Legacy connector: Sync data with Salesforce

Support for the legacy connector is available for Totango customers who have a previous legacy connection already established. For new connections, please configure a Salesforce connection with the latest connector.

Establish secure data connection

You must have a Salesforce Enterprise or Unlimited edition license. Make sure you have Salesforce users with administrative privileges.

Multiple Totango instances cannot be connected to the same Salesforce instance. Refer to other CRM connectors.

Log into Totango and go to Settings | Data Management | Customer Data Hub page. Click on the Salesforce Legacy Connector and provide the necessary Salesforce credentials. We recommend creating a dedicated Salesforce user for API access, but you can use any Salesforce user with appropriate privileges for this purpose.

Provide your username, password and security-token. When connected, a green Authenticated! message appears. 

Identify the Salesforce objects you want Totango to sync with

Depending on your business model and what type of business entity you want your customer success team to manage, you might want to pull into Totango several objects from Salesforce. Totango can support syncing with the unlimited type of objects from Salesforce (legacy only). Click on the add object button, under the object setting tab in the Salesforce settings and provide the Salesforce API name of the object you want to sync with.

Identify bind fields for accounts and users

Depending on the design pattern your organization has chosen for Account ID assignment in Totango, supply the appropriate Salesforce field to use as a bind-field to Totango. 

If you plan to use the Salesforce ID, it is REQUIRED that your integration uses the 18 character ID. To expose this ID within an Object, go into the Object and create a formula field of type text. The formula to use within that field is CASESAFEID(Id). You can also follow this guide from Salesforce.

We highly recommend that you map Totango accounts by mapping the Totango account ID to a Salesforce formula calculated field in Salesforce. Then if this field is not populated, the account will not be brought into Totango. If the field is populated thin it will be brought into Totango. (read more)

If you are bringing from other systems (for example, usage data), be sure that these ID's are common across all systems so that the data is aligned in Totango. 


Configure Totango attributes

The next step is to list the relevant attributes you want Totango to pull and sync from Salesforce. Totango will pull the values from Salesforce every hour to keep data fresh.

Review Salesforce data fields for more information on account integration.

It can take up to 1 hour for new attribute data to sync from Salesforce into Totango. If you'd like to see the new values apply, navigate to Settings | Salesforce.com and click "Sync Now!"  

Import accounts from Salesforce

One of the benefits of integrating Totango with Salesforce is the transparent replication of any accounts that is created in Salesforce as part of the Sales cycle into Totango for managing it by the customer success team.

To have this continues replication, you need to turn the create account from Salesforce options on as demonstrated.


If you are using Totango Enterprise edition and don't turn on this feature, you will be required to send us the hierarchy meta data using your usage data (Data instrumentation for hierarchies). 

Selective sync account records

The legacy connector syncs all accounts where the Salesforce field has value. If you want to sync specific records from Salesforce, create a formula field of type ‘text’ to bind the salesforce object between Totango and Salesforce.

Let’s say you want to bind Totango via the native Account ID field (Id) with your Salesforce account object, but you only want to sync over records if they have reached the “Client” stage. Let’s say the StageName field API name is stagename__c and it contains the following values: Prospect, Trial, Client, Cancelled. Totango requires that you track both paying and canceled accounts, which is why we would select the “Client” and “Cancelled” accounts to populate the binding field.

The binding field formula would look like this:

IF(ISPICKVAL( stagename__c , "Client")  ||  ISPICKVAL( stagename__c , "Cancelled")  ,  CASESAFEID(id) , "")

In this formula: If the account StageName is “Client” or “Cancelled”, then the binding field is populated with the ID of the Account and because this field is not blank it will sync to Totango. Otherwise. Note: When choosing what to use for a Totango Account ID, Totango requires that the ID be casesafe, if you intended to use the SFDC native ID, then you need to apply the formula CASESAFEID to the Id field, to make it the 18 character case safe ID.

Import contacts from Salesforce

The ability to sync contact attributes from Salesforce to Totango automatically syncs useful information from the contact record in Salesforce to the user record in Totango. This feature allows you to add attributes to an existing user in Totango, as well as to create new users in Totango who have not yet had any usage activity.

Having users in Totango allows your teams to segment customer success communications  more effectively by associating a business function, role, unsubscribe, preferences, and other business attributes with contacts. This integration allows you to use the information gathered about contacts during the sales process and carry it over to the customer success process after the deal is closed.

  • Sync users from Salesforce to Totango
  • Sync users from Totango to Salesforce
  • Determine which contact attributes should sync with each user
  • Use the synced contact attribute in Totango user segmentation, particularly in campaigns
  • The sync is available with any Salesforce object, not limited to a standard contact object

How to configure:

To make this sync work you need to specify the binding fields between Totango users object and Salesforce equivalent object (usually the contact object) by providing:

  1. The object API name in Salesforce to sync the Totango users with (usually the contact object but can be any object in Salesforce including custom objects)
  2. Account binding field. The account bind field is the Salesforce field that contains the unique ID of the account as identified in Totango. Depending on the implementation pattern your organization is using, this can either be the Salesforce Account ID or a custom field on the Account that contains the tenant id on your application. In most of the cases, use the AccountId field.
  3. User binding field. The user bind field is the Salesforce field with the unique id of individual end-users in a contact record. By default, Totango will use the email address on the contact, but if you use different values for the unique user id on Totango, you can specify a custom field.

Some key users in your account may not come from the app itself, and you may need to get this user information from your Salesforce. This becomes specifically useful when you want to address customer success campaigns to users who are not users in your application. We will now allow you to sync Salesforce users to Totango. These users are going to appear in Totango with a new user attribute “CRM user”, clearly identified from the other users at that account. to turn this feature on mark the checkbox at the bottom, create contacts from Salesforce.

In order to set the contact as a key contact in Totango, you need to sync the value 'yes' (lower case) to the Totango attribute “Key Contact” for the relevant user. 


Selective sync contact records

Totango can sync contacts and contact data from SFDC to Totango even if they don’t already exist in Totango. To sync specific contacts, you will need to create a formula field in SFDC that filters out the contacts you don’t want synced. You can use any object which represents users/contacts to bring in this data.

This field will push contact data to Totango only when the conditions match. If the field is blank, it won’t sync the contacts into Totango.

Let’s say you want to sync specific contacts in SFDC to Totango based on their role, as an example role is equal to “Admin”. To do this:

      1. Create a new field of type formula
      2. The name must be “create_user_in_totango”:
      3. ‘Formula Return Type’ = “Checkbox”.
      4. Into the formula field put in: IF( Role__c  = "Admin" , TRUE, FALSE)

Contacts will only sync over to Totango if their role is “admin.” In Totango, their profile will contain an attribute “CRM Contact” with value “Yes.”  Campaigns and segments can use this attribute to filter out these contacts.


Congratulations, your Totango incoming Salesforce (legacy) connection is setup. We recommend you validate your data to make sure data is flowing correctly with a good match rate.

Once ready, you can also synchronize tasks and touchpoints.

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request