ReviewShield + ServiceTitan: Protect Your Google Reviews From Your CRM

ServiceTitan is the dominant field-service CRM for HVAC, plumbing, and electrical companies. If you're already running ServiceTitan with Marketing Pro, you may have review request automation available without paying for a separate platform — most contractors with Marketing Pro don't realize this capability is included.

This guide walks through setting up ServiceTitan's review request automation, explains the coverage it provides, and shows where ReviewShield fits into the picture for contractors who need to handle policy-violating reviews.

What ServiceTitan Marketing Pro includes for review requests

ServiceTitan Marketing Pro's "After-Job Communication" feature allows you to configure automated messages that fire when a job reaches a specific status — typically "Complete" or "Closed." This is the core review request trigger.

What's included:

• Automated SMS and email review requests from completed jobs
• Template builder for message content (personalized with customer name, job type)
• Follow-up sequences if the first message doesn't convert
• Google Business Profile integration for review link delivery
• Reporting on message open rates and review response

What requires Marketing Pro: This is an add-on to ServiceTitan's base platform, typically adding ~$200–$350/month. If you're on ServiceTitan but not Marketing Pro, you'll need either the Marketing Pro upgrade or a separate review platform.

Setting up the review request automation in ServiceTitan

Step 1: Access Marketing Pro automation In your ServiceTitan dashboard, navigate to Marketing → Automations → New Automation.

Step 2: Configure the trigger

• Trigger type: Job status change
• Status: "Complete" (or whatever job-complete status your operation uses)
• Filter: You can filter by job type, business unit, or technician if you want to narrow the scope

Step 3: Set the delay

• First message: 24 hours after job completion (gives the homeowner time to settle before the ask)
• Second follow-up: 4–5 days after first message if no review posted

Step 4: Write the message template Use ServiceTitan's merge fields to personalize:

Hi {{customer.first_name}}, this is {{technician.name}} from {{company.name}}.
Thank you for choosing us for your {{job.job_type}} today.
If you have 30 seconds, a Google review would mean a lot: {{google_review_link}}
Thanks either way!

Step 5: Configure compliance settings

• Do NOT enable satisfaction-score routing (this creates gating — a Google policy violation)
• Set the sequence to send to ALL completed-job customers, not filtered by survey score
• Verify the review link resolves correctly on both iOS and Android before activating

Step 6: Test Create a test job, complete it, and verify the automation fires correctly. Check that:

• The text arrives within the configured delay window
• The review link opens the correct Google review form
• The follow-up fires at the right interval

Monitoring your review pipeline in ServiceTitan

ServiceTitan Marketing Pro provides reporting on:

• Messages sent vs. delivered
• Open rates by channel (SMS vs. email)
• Review conversion rate by job type or business unit

Use these reports monthly to check system health. A sudden drop in conversion rate (reviews per completed job) signals either a broken automation, a link issue, or a change in job volume. Investigate before it compounds.

Where ReviewShield fits

ServiceTitan Marketing Pro handles the generation side of your review strategy — sending requests, following up, and tracking conversion. ReviewShield handles the protection side: identifying and removing reviews that violate Google's content policy.

When to open a ReviewShield case:

1. A one-star review appears from a name not in your ServiceTitan job records
2. Multiple negative reviews appear within a short window from accounts with no review history
3. A review contains language that violates Google's policies (threats, off-topic content, competitor impersonation)
4. Your ServiceTitan job history confirms the reviewer never received service from you

The process:

1. Screenshot the review immediately
2. Cross-reference against ServiceTitan customer records (customer name, address, phone)
3. If no match is found, initiate a ReviewShield case with the review URL, screenshot, and ServiceTitan confirmation of no matching customer
4. ReviewShield builds the evidence file and submits to Google

ReviewShield charges $499 per removed review, pay-on-removal — if the review doesn't come down, you owe nothing.

The full workflow: ServiceTitan + ReviewShield

Job completed in ServiceTitan
        │
        ▼
Marketing Pro automation fires (24hr delay)
        │
        ├─── Customer leaves review → ✅ New review on profile
        │
        ▼ (day 4–5 if no review)
Follow-up message fires
        │
        ├─── Customer leaves review → ✅ New review on profile
        │
        └─── No response → sequence ends

Ongoing monitoring:
        │
        ├─── New review appears → Respond within 24hrs
        │
        └─── Policy-violating review appears → Open ReviewShield case

ServiceTitan's automation builds your review volume systematically. ReviewShield ensures the reviews that violate Google's policy don't stay on your profile. Together, they cover the full lifecycle of contractor reputation management at the platform level you're already working in.