Basic Requirements for Using Customer Success Campaigns

At a minimum, in order to use campaigns, Totango needs to have data for the following attributes:

1. Email (API Name: Email)
2. AccountID 

In order to customize campaigns to be more personalized you may also want to include the following fields.

1. First Name (API Name: firstName)
2. Last Name (API Name: lastName)

Which User Attributes to Use in Totango:

You should make sure that user data in Totango includes information about user’s name and email address. Consult your Customer Success Manager if you need to update this data.

• Email Address: Totango Campaigns requires a user email address so that we know who to send the message to.  
• Name: It is also best for you to address the user by name - this is why we recommend that you load names of your users as well. If you do not have a Name for the user for any reason, you can set up a 'fall back'

**Specifically for Campaigns, do not sync you user's names to the “Name” user attribute.  “Name” refers to the display name of the user. Use the “firstName” attribute for personally addressing your users.

Syncing Unsubscribe List

You can also sync your previously collected marketing unsubscribe preferences to Totango so that users who have set those preferences via your marketing automation system don’t get Totango Campaigns.  

This is not the best practice because Customer Success Campaigns are not coming from the same channel as your marketing communications.  Therefore, a user who unsubscribed from your marketing program emails should not be automatically unsubscribed from your customer success communications.  However, you can populate a “yes” value to “Marketing Unsubscribe” user attribute next to the User that you would like unsubscribed and this will exclude them from all Campaigns.

Please be advised that Totango offers its own unsubscribe functionality and we will keep track of these user preferences separately from your previously loaded marketing unsubscribe preferences. 

If you would like to learn more about how to get this data please see our integrations documentation.