Configure Marketing brand details in ServiceTitan Max

Overview

In ServiceTitan Max, your brand details power the identity your customers see across every touchpoint — from the Marketing emails and SMS you send, to the booking confirmations Scheduling delivers, to the Review Requests Marketing Reputation surfaces. Adding a default brand and configuring its email and SMS settings is the first prerequisite step before you build campaign content. It establishes the merge tag values, sender identity, logo, footer compliance details, and marketing SMS registration that Marketing draws on automatically every time you launch a campaign.

This article walks Marketing Managers and Admins through the full Marketing brand setup. Because ServiceTitan Max runs Marketing alongside ServiceTitan features, this guide also calls out the places where your configuration affects other parts of your operation — so you set it up once and it works everywhere.

Where brand setup fits in the ServiceTitan Max workflow

In ServiceTitan Max, Marketing is one of several features that work together to drive and convert leads. Marketing works with Dispatch, Scheduling, and Virtual Agent, and Contact Center Pro handles inbound Call routing.

Your default brand configuration is the foundation for how Marketing represents your business inside this pillar:

• Marketing email and SMS campaigns — Pull your logo, sender identity, address, footer, and trade selections from the brand automatically.

• Marketing reputation and email validation features — Use the same brand identity established here for review request emails, suppression list management, and email validation.

• Scheduling booking links inside Marketing campaigns — When your Marketing campaigns include Scheduling booking links, they land in customers' inboxes carrying the brand identity you configure here. This is one of the concrete integrations that Demand pillar onboarding validates before a Max customer goes live.

A brand represents a part of your company. If you operate multiple brands that offer the same service but with unique branding, you'll add your primary brand here as the default and add additional brands later. For ServiceTitan Max customers with multiple legal entities or trade-specific brands (for example, a residential HVAC brand and a commercial plumbing brand under the same parent company), set up the default brand first, then add the others.

Tip: In ServiceTitan Max, brand identity is an important decision — the campaigns Marketing sends, the booking links they carry, and the review requests they trigger all present the same brand to your customer. Configure the default brand once, then repeat for any additional brands your company operates.

Before you begin

Complete these prerequisites in ServiceTitan before you start the Marketing setup wizard. ServiceTitan Max customers should treat these as a single connected setup, not as separate product configurations.

• Verify your ServiceTitan Core company profile. Your company name, address, and contact information in ServiceTitan Core inform the brand details you'll enter. Confirming the Core profile is accurate first means less rework later.

• Confirm business hours. Business hours appear in Marketing footers and in Scheduling booking confirmations, so they need to be correct in Core before campaign content references them.

• Have your logo file ready. Acceptable file types are PNG, JPG, SVG, and JPEG. Logos can be any size, but you'll get the best results if your logo is at least 180 x 180 pixels.

• Register your business for SMS and MMS delivery with The Campaign Registry (TCR) before you reach Step 3. You can't submit your Marketing Registration until TCR registration is complete. If you skip this, you can configure email now and complete SMS later by clicking Complete Later. See Register your business for text messaging with TCR in ServiceTitan Max to learn more.

• Confirm the email address and sender domain you want customers to see. The sender email becomes your default marketing sender identity, and the sender domain establishes the technical sending infrastructure for the brand.

Required permissions

You need the Can access ServiceTitan Marketing Pro module permission to configure brand settings. If you don't have this permission, contact your account administrator.

Things to know

• The Marketing setup wizard walks you through three steps. You can click Complete Later at any point and pick the configuration back up — but you must complete email and SMS settings for your default brand to use all features available in Marketing.

• When you first start using Marketing, your account is in a warmup period. This helps establish the email reputation of your business and reduces the likelihood of your messages being labeled as spam. While your account is warming up:

  • The number of marketing messages you can send each day is limited.

  • Each day, you can send more email messages than the day before.

  • If you schedule a campaign that exceeds the daily limit, emails over the limit will send the following day.

• Marketing registration with TCR can take up to two weeks to be approved. During this time, the Marketing Registration screen displays a Registration in Progress tag, which updates to Registered after approval.

• If you choose different sender details when building a new campaign, the new information overrides the defaults set during brand configuration.

• Address field names change based on country. United States customers see Zip Code and State; Canadian customers see Postal Code and Province.

Set up Marketing

To launch the setup wizard:

1. Go to the navigation bar and click Marketing.

2. Click Let's Set It Up.

3. On the Welcome pop-up that opens, review the information, then click Get Started. 

4. Review the information on the Setup Default Brand & Configure Email screen, then click Begin Setup.

You'll complete setup in three steps:

1. Add default brand — Provide the brand details and trades for your company's default brand.

2. Configure email settings for default brand — Configure the email settings, including sender details and footer.

3. Configure SMS settings for default brand — Complete the marketing registration process to enable marketing SMS features.

Step 1: Add default brand

On the Add Default Brand screen that opens after you click Begin Setup, provide your Brand Details and select your trades.

Provide Brand Details

Select trades

In the Select Trades section, select each trade that applies to the brand.

Note: New email templates are periodically added for each trade you select. If none of the trades match your business exactly, or you want access to all available templates, ServiceTitan recommends selecting all trades.

Finish Step 1

1. When finished entering brand details and selecting trades, click Next.

2. On the Brand Added pop-up, click Configure Email to move into Step 2.

Step 2: Configure email settings for default brand

The email settings define how emails sent from your marketing campaigns appear to recipients. You'll configure three sections: Sender, Reply-To, and Footer.

