Bulk Upload Your Totango Users

Overview 

Enterprise organizations managing a large scale of system users. Totango lets admins effectively create, update, manage and delete Totango system users within the Totango app.

Key Benefits

• Operation admins are able to maintain thousands of Totango system users and more in a self-service manner.
• Save time and make customer resources more productive by enabling a self-service easy to use Totango system user tools 

Use Cases

• As a Totango global admin, when I am defining Totango users, and I want to initially upload Totango system users, I am able to create system users by uploading a CSV file from Totango Users page, and assign them to teams. 

Where To Find It?

In case you want to create new Totango users, go to Global Settings>User Management>Totango Users.

How To Upload Totango Users?

Step 1

To create new Totango users, go to Global Settings>User Management>Totango Users page and click the Invite Bulk Users button to bulk upload your system users to this team.

Step 2 

Create a new file integration.

• The CSV file must contain this information:
  • Email- system user email. This is the system user id key in Totango.
  • First_Name - the system user first name. This is mandatory only for new Totango users
  • Last_Name - the system user last name. This is mandatory only for new Totango users
  • License - the system user license (Spark or Zoe). This is mandatory only for new Totango users
    
  • Manager_id - only if you are using Manager Based SuccesTeam Assignment, then you will need a column that includes the manager's email address and it should map to Manager_id. 
  • Teams (optional) - Assign the user to the relevant team/s (use comma to separate between the teams). The team/s name must be the same as in Totango (case sensitive).
    • If not assigned teams
      • New users will get the default team.
      • Existing users will have the same teams they already assigned to.
    • Teams assigned
      • New users will be assigned to the teams.
      • Existing users will override the existing teams.

• The file can contain any additional Totango User attributes (except for Team Role like 'Team Admin), including attributes used for Dynamic Assignment (such as Availablity, Allocation, Languages..)
  
• Your file can contain existing or new users, you can define whether Totango invites existing members to the team and/or invites new Totango Users to start using Totango.
• Email addresses in the file are limited to 100 chars.
• First and last name are limited to 30 chars.
• Any string value in the file which contains spaces must include quotes. For example, "Team A" or "Team B".
  

Step 3

In order to upload the file, the file structure and data must be flawless.
In order to make sure your file does not contain any errors, click on the "Validate" button.
These are the Validations which will be performed:

• File related validation (causes a file upload failure):
  • The file is empty
• Structure related validation (causes a file upload failure):
  • Incorrect file structure.  
  • A mandatory column is missing.
• Data validation (causes a file upload failure):
  • Empty value - Empty value in specific rows for a required column. Only relevant for Email, First_Name, Last_Name, and License columns
  • Incorrect value - Incorrect value in specific rows for a reserved value. Only relevant for the License column.
  • Incorrect value -  Incorrect Team names in specific rows. Only existing team names can be used. Only relevant for teams column.
  • Incorrect value - an incorrect combination of role and license in specific rows— Global Admins are only relevant to Spark license.

Step 4

After the system user data file was validated, just before inviting/creating these users, you can decide to send invitations to users right now or not. If you'd like, you will be able to send it later manually.

These are the two invitations sent by Totango:

•  New user invitation - this invitation will be sent to new users only offering them to start using Totango.
  
  
  
  
• New team member invitation - this invitation will be sent to existing users joining a new team.
  
  

Note, new users can only get the new user invitation, and existing users can only get the new team members' invitation.  

Note, this is Totango system users status flow: 

1. Created - a system user was created.
   This user can be invited to Totango via Totango invitation flow, any other invitation, or not invited at all.
   This user can log into the system even without a Totango invitation (suitable for customers who would like to send their own invitations or just let users log in right from the company portal).
2. Active - a system user which logged into to Totango products.
3. Disabled - a system user which was disabled by a global admin or via API.
4. Created (Disabled) - This is a created user who was created in a disabled status using Customer Data Hub only. you cannot disable "created" users from Totango Spark UI. 

 Limitations

• In order to upload a file, the file structure and data must be flawless.
• Email addresses in the file are limited to 100 chars.
• First and last name are limited to 30 chars.
• Any text attribute is limited to 128 chars.
• You cannot upload Team Assignment Role (such as Team Admin)