Overview
In ServiceTitan, your first automated campaign closes the loop between the jobs your team books and the revenue that's still sitting in open estimates. Marketing managers and business owners use Marketing alongside Field, Contact Center , Scheduling, and Dispatch to follow up automatically on estimates technicians presented but customers haven't accepted yet. The result is more booked work without extra office effort.
This article walks you through building your first Campaign: an automated Unsold Estimates campaign. You'll set up your audience, load campaign content, configure automation rules, and run a launch checklist.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Applies to all trades
Things to know
In Marketing, you may select one-time campaigns for specific events, like a one-day sale, or automated drip campaigns to send messages automatically based on customer activity.
Automated campaigns continue enrolling new customers as they meet your audience criteria. They stop only when you set a date, a customer no longer qualifies, or a customer unsubscribes.
Atlas surfaces an Unsold Estimate Follow-Up recommendation in Campaign Manager when it detects open estimates in your account. The recommendation includes a revenue alert with the dollar amount and customer count.
Audiences for automated campaigns must use dynamic dates so prospects enter the audience as soon as they qualify. Static dates create a fixed list that won't refresh.
Autopilot campaigns generate a unique tracking phone number automatically based on your area code and postal code under Settings > Marketing Pro > Brands. Confirm these are accurate before launch so attribution is correct.
Marketing gives you two complementary paths to launch this campaign: the Autopilot Library (prebuilt, ready in minutes) and the Pro Campaign builder (full control over audience and content). Use Autopilot for your first campaign whenever possible.
Best practices
Start with the Atlas recommendation in Campaign Manager. Powered by Titan Intelligence, Atlas analyzes the unsold estimates Field and your CSRs have logged and ranks the opportunity by revenue, so your first campaign targets the highest-value follow-ups first.
Launch on both email and SMS channels. Many Foundational Campaigns in the Autopilot Library include a multi-step, multi-channel sequence that gets stronger engagement than a single email.
Confirm your brand settings before launch. Marketing pulls your logo, sender name, and company details directly into Autopilot campaigns, so any gaps show up in the customer's inbox.
Coordinate with the team handling the resulting bookings. When responses come in, Contact Center routes the call, Scheduling can book it online, and Dispatch assigns the technician. Make sure everyone knows the campaign is running so they're ready for the lift.
Review campaign performance weekly. Ask Atlas How is my Unsold Estimates campaign performing? to get a plain-language summary and improvement suggestions.
Use cases
A residential HVAC company has $47,000 in open estimates from 127 customers — many for system replacements technicians presented in the field. An automated Unsold Estimates campaign re-engages these customers over the following weeks with email and SMS reminders that link back to the estimate. The campaign stops enrolling each customer the moment the estimate is sold or dismissed.
A commercial plumbing contractor wants every estimate over $3,000 followed up for 30 days. The marketing manager builds a Retention Segment for unsold estimates above that threshold and runs an automated campaign that pauses delivery as soon as a job is booked from the estimate.
A multi-trade business launches the Foundational Unsold Estimates campaign from the Autopilot Library in under five minutes, then uses Atlas to tighten the audience to residential customers only and adjust the email copy to match a seasonal promotion.
Step 1: Confirm your prerequisites
Before you build the campaign, confirm your brand details and channel settings in Marketing. Campaign delivery and tracking depend on these.
Go to the top toolbar and click Settings.
In the side panel, go to Marketing Pro > Brands.
Confirm your company name, address, logo, sender email, and area code and postal code are filled in and accurate. Autopilot uses these values to personalize every campaign and to generate a local tracking phone number. If a local number isn't available, Autopilot uses a toll-free number instead. Calls placed to the tracking number route through Contact Center and land with the right CSR for follow-up.
(For SMS) In the side panel, go to Marketing Pro > SMS Settings. Confirm your SMS marketing registration is approved and your opt-in settings are configured.
Tip: SMS adds a second channel that boosts response rates, but it requires registration approval that can take several days. If you haven't registered yet, launch the email portion first and add SMS once approval comes through.
Step 2: Create your Retention Segment
A Retention Segment defines who receives the campaign. For unsold estimates, the segment targets existing customers who have an open estimate. Because automated campaigns enroll customers as they qualify, use attributes about something (the estimate itself) rather than a static customer list.
Go to the navigation bar and click Marketing.
In the side menu, go to Audiences > Retention Segments.
On the Retention Segments screen, click Create Segment.
On the Create Segment pop-up that opens, enter a unique segment name with at least two characters. For example, Unsold Estimates — 30 days. Click Create.
In the Segment Inclusion Group, click Add Filter.
Click Select Attributes and choose Attributes about something.
Add inclusion filters for unsold estimates. At minimum:
Filter for estimates with an Open status.
Filter for estimates created within a rolling date range, such as the last 30 days. Use a dynamic date so the segment refreshes daily.
Note: Estimates Field generates from in-home appointments flow directly into this segment. As technicians present new estimates each day, the customers who don't sell on the spot enter the audience automatically.
(Optional) In the Segment Exclusion Group section, click Add Filter to exclude any customer types you don't want to reach. For example, exclude customers without a verified email if you're sending email-only.
When finished, click Save. Marketing calculates the Reach — the number of customers and contact methods in the segment.
Step 3: Launch the campaign from the Autopilot Library (recommended path)
The Autopilot Library is the fastest way to launch your first campaign. It includes ready-to-launch email and SMS campaigns pre-targeted to common audiences, with your logo and company details already loaded.
Open the Autopilot Library
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Autopilot Campaigns.
