What should I do if my Marketing Pro audience isn’t working as expected?

Problem

Customers aren't appearing in a Marketing Pro audience as expected, or the audience includes more customers than intended.

Solution

Targeting specific customer groups in Marketing Pro audiences requires an understanding of audience grouping logic and other factors like syncing or email suppression settings. Before you troubleshoot, consider the following:

Target a single customer: If you need to include only one customer for testing a live campaign, create a customer tag. Add this tag to the customer's profile and then set it as an inclusion filter in your audience.
Email suppression: If a customer's profile has Do Not Mail or Do Not Service checked on the Edit Customer page, they will not appear in Marketing Pro audiences for any type of campaign. If a customer's profile has Do Not Send Promotional Marketing Emails checked on the Edit Customer page, they can still appear in the audience reach but won't be able to receive any email marketing campaigns.
Tags: Tags applied to a location, customer, or job can prevent a customer from being included in an audience if you add the tag in its own audience exclusion group.

Follow these troubleshooting steps to resolve audience discrepancies:

Check the audience builder AND or OR logic

The Marketing Pro audience builder uses AND or OR logic based on how you group criteria.

OR logic: This logic applies when you group multiple criteria under separate headers. Customers are included if they meet any of the criteria. In the above example, customers will be included if they're either residential or have an active membership. They don't need to meet both criteria at the same time.
AND logic: This logic applies when multiple criteria are grouped under the same header. In the above example, customers will be included only if they're both residential and have an active membership. They must meet both criteria at the same time.

Depending on which customers should be included or excluded, review the audience filter groupings and make sure they fit the intended logic type:

Go to the navigation bar and click Marketing .
In the side menu, click Audiences.
Next to the audience having issues, click More > Edit .
Note: You can't edit audiences attached to a live or stopped campaign.
Determine the type of customer your campaign is targeted. For example, if you need to target only residential customers with an active membership, AND logic should be used because it only includes customers that match both criteria.
Make sure the criteria are grouped correctly based on the desired logic. For example, if using AND logic to target residential customers with active memberships, add the Residential customer type filter to the same group header as the Active Membership Status filter.
If the audience reach number seems incorrect with one grouping logic, try the other audience logic type to see if that has the desired effect.

If a customer is not included in the audience as expected, check the email suppression settings. If a customer is included in the audience who should not be, clone or re-create the audience from scratch.

Check the audience builder date filters

When setting up your audience, check the Date filter to see if you are using a static or dynamic filter. This choice impacts which customers are included in your audience. If you're using the wrong type, your audience may not populate as expected.

Static Date Filters: Use exact dates. For example, you want to send a spring maintenance reminder to all customers who have an available recurring event between May and June 2025.
Dynamic Date Filters: Use relative dates. For example, you want to send a customer thank-you to any customers who had a completed job within the last day, regardless of the specific calendar date.

To check your audience filters in Marketing Pro:

Go to the navigation bar and click Marketing.
In the side menu, click Audiences.
Click More > Edit for the audience you want to review.
Note: If the audience is attached to a live campaign, you can't edit it. Instead, click More > View to view the audience filters.
Check that the date filters are set correctly and make changes as needed.
When finished, click Continue.

To check your audience filters in Marketing Pro v2:

Go to the navigation bar and click Marketing.
In the side menu, click Audiences then Acquisition Segments or Retention Segments, depending on the type of audience you need to check.
Click Edit for the audience.
Check that the date filters are set correctly and make changes as needed.
When finished, click Save.

Check the Email Suppression settings

The Marketing Pro settings include suppression options such as Double Opt-In, Opt-Out, and general email suppression. While these settings help improve email deliverability and reduce spam rates, they can automatically suppress customers even if they meet all inclusion criteria.

If a customer does not appear in the audience despite meeting all inclusion criteria, check if they are on the Suppression List.

Note: The Suppression List prevents customers from receiving any Marketing Pro emails.

Go to the customer's profile.
Click Edit .
In the Edit Customer form, find the Do Not Send Promotional Marketing Emails, Do Not Service, and Do Not Mail options. If any of these options are selected, the customer won't be able to receive Marketing Pro emails. Do Not Mail and Do Not Service will completely remove the customer from even appearing in any audience reach.
If any of these options is selected, deselect it then click Save.
If the customer still does not appear in the audience even after a hard refresh, click Edit next to Contact Methods.
Make sure Marketing Updates is selected for the desired contact methods. If this is not selected, that contact method cannot receive Marketing Pro emails.
Click Save then refresh the audience.

If these steps don't resolve the issue, check whether Double Opt-In is enabled. To check this:

Go to the top toolbar and click Settings .
In the side panel, go to Marketing Pro > Marketing.
Scroll down to the Double Opt-In section.
If Double Opt-In is enabled, go to the customer's profile and look for the Opted In tag.
If the tag is not on the customer profile, edit their profile and add the Opted-In tag.
Note: Make sure to get the customer's consent first to comply with email spam laws.

If the tag is already on the customer profile and they still don't appear in the audience, check whether Opt-Out is enabled in the Marketing Pro settings. To do this:

Go to the top toolbar and click Settings .
In the side menu, go to Marketing Pro > Marketing.
Scroll down to the Opt-Out Message section.
If Opt-Out Message is enabled, go to the customer's profile and look for the Email Dormant tag.
If the tag is on the customer's profile, edit their profile and delete the Email Dormant tag.
Note: Make sure to get the customer's consent first to comply with email spam laws.

If the tag is not on their profile, see Clone the audience or re-create the audience from scratch below.

Clone the audience or re-create from scratch

The audience builder doesn't automatically sync in real-time during the day. The audience builder scans your customer database on a nightly cadence to determine if there are any newly eligible customers for any Live Automated campaign audiences. Then ServiceTitan prepares those newly eligible customers to be sent any relevant campaigns the next day.

An audience used in a previous Marketing Pro campaign locks to the customer list generated when the first campaign launched. If you reuse this audience for newer campaigns, the recipient list will not update, even if the audience builder shows a current Total Reach number.

To resolve audience discrepancies or syncing issues, clone or re-create the audience.

To clone an audience: