ServiceTitan missed call text: Marketing Pro setup

Disclosure: we wrote and sell a guide on this.

A ServiceTitan missed call text is sent by a Missed Calls SMS campaign in Marketing Pro. It isn't a same-night switch: per ServiceTitan's help, transactional campaigns launch the next day at the earliest. Here's what it needs, the steps, and the quirks to train your team on.

What the Missed Calls campaign does

ServiceTitan's Missed Calls campaign automatically texts callers whose calls you miss, and you can include a sequence of up to four texts. ServiceTitan counts a missed call as an Abandoned Call without a call recording attached.

ServiceTitan Marketing Pro cost and access

Missed Calls campaigns need Marketing Pro; ServiceTitan's help says to request a demo on its Pro Products page or contact your Customer Success Manager to get started. The help article doesn't list a price, so ask your CSM for a quote before you plan around it. If you're comparing Phones Pro or other add-ons, ask the same question about missed-call texting.

ServiceTitan texting: what you need first

Marketing Pro (above).
The Chat feature must be activated to create SMS transactional campaigns.
If your Marketing menu shows One-Time Campaigns and Automated Campaigns, you're on Marketing Pro v2, and ServiceTitan's "Create Pro campaigns" article applies instead.

Steps (from ServiceTitan's help article)

Per ServiceTitan's help, the steps are the ten below, from Marketing > Pro Campaigns to Schedule Campaign.

Go to Marketing > Pro Campaigns.
Click Create Campaign > Start from scratch.
Select SMS Text Message – Transactional Campaigns, then Next.
Enter a Campaign Name (max 60 characters), then Start Building.
Goal: Select Goal → Missed Calls → Save.
Number: Add Number → Add Tracking Number → generate a new number or assign an existing one.
Audience: skip it. Missed-call campaigns send automatically.
Content: Add Content, confirm the Terms of Use, enter your message and set the Time Delay. Save & Continue.
Click Send Test and enter your cell number.
Click Schedule Campaign and pick a date, tomorrow at the earliest.

ServiceTitan SMS quirks to know

Sending window: ServiceTitan's missed-call texts respect quiet hours and only send between 8:00 AM and 9:00 PM.
Blank names: Customer-name merge tags appear blank for callers without a customer record, and ServiceTitan recommends a general message. Template A1 below works.
"Abandoned" calls: If your team answers a call without clicking the green call bubble, Marketing Pro treats it as abandoned and sends the missed-call text. Train your team before launch.
STOP: A customer who texts Stop to a campaign tracking number is opted out of all your SMS campaigns.

Tracking number and registration

If the tracking number you generate is new to texting, carrier registration applies on top of the next-day launch. Automatic texts start once carriers approve your registration. Quo reports most approvals within 24–48 hours, but some take up to 20 days or longer. Until the campaign goes live, a voicemail greeting asking callers to text you covers the gap.

Step 4 content: a message that works with blank merge tags

Because names can come out blank, use a message with no customer merge tags. Template A1 from the guide's text pack fits:

[Business]: sorry we missed your call, we're on a job. What's the problem and your address? We'll call you back shortly. Reply STOP to opt out.

One text is enough for a missed call. Anything promotional needs the customer's permission.

After launch: one test call

After the launch date, call your tracking number from a phone with no customer record and let it ring out. Check the text arrives inside the sending window, starts with your business name, and includes STOP.

If you're comparing options

Free: the one-page missed-call worksheet; no email needed.
Free: the missed-call cost calculator
The Missed-Call Fix ($39 guide): click-by-click steps for ServiceTitan and the other main tools, and 16 copy-paste texts. See the guide
30-day money-back guarantee: email vendorpapers@mail.grokbot.com within 30 days of your purchase for a full refund, no questions asked.
Not affiliated with or endorsed by Housecall Pro, Jobber, ServiceTitan, Quo or Google. Product names belong to their owners.