--- title: "Use marketing analytics" slug: "use-marketing-analytics" updated: 2026-10-16T00:50:19Z published: 2026-10-16T00:50:19Z canonical: "help.servicetitan.com/use-marketing-analytics" --- > ## 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. # Use marketing analytics ## Overview Use the built-in analytics suite to understand, assess, and improve your marketing campaigns. Use charts to track campaign progress over time, and use ideas and concepts from your successful campaigns to boost campaigns. > [!NOTE] > **Note:** Although you'll get the most out of Marketing Analytics if you're using Marketing Pro, you can also track the performance of your legacy campaigns. --- ### #### Make sure you’re viewing the correct Marketing Pro content This article is for Marketing Pro. If you are using Marketing Pro v2, see [Use marketing analytics](/roofing/docs/use-marketing-analytics-1) 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%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%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%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) #### 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. - Account configuration is required to use this feature. Please contact [Technical Support](http://go.servicetitan.com/ask) for details. ## View the Marketing Analytics From *Analytics* you can see the performance of all of your Marketing Pro campaigns in one place. 1. To see Marketing Analytics, go to the navigation bar, click **Marketing**. 2. In the side menu *Analytics* is expanded by default to display **Marketing Overview**. In *Analytics* you can: - Use the date filter to select a date, a date range, or select a custom date range. > [!TIP] > **Tip:** Use the *Year to date* filter to efficiently track your campaign marketing performance from the beginning of the year to the current year. ![Analytics dashboard showing date range options and performance metrics for jobs sold.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-14o7ze5w.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - Use the *Business Unit (BU)* filter to track marketing reporting data by campaign BUs. You can assign BUs to your campaigns in **Settings > Operations > Campaigns**. > [!NOTE] > **Note:** This does not filter by invoice or job BU. ![Analytics dashboard showing calls and booked jobs with filter options for business units.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-2lo819ze.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - See the total number of calls, booked jobs, Sold jobs, and revenue generated for the chosen date range, or click **Create Campaign** to [create Email Campaigns](/roofing/docs/create-email-campaigns) and [create Direct Mail Campaigns](/roofing/docs/create-direct-mail-campaigns). ![Analytics dashboard showing calls, booked jobs, sold jobs, and revenue statistics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-zcud0j7z.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - Review details about your top performing categories and campaigns. - Click the **Revenue**, **Booked Jobs**, **Sold Jobs**, and **Calls** tabs to see which of your campaigns are performing best across different metrics. You can also click the **Top** and **Bottom** buttons to toggle between the top-performing and worst-performing marketing categories. ![Overview of top performing marketing categories with revenue and campaign statistics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-chr54vw9.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) > [!TIP] > **Tip:** You can also click on each campaign or category to explore it in more detail. ## View category dashboards Select a campaign category from analytics to review performance metrics for that campaign. Metrics differ between campaign categories. ### Email PRO KPIs The Email category metrics dashboard provides details across four KPIs: ![Email campaign performance metrics showing calls, leads, revenue, and attributed totals.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-8xj4n7cp.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - **Performance Totals:** Campaign category performance, including: - Total number of calls, leads, manual calls, and booked jobs generated. When a homeowner opens an email sent to them, and makes a call from any number associated with their account within a specified number of days, that call will be attributed to the originating email campaign. - Total number of new customers created as a result of this campaign. A new customer is defined as a non-existing customer that has called using a tracking number from an email campaign. - **Revenue Totals:** Metrics on revenue, including: - The total revenue generated by this campaign, the number of sold jobs, the amount you're spending on this category per month, and the cost of each new lead. - Total number of Return on investment (ROI) created as a result of this campaign cost and the revenue. This is calculated by the formula in [Understand campaign costing and return on investment (ROI)](/roofing/docs/use-marketing-analytics#understand-campaign-costing-and-return-on-investment-roi). - **Email Metric Totals**: Metrics on email performance, including: - Total number of emails sent, successfully delivered, opened, and how many times a link in one of your marketing emails was clicked. - Total number of customers who unsubscribed from your marketing content using an unsubscribe link in an email sent by this category. - **Attributed Totals:** Metrics on attributed revenue including: - **Attributed Revenue:** Total attributed revenue created by the email pro campaign within the selected date range. - **Attributed Calls:** Total attributed calls created by the email pro campaign within the selected date range. - **Attributed Jobs:** Total attributed jobs created by the email pro campaign within the selected date range. ### Direct Mail PRO KPIs The Direct Mail category metrics dashboard provides details across four KPIs: ![Performance metrics for direct mail campaign including calls, leads, and revenue totals.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-rr529egh.