Overview
Use Marketing Pro to create campaigns to facilitate marketing communications with your customers, saving you time and effort. You can create Email campaigns, Direct Mail campaigns, SMS campaigns, and multi-step campaigns that include a combination of email, direct mail, and SMS messages. These can be one-time or automated campaigns.
Who uses this feature
This article is for Marketing Pro v2. If you are using Marketing Pro, see Marketing Pro for content specific to your experience.
You can check your version following these steps:
Go to the navigation bar and click Marketing
.If the side menu under Analytics includes One-Time Campaigns and Automated Campaigns, you're using Marketing Pro v2. If these options aren't visible, you're using Marketing Pro.
Feature configuration
Marketing managers, business owners, and other marketers on your team
Primarily benefits Commercial Service and Replacement business types and Residential 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, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
If you select an Acquisition audience, you can only create a one-time campaign with direct mail content. Automated campaigns and email content are only available for Retention audiences.
You can view, clone, archive, and unarchive your campaigns.
To make sure your customers can receive your marketing content, see Configure customer profiles for marketing campaigns.
Create a campaign
Go to the navigation bar and click Marketing
.In the side menu, go to Campaigns > Campaign Manager.
Click Create Campaign > Pro Campaign.
On the Create Pro Campaign pop-up that opens, enter a unique, brief, and descriptive Campaign Name for your campaign with a maximum of 60 characters.
(Optional) Enter a Description of the campaign.
Click Start Building.
This opens the draft campaign screen with all five steps:
Step 1 - Set goal: Select the marketing goal for the campaign.
Step 2 - Select a tracking number: Set a tracking number for the campaign.
Step 3 - Select an audience: Set which of your customers will receive marketing content from this campaign.
Step 4 - Add content: Add and create the content sent to customers as part of this campaign.
Step 5 - Confirm contact details: Confirm the sender information for this campaign.
Step 1: Set goal
Select the marketing goal for this campaign:
In the Goal section, click Edit.
By default, the Marketing tab is selected. If you want to create a transactional marketing campaign, select the Transactional tab. For more, see Understand transactional versus marketing messages.
Select the goal for your campaign.
When finished, click Save.
Step 2: Select a tracking number
You can add tracking phone numbers in three ways. You can generate a new number, assign an existing number, or enter a manual number.
Note: If call tracking is not required for this campaign, click Call tracking is not required for this campaign and go to the next step.
Generate new number
In the Tracking Number section, click Edit.
Click Add Tracking Number > Generate new number.
On the Add New Number pop-up that opens, select Local Number for a local campaign or Toll-Free Number for a regional or national campaign.
For Local Number only, enter the area code or ZIP Code you want the tracking number to correspond to.
(Optional) If you want your tracking number to include a particular set of digits, enter them in the Contains field.
Click Search Numbers.
On the Search Results screen that opens, select a tracking number and click Choose Number.
On the Set Forwarding Number screen 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 then click Add Number.
Note: Adding new tracking number steps can differ depending on the phone integration you use. If you're using Phones Pro, you must add phone numbers in DialPad. For more, see Add or edit tracking numbers.
Assign existing number
In the Tracking Number section, click Edit.
Click Add Tracking Number and then Assign existing number.
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.
Enter manual number
Manual phone numbers do not track revenue to the campaign but are available as a merge tag. To enter a manual number:
In the Tracking Number section, click Edit.
Click Add Tracking Number and then Enter manual number.
On the Enter Manual Number pop-up that opens, enter a number then click Save.
Step 3: Select an audience
You can add audiences that will receive your marketing content in two ways:
Select an existing retention or acquisition segment in the Select Audience dropdown.
If you select a retention audience, choose the role to receive campaign content. Options include:
Account Primary Contact: The main point of contact for the entire account.
Account All Contacts: All eligible contacts assigned to the account.
Property Primary Contact: The main point of contact for a specific location.
Property All Contacts: All eligible contacts assigned to the location.
Other roles: Includes contacts responsible for specific tasks or communications within the account.
