1. In the earlier example, since AND logic helps target the active membership residential customers, that means the residential Customer Type filter can be added to the same Group header with the active Membership Status and the Membership Name filters.
If it seems like the audience reach number is not correct with a certain grouping logic, try the other audience logic type and see if that has the desired effect.

If the filters are already grouped correctly, see the Check the Email Suppression settings workflow.

Check the Email Suppression settings

Check the Marketing Pro settings to see which suppression options are enabled, such as Double Opt-In, Opt-Out, or general email suppression. These settings help improve deliverability from your email domain and reduce spam rates. However, they can automatically suppress customers even if they meet all the inclusion criteria.

If a customer doesn’t appear in the audience even if they meet all the inclusion criteria, check whether or not they are in the Suppression List. Note: The Suppression List prevents customers from receiving any Marketing Pro emails.

To check if the customer is suppressed:

Go to the customer’s profile.
Click Edit.
In the Edit Customer page, find the Do not send promotional marketing emails, Do Not Service, and Do Not Mail boxes. Note: If either the Do not send promotional marketing emails, Do Not Service, or Do Not Mail box is selected, this will automatically place the customer in the Suppression List and they won’t appear in Marketing Pro audiences.
If any of the Do not… boxes are selected:
Deselect the box.
Save and refresh the audience to see if the customer appears. If the Do not…boxes are not selected:
Scroll down to the bottom of the Edit Customer page.
In the Contacts section, find the customer's email.
Check whether or not Marketing Updates is enabled.
If Marketing Updates is disabled, the specific email isn’t enabled for Marketing Pro.
Enable Marketing Updates.
Save and refresh the audience.

If this doesn’t solve the issue, check whether or not Double Opt-In is enabled. Note: If Double Opt-In is enabled, customers should be tagged as Opted In to receive Marketing emails.

To check for Double Opt-In:

In ServiceTitan, go to the navigation bar and click Settings.
Go to Marketing Pro > Email.
Scroll down to the Double Opt-In section.
If Double Opt-In is enabled:
Go to the customer’s profile and look for the Opted In tag. If the tag is not on the customer profile:
Make sure to get the customer’s consent first to comply with email spam laws.
Edit their profile and add the Opted In tag.

If the tag is already on the customer profile and they still don’t appear in the audience, check whether or not Opt-Out is enabled in the Marketing Pro settings. Note: 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.

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.
If Opt-Out Message is enabled:
Go to the customer’s profile and look for the Email Dormant tag.
If the tag is on the customer’s profile:
Make sure to get the customer’s consent.
Edit their profile and delete the Email Dormant tag.

If the tag is not on their profile, see the Clone the audience or re-create from scratch workflow.

Clone the audience or re-create from scratch

The audience builder doesn’t always sync in real-time during the day. How the audience builder works is it will check the customer base nightly to see whether or not any new customers can be included in existing audiences and then prepare live audiences for next-day campaign launches.

If the audience in question is older and was already used in previous Marketing Pro campaigns, this means 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/left the audience between the 1st campaign and the newer campaign, the actual recipient list for that audience will NOT update, even if the total reach in the audience builder does look correct & up-to-date for newer campaigns.

Cloning or re-creating the audience can sometimes help to solve any audience discrepancies or syncing issues.

To clone the audience:

In ServiceTitan, go to the navigation bar and click Marketing Pro.
Go to Audiences.
Click the three dots next to the audience that has an issue.
Select Clone.
Name the cloned audience.
Click Continue.
Check the Total Reach number to see whether or not the discrepancy is still there.