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - **Performance Totals:** Metrics about the campaign category's performance, including: - Total number of calls, leads, manual calls, and booked jobs generated - Total number of new customers created as a result of this direct mail campaign - **Revenue Totals:** Metrics on revenue, including: - The total revenue generated by this campaign, the number of sold jobs, the total amount you're spending on this category, and the cost of each new lead. - Total number of Return on Investment (ROI) created as a result of this direct mail campaign cost and the revenue. This is calculated by the formula in [Understand campaign costing and return on investment (ROI)](/roofing/docs/use-marketing-analytics#understand-campaign-costing-and-return-on-investment-roi). - **Direct Mail Metric Totals:** Metrics about the direct mail lifecycle and delivery, including: - The ordered number of direct mails, the number of placed direct mail campaigns, the number of printed postcards, the number of shipped postcards, the number of failed to-be-printed and shipped postcards, and the number of canceled postcards. - **Attributed Totals:** Metrics on attributed revenue including: - **Attributed Revenue:** Total attributed revenue created by the direct mail pro campaign within the selected date range. - **Attributed Calls:** Total attributed calls created by the direct mail pro campaign within the selected date range. - **Attributed Jobs:** Total attributed jobs created by the direct mail pro campaign within the selected date range. ### SMS PRO KPIs The SMS category metrics dashboard provides details across four KPIs: ![Performance metrics for SMS campaigns, including calls, leads, and revenue totals.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-avn5etem.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - **Performance Totals:** Metrics about the campaign category's performance, including: - Total number of calls, leads, manual calls, and booked jobs generated. - Total number of new customers created as a result of your SMS campaigns. - **Revenue Totals:** Metrics on revenue, including: - The total revenue generated from recipients clicking links in the text messages. - The total revenue generated by this campaign. - The number of sold jobs. - The total amount you're spending on this category. - The cost of each new lead. - **SMS Metric Totals:** Metrics about the SMS lifecycle and delivery, including: - The number of text messages sent. - The number of text messages with a link clicked and the percentage rate at which text messages had links clicked. - The number of text messages that were replied to and the percentage rate at which text messages were replied to. - The cost of your SMS campaigns. - The number of customers who chose to unsubscribe from future text messages. - **Attributed Totals:** Metrics on attributed revenue including: - **Attributed Revenue:** Total attributed revenue created by the SMS campaign within the selected date range. - **Attributed Calls:** Total attributed calls created by the SMS campaign within the selected date range. - **Attributed Jobs:** Total attributed jobs created by the SMS campaign within the selected date range. ## Email, Direct Mail, and SMS Campaigns table ![Table displaying campaign names, statuses, launch dates, and revenue details for marketing campaigns.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-wm9u4i1e.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) Under the *Email, Direct Mail, and SMS KPI* cards, you see a table where you can: - Track the status, launch date, revenue, and more about each campaign. - Click a campaign to see more details. - Click the **Automated** or **One-Time** tab to change the type of campaign you see. - Click the header of a column to sort it in ascending or descending order. - Click ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-18h6rlh8.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) to filter the column. ## View metrics drill down To view and export the details of the Email, Direct Mail, or SMS metrics: 1. Click the Email, Direct Mail, or SMS metric. The *Details* page of the selected email, direct mail, or SMS metric opens. 2. Click **Export CSV** to download the information in XSLX format. ![Table displaying direct mail metrics with customer names, addresses, and dates sent.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-ljz0pxxr.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) ## View campaign details dashboards See analytics about each of your campaigns by clicking on it from the analytics dashboard. From the campaign details dashboard, you can: - Use the date filter to select a date range or select a custom date range. ![Campaign metrics display with performance, revenue totals, and attributed totals sections highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-orf12ar6.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - See performance progress and revenue generated by the campaign. ![Graphs showing daily performance metrics for calls, jobs, and revenue trends over time.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-nssbmfya.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - Click **Stop** to stop the campaign. ![Email campaign details showing audience, delivery logic, and options to stop sending emails.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-vxpfxpwq.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - Review KPIs for the campaign, including *Performance Totals*, *Revenue Totals*, *Metric Totals*, and *Attributed Totals*. > [!NOTE] > **Note:** The metrics differ for email, direct mail, and SMS campaigns. For more details about these KPIs, see [View category dashboards](/roofing/docs/use-marketing-analytics#view-category-dashboards). ![Performance and email metrics summary showing calls, leads, revenue, and attributed totals.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-f0kya0ds.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - For Email campaigns, see each email sent as part of the campaign along with its sent, delivered, opened, and click rates. ![Comparison of email performance metrics for two promotional emails over two days.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-b17ovme6.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - For Direct Mail campaigns, see each postcard sent as part of the campaign and the quantity ordered for each. ![Mail details for a 4x6 postcard including shipping and return address information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-aul9tqiw.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - For SMS campaigns, you can: - Track the progress of text messages scheduled for delivery today. ![Overview of SMS campaign status, including messages sent and audience details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-xrbvdmhx.