Create email campaigns

Overview

Use Marketing Pro to create email campaigns to facilitate marketing communication with your customers. Marketing Pro helps you save time with fine-tuned and effective email campaigns.

Things to know

• If a customer clicks the unsubscribe link in one of your marketing messages, they see a page where they can manage all of their marketing preferences. For more, see Marketing - FAQ.

• Email campaigns can only be edited in draft mode or when paused. For more, see Manage Marketing Campaigns and Pause, edit, and resume live email campaigns.

• You can view, clone, archive, and unarchive your campaigns. For more, see Manage Marketing Pro functions.

• Marketing Pro offers ready-to-launch campaigns tailored to your business. You can launch these campaigns with just a few clicks, saving you valuable time and effort. For more, see Launch campaigns from the Autopilot Library.

• For a customer to receive email content, they must:

  • Have a valid email address that is not on the email suppression list.

  • Have Marketing Updates selected on theEdit Contact Methods screen.

  • Not have any of the following options selected on theEdit Customers screen: Do not mail, Do not service, or Do not send promotional marketing emails.

  For more, see Configure customer profiles for marketing campaigns.

Use example campaigns

Marketing Pro includes four example campaigns to help you get started. You can use the example campaigns to start marketing to your customers right away, or you can use them to see how best to set up your campaigns.

Go to Marketing > Pro campaigns and search for the example campaign you want to use. In the Pro Campaigns section, you can view and edit the following four example campaigns:

• Example - Unsold Estimates Followup - Automation

• Example - Membership Renewal - Automation

• Example - Aging Equipment - Automation

• Example - Idle Accounts - Automation

For more, see Manage Marketing Campaigns.

A set of corresponding example audiences that use example campaigns are also included in Marketing Pro. For more, see Manage Marketing Pro Audiences.

Create an email campaign

You can create campaigns from Marketing Overview, Email, Direct Mail, Dashboard, and Campaigns.

1. Go to Marketing > Campaigns.

2. Click Create Campaign.
   

3. Select Email as the campaign category then click Next.
   

4. Select the campaign type you want to build then click Next.
   

5. On the Create Campaign: Email pop-up that opens, enter a unique, brief, and descriptive Campaign Name for your email campaign with a maximum of 60 characters. (Optional) Enter a description of the campaign.
   

6. (Optional) Enter a description of the campaign.

7. To start building the email campaign, click Start Building.

This opens the email draft campaign screen with all four steps:

• Step 1 Select Goal & Tracking: Select the marketing goal and tracking number for this email campaign.

• Step 2 Select Audience: Set which of your customers will receive marketing content from this email campaign.

• Step 3 Build Email Sequence: Add and create the content sent to customers as part of this email campaign.

• Step 4 Review Sender Information: Set the sender information for this email campaign.

Step 1: Set Goal and Tracking

Select the marketing goal and tracking number for your campaign:

1. In the Goal & Tracking section, click Configure.

2. Review the campaign type and update if needed.

3. Add a tracking number for this campaign or select Call tracking is not required. To add a tracking number, you can generate a new number, assign an existing number, or enter a manual number.
   

4. When finished, click Save.

Generate new number

1. Click Add Tracking Number > Generate new number.
   

2. On the Add New Number screen that opens, select Local Number for a local campaign or Toll-Free Number for a regional or national campaign.

3. For Local Number only, enter the area code or ZIP Code you want the tracking number to correspond to.

4. (Optional) If you want your tracking number to include a particular set of digits, enter them in the Contains field.
   

5. Click Search Numbers. 

6. On the Search Results screen that opens, select a tracking number and click Choose Number. 

7. On the Set Forwarding Number screen that opens, enter the phone number at which you want to receive incoming calls for this campaign or select to use a default number and then click Add Number.

   Note: Adding new tracking number steps can differ depending on the phone integration you use. For more information, see Add or edit tracking numbers.

