--- title: "Create Missed Calls Campaigns using SMS" slug: "create-missed-calls-campaigns-using-sms" updated: 2026-10-16T00:49:29Z published: 2026-10-16T00:49:29Z canonical: "help.servicetitan.com/create-missed-calls-campaigns-using-sms" --- > ## 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 Missed Calls Campaigns using SMS ## Overview Create campaigns to automatically text customers when you miss their calls. Write a message that connects with your audience, activate the campaign, and let it handle the rest. No need for outbound follow-up calls—your team can respond to replies and secure more jobs by capturing leads before they turn to competitors. --- ### #### 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%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%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%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) #### Who uses this feature - Marketing managers, business owners, CSRs, and other marketers on your team - All 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). ## Things to know - A missed call is an [Abandoned Call](/v1/docs/servicetitan-glossary-commonly-used-servicetitan-terms#abandoned-call) without a Call Recording attached. - Activate the Chat feature to create transactional campaigns that use SMS text messages. For more, see [Set up and enable Chat](/roofing/docs/set-up-and-enable-chat). - Transactional campaigns are launched the next day, at the earliest. This allows ServiceTitan time to process and queue up your text messages ahead of time, which ensures proper delivery. - Campaigns can be archived, unarchived, and clones. For more, see [Manage Marketing Pro functions](/roofing/docs/manage-marketing-pro-functions). - Campaigns can only be edited in draft mode. For more, see [Manage Marketing Campaigns](/roofing/docs/manage-marketing-campaigns). - SMS text messages are sent to the newest contact number on the customer profile that has the *Marketing Updates* toggle enabled. If the text fails to send to this number, ServiceTitan attempts to send to any additional non-landline phone number on the customer profile that has marketing updates enabled. For more, see [Set notification preferences for customers](/roofing/docs/set-notification-preferences-for-customers). - To make sure your customers can receive your transactional SMS text messages, see [Configure customer profiles for marketing campaigns](/roofing/docs/configure-customer-profiles-for-marketing-campaigns). ## Create a Missed Calls SMS campaign 1. Go to **Marketing > Pro Campaigns**. 2. Click **Create Campaign > Start from scratch**. 3. Select **SMS Text Message - Transactional Campaigns** as the campaign category then click **Next**. > [!NOTE] > **Note:** The *Activate Chat to Continue* pop-up appears if you don't have the Chat feature activated and asks you to navigate to Settings. For more, see [Set up and enable Chat](/roofing/docs/set-up-and-enable-chat). ![Options for creating marketing campaigns: Email, Direct Mail, and SMS Text Message.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-tulxcxuh.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 4. On the *Create Campaign: SMS* pop-up that opens, enter a unique, brief, and descriptive **Campaign Name** for your SMS campaign with a maximum of 60 characters. 5. (Optional) Enter a description of the campaign. 6. Click **Start Building**. This opens the *SMS draft campaign* screen with all four steps: - [Step 1 - Goal](/roofing/docs/create-missed-calls-campaigns-using-sms#step-1-goal)**:** Choose the campaign type that best matches your strategy. > [!NOTE] > **Note:** If you don't have Marketing Pro, Recurring Service is the only option available to select. - [Step 2 - Outbound Tracking Number](/roofing/docs/create-missed-calls-campaigns-using-sms#step-2-add-outbound-tracking-number)**:** Assign a unique outbound phone number to properly track revenue for your campaign. You can generate a new one or select an existing number from the numbers you already own. - [Step 3 - Audience](/roofing/docs/create-missed-calls-campaigns-using-sms#step-3-audience)**:** Missed Calls campaigns automatically send text messages whenever a call is missed so you can skip this step. - [Step 4 - Automated Text Message Content](/roofing/docs/create-missed-calls-campaigns-using-sms#step-4-automated-text-message-content)**:** Create a sequence of automated text messages that will be sent to customers as part of this campaign. You can include up to four text messages. ## Step 1: Goal The *Goal* step is where you designate the campaign strategy. > [!NOTE] > **Note:** If you don't have Marketing Pro, Recurring Service is the only option to select. 1. Click **Select Goal**. ![User selects a campaign goal from the options provided in the interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-rb697xqn.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 2. Select **Missed Calls,** then click **Save**. ![Select campaign types for marketing strategies, including missed calls and recurring services.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-3phfjkrt.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) ## Step 2: Add outbound tracking number You can add tracking phone numbers in two ways. You can either generate a new number or assign an existing number. ### Generate new number 1. Click **Add Number**. ![Interface for adding an outbound tracking number with options to generate or assign numbers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-t26a9bju.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 2. Click **Add Tracking Number** and then **Generate new number**. ![Interface for adding an outbound tracking number with options to generate or assign numbers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-o480bfi2.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 3. On the *Add New Number* window that opens, select **Local Number** for a local campaign or **Toll-Free Number** for a regional or national campaign. 4. For *Local Number* only, enter the area code or ZIP Code you want the tracking number to correspond to. 5. (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-missed-calls-campaigns-using-sms-image-7tg09pt0.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 6. Click **Search Numbers**. 7. On the *Search Results* window that opens, select a tracking number and click **Choose Number**. 8. On the *Set Forwarding Number* window 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 click **Add Number**. > [!NOTE] > **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 1. Click **Add Number**. ![User interface showing outbound tracking number input with an add number button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-qhvbybup.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 2. Click **Add Tracking Number** and then **Assign existing number**. ![Interface for adding an outbound tracking number with options to generate or assign numbers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-f7hbrfe0.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 3. On the *Select Existing Number* window that opens, select an existing number from the list then click **Assign Number** to add the selected number to your campaign. ![Select an existing phone number for campaign tracking from the list provided.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-j3g7uigp.