Problem
For companies using Reputation Management, some customers may not receive review survey requests as intended. Follow the troubleshooting steps below to help determine why a review request may not have been sent.
Solution
Things to know
This article refers to the Reputation Management surveys under Marketing Pro (Marketing > Reputation > Review Generation). If you're experiencing an issue with legacy job completion surveys (Settings > Communications > Customer Notifications > Job Completion Surveys) not sending, see (Legacy) Job Completion Survey Didn't Send.
To turn on the Advanced reputation survey option, go to Settings > Marketing Pro > Reputation Management, select the Advanced Surveys tab, and turn on the Enable Advanced Survey Creation toggle.
Check customer contact configuration
For Reputation Management to generate a survey for a job:
The Job Notifications toggle must be enabled for the contact on the requisite location or customer profile. The Job Notifications toggle on the job screen is not considered for Reputation surveys.
If the survey is an SMS type, the customer's phone number must be a mobile number, not a landline.
Try the following steps to confirm whether the job contact is eligible to receive Reputation surveys.
In the navigation bar, go to Marketing > Reputation > Review Generation.
Click Edit for the review generation survey that should have been sent for the job in question.
If there's no Segment step in the affected survey builder, this means your Reputation survey is only configured to send to the customer listed as the Bill To contact type on the job, and you can go to Step 4. Here's an example of a survey without a Segment step in the builder:
If there is a Segment step in the survey builder, click Continue to see the Segment step, and then note whether the Contact Type is set to Customer or Service Location. Here's an example of a survey with a Segment step in the builder: 
Go to the job record in question and look at the requisite contact details under the Bill To or Service Location information at the top of the job screen, depending on which Contact Type the reputation survey displayed in the previous step. For example, if the reputation survey is set to SMS and does not show a Segment step, this means that the phone number under the Bill To section on the job screen must be a mobile number and have a green bell next to it to be eligible for the Reputation survey. A green bell indicates the Job Notifications toggle is on for that contact, and a red bell indicates the Job Notifications toggle is off for that contact. In the screenshot below, only the (678) mobile number under Bill To has a green bell and is eligible for the SMS-type Reputation survey to be sent for this job.
Note: SMS texts can only be sent to mobile-type numbers.
If the survey in question is an email-type survey and set to send the customer listed as the Bill To contact type, then the survey would not have been sent to the customer in the above screenshot. This is because both email addresses under the Bill To have red bells, indicating the Job Notifications toggles are turned off for those emails. Note: Reputation Management does not look at the Job Notifications toggle on the job screen.
If the Job Notifications toggle wasn't turned on as specified, update the Job Notifications toggle on the requisite contact for future jobs.
If the Job Notifications toggle isn't available in the customer's Contact Methods, go to Enable Job Notification Toggles. If the above conditions are already met, go to Confirm whether the review request SMS was generated.
Enable Job Notifications toggles
To receive Reputation survey texts, the Job Notifications toggle must be enabled for at least one of the customer's phone numbers in Contact Methods on their profile.
If the toggles aren't visible, ServiceTitan has likely hidden them because all job notification types are disabled in the Customer Notifications settings. If you can't see the Job Notifications toggles:
Go to Settings > Communications > Customer Notifications.
Click into any of the notification types.
Turn on the toggle under the Text or Email tab.
Click the Settings tab for that notification type.
In the Exclusion Settings section, select all of your Business Units and Job Types to prevent this notification from sending at all. For more, see Customer Notifications.
When finished, click Save.
You should now be able to see the Job Notifications toggle for customer contact methods. If the Job Notifications toggle is already enabled for the customer's contact method, go to Confirm whether the review request SMS was generated section.
Confirm whether the review request SMS was generated
Use the SMS search to confirm whether a review request text was actually generated by the system.
In the navigation bar, go to Marketing > Reputation > Review Generation.
Click Edit for the review generation survey that should have been sent for the job in question.
Copy a generic section of the text message from the Preview. For example, if the text preview says Hi Tracy, we'd like to know how did Charles Brown do in completing your request? Rate and review the service you received here: goo.gl/7DFK99, then just copy the Rate and review the service section.
Go to the top toolbar and click Search .
Select the SMS search option, paste the text copied in step 3 of this section into the Message field, and paste the job number in question into the Job Number field.
Run the search.
If Reputation did try to generate the survey for the job, the exact SMS message should appear in the search results. If the recipient is saying they did not receive the text, contact Technical Support for further investigation. If the SMS Search doesn't populate any results, go to the next section.
Confirm whether the job met the review generation criteria
If the review generation survey is set up with specific criteria, such as certain business units, job types, tags, or sold thresholds, the job must meet the specified review generation criteria before a survey can be triggered.
For example, if the Segment step of the review generation builder is set up with a Sold Threshold Range greater than $500 and a Business Unit of Electrical - Sales, the completed job also needs to have an invoice total greater than $500 and an Electrical - Sales BU for a review to be triggered.
Go to Marketing > Reputation > Review Generation.
Click Edit for the review generation survey that should have been sent for the job in question.
Click Continue to see the Segment step and note all the job criteria required to trigger a review. If the survey in question does not have a Segment step, contact Technical Support for further investigation.
Go to the completed job in question and make sure the job meets all of the criteria from step 3, including any Advanced filters. Example of a job that meets Segment criteria:
If the job in question does not meet the Segment criteria, then this is why the review request was not sent. If the job does meet the Segment criteria, go to the next section.
Check if the logo is enabled for SMS-type surveys
Companies can enable their logo on the Prompt step of the Review Generation builder for Advanced and Default surveys. If the logo is enabled to send for an SMS survey, this makes the review request text an MMS-type message, or a text message with an attached media file. MMS messages can only be sent through local, non-toll-free tracking numbers. Follow the steps below to check whether the logo is enabled to send with the review request text.
Go to Marketing Pro > Reputation > Review Generation.
Click Edit for the review generation survey that should have been sent for the job in question.
Click Continue until you reach the Prompt step and look for the Include Logo toggle.
If the logo is not enabled, contact Technical Support for further investigation. If the logo is enabled and the survey is for SMS, go to the next section.
Check if Outbound MMS is set up correctly
If the logo is enabled for an SMS survey, check the ServiceTitan phone settings to ensure the Outbound MMS number is local and not toll-free. Texts with media attached, such as a logo, can't be sent if the Outbound MMS is set up as a toll-free tracking number.
Go to Settings
> Phones > Phone Numbers.Locate the Outbound MMS tracking number at the top and then find that same number in the list of Phone Numbers on that screen. You can use the funnel icon in the Phone Number column to search for it directly.
Check the Toll-Free column for the Outbound MMS tracking number.
If the column says Yes, then this is why review request texts aren't being sent. Change the Outbound MMS number in the Phone Settings to one that's non-toll-free. If updating the Outbound MMS number doesn't work, try turning off the logo on the Prompt screen from step 3 of the Check if the logo is enabled section above. Then save the survey.
If the Toll-Free column already says No, contact Technical Support for further investigation.
After making any of the above changes, book and complete a test job for a fake customer with your mobile number saved in the profile to see if the changes worked.