Understand Totango In-App

Who can use this feature?

  • Global admins and users with advanced permissions can view, edit, and/or publish experiences
  • Totango In-App is a premium feature—contact sales to learn more
  • Not currently available on EU servers

Totango In-App is a no-code software to scale user onboarding with product tours, drive product adoption with announcements, and trigger helpful product hints.

Where to find In-App

Once enabled, Totango includes three areas to manage, build, and review in-app experiences.

  1. In-App tab (SuccessBLOCs)

    Once In-App is enabled for your account, global admins can access the In-App tab from any SuccessBLOC. Global admins can also manage In-App view, edit, and publish permissions for other Totango users.

  1. In-App Builder (Chrome extension)

    During the build process, leverage the In-App chrome extension to design experiences, define target segments, and deploy experiences on top of your web application. 

  1. In-App Builder Settings

    Within Totango, see all experiences across SuccessBLOCs, view metrics and settings per experience, set global design preferences, and access other global settings related to initial installation and setup.

 

Recommended steps for initial setup

Before you publish new experiences to your application, a Totango global admin should complete the following setup steps.

  1. Install the Totango in-app builder code snippet
    The script tag required for Totango In-App is a JavaScript snippet that you can install in the global head section of your website's codebase.

  2. Track updates to user data in your application
    This step of the installation process is optional. However, we strongly recommend tracking updates in order to show in-app experiences to users based on real-time updates

  3. Track custom events
    This step of the installation process is optional and can be done post-installation. Tell Totango when a user does a specific action of importance on your application—such as updating their profile picture or sharing a document—and then launch Totango In-App experiences based on these events.

  4. Set Totango user permissions
    Before you start building, determine whether other Totango team members can view experience properties, edit experiences, and publish experiences. (Requires collaboration access within SuccessBLOCs.)

  5. Add the In-App Chrome extension
    In order to build experiences on your website, each person with permissions to build must add the In-App Experience Builder extension to their Chrome browser.

  6. Start building!
    Use the Builder to create, design, segment, and deploy experiences. Once an experience is published, use the In-App Builder Settings to review metrics and other settings.

Types of experiences you can build

Totango In-App offers the following types of experiences to deploy on top of your web application:

  • Tour: Interactive demo showcasing features and benefits
  • Checklist: Actionable list of items for users to complete
  • Announcement: Concise notifications for relaying updates
  • Survey: Collect feedback from users at key moments
  • NPS: Net Promoter Score to measure customer loyalty

Prerequisite knowledge

Totango strongly recommends that your in-app team is well-versed in Totango terminology, including data fundamentals, segmentation, and SuccessBLOC basics. Here are the courses we recommend for each role:

  1. Configuring Totango In-App for the first time: Completion of Data Admin learning path or higher (Admin certification).
  2. Building in-app experiences: Completion of SuccessBLOCs Creator learning path or higher (Admin certification).

We also recommend setting up a test user in your system for which you can provide credentials to your Totango implementation or support representative as needed for troubleshooting.

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