---
title: "Create email campaigns"
slug: "create-email-campaigns"
updated: 2026-10-16T00:48:43Z
published: 2026-10-16T00:48:43Z
canonical: "help.servicetitan.com/create-email-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.

# 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.

[Create email campaigns Video](https://fast.wistia.net/embed/iframe/d101pw5y3y?web_component=true&seo=true&videoFoam=false)

---

### 

#### Make sure you’re viewing the correct Marketing Pro content

This article is for Marketing Pro. If you are using Marketing Pro v2, see [Create Pro campaigns](/roofing/docs/create-pro-campaigns) for content specific to your experience.

You can check your version following these steps:

1. Go to the navigation bar and click **Marketing** ![A speaker icon representing Marketing in ServiceTitan.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-marketing.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D).
2. If the side menu under Analytics includes One-Time Campaigns and Automated Campaigns, you're using [Marketing Pro v2](/v1/docs/marketing-pro-v2). If these options aren't visible, you're using [Marketing Pro](/v1/docs/marketing-pro). ![Analytics section highlighted in the Marketing side menu.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/screenshot-marketing-analytics.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

#### 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.
- Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details.

## 

## 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](/roofing/docs/marketing-faq).
- Email campaigns can only be edited in draft mode or when paused. For more, see [Manage Marketing Campaigns](/roofing/docs/manage-marketing-campaigns) and [Pause, edit, and resume live email campaigns](/roofing/docs/pause-edit-and-resume-live-email-campaigns).
- You can view, clone, archive, and unarchive your campaigns. For more, see [Manage Marketing Pro functions](/roofing/docs/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](/roofing/docs/launch-campaigns-from-the-autopilot-library).
- For a customer to receive email content, they must:

For more, see [Configure customer profiles for marketing campaigns](/roofing/docs/configure-customer-profiles-for-marketing-campaigns).
  - Have a valid email address that is not on the [email suppression list](/v1/docs/manage-the-suppression-list-mpro).
  - Have **Marketing Updates** selected on the*Edit Contact Methods* screen.
  - Not have any of the following options selected on the*Edit Customer*s screen: **Do not mail**, **Do not service**, or **Do not send promotional marketing emails**.

## 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](/roofing/docs/manage-marketing-campaigns).

![List of automation tasks with statuses and dates for various accounts and memberships.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-pkcvih1m.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

A set of corresponding example audiences that use example campaigns are also included in Marketing Pro. For more, see [Manage Marketing Pro Audiences](/roofing/docs/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**. ![Screen displaying campaign options with a highlighted 'Create Campaign' button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-bvjueanl.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
3. Select **Email** as the campaign category then click **Next**. ![Options for creating a marketing campaign: Email, Direct Mail, and SMS Text Message.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-932zv32g.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
4. Select the campaign type you want to build then click **Next**. ![Options for creating email campaigns including Thank You and Customer Welcome messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-8zhmpeu1.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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. ![User interface for creating an email campaign titled 'New Year is Soon'.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-238o7br6.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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](/roofing/docs/create-email-campaigns#step-1-set-goal-and-tracking)**:** Select the marketing goal and tracking number for this email campaign.
- [Step 2 Select Audience](/roofing/docs/create-email-campaigns#step-2-select-an-audience)**:** Set which of your customers will receive marketing content from this email campaign.
- [Step 3 Build Email Sequence](/roofing/docs/create-email-campaigns#step-3-build-email-sequence)**:** Add and create the content sent to customers as part of this email campaign.
- [Step 4 Review Sender Information](/roofing/docs/create-email-campaigns#step-4-review-and-submit)**:** 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. ![Settings for tracking inactive customers and adding a tracking phone number.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-ss4czz03.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
4. When finished, click **Save**.

### Generate new number

1. Click **Add Tracking Number > Generate new number**. ![Dropdown menu for adding a tracking phone number in a campaign interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-2m9pipkd.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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. ![Form to add a new phone number with area code and zip code fields.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-qaxrbyg4.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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](/roofing/docs/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. ![Dropdown menu showing options to add a tracking phone number for campaigns.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-xw5ghfr0.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)**
2. On the *Select Existing Number* screen that opens, select an existing number from the list then click **Assign Number**. ![Select an existing phone number for campaign tracking from the list provided.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-2k8xt27d.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

### 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**. ![Input field for entering a manual phone number with instructions and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-hjnhofpq.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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.