.png?sv=2026-02-06&spr=https&st=2026-06-03T15%3A18%3A38Z&se=2026-06-03T15%3A40%3A38Z&sr=c&sp=r&sig=CoufCcFjwzEWRH4sItBC9XTnkJFQUgQQYhMrjlEvPmo%3D)
To create or update an audience segment, click Manage Audiences then Acquisition Segments or Retention Segments. You can then click Create Segment to create a new segment or Edit to edit an existing segment. For more, see Create Marketing Pro Segments.
Step 4: Add content
In the Content section, click Add Content.
On the Content screen that opens, select the Starting Trigger for the campaign:
For one-time campaigns, select Set Date then select a Launch Date for the campaign. All marketing content for this campaign is sent on this date.
For automated campaigns, select the Retention Audience, Roles, and a Send Sequence Until trigger. Triggers include:
No Trigger: The campaign will continue sending each message in the campaign sequence until the customer no longer qualifies for the audience or unsubscribes.
Specific Date: The campaign will continue sending each message in the campaign sequence until a specific date.
Click Save.
Click the Plus icon to add Email, Direct Mail, or SMS content.
Add the content. For more, see:
When finished, click Save & Continue.
Step 5: Confirm contact details
The Contact Details section includes information generated automatically from the information you provided for the selected brand.
In Contact Details, you can see the following information:
Brand: Information is generated automatically from your Brand Details but you can update it.
Medium: Includes the following contact details:
Email tab: The Sender Information section includes the email campaign sender details such as sender name, email, and more. We recommend creating and using an email address specifically to manage communication for this email campaign.
Direct Mail tab: The Return Address section includes the address you want undeliverable mail sent to. The Shipping Method is generated automatically.
To update the information:
In the Contact Details section, click Edit.
Use the Brand dropdown to update the brand.
Click the Email tab to update the sender information.
Click the Direct Mail tab to update the return address and shipping method.
When finished, click Save.
Schedule the campaign
Review the campaign. If all looks good, your campaign is ready to be scheduled.
Note: If you're not ready to schedule the campaign, click Finish Later to save the campaign and schedule it at a later time.
For automated campaigns:
Click Schedule Campaign.
Click Launch Now or Schedule for Later.
If you select Schedule for Later, enter the Launch Date then click Confirm in the Schedule Campaign pop-up.
For one-time campaigns:
Click Schedule Campaign.
In the Schedule Campaign pop-up that opens, click Confirm.
Your campaign is scheduled. Click View Campaign to view your new campaign.
FAQ
How can I send marketing mail, email, or SMS text messages?
To send marketing content, you need to create marketing campaigns. Marketing campaigns allow you to send targeted content to your customers by direct mail, email, and SMS text message. For more, see Create Pro campaigns.
How can I create or edit a marketing campaign in ServiceTitan?
To create a campaign:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Click Create Campaign and select the type of campaign you want to create:
Pro Campaign: Send targeted emails, direct mail, or SMS text messages to your customers. You can create one-time or ongoing campaigns that automatically send as new contacts qualify for the audience. For more, see:
Tracking Campaign: Create tracking campaigns to track and monitor campaigns created outside ServiceTitan. For more, see Create tracking campaigns.
Autopilot Campaign: Launch prebuilt campaigns tailored to your business.
You can edit your campaigns in the Campaign Manager in Marketing Pro:
Go to the navigation bar and click Marketing.
In the side menu, go to Campaigns > Campaign Manager.
Find the campaign you want to edit in the list and click More > Edit.
Make and save your changes.
For more, see Manage Marketing Pro campaigns.
Do automated campaigns send the same content to the same customers repeatedly?
No. Automated campaigns do not send the same marketing content to the same customers repeatedly. The campaign sends the content to the initial group of customers in the audience, then sends it to any new customers who qualify for the audience in the future.
For more, see Create one-time and automated campaigns.
Why wasn’t my scheduled SMS or email campaign sent?
Scheduled campaigns may not send due to several reasons, including:
The campaign was placed back in Draft status, paused, or archived.
The audience size was zero at the time of sending.
For SMS campaigns, customers may not have opted in.
Can I send a mass email to all customers?
Yes, you can send a mass email to all customers by creating an audience that includes all customer records. However, best practices suggest using more specific segmentation for better results and to avoid being flagged as spam.
For more, see Create Pro campaigns.
