Create Missed Calls Campaigns using SMS

Overview

Create campaigns to automatically text customers when you miss their calls. Write a message that connects with your audience, activate the campaign, and let it handle the rest. No need for outbound follow-up calls—your team can respond to replies and secure more jobs by capturing leads before they turn to competitors.

Things to know

• A missed call is an abandoned call without a call recording attached.

• Activate the Chat feature to create transactional campaigns that use SMS text messages. For more, see Set up and enable Chat.

• Transactional campaigns are launched the next day, at the earliest. This allows ServiceTitan time to process and queue up your text messages ahead of time, which ensures proper delivery.

• Campaigns can be archived, unarchived, and clones. For more, see Manage Marketing Pro functions.

• Campaigns can only be edited in draft mode. For more, see Manage Marketing Campaigns.

• SMS text messages are sent to the newest contact number on the customer profile that has the Marketing Updates toggle enabled. If the text fails to send to this number, ServiceTitan attempts to send to any additional non-landline phone number on the customer profile that has marketing updates enabled. For more, see Set notification preferences for customers.

• To make sure your customers can receive your transactional SMS text messages, see Configure customer profiles for marketing campaigns.

Create a Missed Calls SMS campaign

1. Go to Marketing > Pro Campaigns.

2. Click Create Campaign > Start from scratch.

3. Select SMS Text Message - Transactional Campaigns as the campaign category then click Next.        

   Note: The Activate Chat to Continue pop-up appears if you don't have the Chat feature activated and asks you to navigate to Settings. For more, see Set up and enable Chat.

    

4. On the Create Campaign: SMS pop-up that opens, enter a unique, brief, and descriptive Campaign Name for your SMS campaign with a maximum of 60 characters.

5. (Optional) Enter a description of the campaign.

6. Click Start Building.

This opens the SMS draft campaign screen with all four steps:

• Step 1 - Goal: Choose the campaign type that best matches your strategy.        

  Note: If you don't have Marketing Pro, Recurring Service is the only option available to select.

• Step 2 - Outbound Tracking Number: Assign a unique outbound phone number to properly track revenue for your campaign. You can generate a new one or select an existing number from the numbers you already own.

• Step 3 - Audience: Missed Calls campaigns automatically send text messages whenever a call is missed so you can skip this step.

• Step 4 - Automated Text Message Content: Create a sequence of automated text messages that will be sent to customers as part of this campaign. You can include up to four text messages.

Step 1: Goal

The Goal step is where you designate the campaign strategy.

Note: If you don't have Marketing Pro, Recurring Service is the only option to select.

1. Click Select Goal. 

2. Select Missed Calls, then click Save. 

Step 2: Add outbound tracking number

You can add tracking phone numbers in two ways. You can either generate a new number or assign an existing number.

Generate new number

1. Click Add Number. 

2. Click Add Tracking Number and then Generate new number. 

3. On the Add New Number window that opens, select Local Number for a local campaign or Toll-Free Number for a regional or national campaign.

4. For Local Number only, enter the area code or ZIP Code you want the tracking number to correspond to.

5. (Optional) If you want your tracking number to include a particular set of digits, enter them in the Contains field. 

6. Click Search Numbers.

7. On the Search Results window that opens, select a tracking number and click Choose Number.

8. On the Set Forwarding Number window that opens, enter the phone number at which you want to receive incoming calls for this campaign, or select to use a default number and click Add Number.        

   Note: Adding new tracking number steps can differ depending on the phone integration you use. For more information, see Add or edit tracking numbers.

Assign existing number

1. Click Add Number. 

2. Click Add Tracking Number and then Assign existing number. 

3. On the Select Existing Number window that opens, select an existing number from the list then click Assign Number to add the selected number to your campaign. 

Step 3: Audience

Missed Calls campaigns automatically send text messages when a call is missed, so you don't have to select an audience. You can proceed to Step 4: Automated Text Message Content.

Step 4: Automated Text Message Content

Create your automated text message content to send to customers whose calls you miss.

1. Click Add Content. 

2. Confirm the Terms of Use and click Continue. 

3. In Text Message, enter the SMS text message you want to send to customers whose call you missed. If you don't want to create a custom message, you can use the default message.        

   Note: Customer-related merge tags appear blank when responding to calls that are not associated with an existing customer record. We recommend using a more general message that accounts for both unknown and existing customers.

      

4. Click Add Merge Tag to add merge tags to your message. Merge tags automatically populate information like the customer's first name. Options include:        

   • Customer First Name: The first name of the customer.                

     Note: If the caller does not have a customer record in ServiceTitan, a blank space will appear in the message.

   • Customer Last Name: The last name of the customer.                

     Note: If the caller does not have a customer record in ServiceTitan, a blank space will appear in the message.

   • Company Name: Your company's name entered in the Company Name field in Settings > Marketing Pro > Marketing.

   • Tracking Phone Number: The unique tracking number you selected when building the campaign.

   • Schedule Appointment Link: A link that allows recipients to schedule an appointment through the legacy web scheduler. The legacy web scheduler is only compatible with open capacity planning, not Adjustable Capacity Planning (ACP).                

     Note: If you don't want to use the legacy web scheduler, you can add your preferred scheduler to the message instead of using this merge tag.

   • Schedule Appointment CP Link: A link that allows recipients to schedule an appointment and attributes the incoming booking requests to the customer portal instead of the web scheduler.

   • Unsold Estimates Link: A link that allows recipients to see their most recent open estimate, including their estimate options.

5. Enter how long you want to wait after a missed call is ended before sending the follow-up text message in the Time Delay field.        

   Note: Messages respect quiet hours and only send between 8:00 AM–9:00 PM.

6. When finished, click Save & Continue.

Review and schedule the campaign

You can review your campaign, send a test SMS text message, and schedule a launch date if all looks good.

1. Review each setup step of the campaign. If anything needs to be changed, go to that setup step and click Edit to make your changes.

2. Go to the Automated Text Message Content section and click Send Test, then enter the phone number to send the SMS text message for the test.

3. If all looks good, click Schedule Campaign.        

   Note: If you're not ready to schedule the campaign, click Finish Later to save it and schedule it later.

4. In the Schedule Campaign pop-up that opens, click Calendar to select a campaign launch date, or manually enter a launch date. SMS text messages will start sending on this date.        

   Note: You can launch the transactional campaign with tomorrow's date at the earliest.

      

5. Click Schedule.

Your campaign is scheduled. Click View All Campaigns to see a list of all your campaigns.

Opt-out SMS text message

To stop receiving SMS campaigns, customers can send an SMS text message with the word Stop to the tracking phone number. After a customer opts out, they can no longer receive any SMS campaigns from you, regardless of whether the phone number used in the original SMS campaign is used again or a new phone number is used. Additionally, customers can't receive any messages sent to them by chat.

Note: The Stop request applies to all tracking phone numbers associated with your SMS campaigns, meaning they will subsequently stop receiving messages from any other campaigns.

Tip: If your customer turned off job notifications, they can still receive chat SMS from you.

Opt-in SMS text message

To start receiving SMS campaigns again, a customer can send an SMS text message with the word Start to one of the following three options:

• The same tracking number they opted out from

• Another tracking number from another campaign

• The default SMS number

This allows them to opt in again and receive SMS campaigns from you.

Want to learn more?

• See Overview: Using ServiceTitan Marketing Pro

• See Manage Marketing Campaigns