--- title: "Configure customer profiles for marketing campaigns" slug: "configure-customer-profiles-for-marketing-campaigns" updated: 2026-10-16T00:48:18Z published: 2026-10-16T00:48:18Z canonical: "help.servicetitan.com/configure-customer-profiles-for-marketing-campaigns" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Configure customer profiles for marketing campaigns ## Overview Learn the requirements to successfully send different types of content from your marketing campaigns. Understanding these requirements helps ensure your campaigns reach your intended audience. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Primarily benefits Commercial Service and Replacement business types and Residential Service and Replacement business types - Applies to all trades #### Feature configuration - To get started with Marketing Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). ## ## Direct Mail campaigns To send direct mail, the customer profile must: - Have a valid address. - Not have either the **Do not mail** or **Do not service** checkboxes selected on the *Edit Customer* screen. ## Email campaigns To send emails, the customer profile must: - Have a valid email address that is not on the [email suppression list](/roofing/docs/manage-the-suppression-list). - Have **Marketing Updates** selected on the *Edit Contact Methods* screen. - Not have any of the following options selected on the *Edit Customer* screen: **Do not mail**, **Do not service**, or **Do not send promotional marketing emails**. For Marketing Pro v1 only, you must also: - Have the *Opted In* tag if **Double Opt-In** is enabled in **Settings > Marketing Pro > Marketing**. - Not have the *Email Dormant* tag if **Opt-Out Message** is enabled and **Auto-suppress dormant emails** is selected in **Settings > Marketing Pro > Marketing**. ## SMS Text Message - Transactional Campaigns To send transactional SMS text messages with Marketing Pro, the customer profile must: - Have a mobile phone number. - Have both the **Marketing Updates** and **Job Notifications** checkboxes selected for that number on the *Edit Contact Methods* screen. - Not have either the **Do not mail** or **Do not service** checkboxes selected on the *Edit Customer* screen. To send transactional SMS text messages without Marketing Pro, the customer profile must: - Have a mobile phone number. - Have **Job Notifications** selected for that number on the *Edit Contact Methods* screen. - Neither the **Do not mail** nor **Do not service** checkboxes selected on the *Edit Customer* screen. ## SMS Text Message - Marketing Campaigns To send marketing SMS text messages, the customer profile must: - Have a mobile phone number. - Have **Marketing Updates** selected for that number, and the **Marketing SMS Opt-In** status set to **Opted-In** on the *Edit Contact Methods* screen. **Note:** *Only your customers can set their opt-in status for marketing SMS text messages.* - Not have either the **Do not mail** or **Do not service** checkboxes selected on the *Edit Customer* screen. ## ## FAQ --- ### #### How can I manage customer opt-ins for marketing messages? You can manage your customers' [notification preferences](/roofing/docs/set-notification-preferences-for-customers) for marketing updates through their contact methods. If *Double Opt-In* is enabled in your [Marketing Pro settings](/roofing/docs/manage-marketing-pro-settings), customers must also have the *Opted In* tag on their customer profile to receive marketing emails. If *Opt-Out Message* is enabled in your Marketing Pro settings and *Auto-suppress dormant emails* is selected, customers can’t receive marketing emails if their customer profile has the *Email Dormant* tag. For marketing text messages, you need explicit opt-in from the customer’s mobile number. Opt-in requests can be sent directly from ServiceTitan, or customers can opt-in through your emails or website. To view a list of all customer numbers that have opted into your SMS marketing campaigns, go to **Settings > Marketing Pro > Phone Numbers**, and filter for the *Opted In* status. For more information, see [Generate opt-in requests for marketing text messages](/roofing/docs/generate-opt-in-requests-for-marketing-text-messages). #### How do I resubscribe customers to my marketing content? If a customer accidentally unsubscribes from your Email Campaigns, or if they decide they want to resubscribe to your email campaigns after all, you can manually resubscribe them in their Customer Record by deselecting **Do not send promotional emails**. For more, see [Manage the suppression list](/v1/docs/manage-the-suppression-list-mpro). You cannot resubscribe customers to your SMS marketing campaigns. The customer must reply with an opt-in trigger word from their opted-out number to resubscribe to your SMS marketing. Opt-in trigger words include *unstop*, *start*, *restart*, *subscribe*, and *enroll*. **Note**: *Reselecting* ***Do not send promotional emails*** *opts customers back into all marketing email campaigns*. #### Should I email people who I have not done business with and who have not opted in to emails? No. First, it violates CAN-SPAM and CASL regulations and you could be fined. Second, it's bad for your deliverability. Cold emailing people from a purchased list will increase your spam rates and deliverability. So your targeted emails to your customers will more likely go to spam which hurts