Overview

Use Touchpoints to capture your interactions with your customers. Logging your touchpoints keeps all stakeholders informed o the progress on the account. It also allows you to report on these interactions identifying accounts that don't have enough interactions.

To create, edit or delete Touchpoints, you must have the appropriate permissions or be a Global Admin. 

Topics covered in this article: 

• Creating a Touchpoint
• Add follow-up tasks while creating a touchpoint
• Sending a copy of Touchpoint via Email
• Replying to a Touchpoint
• Adding a Touchpoint from Email
• Editing & Deleting
• Creating a Touchpoint from a Task
• Draft Touchpoints
• Viewing all of your Touchpoints
• Touchpoint Settings
  • Emailing Touchpoints
  • Touchpoint Types
  • Touchpoint Reasons
• FAQs

Creating a Touchpoint

You can create a touchpoint from your 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 page, the account name will populate automatically.

The touchpoint modal allows you to capture all the rich information from a meeting you had with the customer. Including:

1. Date - The actual date that the interaction happened (you can backdate if you forgot to add it right away)
2. Account - The account for which you want to add a touchpoint
3. Type - The touchpoint type list includes values to indicate the kind of touch you had with your customer. This list is configurable, and you can read the touchpoint settings section below on how to do that. Totango's includes the following types by default:   
   • Web Meeting
   • In Person Meeting
   • Phone Call
   • Email
   • Internal Note (Use this to capture anything related to the account that does not involve an explicit customer touch)
     • The Internal Note allows you to capture internal notes on the account and @mention your colleagues.
     • The Internal note is not counted as touch and will not affect criteria such as "Last Touch" and  "Number of Engagements."
     • The timeline allows you to filter Notes to view them together
4. Subject - Capture a short subject to describe your customer interaction
5. Participants - Capture a list of internal and customer participants and include email addresses to notify partners or other stakeholders where necessary. Look at touchpoint settings below for options to turn these features on
   1. Users can choose the Account team members or contacts added to the account.
   2. Users can also choose other users from the current Team or other teams to enable collaboration and engagement.
   3. When the partner settings are on in touchpoint settings, users can also enter partners' email addresses to email the touchpoint. 
6. Description - The Description field supports rich text formatting making it easy to add bullets, hyperlinks, and other rich formatting to document the meeting minutes. You can @mention both internal users and customer contacts. Note that there is a 20k character limit for the body of the Touchpoint. 
7. Flow -  Select the appropriate Flow for this interaction 
8. Reason - You can choose one or more reasons to qualify the type of interaction with the customer. This list is configurable, and you can read more about how to set up the items here. Since the Flow captures the customer journey, the touchpoint reasons could capture generic activities that CS team members are doing that span journeys.
9. You can add attachments to the touchpoint that is also added as an Asset on the Account Profile. 

Adding a follow-up task while creating a touchpoint

Add any follow-up tasks while you are creating a touchpoint, making it convenient and reducing the number of clicks. The tasks are not linked to the touchpoint.

Sending a copy of Touchpoint via Email

Based on the participants added to the touchpoint, the system automatically prompts to send an email to internal and external participants. You can decide to send it to both internal or external participants selectively. The system sends the notified participants a copy of the touchpoint. When external customer contacts are added as participants, the system will confirm before sending emails.

Note: 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 of emails

Email to internal users

Email to customer contacts and other external recipients

Replying to a Touchpoint

Replying to a touchpoint is as simple as replying to the touchpoint email or hitting reply button in Totango. A touchpoint thread is automatically created once 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. Clicking on it expands the thread.

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.

 Attachments sent via replies remain with the message and the account team can click on it to add it to the Assets. 

Adding a Touchpoint via an email

Many times your customer interactions happen via email and instead of having to copy and paste that email after you send it to the customer, you can simply BCC touchpoints@totango.com and the email will automatically be saved on the Account Profile for the account that the recipient(s) are associated with. 

Please note that when adding a Touchpoint via email, it will automatically be saved under whatever your Totango instance's default Flow is. Check out this article for more in-depth information about adding a Touchpoint via email. 

Editing or Deleting 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 which account it is associated with. Also, please keep in mind that you cannot edit a Touchpoint that another user entered unless you are a Global Admin. 

