How do I send automated reminders for customers to pay their invoices through campaigns?

Problem

You want to send automated reminder campaigns for invoice payments. There's no way to include a direct Online Payment link like you can with invoice emails.

Solution

Unlike invoice emails, Online Payment tokens cannot be added to Marketing Pro campaigns. However, if your company uses Online Payments and the ServiceTitan Customer Portal, you can add a link to your Customer Portal to your marketing campaigns.

The Customer Portal is a web portal where your customers can view their invoices, service history, and membership information with your company. They can also pay their outstanding balances and request appointments.

Note: Customers must create an account to the portal before they can log in and access their account. For more, see Account creation.

Set up the Customer Portal

First, set up the Company Portal for your company in Settings . For more, see Customer Portal overview.

Add the Customer Portal link to your marketing campaign

After you set up the Company Portal, you can add the Customer Portal link to your marketing campaigns. The steps depend on what type of Marketing Pro campaign you are building.

Add Customer Portal link to email campaigns

1. Create or edit an existing email campaign. For more, see Create email campaigns.

2. Edit the email template in the Email Sequence step.

3. To add the Customer Portal link to a body of text:        

   1. Add a text box or edit an existing text box in the template.

   2. Click into the text box and place your cursor where you want the Customer Portal link to be.

   3. From the pop-up menu, click Special links > Online Experience > Customer Portal. A Customer Portal link generates where you place your cursor. 

4. To add the Customer Portal link to a button:        

   1. Add a button to your template.

   2. Click the button to open the Button Properties in the right panel.

   3. Under the Url box, click Special links > Online Experience > Customer Portal to add the Customer Portal merge tag to the Url box. 

5. Add a note to your email template near the Customer Portal link that advises your customer to click the Request an invitation link on the Customer Portal login page to create their account.

6. Finish building your email campaign and launch when ready.

Add Customer Portal link to SMS campaigns

1. Get the link to your company's Customer Portal:        

   1. Go to Settings > Communications > Customer Portal.

   2. Scroll down to the Host section. 

   3. The full URL to your Customer Portal is the information entered in the Host field followed by .myservicetitan.com. For example, if you enter plumbingcompany in the Host field, your Customer Portal URL would be plumbingcompany.myservicetitan.com. Copy your full Customer Portal URL.                

      Note: The Host field on the Customer Portal settings screen must be one word without any spaces or special characters.

2. Create or edit an SMS Marketing campaign. For more, see Create Marketing Campaigns using SMS.

3. In the Automated Text Message Content section of the SMS campaign builder, add your campaign text message, and then paste your Customer Portal URL in the text message.        

   Note: ServiceTitan SMS campaigns automatically shorten any URL you paste in the text message to help prevent the message from exceeding general SMS character limits. While you can't turn off the automatic link shortening, you can edit the subdomain in the shortened URL in Settings > Marketing Pro > Marketing > Subdomain Management.

4. If your SMS campaign text message doesn't exceed the character limit, we recommend adding a note to the text message advising customers to click Request an invitation on the Customer Portal screen to create their account. 

5. Finish building your SMS campaign and launch when ready.

Add Customer Portal link to direct mail campaigns

1. Get the link to your company's Customer Portal:        

   1. Go to Settings > Communications > Customer Portal.

   2. Scroll down to the Host section. 

   3. The full URL to your Customer Portal is the information entered in the Host field followed by .myservicetitan.com. For example, if you enter plumbingcompany in the Host field, your Customer Portal URL would be plumbingcompany.myservicetitan.com. Copy your full Customer Portal URL.                

      Note: The Host field on the Customer Portal settings screen must be one word without any spaces or special characters.

2. Create or edit an existing direct mail campaign. For more, see Create Direct Mail campaigns.

3. Edit your postcard on the Build Mail Sequence step.

4. Add your desired postcard message in the Body, and then paste your Customer Portal URL into the Body.        

   Note: Only paste plain text into the postcard builder text boxes. Do not add any emojis, special characters, symbols, text formatting, or custom fonts.

   

5. (Optional) You can also add a QR code to your postcard image that links to your Customer Portal URL. ServiceTitan doesn't have a QR generator, but we recommend using Canva.

6. Finish creating your direct mail campaign and launch when ready.