![Audience selection interface showing contact details and options for campaign targeting.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-6apw8e5a.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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](/roofing/docs/create-audiences). ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-4cgov6t3.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

## Step 3: Build Email sequence

1. In the *Email Sequence* section, click **Add Content. ![Email sequence setup with options for automated or one-time delivery logic.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-nuovqpvz.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)**
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. ![Email setup interface showing subject line, preview text, and scheduled send time.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-ifxqju61.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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. ![Email setup interface showing subject line, preview text, and scheduled send time.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-htd3o12a.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

> [!TIP]
> **Tip**: To sort the email campaign order, hover over the selected email and click **Move down** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-o5vv36vm.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D) or **Move up** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-7b2x0ykg.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D). To remove an email content click **Remove** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-vcazsde0.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D).
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](/roofing/docs/manage-marketing-pro-email-templates). ![Template catalog displaying filters and sorting options for selecting email templates.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-gqesor72.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
2. Hover over a template thumbnail and click **Select Template**. ![User interface displaying email campaign templates with a highlighted selection button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-w9pyl8ox.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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](/v1/docs/create-email-templates-1). ![A technician stands beside an air conditioning unit, showcasing American Standard services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-ga737mnv.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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**. ![A hand clicking the 'Save' button in a web interface for content management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-gvyy2pl8.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
9. To preview, edit, or remove the selected template, hover over the selected template. ![Email configuration interface showing subject, preview text, and confirmation message.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-dw2srmmm.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

### 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. ![User interface displaying template options with a highlighted button to start editing.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-4j04qw95.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
2. Create your email template. For more, see [Create email templates](/v1/docs/create-email-templates-1).

## 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**. ![Sender information section displaying name, email, and reply address with an edit option.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-syl48ro2.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
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`.

![Sender information fields for email campaign settings including name and email address.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-sm3lh7de.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

## 

## 

## 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. ![Options to schedule a campaign launch immediately or for a later date.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-rusnzshe.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)
  - For *One-time campaigns*, review the information and click **Schedule**.
2. Your campaign is scheduled. Click **View Campaign** to view your new campaign. ![Email campaign scheduled for Unsold Estimates launching on January 1, 2025.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-email-campaigns-image-vxz1j4zh.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A41Z&se=2026-11-01T19%3A46%3A41Z&sr=c&sp=r&sig=HOrs66RPfDZBkgJT5%2BpkF6AdkmWvVHwAE91vauzyzDw%3D)

## FAQ

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#### Do automated campaigns send the same content to the same customers over and over again?

No. While automated campaigns stay in a *Live* status indefinitely, they do not send the same marketing content to the same customers repeatedly. Instead, the campaign sends the marketing content to the initial set of customers in the audience. Then, as new customers qualify for the audience, the campaign sends them the marketing content too.

#### Is there a way to retrieve marketing email content, from the campaigns I created in Marketing Pro after canceling the service?

After canceling Marketing Pro, access to campaign details is lost. The campaign names may still be visible, but the content is no longer accessible. You can check the campaigns in [Next](/roofing/docs/use-servicetitan-next) however, ServiceTitan remember that *Next* and *Go environments* are synced once a week on Fridays.

#### How can I schedule an email campaign to be sent on a specific date?

You can create a one-time email campaign and select the date you want to launch the campaign. If you include more than one email in the campaign, you can specify how many days after the first email you want to send the second, and so on. For more, see [Create email campaigns](/roofing/docs/create-email-campaigns).

#### What types of files can I include in my marketing emails?

You can upload images and videos directly into the email body itself, but traditional file attachments, like PDFs or documents, cannot be sent as attachments.

**Note**: *Most email platforms don’t allow videos to play in the email and instead open the video in a new tab.*

#### Can I schedule automated emails?

Yes, we support automated campaigns that can automatically go out to your customers once they qualify for the campaign audience.

While you can schedule the date the automated campaign launches and first starts sending emails, you can't schedule when future customers that enter the campaign audience at a later date will start receiving the emails.

Adding a dynamic date filter to your audience will help determine when future customers can qualify for a live automated campaign. For more on managing your campaigns, see [Create audiences](/roofing/docs/create-audiences) and [Manage Marketing Audiences](/roofing/docs/manage-marketing-pro-audiences).

#### Can customers email me back?

Yes, customers can reply to marketing emails. Their reply will be directed to the email address you entered in the *Reply To* field of the campaign’s *Sender Information*.

#### Can I send marketing content to multiple email addresses that belong to the same customer?

No, email campaigns can only be sent to one email address per customer record, so make sure to toggle on the *Marketing Updates* next to the email address you want to prioritize in receiving your marketing content.

#### What happens if you set a campaign to keep sending until "X" happens, but also set the days for subsequent emails in a sequence?

The campaign will stop sending when the stop condition is met by the customer, even if there are additional remaining emails within the drip series of the campaign.

#### Can customers renew or purchase a membership through Marketing Pro email campaigns?

Currently, there’s no direct integration between Memberships and Marketing Pro campaigns that allows customers to automatically purchase or renew a membership in ServiceTitan. While Marketing Pro can send membership reminder campaigns, customers can’t complete the purchase or renewal directly from the campaign.

However, you can include a link in your email template that directs customers to your company’s Customer Portal or to their online opportunity—if you’ve created a membership renewal estimate for them on a job. For more, see [Add special links and merge tags to your marketing content](/roofing/docs/add-special-links-and-merge-tags-to-your-marketing-content).

#### Can ServiceTitan send mass emails to customers?

Yes, with ServiceTitan’s Marketing Pro feature, you can send mass emails to customers by creating an email marketing campaign in ServiceTitan. Simply choose or create an audience that includes all the customers you want to reach when building the campaign. After your campaign is set up and launched, those customers will receive your email content.

