Problem
Click-to-call or Click-to-text action buttons can be included in Marketing Pro emails to prompt users to take action from the email. Action buttons may not work depending on the user's specific device and email application.
Solution
Click-to-call or Click-to-text action buttons can be included in Marketing Pro emails to prompt users to take action from the email. However, action button functionality may differ depending on the user’s specific device and email application. Essentially, the Marketing Pro email template builder allows companies to insert action buttons into their email templates, but Email providers render email elements differently from each other (even within the same email provider but across different devices). ServiceTitan doesn’t have any direct control over whether a user’s email app allows for click-to-text/call.
To solve the issue, use the following workflows:
Check button setup
To determine whether or not the email template is set up correctly, check the button setup in the email template builder.
To do so:
In ServiceTitan, go to the navigation bar and click Marketing.
From the side menu, select Email Templates.
Locate the email template that contains the button, and click Edit.
In the Configure Email Template window, select the button section in the template.
Check the Content Properties panel on the right:
If the button is for opening a website, the Link type should be Open web page, and the URL you enter in the Url field must start with https://.
Note: If you include a special link or merge tag in the button’s Url field and send a test email, the test most likely won’t generate a real link since it’s not attached to any customer data.
If the button is for click-to-text, the Link type should be Send SMS, with the campaign tracking number entered in the Tel field without any spaces or characters.
If the button is for making a call, the Link type should be Make call, with the campaign tracking number entered in the Tel field without any spaces or characters.
If the button action or tracking number is incorrect, fix the discrepancy:
Click Save.
From the Actions dropdown, click Send Test to test the button.
If the button is already correct or still doesn't work after correcting any setup errors, follow the Check device type workflow.
Check device type
Although call/text action buttons can work on a desktop if the browser has a call or text extension, such as Talkdesk or Dialpad installed, the buttons are mainly optimized to work when the email is viewed on mobile devices.
Check if the user is viewing the email on a mobile device.
If the user is not viewing the email on a mobile device, guide them to view the same email on a mobile device.
If the user is already viewing the email on a mobile device or has switched to a mobile device but the button still doesn't work, follow the Try other email applications workflow.
Try other email applications
The functionality of action buttons—such as click-to-call or click-to-text—depends on the email application and device used to open the email. While the Marketing Pro email template builder lets you add these buttons to your templates, it's ultimately up to each email provider to support this functionality. ServiceTitan does not control whether a recipient's email app allows click-to-call or click-to-text actions.
Some devices, such as iPhones, might require customers to long-press the call button to reveal a menu with a Call option.
If the action button doesn't work in the customer's default mobile email application, suggest opening the email in a different application. For example, if they're using the Gmail application, suggest switching to the Apple Mail application.
Note: Testing conducted in June 2022 showed that only the Apple Mail and Android Mail applications supported both click-to-text and click-to-call. Gmail and Outlook supported click-to-call but not click-to-text.
As a workaround for email applications that don't allow click-to-text or click-to-call functionality, follow the steps in the Add tracking number to button section.
Add tracking number to button
It’s recommended to type the tracking number in the action button as a failsafe. For example, enter ‘Call us at 888-888-8888’ instead of just ‘Click here to call’. This way, the user can still copy and paste the number on their phone in case their email application doesn’t support the click-to-call or click-to-text functionality.
In ServiceTitan, go to the navigation bar and click Marketing.
From the side menu, select Email Templates.
Locate the email template that contains the button, and click Edit.
In the Configure Email Template window, highlight the button section in the template and type the campaign's tracking number into the button.
Click Save.