Learn SMS opt-in and opt-out workflows for Marketing Pro

Overview

Learn the opt-in and opt-out workflows for transactional and marketing SMS messages built into ServiceTitan for your Marketing Pro campaigns. By understanding these workflows, you can ensure compliance while effectively communicating with your customers.

Things to know

• To send text messages through ServiceTitan, you must complete the Register for Texting form otherwise your messages will be blocked. For more, see Register your business for SMS and MMS delivery.

• Your Marketing Registration must be approved by The Campaign Registry (TCR) before you can send opt-in requests or marketing text messages to customers. For more, see Submit Marketing Registration.

Learn opt-in workflows for transactional SMS messages

Transactional messages provide information for a specific transaction or service, such as unsold estimates or recurring services. These messages do not include promotional content. For more, see Understand transactional versus marketing messages.

With Marketing Pro, you can build campaigns to send transactional SMS messages for unsold estimates, recurring services, and missed calls.

Opt customers into transactional SMS messages

Written consent is not required for transactional SMS messages. Consent can be implied or captured verbally. You can set a customer's notification preferences on their customer record:

1. Search for and open the customer record.

2. In the side menu, click Edit next to Contact Methods.

3. Click Notifications for the phone number you want to update notification preferences for.

4. Turn on the Job Notifications and Marketing updates toggles. 

5. Click Save.

The customer is now opted in to receive job notifications, including SMS messages, from transactional campaigns in Marketing Pro.

Opt customers out of transactional SMS messages

Customers can opt out of receiving transactional SMS messages at any time by replying STOP. When they do, ServiceTitan automatically sends a reply acknowledging their request and immediately opts out their phone number. This ensures no further messages are sent, regardless of the notification preferences set in ServiceTitan.

If customers wish to resume receiving messages, they can reply Restart or Enroll in the same message thread.

Learn opt-in workflows for marketing SMS messages

Marketing messages promote products, services, or events to encourage sales for engagement. They contain promotional content encouraging customers to take a specific action, such as booking a service. For more, see Understand transactional versus marketing messages.

With Marketing Pro, you can build campaigns to send marketing SMS messages to your customers.

Opt customers into marketing SMS messages

Written consent is required before marketing SMS messages can be sent to a customer. ServiceTitan uses a double opt-in flow to collect this consent. 

You can initiate the double opt-in flow in three ways:

1. Send opt-in requests from the customer record: You can start the double opt-in flow for a single customer from the customer record. The customer then receives an SMS message prompting them to reply Yes if they agree to receive your marketing SMS messages. After a Yes response is received, the customer's phone number is considered opted in. For more, see Generate opt-in requests for marketing text messages. 

2. Add opt-in links to your email templates and website: You can generate an opt-in link that can be embedded within your email templates and website. When customers click this link on their mobile device, it automatically opens their messaging application with the prewritten message, "I would like to sign up for marketing text messages!". After the customer sends this message, they are opted in for SMS marketing messages. For more, see Generate opt-in requests for marketing text messages. 

3. Add an opt-in form to your website: You can add a prebuilt form created by ServiceTitan to your website for customers to fill out to opt into your marketing SMS messages. When customers fill out this opt-in form, ServiceTitan initiates the double opt-in flow to the phone number entered by the customer. The customer can then reply Yes to opt-in to your marketing SMS messages. For more, see Generate opt-in requests for marketing text messages. 

Marketing Pro only sends messages from SMS Text Message - Marketing Campaigns to phone numbers that have explicitly opted in through one of the above methods.

Opt customers out of marketing SMS messages

ServiceTitan automatically adds, "Reply STOP to opt out" to the end of all messages sent by SMS Text Message - Marketing Campaigns. When customers reply with STOP, ServiceTitan automatically opts out their phone number from receiving future marketing SMS messages. They can still receive transactional messages, ensuring they don't miss out on any critical notifications about their upcoming jobs and appointments.

If customers wish to resume receiving messages, they can reply Restart or Enroll in the same message thread.

Want to learn more?

• See Understand transactional versus marketing messages

• See Generate opt-in requests for marketing text messages