--- title: "Learn SMS opt-in and opt-out workflows for Marketing Pro" slug: "learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro" updated: 2026-10-16T00:50:22Z published: 2026-10-16T00:50:22Z canonical: "help.servicetitan.com/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro" --- > ## 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. # Learn SMS opt-in and opt-out workflows for Marketing Pro ## Overview Learn the opt-in and opt-out workflows for transactional and marketing SMS messages built into ServiceTitan for your Marketing Pro campaigns. By understanding these workflows, you can ensure compliance while effectively communicating with your customers. --- ### #### Who uses this feature - Marketing managers, business owners, and other marketers on your team - Primarily benefits Residential Service and Replacement business types and Commercial 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. ## Things to know - To send text messages through ServiceTitan, you must complete the *Register for Texting* form otherwise your messages will be blocked. For more, see [Register your business for SMS and MMS delivery](/roofing/docs/register-your-business-for-sms-and-mms-delivery). - Your Marketing Registration must be approved by The Campaign Registry (TCR) before you can send opt-in requests or marketing text messages to customers. For more, see [Submit Marketing Registration](/roofing/docs/submit-marketing-registration). ## Learn opt-in workflows for transactional SMS messages Transactional messages provide information for a specific transaction or service, such as unsold estimates or Recurring services. These messages do not include promotional content. For more, see [Understand transactional versus marketing messages](/roofing/docs/understand-transactional-versus-marketing-messages). With Marketing Pro, you can build campaigns to send transactional SMS messages for [unsold estimates](/roofing/docs/create-unsold-estimates-campaigns-using-sms), [recurring services](/roofing/docs/create-recurring-service-campaigns-using-sms), and [missed calls](/roofing/docs/create-missed-calls-campaigns-using-sms). ### Opt customers into transactional SMS messages Written consent is not required for transactional SMS messages. Consent can be implied or captured verbally. You can set a customer's notification preferences on their Customer Record: 1. [Search for](/roofing/docs/use-search-in-servicetitan) and open the customer record. 2. In the side menu, click **Edit** next to *Contact Methods*. 3. Click **Notifications** for the phone number you want to update notification preferences for. 4. Turn on the **Job Notifications** and **Marketing updates** toggles. ![Edit contact methods with options for job notifications and marketing updates selected.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-j30c3ptw.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) 5. Click **Save**. The customer is now opted in to receive job notifications, including SMS messages, from transactional campaigns in Marketing Pro. ### Opt customers out of transactional SMS messages Customers can opt out of receiving transactional SMS messages at any time by replying *STOP*. When they do, ServiceTitan automatically sends a reply acknowledging their request and immediately opts out their phone number. This ensures no further messages are sent, regardless of the notification preferences set in ServiceTitan. If customers wish to resume receiving messages, they can reply *Restart* or *Enroll* in the same message thread. ![Text messages about opting out of Titan Home Services communications and future options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-ik7kj0lr.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) ## Learn opt-in workflows for marketing SMS messages Marketing messages promote products, services, or events to encourage sales for engagement. They contain promotional content encouraging customers to take a specific action, such as booking a service. For more, see [Understand transactional versus marketing messages](/roofing/docs/understand-transactional-versus-marketing-messages). With Marketing Pro, you can build campaigns to send [marketing SMS messages](/roofing/docs/create-marketing-campaigns-using-sms) to your customers. ### Opt customers into marketing SMS messages Written consent is required before marketing SMS messages can be sent to a customer. ServiceTitan uses a double opt-in flow to collect this consent. You can initiate the double opt-in flow in three ways: 1. **Send opt-in requests from the customer record:** You can start the double opt-in flow for a single customer from the customer record. The customer then receives an SMS message prompting them to reply *Yes* if they agree to receive your marketing SMS messages. After a *Yes* response is received, the customer's phone number is considered opted in. For more, see [Generate opt-in requests for marketing text messages](/roofing/docs/generate-opt-in-requests-for-marketing-text-messages). ![Editing contact methods with options for notifications and sending requests highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-mv0xv2kg.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) 2. **Add opt-in links to your email templates and website:** You can generate an opt-in link that can be embedded within your email templates and website. When customers click this link on their mobile device, it automatically opens their messaging application with the prewritten message, "I would like to sign up for marketing text messages!". After the customer sends this message, they are opted in for SMS marketing messages. For more, see [Generate opt-in requests for marketing text messages](/roofing/docs/generate-opt-in-requests-for-marketing-text-messages). ![Promotional message encouraging email subscription with benefits and a call to action.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-hyxi7zm2.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) 3. **Add an opt-in form to your website:** You can add a prebuilt form created by ServiceTitan to your website for customers to fill out to opt into your marketing SMS messages. When customers fill out this opt-in form, ServiceTitan initiates the double opt-in flow to the phone number entered by the customer. The customer can then reply *Yes* to opt-in to your marketing SMS messages. For more, see [Generate opt-in requests for marketing text messages](/roofing/docs/generate-opt-in-requests-for-marketing-text-messages). ![Form to subscribe for SMS updates, requesting name and phone number input.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-6jhzus8z.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) Marketing Pro only sends messages from *SMS Text Message - Marketing Campaigns* to phone numbers that have explicitly opted in through one of the above methods. ### Opt customers out of marketing SMS messages ServiceTitan automatically adds, "Reply STOP to opt out" to the end of all messages sent by *SMS Text Message - Marketing Campaigns*. When customers reply with *STOP*, ServiceTitan automatically opts out their phone number from receiving future marketing SMS messages. They can still receive transactional messages, ensuring they don't miss out on any critical notifications about their upcoming jobs and appointments. If customers wish to resume receiving messages, they can reply *Restart* or *Enroll* in the same message thread. ![Text messages about HVAC service discount and opting out of notifications.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/learn-sms-opt-in-and-opt-out-workflows-for-marketing-pro-image-x25gh42n.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A47%3A46Z&se=2026-11-01T19%3A47%3A46Z&sr=c&sp=r&sig=FpDAYd9dB2IhA1Z3mKJ8tKuxXV0UKB3CnoVoDPXgWjg%3D) ## FAQ --- ### #### Why did my customer receive an unexpected confirmation text after replying "yes”? When a customer replies *yes* to any text message to opt-in, they may receive an automatic confirmation message directly from the carrier or The Campaign Registry (TCR). This is a standard compliance message that cannot be disabled or customized by ServiceTitan. #### 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. ## Want to learn more? - See [Understand transactional versus marketing messages](/roofing/docs/understand-transactional-versus-marketing-messages) - See [Generate opt-in requests for marketing text messages](/roofing/docs/generate-opt-in-requests-for-marketing-text-messages) 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 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) The package of service visits included with a membership. When you sell a membership, recurring services are attached to the customer service location with details including start dates, service recurrence, and preferred technician. These details are used to create recurring service events. [Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [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)