Service Titan Knowledge Base

Online estimate link didn't generate when using {{online_opportunity_link}} merge tag in email templateLast updated on 05/12/2023

ServiceTitan’s Marketing Pro allows users to add the {{online_opportunity_link}} merge tag in email templates. When a campaign email with that merge tag is sent to customers who have an open estimate, the merge tag in the email will automatically generate a unique link to each customer’s Online Estimates portal.


Problem

In some situations, the {{online_opportunity_link}} merge tag won’t generate a link to the customer’s Online Estimates portal. Follow the steps below to troubleshoot the issue.


Solution

There are several reasons why the {{online_opportunity_link}} merge tag may not generate a link to the Online Estimates portal in the recipient’s email. Follow the workflow steps below to help troubleshoot the issue.

  1. Was the email generated from a test send or from a Live campaign?

  2. What type of estimate does the recipient have?

  3. Testing the {{online_opportunity_link}} merge tag


Was the email generated from a test send or from a Live campaign?

Test emails sent outside of live campaigns are unable to generate real customer data from merge tags. If the email with the {{online_opportunity_link}} merge tag was sent as a test, then the online opportunity link won’t generate at all because there's no attached customer information in the test send modal for the system to pull from to create an online estimates link.

If you’d like to test the merge tag to see what it’ll look like for recipients, move on to the Testing the {{online_opportunity_link}} merge tag section to see the recommended workflow.

If the email was not generated from a test, move on to the What type of estimate does the recipient have? section.


What type of estimate does the recipient have?

Non-job estimates (i.e. call booking estimates, location opportunity estimates, membership renewal estimates) are NOT included in the Online Estimates portal at all. If a Marketing Pro email with an online opportunity link merge tag is sent to a customer with only non-job estimates, the link will not generate at all because the system doesn't see any eligible job-created estimates to link to. If the recipient does have a valid job-created estimate on their profile, make sure the estimate is in an Open status in a Not Attempted, Contacted, or Unreachable opportunity. To test the merge tag with job-created estimates & see what it’ll look like for recipients, move on to the Testing the {{online_opportunity_link}} merge tag section to see the recommended workflow.


Testing the {{online_opportunity_link}} merge tag

Follow the steps below to test the online opportunity link merge tag.

  1. In ServiceTitan, use a test customer profile and save your email address to it (make sure the customer profile & email aren’t suppressed from receiving marketing emails).

  2. Book a job on that test customer, and create an estimate directly on the test job. Keep the estimate in an Open status and the opportunity in a Not Attempted status.

  3. Create an email campaign in the Marketing Pro module, and add the {{online_opportunity_link}} merge tag to the campaign’s email template.

  4. Create an audience that’s only targeting your 1 test customer.

Note: You can create a unique tag type (Settings > Operations > Tag Types) just for this purpose. Add the unique tag to your customer’s profile and then add that tag as an inclusion group in your audience.

  1. Launch the email campaign, and check your inbox.

  2. If the campaign email still doesn’t generate an online opportunity link, reach out to ServiceTitan Support 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.


Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.