Understand data objects

Objects are searchable entities within Totango. Details for a particular object are represented within segmentation, profiles and other areas of Totango.

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Account

An account refers to a representation of a customer entity, such as a business, a division, or even a product. Account information is displayed on an account profile. Accounts can be manually added using a form, and they can be added via an integration (data source or data file).

Required (*) and noteworthy account attributes include the following. See system attributes for a detailed list.

Attribute Description
Account ID*  Every account, regardless of type or level, must have a unique Account ID.
Name Identifies the account by name, which is searchable in Totango. It's recommended to follow a standard format.
Account Type Optionally define different types (e.g., corporate vs. region). Totango is considered "schema-less" because there are no pre-defined types of account objects that your customer data must fit into. As long as you have an Account ID, you can create the structure that best supports your customer data. You can customize the layout of the account profile to ensure the relevant data is displayed per account type, and you can transition from one type to another.
Parent ID Optionally define parent-child relationships to support the hierarchy structure that best represents your customer data (e.g., Company > Lines of Business > Products).
Product ID Optionally model your products in Totango within the account structure.
Status Every account must have a value for Status (Contract Status) to classify customer contracts. Totango calculates health and other key metrics for active customers.
Contract Renewal Date The date of the contract renewal.
Contract Start Date The start date of the current contract.
Contract Value The dollar amount of the contract (ACV).

User

A user represents an individual person related to a customer entity, such as a named contact at that business or even a user of your product. User information is displayed on a user profile. Users can be manually added from within the UI from the Contacts widget on an account profile, and they can be added via an integration (data source or data file).

Required (*) and noteworthy user attributes include the following:

Attribute Description
Account ID* Every user must be associated with an account. A user can be associated with more than one account.
User ID* Every user must have a unique User ID, which is most often the user's email address.
Email The email address of the user; used when sending campaigns.
Name Identifies the person by first and last name. (Separate attributes for First Name and Last Name are also part of the model.)
Contact Identifies that the user is a named contact at the business, which will appear in the Contacts widget on the account profile.
Key Contact Identifies that the user is a top contact at the business, which will appear with a crown icon in the Contacts widget on the account profile.
Contact Account Role Role the contact plays on the account (e.g., Champion)
Title Business/job title of the person (if available)
Marketing Unsubscribe Identifies that the user has been marked unsubscribe from other systems (outside of Totango).

Collection

A collection displays a set of transactional account data within a table format on the account profile. Examples of data commonly added as a collection are support tickets, opportunities, or survey data from another system. Totango uses collections to display CSAT and NPS responses sent from Totango campaigns. 

Items in a collection can be manually added to Totango from the collection widget using a form, and they can be added via an integration (data source or data file). Collections can also be set up as a virtual collection, which extracts the data directly from a 3rd party application.

  • Standard collection: Load data into Totango via API or CSV. Update in real-time using API, or as quickly as every 15 minutes using CSV or Data Warehouse or CRM.
  • Virtual collection: Direct query to the data source where this list exists and is fetched live when the account record loads in Totango. A virtual collection cannot be queried within segmentation, so if you plan to take action on a collection you must use standard. If your goal is real-time information, use a virtual collection. 

Collection attributes must include the following:

Attribute Description
Account ID* Every collection must be associated with an account. A collection can be associated with more than one account.
Collection ID* Every collection must have a unique Collection ID.

Totango users

A Totango user represents a person at your company who uses Totango. Totango user information is displayed individually via edit profile and within User Management via Totango user profiles. Totango users can be manually added to Totango, and they can be added via an integration (data source or data file). 

Attribute Description
User Email* System user id key in Totango. Max 100 characters
First Name Mandatory for new users. Max 30 characters.
Last Name Mandatory for new users. Max 30 characters.
License Mandatory for new users. Possible values here are Spark or Zoe. This field tells Totango if this user is able to login to app.totango.com (Spark) or zoe.totango.com (Zoe & Spark).
Teams Specify which teams the user belongs to; separate multiple teams with a comma. String values are case sensitive. If no team is assigned, new users will get the default team. Existing users team assignment will remain unchanged.
Is Active User status (active or disabled) for existing users. New users will remain in "Created" status until they accept the email invitation.
For active users use one of these texts: "enable", "active", "1", "true", "yes". For Disabled users use one of these texts: "inactive", "disable", "0", "false", "no".
Manager Id If using employee hierarchy, include the Totango user id of the manager.

See more for Totango user attributes.

Account Assignment

Account assignment roles are customizable. Account assignment refers to explicit naming of team members who work on an account in a formal capacity, known as a team role—Success Managers (CSM), Sales Managers, Onboarding Manager, Executive Sponsor, and so on. These types of roles indicate ownership of an account.

Attribute Description
Account ID* The Totango user responsible for the account in a Success role.
Account Role ID* Success Manager (Success Manager___tid) and Sales Manager (Sales Manager___tid) are default roles. Use the API name instead of the display name if updating from an integration.
User Email* The email address of the Totango user assigned to the account role.
User Name The name of the Totango user assigned to the account role. 

Touchpoints

Touchpoints capture interactions with your customers. Logging touchpoints keeps all stakeholders informed on the progress on the account—internal and external. Reporting on these interactions allows team members to quickly identify your accounts with high and low engagement.

Attribute Description
Account ID* Every touchpoint must be associated with an account. 
Touchpoint ID* Every touchpoint must have a unique Task ID.
Subject* or Content* Both are allowed; at least one in is mandatory.
Other attributes SuccessFlow, Touchpoint Type, Touchpoint Tags, Participants, Touchpoint Date, Last Update Date, Last Updater

Tasks

Tasks indicate work that needs to be done on an account. Team members use tasks to assign to-dos to themselves or other teammates, track timely completion, and add follow-up actions as needed.

Attribute Description
Account ID* Every task must be associated with an account. 
Task ID* Every task must have a unique Task ID.
Other attributes Title, Description, SuccessFlow, Priority, Status, Estimated Task Effort, Actual Task Effort, Assigner, Assigned_to, Create_Date, Due Date, Last Update Date, Associated Users

Module usage and activity

An activity stream is usually used to send usage information to Totango as captured on your application, or from third-party usage behavioral tools (e.g., Google Analytics, Mixpanel, etc.).

Required (*) and noteworthy attributes include the following:

Attribute Description
Account ID* Every activity stream must be associated with an account.
User ID* Every activity stream must be associated with a user.
Action* Name of the activity the user performed. Must be text.
Module* Name of the module the user performed. Must be text.
Count (optional) Number of times the action/module happened. The value must be numeric. If no count is provided, it will be counted as 1.

In addition to usage activity via stream, you can import aggregated usage into Totango. Refer to the following article for file specifications for import.

Other data or collection objects

Totango stores other system-level information that is displayed throughout Totango, including segmentation, depending on the object and permissions:

  • Forecast
  • Revenue information
  • Subscription information
  • Usage (Totango)

FAQs

Question: I only have contacts, not users of my product. Can I add contacts instead of users?

Answer: A "user" in this context does not mean they must be a user of your platform; it just indicates the collection of information about a person. The data is still represented as a "user profile" in Totango, which the additional denotation to elevate the information to the Contact widget on the account profile. 

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