Use touchpoint and work filters

Who can use this feature?

Create meaningful data sets using touchpoints and work (task) filters. Additionally, once a flow is applied to an item, you can use flows in every segmentation engine, including health definitions.

These filters include:

  • TouchpointCreate Date
  • Touchpoint Creator
  • Touchpoint External Participants
  • Touchpoint Internal Participant Role
  • Touchpoint Reason
  • Touchpoint Subject
  • Touchpoint SuccessFlow
  • Touchpoint Type
  • Touchpoint Update Date
  • Actual Task Effort in Hours
  • Completed tasks
  • Created tasks
  • Last SuccessFlow Date
  • Last Touch
  • Number of Engagements
  • Open Tasks
  • Overdue Tasks
  • Plan Summary

Suggested uses

Filter by flow for segments, SuccessPlays, campaigns, and health criteria.

  1. Create an automated task (via SuccessPlays) on all accounts with no meaningful interaction in the last 90 days.
  2. Create a segment for upcoming renewal accounts without any renewal or upsell flow in the last 45 days; automatically create tasks (via SuccessPlays) for their CSMs.
  3. Segment all accounts that did not have a QBR flow in the last 5 months, and automatically create QBR tasks for the account owners.
  4. Segment accounts with completed tasks by flow activity in the last 14 days.
  5. All accounts with an escalation flow activity in the last 14 days should be in poor health.

Create a segment with touchpoint or work filters

Flow filter options are grouped within the Touchpoint and Work categories.

  1. Create a new account segment, or open an existing segment.
  2. Click+More Filters to refine the list of results.
  3. Choose the flow filter you want to use and any additional parameters.
  4. Click Apply Filter. The matching records appear in the grid.
  5. Click Edit Columns to optionally add more filter columns and/or adjust time periods.

Last Flow date is based activities that are considered customer touchpoints (not internal). Additional calculation metrics may be enabled per flow.


Question: How does Totango define Last Touch?

Answer: Last Touch is the date of the last touchpoint on the account or a campaign that is marked as customer touch. A Zendesk event will also be considered as a Last Touch on the account. Touchpoints of type "Internal Note" are not marked as a touch.

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