Create and manage touchpoints

Who can use this feature?

  • All users; adding, updating, and deleting touchpoints requires permissions
  • Available on all plans and license types

Touchpoints capture interactions with your customers. Logging touchpoints keeps all stakeholders informed on the progress on the account.

Create a touchpoint in Totango

Create a touchpoint from the My Portfolio page or from the account profile directly. When creating it from My Portfolio, you can use the search feature to find the account to add the touchpoint. When adding it from the account profile, the account name will populate automatically.

  1. From the Quick Actions (+) bar, click Add Touchpoint.

    You can also click the Ellipses from the Notifications tab in My Portfolio or from the segment Work view.

  2. Enter the details from your interaction.
  3. Optionally add follow-up tasks
  4. Optionally email participants and mentioned users.
  5. Click Add or close the touchpoint to save it as a draft.

Touchpoint details

  • Account: The account for which you want to add a touchpoint
  • Type: The type of interaction you had. Admins can customize this list; the default options include: Web meeting, in person meeting, telephone call, email, and internal note.

    Internal note captures anything related to the account that does not involve an explicit customer touch. Use an internal note to @mention your colleagues about a customer. Internal notes are not counted as a touch and will not affect segmentation criteria such as "Last Touch" and "Number of Engagements." The timeline allows you to filter Notes to view them together.

  • Date: The actual date that the interaction happened. You can backdate if you forgot to add it right away.
  • Touchpoint template: If configured, choose a template to pre-populate the subject and body.
  • Participants: Capture a list of internal and customer participants. Participants can be:
    • Account team members, shown in the Account Assignment widget on the account profile
    • Account contacts, shown in the Contacts widget on the account profile
    • Other team members who have access to this account
    • Any other email address, if partner settings are enabled in touchpoint settings
  • Subject: Capture a short subject to describe your customer interaction
  • Description: Supports rich text formatting, such as bullets, hyperlinks, images, and more to document the meeting minutes. You can @mention both internal users and customer contacts. There is a 20k character limit for the body of the touchpoint.
  • Flow: Select the appropriate flow for this interaction.
  • Reason: - Choose one or more reasons to qualify the type of interaction with the customer. Admins can configure touchpoint reasons.

    Flows typically capture the customer journey, and touchpoint reasons capture generic activities that span journeys.

  • Add Attachment: Add supporting assets on the account profile.

Follow-up tasks

Adding follow-up tasks while you are creating a touchpoint is a convenient way to plan for next steps without leaving the screen. Any tasks created from the Add Touchpoint screen are not linked to the touchpoint.

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Email participants and mentioned users

Based on the participants added to the touchpoint, Totango provides the option to send a copy of the touchpoint via email to internal and external participants selectively. Options may include:

  • Internal
  • External
  • Send a copy to me

When external customer contacts are added as participants, the system confirms before sending emails.

Only internal emails include a header to provide context by adding Account Name, Health and Contract Value. If the Health is not available on the account, it is skipped, and the Contract Value is also ignored if it is marked as "Privileged."

Example email to internal users

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Example email to contacts or external participants

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Save and restore touchpoint drafts

All touchpoints you start creating are automatically saved as drafts as you type. Drafts allow you to take notes in the touchpoint and come back later to complete it.

You can have one touchpoint draft per account.

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Restore a draft from any of the other touchpoint locations, such as My Portfolio or Timeline tab of a segment under Take Action. As soon as the account name is selected in the Add Touchpoint window, any related draft automatically appears.

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Draft touchpoints are stored in the browser's local storage. If you use Chrome to save the touchpoint and then log in using Safari, the draft touchpoint won't be restored. Any new touchpoints drafted in a different browser session will overwrite any saved drafts you may have in another browser session.

Create a touchpoint via an email

For customer interactions that happen directly in your email inbox, outside of Totango, use the email-to-touchpoint feature (BCC touchpoints@totango.com) to automatically save the email as a touchpoint on the related account profile.

When adding a touchpoint via email, it will automatically be saved under the default flow.

Learn more about using email-to-touchpoints!

Create a follow-up touchpoint from a task

Anytime you close a task, you have the option to create a follow-up touchpoint from that task. Within the post completion touchpoint options, you also have the option to update selected account attributes based on your interaction.

Any touchpoint you create from a task completion will automatically be associated with the same flow as the task.

Create a touchpoint from a campaign

Campaign authors can decide to count a campaign as a customer touch, which counts the campaign send in "Last Touch" filters. These campaigns display as a customer touch in the timeline, but they will not be counted under the "# of Touchpoints" segment filter.

Campaigns that are not counted a campaign as a customer touch will still be visible under the account profile timeline.

Reply to a touchpoint

Reply to a touchpoint in two ways:

  • Reply to a touchpoint received as an email from your inbox
  • Click the Follow Up link in Totango

A touchpoint thread is automatically created when you reply to a touchpoint. 

Touchpoints emailed externally to customers are indicated with a green background and marked as "Emailed Externally." All replies are collapsed under the main touchpoint, and the number of replies are indicated. Click to expand the thread.

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The Reply-To email address is unique to this thread, and the replies from customer or internal stakeholders are automatically recorded in Totango as replies to the original thread.

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Attachments sent via replies remain with the message. Click on it to add it as an asset on the account profile. 

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Edit or delete a touchpoint

Once you add a Touchpoint, you can edit or delete it by clicking on the pencil or trashcan icon next to the touchpoint. The only thing you will not be able to edit is the account it is associated to. Also, please keep in mind that you cannot edit a touchpoint that another user entered unless you are a global admin.

View all your touchpoints

If you would like to view all the touchpoints associated with an account, you can filter the timeline to show only touchpoints or even only touchpoints under a specific Flow. 

The timeline also shows additional details of participants captured as well as the type of the meeting.

Global admins can configure tasks and touchpoints from Totango to sync to Salesforce

FAQs

Question: Why can't I edit a touchpoint?

Answer: In order to edit, create or delete a touchpoint you must have the correct application permission which is set up by your global admin. If you have that permission, you still will not be able to edit a touchpoint that another user unless you are a global admin. 


Question: Why don't I have the option to automatically update an account attribute when creating a touchpoint from closing a task? 

Answer: You must have the correct application permission to update account information in order to update account attributes, which is set up by your global admin.


Question: I have a Salesforce integration configured in my Totango instance, is all the touchpoint information sent to Salesforce? 

Answer: Yes. Touchpoints are synced to Salesforce. Read more about the integration and how to configure it here.


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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