1. From within a Chrome browser, locate the Totango Touchpoint Connect extension: Totango Touchpoint Connect.
2. Click Add to Chrome.
3. From the security prompt, click Add extension.
   
   

   The extension is added to your installed extensions. 
   

   You can locate in your browser's installed extensions by typing chrome://extensions/ in your address bar.

4. Open your Gmail inbox and refresh.
5. Click Compose to create a new email draft. 
6. From your message's formatting bar, click the Totango icon.
   
7. From the Touchpoint Connect side bar, click Sign In. Log into Totango with your authorized credentials or Google SSO (if enabled for your instance). 
       

   We recommend that you use the same email for Gmail and Totango to ensure that you have full access to the same account set in both applications. 

1. From any new email, open the Touchpoint Connect extension from the formatting bar.
2. In the Touchpoint Connect pane, start typing the name of an account to find the one you want. You can also sort account results by account name, health, or account type*.
   

   
   *Sorting by account type is particularly helpful to delineate parent accounts from their opportunities (or other child account types). Sorting is case-sensitive. If something doesn't appear to be sorting the way you expect, check the case of the account type within Totango; the widget shows all account types as upper case, but the sorting mechanism relies on the source case as it is stored in the database.

3. Once you select the account, click on a name from the available contacts. If you do not see the contact in the list, try searching for the contact by name. You can also sort contacts by name, role, and email.

   The touchpoint gets logged under the selected account, regardless of a blank "To" or CC" field, recency rule, or Touchpoint Default BCC Email value.

   • If Create email as Touchpoint is enabled, a touchpoint identifier is added to the Bcc distribution line of your email.
   • Contacts and team members are added to the To line of your email.
   • You can optionally drag-and-drop to move the addresses to different distribution lines, particularly if you want to ensure email replies with internal Totango users are captured on your timeline as touchpoints (see helpful hints below).
   
4. Expand the Touchpoint Summary section to optionally choose the touchpoint flow and reason(s).
   • Select the appropriate flow for this interaction, if different from the default.
   • Choose one or more reason for the interaction, depending on admin settings. If a touchpoint reason is required, you must choose at least one.
     
5. Compose your message, and send your email as you normally would. The touchpoint gets logged in Totango on the account timeline.

Helpful Hints

• You can manually add recipients to your distribution list that are not listed in Totango as contacts.
• Touchpoints added via Touchpoint Connect for Gmail are added to the timeline as new touchpoints. If you want to have threaded email communications in a touchpoint, you can use the Reply to a Touchpoint feature.
• The touchpoint identifier defaults to the BCC line in your distribution. Thus, any reply from your email recipients (even if they are authorized Totango users) will not create a reply touchpoint in your timeline.
  
  • If you want responses on the timeline, move the touchpoint identifier address to the To or CC line. Only Totango users will have their touchpoints added to the timeline when they respond using “Reply All.”
  • If you move your customer recipients to the BCC line, any reply from your email recipients (even if they are authorized Totango users) will not create a reply in your timeline.