Who can use this feature?
- Global admins or users with advanced permissions
- Available on all plans
A Chorus.ai integration allows you to automatically create Totango touchpoints from Chorus meetings. Once a connection and integration job is enabled, meetings from your Chorus account will automatically be created as touchpoints.
1. Create a Chorus connection with Totango
Before you create an integration job, you must establish a connection. A connection is an authentication mechanism that allows Totango to integrate to another system.
You must be a Chorus.ai administrator to generate an authentication token.
- In Totango, click Settings from the left nav.
- Expand Data Management > Customer Data Hub.
- From the list of active connectors (left), choose Workspace Tools.
- From the list of available connectors, hover over Chorus.ai, and click Connect.
- Add a name, description, and authentication token from Chorus.
Authentication tokens are available to Chorus.ai administrators. Contact your Chorus.ai admin to obtain a token.
- Click Add Connection.
You can now set up a scheduled integration usage job.
2. Create a Chorus integration job in Totango
Each integration job requires you to specify the Chorus object fields that you want to map to touchpoint attributes. Once the job is active, Totango does the following:
- Upon initial sync: Import the last 7 days of events from Chorus as Totango toucphoints
- Going forward: Import the last 1 day of events from Chorus as Totango touchpoints
See below for more sync processing details.
- From within Totango, locate the established Chorus connection.
- Click +Create Integration.
- Click Touchpoints Inbound.
A new integration page appears.
- From the Object Fields drop-down, select the event fields you want to use from Chorus.
- Click Load Preview.
- In the Map and Format Data Fields area, Totango attempts to map the columns in the data source (Chorus) with attributes in Totango. Ensure that the source field (left) maps to the desired Totango attribute (right).
Required attributes include:
- Account ID: The account ID in Chorus (typically Salesforce ID if used) that maps to the Totango account ID. Foreign key is supported for other configurations.
- Touchpoint ID: The engagement ID from Chorus that maps to the Totango touchpoint ID
Locked fields include:
- Content: The meeting summary in Chorus that maps to the touchpoint description
- Subject: The meeting subject in Chorus that maps to the touchpoint subject
Other fields include:
- Touchpoint Date: The meeting date in Chorus that maps to the touchpoint date
- Created By: The meeting creator in Chorus that maps to the touchpoint creator (Totango team member)
- Participants: The meeting participants in Chorus that map to touchpoint participants. The integration looks at attendees (internal and external) with matching email addresses in Totango (Totango team members and customer contacts/users).
- When fields are mapped, click Validate Mapping. The validation must be successful in order to proceed.
- The first 10 records will values appear. Preview the data in the file to ensure it looks correct.
- From the Settings area, set the following:
- Name: Add a name to help you identify the job later.
- Description: Add a description for the job.
- Allow new accounts/objects creation: Allow new records to be created during the integration. If disabled, only records that already exist in Totango will be affected by the job (default).
- From the Schedule area, set the following:
Run: Choose the recurring schedule you want this job to run. The default is 11PM your instance timezone. The reason for this, is so that the data is always delivered right before your daily is processed. It is highly recommended not to change this.
A Chorus usage integration looks at yesterday's data; therefore, the job frequency can run daily (at most).
- Sync immediately after saving: Run the job now and then run according to the schedule thereafter, or run it according to the next schedule only.
- Enable integration scheduling: Allow the scheduling job. If unchecked, the job will be saved in a disabled state.
- Run: Choose the recurring schedule you want this job to run. The default is 11PM your instance timezone. The reason for this, is so that the data is always delivered right before your daily is processed. It is highly recommended not to change this.
- Click Save and Sync.
- The job is saved, and you can monitor upload progress in real time. The sync status changes automatically as the job completes.
- Click inside a job to view more details.
Data will be immediately reflected in the UI once the processing is done for the selected job:
- Last 7 days of events upon initial sync
- Last 1 day of events going forward
The import timeframe allows Chorus to analyze recordings and generate summaries and action items. It is possible that a meeting to get synced as an empty touchpoint if the Chorus analysis process was not complete prior to the Totango sync. In those events, the empty touchpoint(s) will be updated appropriately in the next sync job.
Question: If I update details in my Totango touchpoint, will the integration overwrite those edits during the next sync from Chorus?
Answer: Yes, if you edit within 24 hours of the touchpoint creation. The recommendation is that you don't edit touchpoints created by the integration for at least 24 hours. After that window has passed, no edits will be overwritten because the touchpoint won't qualify for the "yesterday" filter when the next sync runs.
Question: Can I change the flow that is used for a Chorus integration? Or set a touchpoint reason?
Answer: Not at this time. Integrated toucphoints will default to whatever the default flow is set to in your Totango account. Your teams can manually edit their touchpoints after they're created if they want to adjust the flow or add a touchpoint reason (after at least 24 hours).
Question: How does Totango handle touchpoint participants if a Chorus meeting participant was invited but did not attend?
Answer: Totango accepts participant data as delivered from Chorus, which may include those who did not attend the meeting. If you want to track this level of granularity, it is recommended that your teams manually edit their touchpoints after they're created from Chorus to remove participants (after at least 24 hours).