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - See each text message sent as part of the campaign along with its sent and reply rates. You can also click **Send Test** to send a test text message to the phone number of your choice. ![SMS details showing two text messages for scheduling maintenance appointments.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-szwkw9vq.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - If a job was booked as a result of a call, you can click **View Job** to see the job. ![Table displaying call outcomes, dates, and job details for customer interactions.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-ys7jcwrt.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) - Click on a call to listen to a recording of the call. From the *Call Playback* popup, you can also add tags to the call, reclassify the call, and attach forms to the call. ![Call playback details showing job ID, tags, and booking confirmation for Sally.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-febxwec7.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) ## Understand campaign costing and return on investment (ROI) You can use campaign costing in analytics to understand not only how much you're spending on campaigns, but what your ROI for each campaign is. In Marketing Pro, ROI is calculated as a percentage and is determined by the following formula: ((Revenue - Cost) / Cost) × 100) > [!NOTE] > **Note:** Only some types of campaigns, like Direct Mail, have a cost. You won't see a cost and ROI column for campaigns like email marketing as they do not have an associated cost. ### Set campaign cost To see the ROI for your campaigns, first set their cost: 1. In the navigation bar, click **Marketing**. 2. In *Marketing Overview*, select a campaign category to add a cost. ![Overview of top performing categories with metrics for Pay Per Lead, Email, and Referral.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-cs1ckhs3.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) 3. In the *All Campaigns* table, click **Add** to add a campaign cost. ![Campaign overview showing revenue, calls, and options to add new entries.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-fsr7u3ng.jpg?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) 4. You can add a daily or a monthly cost for each month you plan to run the campaign. - If you add a monthly total, the daily cost is calculated automatically - If you add daily total, the monthly cost is added automatically ![Campaign cost details for customer referrals in January and February 2021.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-0wgbvkzx.jpg?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) 5. When you're done, click **Save**. *Revenue Totals* updates with your campaign costing information: ![Revenue totals showing $2,450 revenue, $1,128.22 total cost, and 117.2% ROI.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-5udc27fh.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) 6. Or, you can update an existing campaign cost by hovering over its cost, and clicking **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) . ![Table displaying campaign performance metrics including revenue, cost, and ROI for three campaigns.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-fgisvn7i.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) > [!NOTE] > **Note:** You can add and update cost from Revenue Totals KPIs. ![User interface displaying revenue totals with an 'Add' button highlighted for input.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-marketing-analytics-image-ionllmsj.png?sv=2026-02-06&spr=https&st=2026-11-01T18%3A46%3A44Z&se=2026-11-01T19%3A46%3A44Z&sr=c&sp=r&sig=7O3rCXvMEChvJMB4l1r9nQTfOMBqnSnTZ%2BA8BHraKVc%3D) ## FAQ --- ### #### How do I resolve bounced emails? A bounced email is one that is rejected by the mail server and not delivered to its intended recipient. There are two types: - **Hard bounces:** Occurs when email addresses are rejected outright, such as invalid email addresses, closed email accounts, or misspelled domain names or recipient addresses. Hard-bounced addresses are added to the [suppression list](/roofing/docs/manage-the-suppression-list). You can use this list to understand why some customers aren’t receiving your marketing emails. Where appropriate, you can then take action to ensure they will receive your emails in the future. - **Soft bounces:** Occur due to temporary issues, such as a full inbox. #### Can I track emails I sent to customers? Yes, you can see who received, opened, clicked, and unsubscribed from any email campaign from the [Marketing Pro Dashboard](/roofing/docs/use-marketing-analytics-1). In custom reporting, the [Campaign Summary report template](/roofing/docs/campaign-summary-report-template) can be customized to include the *Total Emails Sent*, *Total Emails Delivered*, *Total Opens*, and *Total Clicks* KPIs. You can also view a list of all the marketing messages you have sent to customers from the *Marketing Activity* section of their [Customer Records](/roofing/docs/customer-and-location-records-home). #### What should I do if my email campaign isn't showing as sent? After your campaign’s scheduled launch date and time passes, allow a few minutes for the status to update. If the status still hasn't changed after that time, try refreshing the page. This often resolves display issues and shows the updated status. ## Want to learn more? - See [Marketing Pro](/roofing/docs/marketing-pro-home) - See [Manage Marketing Pro functions](/roofing/docs/manage-marketing-pro-functions) 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) See Converted job. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Bulk or automated email campaigns sent to customer segments from within Marketing Pro. **What it does:** Drives repeat business and membership renewals by staying in front of customers with targeted, personalized messaging. **Also called:** Email marketing, Drip campaigns **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Physical mailer campaigns triggered and tracked through Marketing Pro to target specific customer segments. **What it does:** Reaches customers in markets where digital response rates are lower, with revenue attribution tracked back in ServiceTitan. **Also called:** Postcard campaigns, Direct mailers **Tags:** Marketing 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)