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) ## Step 3: Audience *Missed Calls* campaigns automatically send text messages when a call is missed, so you don't have to select an audience. You can proceed to [Step 4: Automated Text Message Content](/roofing/docs/create-missed-calls-campaigns-using-sms#step-4-automated-text-message-content). ## Step 4: Automated Text Message Content Create your automated text message content to send to customers whose calls you miss. 1. Click **Add Content**. ![Interface for creating automated text message content with an 'Add Content' button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-u5ak2xo0.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 2. Confirm the *Terms of Use* and click **Continue**. ![Terms of use agreement for SMS marketing campaign with checkbox and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-73hk67qr.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 3. In *Text Message*, enter the SMS text message you want to send to customers whose call you missed. If you don't want to create a custom message, you can use the default message. > [!NOTE] > **Note:** Customer-related merge tags appear blank when responding to calls that are not associated with an existing Customer Record. We recommend using a more general message that accounts for both unknown and existing customers. ![Text message template for customer outreach and booking assistance with compliance note.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-c97ykbve.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 4. Click **Add Merge Tag** to add merge tags to your message. Merge tags automatically populate information like the customer's first name. Options include: - **Customer First Name:** The first name of the customer. > [!NOTE] > **Note:** If the caller does not have a customer record in ServiceTitan, a blank space will appear in the message. - **Customer Last Name:** The last name of the customer. > [!NOTE] > **Note:** If the caller does not have a customer record in ServiceTitan, a blank space will appear in the message. - **Company Name:** Your company's name entered in the **Company Name** field in **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) **> Marketing Pro > Marketing**. - **Tracking Phone Number:** The unique tracking number you selected when building the campaign. - **Schedule Appointment Link:** A link that allows recipients to schedule an appointment through the legacy web scheduler. The legacy web scheduler is only compatible with open capacity planning, not Adjustable Capacity Planning (ACP). > [!NOTE] > **Note:** If you don't want to use the legacy web scheduler, you can add your preferred scheduler to the message instead of using this merge tag. - **Schedule Appointment CP Link:** A link that allows recipients to schedule an appointment and attributes the incoming booking requests to the Customer Portal instead of the web scheduler. - **Unsold Estimates Link:** A link that allows recipients to see their most recent open estimate, including their estimate options. 5. Enter how long you want to wait after a missed call is ended before sending the follow-up text message in the **Time Delay** field. > [!NOTE] > **Note:** Messages respect quiet hours and only send between 8:00 AM–9:00 PM. 6. When finished, click **Save & Continue**. ## Review and schedule the campaign You can review your campaign, send a test SMS text message, and schedule a launch date if all looks good. 1. Review each setup step of the campaign. If anything needs to be changed, go to that setup step and click **Edit** to make your changes. 2. Go to the *Automated Text Message Content* section and click **Send Test**, then enter the phone number to send the SMS text message for the test. 3. If all looks good, click **Schedule Campaign**. > [!NOTE] > **Note:** If you're not ready to schedule the campaign, click **Finish Later** to save it and schedule it later. 4. In the *Schedule Campaign* pop-up that opens, click **Calendar** to select a campaign launch date, or manually enter a launch date. SMS text messages will start sending on this date. > [!NOTE] > **Note:** You can launch the transactional campaign with tomorrow's date at the earliest. ![Scheduling options for launching a campaign with date selection and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/create-missed-calls-campaigns-using-sms-image-4g9b7k81.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A11Z&se=2026-11-01T19%3A47%3A11Z&sr=c&sp=r&sig=GkMXAO90Xk2hmzCy1pCbf9T0yaWwUpU%2F4TUHbJrnrG0%3D) 5. Click **Schedule**. Your campaign is scheduled. Click **View All Campaigns** to see a list of all your campaigns. ## Opt-out SMS text message To stop receiving SMS campaigns, customers can send an SMS text message with the word *Stop* to the tracking phone number. After a customer opts out, they can no longer receive any SMS campaigns from you, regardless of whether the phone number used in the original SMS campaign is used again or a new phone number is used. Additionally, customers can't receive any messages sent to them by chat. > [!NOTE] > **Note:** The Stop request applies to all tracking phone numbers associated with your SMS campaigns, meaning they will subsequently stop receiving messages from any other campaigns. > [!TIP] > **Tip:** If your customer turned off job notifications, they can still receive chat SMS from you. ## Opt-in SMS text message To start receiving SMS campaigns again, a customer can send an SMS text message with the word *Start* to one of the following three options: - The same tracking number they opted out from - Another tracking number from another campaign - The default SMS number This allows them to opt in again and receive SMS campaigns from you. ## FAQ --- ### #### Why are missed call SMS messages being sent even when calls are answered? Missed call campaigns send messages for abandoned calls that don’t have a record. If office employees do not click the green call bubble when answering calls, Marketing Pro considers the call as abandoned and sends a follow-up SMS message. To prevent this, make sure your team always clicks the green call bubble when they answer a call. This indicates that the call was answered, not missed. #### #### ## Want to learn more? - See [Overview: Using ServiceTitan Marketing Pro](/roofing/docs/overview-using-servicetitan-marketing-pro) - See [Manage Marketing Campaigns](/roofing/docs/manage-marketing-campaigns) 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) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan. **What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance. **Tags:** Phones 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 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) The legacy daily-cap booking tool that Adaptive Capacity replaces. Sunsetting. **What it does:** Allowed businesses to set manual daily booking limits per Business Unit. Now replaced by Adaptive Capacity. **Also called:** Legacy daily-booking-limit tool **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ACP A self-service web portal where customers can view job history, request service, make payments, and communicate with the business. **What it does:** Reduces inbound call volume and improves customer satisfaction by giving homeowners 24/7 access to their service records. **Also called:** Customer self-service, Online portal **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)