Manage contacts

Who can use this feature?

Contacts appear on the account profile (Contacts widget). A contact is an additional classification for a user and typically represents a person at a customer company that you do business with. Contacts may also represent a user of your products. 

Add a contact from the account profile

Adding a contact from the Contacts widget automatically creates a user profile.

  1. From an account profile, click the +Add Contact icon in the Contacts widget.
  2. Start typing the contact's name. If the contact is already in Totango, you can associate the person with the current account. If not, choose the (new) option.
    mceclip5.png
  3. In the Add contact window, enter the remaining information about the person.
    • Email, First Name, and Last Name are required.
    • Account Role is an open text field, but we suggest that you consult your Totango admin to keep the list of options consistent.
    • Key contact is an additional designation to quickly identify top contacts, denoted by a crown icon.
  4. Click Save.

Learn more about viewing contacts within account hierarchies.

Add a contact from an integration

Use Customer Data Hub to add users via integration (e.g., file import or data source). To designate users as contacts, map the following user attributes in your integration:

  • Contact
    • value = yes (lowercase) - adds the user as a contact
    • value = no (lowercase) - removes the contact but keeps the user profile
  • Key Contact
    • value = yes (lowercase) - adds the user as a key contact
    • value = no (lowercase) - removes the key contact but keeps the user profile

Remove a contact from the widget

You can remove people from the Contacts | Users widget of the account profile. Deleting a contact sets the Contact attribute (and Key Contact if set) to "no" so that the individual no longer appears in the Contacts widget. However, the individual's user profile is still available and tied to the account.

If you set the Contact attribute to "no" from within a user's profile, Totango automatically sets the value back to "yes" if the Key Contact value is still set to "yes." A user who is a key contact will remain in the Contacts widget until the Key Contact and Contact values are "no."

  1. From the account profile, locate the contact you want to remove.
  2. Hover over the contact name, and click Delete Contact.
  3. Click yes to confirm the change.

To additionally delete the user's profile, see this article.

Open account contacts or users in a segment

The Contacts | Users widget includes a shortcut to quickly view all records in a segment.

Optionally clear/add filters or modify the columns as needed.

  • System default filters for Contacts include Key Contact = yes AND Contact = yes
  • System default filters for Users include Contact = no value OR Contact = no 

Changes made to the segment on-the-fly do not apply to future views from the widget shortcut. However, admins can customize filters and columns to ensure each segment opens with the same settings every time.

FAQs

Question: I've set Contact = yes for a user associated with my opportunity account type, but the user doesn't show up in the Contacts widget of the opportunity profile. What's going on?

Answer: If an opportunity account type is a child of a non-opportunity account type, an associated user must have the user attribute contact = yes under both the associated parent and child accounts in order for the user to appear in the Contacts widget of the opportunity profile.

Question: When I delete a contact from a Totango account profile, it gets recreated the next day. How can I ensure my integration is set up properly? 

Answer: You may have an inbound integration job set up correctly (e.g., updating Totango contacts from your data source), but you still need an outbound integration job (e.g., updating the data source from Totango). That way, the data source has the most recent changes and the next sync from that data source will not add the contacts that had been purposely removed.

Question: How do I download a list of contacts for all of my accounts? I want to report on all account contacts, not just key contacts.

Answer: Create a user segment with the following settings:

  • Add the "Contact: yes" filter
  • Add the "Name" and "Email" columns to the segment

Then click the Ellipses (...) to download to CSV or other option.

Question: How do I clean up my Account Role list? I want to consolidate similar options we've added (e.g., Decision Maker = Economic Buyer).

Answer: Unfortunately, system attributes like Account Role can’t be edited directly. 

  • Workaround #1: Unused values disappear from the list once they are no longer applied to any user record. Create a user segment filtering on the Account Role(s) you want removed/consolidated. Click the “select all” check mark to capture all users in the segment. Click “Edit Attributes” and select “Account Role.” 4. Choose (or create new) the Account Role you want to replace it with and save.
  • Workaround #2: You could create a custom user attribute (e.g., “Account Role List”) as a text field or even as a drop-down. This lets you control the options and even prevent non-compliant roles going forward. Here’s a step-by-step reference if you’re interested in exploring that route. Tradeoff: You lose some of the built-in functionality of the system attribute, such as: 1) Prominent placement in Contact widget / Add Contact form, 2) Quick visibility in the user profile screen, and 3) Integration with the Touchpoint Connect UI. If those aren’t critical for your workflows, the custom attribute route could be a quick win.
  • Workaround #3: Submit a request to team to help modify the list in the database on your behalf. Be sure to specify the desired list of items you want to keep. 🧹

Was this article helpful?

1 out of 2 found this helpful

Have more questions? Submit a request