However, we recommend sending targeted emails when possible, as they tend to deliver better engagement and results.

#### How can I mass email customers?

You can send mass emails to customers by creating an email marketing campaign in ServiceTitan. Simply choose or create an audience that includes all the customers you want to reach when building the campaign. After your campaign is set up and launched, those customers will receive your email content.

However, we recommend sending targeted emails when possible, as they tend to deliver better engagement and results.

#### Why are my email campaigns taking a long time to send?

Sending large email campaigns takes time because ServiceTitan limits sending to a few hundred emails per hour. If your audience is large, the campaign will be processed over several hours to ensure high deliverability and manage resources effectively.

#### Why can’t I add more emails to sequence?

You must set up the first email in the sequence before you can add more emails to the sequence. After you add the first one, the *Add Email* option becomes available to add a second one.

#### Why didn’t a customer receive my marketing email?

A customer must have *Marketing Updates* selected in their customer record contact methods to receive marketing emails. Keep in mind that when a customer’s contact information is updated, it can take up to 24 hours for the status to fully update.

#### Is there a way to build an email drip campaign where the second email sent depends on if a customer opened the email or not?

You cannot set up this logic directly within a single email campaign sequence. However, you can create two separate follow-up campaigns to achieve the same result.

To create follow-up campaigns based on the email open status:

1. Send your first email using a single campaign.
2. Create two separate follow-up campaigns.
3. For each follow-up campaign, use *Marketing Behavior* filters to segment your audience:
  1. To reach customers who opened the first email, use the *Was Opened* filter.
  2. To reach customers who did not open the first email, use the *Was Not Opened* filter.
4. Send customized messages to each group.

This process lets you customize your follow-up communication based on specific customer engagement.

#### Can I include an SMS opt-in form in an email campaign?

You can include an SMS opt-in form in an email campaign, but the recommended and most effective approach is to use the dedicated opt-in link feature instead of trying to embed a form.

Using the opt-in link is the better option because it works reliably across different email providers. You can implement this link in your email in two ways:

- Add the opt-in link directly to your email template.
- Use the *Opt-in Link* merge tag.

While you could place the form on a separate website and link to it from the email, using the opt-in link feature is faster and more secure for customers.

#### Why is the Direct Revenue for my email campaign $0?

Direct Revenue pulls from the job campaign, not the call campaign. You can verify if jobs are being assigned to the email campaign and then check those jobs’ invoice subtotals.

- Run a report from the *Calls* dataset.
- Include the Number Dialed, Job Number, Job Campaign, Call Campaign, and Invoice Subtotal KPIs.

If you filter the **Number Dialed** column to see calls made to the campaign’s assigned tracking number, you can also see if any jobs are associated with those calls. Then, check if the **Job Campaign** column matches the call campaign. If the job campaign equals the call campaign, check that the Invoice Subtotal for those jobs is greater than $0. If the Invoice Subtotal for those jobs is not greater than $0, no revenue will show for that campaign.

#### Why wasn’t my scheduled SMS or email campaign sent?

Scheduled campaigns may not send due to several reasons, including:

- The campaign was placed back in *Draft* status, paused, or archived.
- The audience size was zero at the time of sending.
- For SMS campaigns, customers may not have opted in.

#### Can I send a mass email to all customers?

Yes, you can send a mass email to all customers by creating an audience that includes all customer records. However, best practices suggest using more specific segmentation for better results and to avoid being flagged as spam.

#### How can I set up one-time vs. automated campaigns?

**One-Time (Scheduled) Campaign:**

When adding content to the campaign, select a **Launch Date** to set a date for a trigger start. The *Set Date* option is selected by default.

> **Note:** You can launch the campaign immediately, later the same day, or at a later date and time.

**Automated (Recurring/Drip) Campaign:**

When adding content to the campaign:

1. Click **Condition** to set the trigger start for the automated campaign. **Note:** *The* Added to Audience *condition is selected by default and cannot be changed. Customers are automatically enrolled in the campaign when added to the selected segment.*
2. Select a **Retention Audience** to apply this condition to its customers.

> **Tip:** Click **Manage Retention Audience** to create or update retention segments as needed.
3. Choose the roles to receive campaign content. Options include:
  - **Account Primary Contact:** The main point of contact for the entire account.
  - **Location Primary Contact:** The main point of contact for a specific location.
  - **Other roles:** Includes contacts responsible for specific tasks or communications within the account.
4. Select a trigger to stop sending this sequence in the **Send Sequence Until** dropdown. Options include:
  - **No Trigger:** The campaign will continue until a customer no longer qualifies for the segment or unsubscribes.
  - **Specific Date:** The campaign will continue until the stop date.
5. When finished, click **Save**.

Want to learn more?

- Download the [ServiceTitan Marketing Pro Playbook](/roofing/docs/marketing-pro-playbook) to get the most out of Marketing Pro
- See [Manage Marketing Pro functions](/roofing/docs/manage-marketing-pro-functions)
- See [Create audiences](/roofing/docs/create-audiences)