Is there a way to retrieve marketing email content from the campaigns I created in Marketing Pro after canceling the service?
After canceling Marketing Pro, access to campaign details is lost. The campaign names may still be visible, but the content is no longer accessible. You can check the campaigns in Next however, remember that Next and Go environments are synced once a week on Fridays.
How can I set up one-time vs. automated campaigns?
One-Time (Scheduled) Campaign:
When adding content to the campaign, select a Launch Date to set a date for a trigger start. The Set Date option is selected by default.
Note: You can launch the campaign immediately, later the same day, or at a later date and time.
Automated (Recurring/Drip) Campaign:
When adding content to the campaign:
Click Condition to set the trigger start for the automated campaign.
Note: The Added to Audience condition is selected by default and cannot be changed. Customers are automatically enrolled in the campaign when added to the selected segment.Select a Retention Audience to apply this condition to its customers.
Tip: Click Manage Retention Audience to create or update retention segments as needed.Choose the roles to 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.
Other roles: Includes contacts responsible for specific tasks or communications within the account.
Select a trigger to stop sending this sequence in the Send Sequence Until dropdown. Options include:
No Trigger: The campaign will continue until a customer no longer qualifies for the segment or unsubscribes.
Specific Date: The campaign will continue until the stop date.
When finished, click Save.
How do I schedule an email campaign for a specific date?
You can create a one-time email campaign and select the date you want it to launch. If your campaign has more than one email, you can specify the number of days between each email.
For more, see Create Pro campaigns.
Can customers email me back?
Yes, customers can reply to marketing emails. Their reply will be directed to the email address you entered in the Reply To field of the campaign’s Sender Information.
Can I send marketing content to multiple email addresses that belong to the same customer?
No, email campaigns can only be sent to one email address per customer record, so make sure to turn on the toggle for Marketing Updates next to the email address you want to prioritize in receiving your marketing content.
What happens if you set a campaign to keep sending until "X" happens, but also set the days for subsequent emails in a sequence?
The campaign will stop sending when the stop condition is met by the customer, even if there are additional remaining emails within the drip series of the campaign.
Can customers renew or purchase a membership through Marketing Pro email campaigns?
Currently, there’s no direct integration between Memberships and Marketing Pro campaigns that allow customers to automatically purchase or renew a membership in ServiceTitan. While the Marketing Pro can send membership reminder campaigns, customers can’t complete the purchase or renewal directly from the campaign.
However, you can include a link in your email template that directs customers to your company’s Customer Portal or to their online opportunity—if you’ve created a membership renewal estimate for them on a job. For more, see Add special links and merge tags to your marketing content.
Can I mass email customers?
Yes, with ServiceTitan’s Marketing Pro feature, you can send mass emails to customers by creating an email marketing campaign in ServiceTitan. Simply choose or create an audience that includes all the customers you want to reach when building the campaign. After your campaign is set up and launched, those customers will receive your email content.
However, we recommend sending targeted emails when possible, as they tend to deliver better engagement and results.
Can I schedule automated emails?
Yes, we support automated campaigns that automatically go out to your customers after they qualify for the campaign audience.
While you can schedule the date the automated campaign launches and first starts sending emails, you can't schedule when future customers that enter the campaign audience at a later date will start receiving the emails.
Adding a dynamic date filter to your audience will help determine when future customers can qualify for a live automated campaign. For more, see Create Marketing Pro Segments.
Can I create triggered drip campaigns?
Yes, you can. For more, see Create Pro campaigns.
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.
Why is Direct Revenue for my email campaign $0?
Direct Revenue pulls from the job campaign, not the call campaign. You can verify if jobs are being assigned to the email campaign and then check those jobs’ invoice subtotals:
Run a report from the Calls dataset.
Include the Number Dialed, Job Number, Job Campaign, Call Campaign, and Invoice Subtotal KPIs.
If you filter the Number Dialed column to see calls made to the campaign’s assigned tracking number, you can also see if any jobs are associated with those calls. Then, check if the Job Campaign column matches the call campaign. If the job campaign equals the call campaign, check that the Invoice Subtotal for those jobs is greater than $0. If the Invoice Subtotal for those jobs is not greater than $0, no revenue will show for that campaign.