Assign existing number

To use an existing number for your outbound tracking number:

1. Click Add Tracking Number > Assign existing number.
   

2. On the Select Existing Number screen that opens, select an existing number from the list then click Assign Number.
   

Enter manual number

Manual phone numbers do not track revenue to the campaign but are available as a merge tag. To enter a manual number:

1. Click Add Tracking Number > Enter manual number.
   

2. On the Enter Manual Number screen that opens, enter a number then click Save.

Step 2: Select an audience

You can add audiences that will receive your emails in two ways:

1. From your audience list, select one of your audiences to use for this campaign.

   Note: You can hover over Reach to see the number of customers in each audience. You can also click View List to view the audience reach details.

   

2. To create a new audience, click + New Audience, enter the Audience Name, and click Begin to provide information about your campaign audience. For more, see Create audiences. 

Step 3: Build Email sequence

1. In the Email Sequence section, click Add Content.
   

2. Choose if the campaign content should be delivered to recipients in the audience automatically or one-time.

3. For one-time campaigns, select the launch date for the campaign.

4. Enter a Subject Line.

5. (Optional) Drag and drop a Merge Tag to automatically populate information such as the customer’s first name.

6. (Optional) Click Score Subject Line to evaluate your subject line, then click the Badge icon for improvement suggestions.

7. Enter the Preview text customers see before opening your email.

8. Select the Send Time for your marketing content. Depending on the size of your audience, marketing content may be sent later than the time selected.
   

9. Click Add Content to select the email template for your campaign. 

10. On the Select Template page that opens, select an email template or create an email template from scratch.

11. To add a second email campaign click + Add Email.

12. In the Wait until field, enter the number of days you want to wait before sending the next email for the campaign. You can add a wait time of up to 60 days between emails.
    

    Tip: To sort the email campaign order, hover over the selected email and click Move down   or Move up  . To remove an email content click Remove  .

13. When finished, click Save & Continue.

Select an email template

To select an email template for your campaign, after you click Add Content:

1. On the Select Template screen that opens, go to the Campaign Type filter and select your email campaign type. A list of campaign templates appears. For more, see Manage Marketing Pro email templates.
   

2. Hover over a template thumbnail and click Select Template.
   

3. To use the template as-is, click Save. To customize the template, proceed with the following steps.

   Note: If you edit an email template as you build a campaign, the original email template is not edited. The version that's being used for the campaign is edited, and the original template is preserved.

4. Go to the side menu and click the Content tab.

5. Drag and drop the content elements into the template’s body.

6. Click the other tabs to add elements, such as rows and settings, as needed. For more, see Create email templates.
   

7. (Optional) If you want to save your configured template as a template for future use, click Actions at the top and select Save as Template. This saves it to the Email Templates list so you can use it again in future campaigns.

   Note: You can also preview and send a test email from the email template.

8. When finished, click Save.
   

9. To preview, edit, or remove the selected template, hover over the selected template.
   

Create an email template from scratch

To create an email template from scratch for your campaign, after you click Add Content:

1. On the Select Template screen that opens, click Start from Scratch to add a new email template.
   

2. Create your email template. For more, see Create email templates.

Step 4: Review and submit

Review the Sender Name, Sender Email, and Reply To email for the campaign. If all looks good, your campaign is ready to be scheduled. If you need to make changes:

1. In the Sender Information section, click Edit.
   

2. Make changes as needed and click Save.

   Note: You can only use custom From and Reply-To addresses on no-reply emails if the domain is approved. If it isn’t, ServiceTitan replaces them with a standard no-reply address, such as noreply@onservicetitan.com or auto-noreply@onservicetitan.com.

   

Schedule the campaign

1. Click Schedule Campaign to open the Schedule Campaign pop-up.

   Note: If you’re not ready to schedule the campaign, click Finish Later at the top right corner of the screen to save it and schedule it at a later time.

   • For Automated campaigns, select when you would like to launch this campaign and click Launch or Schedule based on your choice.
     

   • For One-time campaigns, review the information and click Schedule.

2. Your campaign is scheduled. Click View Campaign to view your new campaign. 

Want to learn more?

• Download the ServiceTitan Marketing Pro Playbook to get the most out of Marketing Pro

• See Manage Marketing Pro functions

• See Create audiences