Configure the Sender section

In the Sender section, enter the sender information for your outgoing marketing emails:

• Sender Name — The sender's name as it appears in customer inboxes. For example, John Doe, or your company name.

• Sender Domain — The web subdomain of your brand. Outgoing marketing emails are sent from the value you enter here plus domain.com. For example, nexttenant.service(domain).com.

• Sender Email — The email address you want marketing content to originate from. After you enter the sender's email address, the sender's domain is added automatically. For example, john.doe@SenderDomain.PartnerDomain.com.

Note: If you choose different sender details when building a specific campaign, that campaign's settings override the defaults set here.

Configure the Reply-To section

In the Reply-To section, enter the email address where customer replies to marketing campaigns should be routed. This is often a different address than the Sender Email — for example, your campaigns may send from marketing@yourcompany.com but customer replies might route to customerservice@yourcompany.com so they reach your CSR team directly.

Tip: Route Reply-To to a monitored inbox your CSR team owns — a shared team inbox or distribution list — so marketing replies don't get lost. This is a mailbox routing decision handled outside your telecom system, so the pattern is the same whether you're on Basic Phones, Phones Pro, or Contact Center Pro.

Configure the Footer section

In the Footer section, enter the details that appear at the bottom of your marketing emails:

• Legal Copy — Any legal information about your brand that you want to include in your marketing content, such as disclaimer information or links to relevant customer or license agreements.

• LIC # — Your skilled trade license number.

• Copyright Text — Copyright information for your company.

Finish Step 2

1. When finished, click Finish.

2. On the Email Configured pop-up, click Configure SMS to move into Step 3.

Step 3: Configure SMS settings for default brand

To send marketing text messages to customers, you must first submit your Marketing Registration to The Campaign Registry (TCR).

Note: You must register for texting with TCR before you can submit your Marketing Registration. If you haven't done this yet, see Register your business for text messaging with TCR in ServiceTitan Max, complete that registration, then return here. You can click Complete Later to come back to SMS settings after TCR registration is in place.

Review business information

The Employer Identification Number (EIN), Business Information, and Business Identifiers and Stock details sections populate automatically with the information you submitted when registering for texting. If you need to update any of this information, contact Technical Support for assistance.

Provide Messaging Usage Details

1. In the Messaging Usage Details section, enter your SMS Objective. Clearly explain how you plan to use marketing SMS messages, detailing your purpose and the type of messages you intend to send. Keep the description appropriate and realistic for your brand.

2. Provide two unique sample messages that reflect the type of content you plan to send. When writing your samples:

   • Include opt-out language at the end of each sample. By default, ServiceTitan appends Text STOP to opt-out to the end of every message. Include this in your samples so they match what customers will actually receive.

   • If you regularly include links or phone numbers, include the most common link and phone number in a sample message. Use real URLs and phone numbers — not placeholders — or the registration may be rejected.

1. When finished with the Messaging Usage Details, click Next.

Submit your Marketing Registration

1. In the Terms & Conditions section that opens, confirm you agree to the terms and that the information provided is accurate, then click Submit.

2. On the Submit for Registration pop-up, confirm you want to submit your marketing registration.

3. On the final pop-up, click Done to finish the initial setup of Marketing.

Note: Your marketing registration can take up to two weeks to be approved. During this time, the Marketing Registration screen displays a Registration in Progress tag. After approval, the tag updates to Registered and your account can send marketing SMS campaigns.

How customer contact preferences fit in

Your default brand controls your outbound sender identity. Customer contact preferences control which individual customers can receive marketing content from you. Both need to be in place before you launch campaigns.

Customer contact preferences are set on the Customer Record, not in the Marketing setup wizard. When CSRs book jobs or take customer calls in ServiceTitan Core, they should be trained to capture customer notification preferences at the same time — regardless of which telecom system your business uses.

To prevent a customer from receiving marketing emails, open their customer record, edit it, select the option to exclude them from promotional marketing emails, and save the record. The customer's email address is added to your suppression list automatically. You can also manage the suppression list directly through Marketing > Audiences > Suppression.

Tip: Your CSRs are often the first to learn that a customer wants to opt out — whether that's on a Basic Phones call, a Phones Pro call, or a Contact Center Pro conversation. Build the contact preference check into your call wrap-up process so opt-outs are captured the moment they're requested — not after the next marketing send.

After you complete brand setup

With your default brand, email settings, and SMS registration in place, you can move on to building campaigns and the supporting assets that draw from your brand:

1. Set email validation preferences. Configure how Marketing validates recipient email addresses before sending.

2. Build audiences and email templates. Create the customer segments your campaigns will target and the reusable layouts they'll use.

3. Launch One-Time Campaigns and Automated Campaigns. Use the Autopilot Library to launch prebuilt campaigns or create your own one-time and automated campaigns from scratch.

4. Add additional brands (if applicable). If your company operates multiple brands, add each one and repeat the email and SMS configuration. Manage all brands from your Marketing Brand settings.

In ServiceTitan Max, those next steps connect directly to your other features: audiences can be filtered by Scheduling booking history, campaigns can include tracking numbers managed in Marketing Ads, and SMS campaigns rely on the marketing registration you just submitted.

Want to learn more?

• • See Set email validation preferences

  • See Build you first automated campaign in ServiceTitan Max