Configure a Zapier integration

Who can use this feature?

  • Global admins
  • Available on all plans

A Zapier connection with Totango allows you to use thousands of the most popular apps to send data or trigger events between systems.

Common uses

  1. Send data to Totango data whenever a cell in an Excel spreadsheet is updated.

    As an alternative, consider using Totango's Google Drive data file connector to configure a direct connection to a Google Sheet. You can schedule an integration job for a specific Google Sheet to update regularly; Totango will only update attributes if there are changes.

  2. Create new account, product, and user records in Totango whenever an account is created in in another system (e.g., ChargeBee). 
  3. Send CSAT or NPS scores from another survey system to Totango.
  4. Send a Slack message whenever an account enters a Totango segment.

Trigger an event in another system to perform an action in Totango

Available events vary depending on the trigger app; the available action event(s) for the Totango app include:

  • Send Data: Send data to Totango using HTTP API, including account attributes, user attributes, and activity tracking. 

If you have a Zapier Pro account, you can also use the "Webhooks by Zapier" as your trigger app (Custom Request) to leverage other Totango APIs in your request (e.g., Search API, others).

  1. Log into your Zapier account.
  2. Click Create > Zaps.

    Configure your trigger event (another system)
  3. Select the application that starts your Zap (trigger). 

    In this example, we'll use Microsoft Excel (saved within OneDrive). We've updated the Tier value for Harvey Healthcare in Totango from null to Tier 1.
  4. Within the Setup tab, connect your source account with Zapier for the chosen app. Then choose the trigger event.

    In our example (Microsoft Excel), the available trigger events include: New Row, New Row in Table, New Worksheet, or Updated row.
  5. Within the Configure tab, enter the details that correspond with the chosen event.
  6. Within the Test tab, Zapier will select 3 or more recent records in your account. Expand a record to view the details pulled from the source file, and continue with the selected record.


    Configure your action (Totango)
  7. Within the Setup tab, connect your Totango account with Zapier (using a personal access token). Then choose the action event that you want to perform in Totango when the trigger event fires.
  8. Within the Configure tab, enter the attributes to send and Totango Service Id. 
    • Attributes: Use the HTTP API syntax to choose the column data to send to Totango from the trigger event. When populating an account attribute, the Account ID must be included in the request. Example:
      sdr_o=<account id>&sdr_o.<account attribute>=<value>
    • Service ID: Enter the Totango Service ID, including the SP-XXXXX-01 values.
      In the following example, we're sending the value of Tier (Tier 1) for Harvey Healthcare's Account ID (9876543).
  9. Within the Test tab, test the step.
    In Totango, you should see the Harvey Healthcare account record have a "Tier 1" value for the Tier attribute. 


Trigger an event in Totango to perform an action in another system

Available trigger events for the Totango app include the following. See below steps for additional configuration considerations.

  • Account [New and Value Changes]: Triggers when one of the account attribute values is changed or new account is added. 
  • Account [New]: Triggers when a new account is added to an account segment.
  • User [New and Value Changes]: Triggers when one of the user attribute values is changed or a new user is added.
  • User [New]: Triggers when a new user is added to a user segment.

The available action events vary depending on the action app. 

  1. Log into your Zapier account.
  2. Click Create > Zaps.

    Configure your trigger event (Totango)
  3. Select Totango as the application that starts your Zap (trigger).
  4. Within the Setup tab, connect your Totango account with Zapier (using a personal access token). Then choose the trigger event.

    In our example, we'll trigger the Zap whenever a new account is added to a particular segment.
  5. Within the Configure tab, enter the details that correspond with the chosen event. 
    • Account [New and Value Changes]: Enter the query you want to use by generating an API endpoint for an account segment. (Enter the query only, not the full curl command.)

      The Zap triggers for all accounts in the segment, not just the account that was changed or added. Example: If you have a segment of 5 accounts, and a new account enters the segment, the Zap triggers 6 times (i.e., each account in the segment).

    • Account [New]: Choose the account segment. Must be saved in the Global SuccessBLOC or your Personal Folder. 
    • User [New and Value Changes]: Enter the query you want to use by generating an API endpoint for an user segment. (Enter the query only, not the full curl command.)
    • User [New]: Choose the user segment. Must be saved in the Global SuccessBLOC or your Personal Folder. 
  6. Within the Test tab, Zapier will select 3 or more recent records. Expand the record to view the details pulled from the source file, and continue with the selected record.


    Configure your action (another system)
  7. Select the application that you want to perform an action in. Within the Setup tab, connect your Zapier account with the application. Then choose the action event that you want to perform in the application when the trigger event fires.
  8. Within the Configure tab, enter the details that correspond with the chosen application and event.
  9. Within the Test tab, test the step.
    In your chosen system, you should see the action. In our example, we sent a message to a Slack channel with the account details.


FAQs

Question: I want to create a Zap to push meetings from Outlook to Totango as tasks. How can I accomplish this?

Answer: Zaps uses the Totango HTTP API to send data into Totango; unfortunately, that API does not support task creation. However, you could use the Tasks API using a Zapier webhook. Or consider using Totango's native Outlook calendar integration.

Question: I want to create a Zap to update a Totango collection. How can I accomplish this?

Answer: The Totango HTTP API does not support updating collections. To update collections, you can use the Customer Data Hub API or update the collection from within Totango either manually (if you have set up the collection to be editable) or through an integration job.

If you use the Customer Data Hub API, you can still use Zapier to send the data over to Totango using a "Webhooks By Zapier" event and then use the syntax outlined in the API documentation to send the data over. The Zap action would change from "Totango > Send Data" to "Webhooks by Zapier > Custom Request." 

 

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