Touchpoints denote interactions with your customer. Touchpoints are an important tool for logging your conversations but also an important part of tracking the last time there was a customer touch on each account.
In order to create, edit or delete Touchpoints, you must have the appropriate permissions or be Global Admin.
Topics covered in this article:
- Creating a Touchpoint
- Adding a Touchpoint from Email
- Editing & Deleting
- Creating a Touchpoint from a Task
- Viewing all of your Touchpoints
Creating a Touchpoint
We include rich text formatting for the body of your Touchpoint to make it easier to read and allow you to add hyperlinks or copy/paste from other programs. Keep in mind that there is a 3000 character limit for the body of the Touchpoint. You can create a touchpoint from your My Portfolio page or from the Account Profile directly. If creating it from My Portfolio, you will be able to use the search feature to find the account where you would like the Touchpoint to be added. If adding from the Account Profile page, the account name will automatically populate.
After selecting the account and adding the content of your Touchpoint, you should select the appropriate SuccessFlow for this interaction, as well as the actual date that the interaction happened (you can backdate if you forgot to add it right away).
You can also add attachments which will then be added as an Asset on the Account Profile. This is very useful if the Touchpoint was delivering a QBR or reviewing the Onboarding Plan, for example.
Adding a Touchpoint from an email
Many times your customer interactions happen via email and instead of having to copy and paste that email after you send to the customer, you can simply BCC email@example.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 SuccessFlow 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 Touchpoint from a Task
Anytime you close a Task you will have the option to create a Touchpoint from that Task and (optionally) have that Touchpoint 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 SuccessFlow 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 Touchpoint. Note that even if you do not select your Campaign to become a Touchpoint, it will still be visible under the Timeline on the Account Profile.
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 SuccessFlow.
Learn how to sync Totango Tasks & Touchpoints back to Salesforce!
Question: Why can't I edit this Touchpoint?
Answer: In order to edit, create or delete a Touhcpoint 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.