Touchpoints capture interactions with your customers and internal team. Admins can configure settings that apply to all users and teams.

Configure general touchpoint settings

Configure touchpoint settings from Settings > Customer Engagement > Touchpoints. The Settings tab allows you to configure the following options.

Emails can be sent from touchpoints

Sending emails from touchpoints is a powerful way to streamline your team's workflows. The From email address used is always the touchpoint sender. Depending on your domain authentication settings, you can choose from the following options:

• No one: Remove the ability to send emails from touchpoints
• Internal users only: Add internal users but no account contacts
• Internal users and customer contacts: Add internal users and account contacts. Requires domain authentication.
• Internal users, customer contacts, and partners: Allows touchpoint creators to enter email addresses as participants, even if the address is not an account contact. This option is often used for partners and other stakeholders on the account. Requires domain authentication.

Domain authentication is required in order to send emails externally (excluding Community and Free Trial editions). If you have recently transitioned from Free Trial to a paid account, you should authenticate your domain as soon as possible. If your domain is not authenticated, the options to email participants and mentioned users in the "Add touchpoint" window are not available.

Allow only one reason per touchpoint

Optionally prevent your team from selecting more than one touchpoint reason.

Count and display touchpoint and replies as one touchpoint

By default, touchpoint replies and follow-ups are counted as separate touchpoints when represented in segments, reports, and scorecards. You can enable this setting to instead count and display touchpoint and replies as one touchpoint.

As an example, if you have a touchpoint and 8 replies to this touchpoint, you can count it as one touchpoint rather than 9 (1 touchpoint + 8 replies).

The following areas apply when this option is enabled. 

Totango Watermark

Optionally remove the Totango watermark from emails. The watermark will be hidden for external participant emails, not for internal users.

Free and community accounts must upgrade to remove the Totango watermark. 

Default touchpoint type for integration

Choose a touchpoint type that is selected by default when touchpoints synced from other systems do not specify a touchpoint type.

Configure touchpoint reasons

From Touchpoint Settings (Settings > Customer Engagement > Touchpoints), click Touchpoint Reasons. The Touchpoint Reasons tab allows you to:

• Add, edit, or delete touchpoint reasons to select when creating touchpoints.
• Make touchpoint reason(s) required.
• Set a default reason to apply to email-to-touchpoints (edit a touchpoint reason and choose Make Default.

Flows typically capture the customer journey, where touchpoint reasons typically capture generic activities that span journeys.

Configure touchpoint types

From Touchpoint Settings (Settings > Customer Engagement > Touchpoints), click Touchpoint Types. The Touchpoint Types tab allows you to:

• Add, edit, or delete touchpoint types to select when creating touchpoints. You can have up to 11 types.
• View the number of times a touchpoint type has been used.

Configure touchpoint templates

The Touchpoint Templates tab allows you to define new or modify existing templates that your team can select from when creating touchpoints.