your overall business. There are better ways to go about acquiring new customers, like direct mail, that do not put your legitimate email program or your business at risk. All that being said, eventually, we would like to have email collection widgets that collect email contacts on customers' websites. This would be a legitimate way to have leads that do not have an address but HAVE opted into email. Other legitimate ways would be collecting emails at a conference. We will eventually have a way for them to do this as well but we need to think about a way for them to verify that the list is legitimate and we will need the leads 2.0 system to have these types of records. #### If a customer has more than one email address in their customer record, can I choose which email address receives my marketing content? While Marketing Pro email campaigns can only be sent to one email address per customer record, you can choose which email should get your email campaigns by deselecting **Marketing updates** for all email addresses on that customer record except for the one that should receive email campaigns. #### If a customer is on the do not mail list, will they receive a marketing email? No, we automatically filter out all customers marked as *do not mail*, *do not service*, and customers who have unsubscribed. Marketing emails are only sent to active customers. #### Can I choose which email address marketing emails are sent from? Marketing emails are sent using the *Sender* information set in your Marketing Pro email settings. You can only configure one *Sender Email* for your ServiceTitan account. To update the *Sender* information: 1. Go to the top toolbar and click **Settings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/marketing---faq-image-ngkh72j2.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A44Z&se=2026-11-01T19%3A47%3A44Z&sr=c&sp=r&sig=HlkrcNYu9mFX9jRSiWUpHNab4M2mhLUQwNtwwTogevY%3D)**. 2. In the side panel, go to **Marketing Pro > Marketing**. 3. In the *Sender* section, review the *Sender Name*, *Sender Domain*, and *Sender Email*. 4. Make any needed changes. 5. When finished, click **Save Changes**. For more, see [Manage Marketing Pro settings](/roofing/docs/manage-marketing-pro-settings). #### How can I get a list of customers who are not opted in for marketing updates? You can view the opt-in status for all phone numbers in **Settings > Marketing Pro > Phone Numbers**. To see which phone numbers are not currently opted in, you can filter the list by status. #### Is the Marketing Updates option automatically selected when a new customer record is created? Yes, the *Marketing Updates* option is automatically selected for new customer records. However, this is not automatically selected when you add a new contact method to an existing customer record. #### How do I encourage customers to opt in to SMS marketing? To maximize SMS opt-ins and maintain compliance, follow these guidelines: - **Offer Clear Value:** Provide value to customers. Offer an incentive, such as a discount, early access to sales, or exclusive content. - **Be Transparent and Compliant:** Clearly explain what customers are signing up for (for example, promotional texts or appointment reminders) and how often they'll receive messages. - **Use Multiple Channels to Get Opt-Ins:** Leverage different contact points to ask for permission to send texts. - **Customer Service Representative (CSR) Scripting:** Train your CSRs to verbally ask customers during the booking process. Your CSRs can then send the opt-in request directly from the customer's record in ServiceTitan. - **Website and Email Links:** Use the Embeddable Opt-In Form and Opt-In Website Link generated in Settings to add a link to your website and email footers. - **Technician Forms:** Use ServiceTitan Mobile forms to allow technicians to request and capture opt-in confirmation on-site. #### Do customers need to opt in for each phone number? Yes, they need to opt in for each phone number. For more, see [Learn SMS opt-in and opt-out workflows for Marketing Pro](https://help.servicetitan.com/roofing/docs/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro). #### Why is follow-up communication going to the wrong contact? Marketing Pro campaigns use only one email address per customer for communication. It automatically sends to the first non-suppressed email address listed on the customer's profile. **Note:** *The email address must also have the* Marketing updates *toggle turned on.* #### How do I manage customer opt-in preferences? You can manage customer notification preferences for marketing updates through their contact methods. You can also filter a list of all phone numbers by their opt-in status in **Settings > Marketing Pro > Phone Numbers**. For more, see [Learn SMS opt-in and opt-out workflows for Marketing Pro](/roofing/docs/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro). ## Want to learn more? - See [Set notification preferences for customers](/roofing/docs/set-notification-preferences-for-customers) ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns Bulk or automated email campaigns sent to customer segments from within Marketing Pro. **What it does:** Drives repeat business and membership renewals by staying in front of customers with targeted, personalized messaging. **Also called:** Email marketing, Drip campaigns **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)