On the Autopilot Library screen, review the three sections:
Recommended Campaigns: Personalized recommendations from Atlas, with a text field to describe what you want.
Foundational Campaigns: High-performing, proven campaigns. Start here for your first launch.
All Marketing Campaigns: The complete collection of prebuilt campaigns.
Select the Unsold Estimates campaign
In the Foundational Campaigns section, select the Unsold Estimates campaign.
On the campaign detail screen that opens, review:
General Details: Marketing channel, automated or one-time delivery, and current status.
Campaign Type: Unsold Estimates.
Audience Details: Pre-targeted to customers with open estimates.
Potential Reach: Forecasted number of customers the campaign may reach.
Launch Date: Defaults to today. Adjust as needed.
Stop Trigger: Sets when a customer leaves the campaign. For Unsold Estimates, this is typically when the estimate is sold or dismissed.
Caution: Some Autopilot campaigns include multiple messages across email and SMS, sent on a schedule. Review the full sequence before launching so you know what each customer will receive and when.
Customize with Atlas (optional)
To refine the audience, messaging, or targeting in plain language, click Edit with Atlas.
Type a request in the Ask Atlas field. For example:
Only send this to residential customers.
Exclude anyone who booked a job in the last 14 days.
Make the second email more urgent.
Review Atlas's changes in the preview. When the campaign matches what you want, return to the detail screen.
Tip: Atlas can change campaign text, audience filters, and tone, but it can't swap subject lines or replace most images. For those changes, click Edit in Advanced Builder to open the full Marketing campaign editor.
Launch
Confirm the Launch Date on the detail screen.
(Optional) Confirm the auto-generated tracking phone number is correct. Autopilot assigns this for you based on your area code and postal code under Settings > Marketing Pro > Brands.
Run a pre-launch check:
Reach: Confirm the Potential Reach count looks reasonable. A reach of zero usually means the audience filters are too restrictive. A reach in the tens of thousands usually means filters are too broad.
Sequence: If the campaign includes multiple messages, click through each one and confirm the timing, channel, and copy match what you want to send.
Stop trigger: Confirm the Stop Trigger matches the outcome you want — for unsold estimates, the customer leaves the campaign when the estimate is sold or dismissed.
Click Launch Campaign.
The campaign is created as a new Pro Campaign and appears in Campaign Manager with a Scheduled or Live status, depending on your launch date.
Step 4: Build a custom Pro Campaign (alternative path)
If your audience or message doesn't fit any Autopilot template, build a Pro Campaign from scratch. Use this path for highly customized targeting — for example, when you want to filter by business unit, estimate value, or trade.
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
On the Campaign Manager screen that opens, click Create Campaign > Pro Campaign.
On the campaign builder screen, enter the campaign details:
Campaign name: A unique name, such as Unsold Estimates — Commercial Q2.
Campaign goal: Select Unsold Estimates.
Tracking number: Select an available tracking number or let Marketing assign one.
Audience: Select the Retention Segment you created in Step 2.
Click Add Content, then build your email, SMS, or direct mail message. For more, see Create email campaign content, Create SMS campaign content, or Create direct mail campaign content.
Configure the automation rules when the Automated delivery logic is selected:
Click Condition to set the trigger start. The Added to Audience condition is selected by default. Customers enroll automatically as they join the segment.
Select the Retention Audience to apply the condition to.
Choose the roles that receive campaign content. Options include:
Account Primary Contact: The main point of contact for the entire account.
Location Primary Contact: The main point of contact for a specific location.
All Account Contacts: Target all eligible contacts assigned to the account.
All Location Contacts: Target all eligible contacts assigned to the location.
Other roles: Contacts responsible for specific tasks or communications.
In the Send Sequence Until dropdown, select a stop trigger:
No Trigger: The campaign continues until the customer no longer qualifies for the segment or unsubscribes.
Specific Date: The campaign continues until the stop date.
Run a pre-launch check:
Reach: Confirm the audience Reach count looks reasonable for the segment.
Content: Preview each message in the sequence to confirm your logo, copy, and links display correctly.
Stop trigger: Confirm your Send Sequence Until selection matches the outcome you want.
When finished, click Save.
Note: The campaign moves its status, depending on your launch selection. When launching, you have two options:
Launch Now: Starts the campaign immediately and the status changes to Live.
Schedule for Later: Allows you to select a future date and time for the campaign to launch and the status changes to Scheduled.
Step 5: Coordinate your team and confirm launch
Once the campaign is launched, confirm it's live as expected and align the team that will handle the response volume.
Cross-product check: Tell your CSRs, dispatchers, and technicians the campaign is live. As customers call back, Contact Center logs the call, Scheduling can convert online bookings, and Dispatch Po assigns the right technician based on capacity and skills.
Launch confirmation: In Campaign Manager, confirm the campaign moved to Scheduled or Live status, and verify the launch date and delivery time are what you intended. Scheduled campaigns reflect the current local time and will send at the date and time chosen.
Step 6: Monitor performance with Atlas
After launch, use Atlas to track results and refine the campaign without leaving Marketing.
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
At the top of the screen, the Your Campaigns, Supercharged by Atlas panel shows performance recommendations on your live campaigns.
Click Ask Atlas to open a conversation. Try questions such as:
How is my Unsold Estimates campaign performing?
What can I do to improve my open rates?
Which estimates haven't responded yet?
Review Atlas's recommendations. If you want to apply a change, confirm it in the chat and Atlas updates the campaign.
Tip: Atlas links insights from across the ServiceTitan Max suite. Ask What's the revenue from this campaign? and Atlas pulls data from sold estimates, invoiced jobs, and tracked calls to attribute results back to the campaign.