Build & Edit Campaigns with Ask Jenny
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A campaign is a batch of outreach: a specific reason to text a specific group of customers. For example, reminding members their plan is about to renew, following up on estimates that haven't sold, or checking in after a visit. Each campaign is run by one of your agents (Mollie, Ellie, Sally and the rest).
Ask Jenny is the assistant built into your UpSmith dashboard. Tell Jenny what you want in plain language, as you would in a text, and she sets it up. You can build, change, pause and stop campaigns this way, by chatting.
Your agents aren't limited to the campaigns you have today. If you can describe the group of customers and the reason to reach them, Jenny can usually build it.
What you can do
Start a campaign from a goal. Tell Jenny what you're trying to do, like "follow up with everyone who got an estimate in the last 30 days and hasn't booked," and she turns it into a campaign with the right agent.
Choose who it reaches. Describe the group, and Jenny shows you a live preview: how many customers match and a sample of who they are, before anything sends. You can narrow by trade, job type, how long ago the work was, membership, service area, residential or commercial, cancel reason, estimate amount, and more.
Set the schedule and pace:
Which days it sends, and the daily limit. For example: "Only send Tuesday through Thursday, 30 a day."
Follow-ups if a customer doesn't reply. For example: "Send one reminder two days later."
How long before the same customer can be texted again, and whether a "no" is final.
Edit a campaign that's already running. Ask Jenny to find it, and she shows you a summary plus a clear before-and-after of any change.
Pause, resume or stop a campaign. Ask Jenny to pause one campaign, or use Pause sends on the agent's page to pause everything that agent does. Nothing is lost when you pause. See Configuring When and How Your Agents Reach Out.
Keep certain customers out. Ask Jenny to skip customers with a tag, a membership, or a cancel reason, for one campaign or for one agent. To stop outreach to one particular customer, see Do Not Contact.
Pausing an agent vs. pausing a campaign
They sound alike but stop different things:
Pausing an agent stops everything that agent does. Every campaign and trigger it runs goes quiet, and it sends no new outreach to anyone until you resume it. Use it to silence a whole job — all of Mollie's membership outreach, say.
Pausing a campaign stops one send to one group of customers. The agent keeps running its other campaigns.
Both are yours to do: Pause sends on the agent's page for the agent, and Jenny for a single campaign.
What to expect when you make a change
Campaigns send real texts to real customers, so nothing changes quietly:
You confirm before anything changes. Jenny shows you exactly what will change and asks you to approve it in the same conversation.
You see the audience first. The live preview means you're never guessing who a campaign will reach.
Do-not-contact always wins. Opt-outs, do-not-contact and do-not-service are respected on every campaign, whatever its rules.
Jenny works from your ServiceTitan records. She doesn't invent customers, and a campaign is only as accurate as the records behind it.
What still goes through UpSmith
A few settings live outside a campaign. Email support@upsmith.com for:
Turning on a new lead source's campaign. New sources start paused; Google Local Services, Zapier and Modernize you can switch on yourself — see Lead Source Integrations.
How soon after a job, estimate or missed call an event-started campaign texts. For example, Sunny's 30 minutes after a job closes.
Your maintenance plan setup: seasons, time between visits, and which job types count as each visit.
Whether Ellie marks an estimate sold when a customer says yes.
Your Google review link.
If Jenny can't do something you ask, she'll say so rather than guess.
Common questions
Will Jenny message my customers without my okay?
No. Every new campaign and every change is previewed, and only takes effect after you confirm it in the chat.
How do I change who a campaign goes to?
Ask Jenny to edit the campaign's targeting. You'll see the new audience before you confirm.
How do I stop a campaign that's running?
Ask Jenny to pause it, or click Pause sends on the agent's page to stop everything that agent does.
Can I see what a change will do before it happens?
Yes. Jenny shows a before-and-after for edits and a live audience preview for targeting, every time.
Who do I contact if something doesn't look right?
Email support@upsmith.com. We're happy to help write a request for Jenny, or make the change with you.