Creating a follow-up Touchpoint from a Task

Anytime you close a Task you will have the option to create a follow-up Touchpoint from that Task and (optionally) have the ability to have the task completion automatically update selected account attributes based on your interaction.

Keep in mind that the Touchpoint you are creating when closing a Task will automatically be associated with the same Flow as the Task.

Creating a Touchpoint from a Campaign

When creating a Campaign, you can decide if you would like that Campaign to be counted as a customer touch, meaning it will be counted in "Last Touch", it will show as a customer touch in the Timeline but it will not be counted under the "# of Touchpoints" Segment filter. Note that even if you do not select your Campaign to become a customer touch, it will still be visible under the Timeline on the Account Profile.

Draft Touchpoints

All touchpoints are automatically saved as Draft. Each user can have 1 touchpoint per account. Users can take notes in the touchpoint and come back later to complete it and send it to the participants. The system automatically saves the touchpoint content as the user is typing the Touchpoint.

The touchpoint can be restored from any of the other touchpoint locations such as My Portfolio or Timeline tab of a Segment under Take Action. Typing in the account automatically restores the saved touchpoint.

Note: Draft touchpoints are stored in the browser's local storage. So if a user uses Chrome to save the touchpoint and then logs in using Safari the draft touchpoint won't be restored. In My Portfolio if the user types a touchpoint and then chooses the account and if a draft touchpoint already exists, it will be restored and current content will be overwritten.

Viewing 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.

Learn how to sync Totango Tasks & Touchpoints back to Salesforce! 

Touchpoint Settings

The Settings page in Global Settings > Engagement > Touchpoints allows you to control the following aspects of touchpoints

1. Email touchpoints to customer contacts
2. Email touchpoints to partners
3. Add or modify existing touchpoint types
4. Add or modify Touchpoint reasons
5. Count and display touchpoint and replies as one touchpoint

Emailing Touchpoints

Set the "Emails can be sent from touchpoints to" setting to the right value 

When this setting is set to Internal Users and Customer contacts you will have the option to send email to customer participants.

Emails sent to customers are personalized if the customer's domain is white labeled. The white labeling of campaigns is also used when touchpoint emails are sent. The from email address is from the sender and the domain authentication done increases the deliverability of emails to the sender's inbox.

To remove the Totango watermark in touchpoint emails go to Global Settings > Customer Engagement > Touchpoints and uncheck the "Totango Watermark" section. Note: Free and community users will need to upgrade to remove the Totango watermark.

When the setting is set to Internal Users, customer contacts, and participants it allows your users to add partners and other stakeholders by entering their email addresses in the participant's field of the touchpoint and emailing the touchpoint to them.

You can make touchpoint reasons mandatory by turning on the setting. When this setting is on the user must choose a reason before saving the touchpoint.

If users want a default reason for email2touchpoint they can choose a default reason in the reasons tab.

Touchpoint Types

The Touchpoint Types tab allows you to define new types or modify existing types that suit your organizational needs. Each type is associated with an icon and the system supports 9 types that can be defined overall.

Touchpoint Reasons

The Touchpoint Reasons tab allows you to define additional Touchpoint Reasons to allow users to choose one or more reasons while creating Touchpoints.

Count and display touchpoint and replies as one touchpoint

It is now possible to control via the touchpoints settings if you want to count and display touchpoint replies and followups as separate touchpoints in segments, reports and scorecards (this is the default) or you want to count and display touchpoint and replies as one touchpoint.

The idea is that in many use cases, if you have a touchpoint and 8 replies to this touchpoint, you want to count it as one touchpoint and not as 9 touchpoints (1 TP + 8 replies). Same thing if you want to see a touchpoint segment with all the touchpoints of an account, you want to see one touchpoint listed rather than 9.

This is applicable for:

1. Touchpoints segments

2. Account segments with Touchpoints in the last x days filter/column)

3. Scorecards

4. Reports

Note - Timeline will continue to show the touchpoints and replies in the same way.

FAQs

Question: Why can't I edit this 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.
A 'Touchpoint' is a touchpoint that you explicitly log on to the account or if a campaign is sent and marked as a "touch". Touchpoints of type "Internal Note" are not marked as a touch.