If enabled by your administrator, you can optionally connect your Google mailbox (Gmail) with Totango. Syncing your emails with touchpoints reduces time for manual entry.

Create a Google mail connection

You can connect/disconnect your Google mailbox (Gmail) anytime within your Totango user profile.

If prompted, it is critical to select the option to allow Totango access to view your email messages and settings! See step 5.

Google mail sync schedules

Upon connection, the system will perform the following:

Initial sync

• Emails sync from the last 30 days
• Touchpoints appear in approximately 5–15 minutes

Ongoing Sync

• Background sync runs every 15 minutes
• Touchpoints appear in approximately 5 minutes of sending/receiving an email

All qualifying emails will sync, including out of office replies and notifications from calendar event cancellations / updates. Currently, there is no ability to filter the qualifying emails that sync as touchpoints.

How syncing works

Touchpoint creation logic

A touchpoint is automatically created if the email includes an account user's email address (To, CC, or BCC) that is logged in Totango.

Touchpoints are created when:

• You send an email to an account user's email
• You receive an email from an account user's email
• The account user's email is included in the CC or BCC field

Touchpoints in Totango are limited to 20,000 characters. Email threads that exceed this limit will not be logged.
Emails moved from the Inbox or Sent items, previous to a sync, may not post as a touchpoint

Email matching and display logic

Google Mail integration uses matching to associate emails with the correct account. This logic ensures that touchpoints are logged in the right place and include the right people. Touchpoints are only created if the email contains an address that matches an account user in Totango. Here’s how Totango decides where and how to log a touchpoint:

✅ A touchpoint will be created if: The email is sent to, received from, or CC/BCCs an account user’s email address.

❌ A touchpoint won’t be created if: None of the recipients match any account user email (or domain name) in Totango.

Account association logic

Totango uses the following logic sequence to determine which account the touchpoint should be created under.

1. TO (Direct Recipient)
   If the email is sent directly to an account user's email address in Totango, the touchpoint is created under the associated account.
2. Domain Match from TO (Direct Recipient)
   If there is no exact user match in the TO field, Totango checks whether the recipient’s email domain (e.g., @customercompany.com) matches any domain associated with users in Totango. If a match is found, the touchpoint is created under that account.
3. CC or BCC (Copied Recipients)
   If no match is found in the TO field, Totango checks the CC and BCC fields for a matching account user and creates the touchpoint accordingly.
4. Domain Match from CC or BCC (Copied Recipients)
   If there are no exact user matches in CC or BCC, Totango also checks the email domains of those copied addresses. If a matching domain is found, the touchpoint is assigned to the associated account.

Multiple account matches

• If an account user is associated with more than one account, Totango will create the touchpoint in the account that was most recently active.
   
• If the email includes multiple recipients who are each linked to different accounts, Totango will again use the most recently active account among them to determine where to create the touchpoint.

Regardless of which account is selected, all email participants (full name if matched; or full email if unmatched) will be displayed under Customer Participants in the touchpoint.

Email thread handling

Totango intelligently groups email conversations into main touchpoints and follow-ups, helping you keep a clean and readable timeline on each account. When you exchange multiple emails in an ongoing conversation with a customer, the system identifies which email is the start of the conversation and which ones are replies. This grouping helps reduce clutter and maintains the context of the conversation.

Here’s what happens behind the scenes:

1. The first email (main touchpoint)
   The initial email in a conversation becomes the main touchpoint. It appears on the account timeline with the email subject and body.
2. Replies (follow-up touchpoints)
   Any reply to the original email is logged as a follow-up touchpoint. These follow-ups are linked to the main touchpoint and shown in chronological order, giving you a complete thread history under a single entry.

Example:

• You send an email to the customer titled “Q2 Renewal Discussion.” This becomes the main touchpoint.
• The customer replies. Totango logs this as a follow-up touchpoint to the original.
• You reply again with more info. Another follow-up is added.
• The customer sends one last confirmation. Another follow-up is added.

In Totango, the main touchpoint will be: “Q2 Renewal Discussion.” This main touchpoint has 3 follow-up exchanges, sorted by date and time.

Touchpoint defaults and formatting

FAQs

Question: Can I configure rules to include or exclude emails?

Answer: No. The system does not allow custom rules or filters restricting which emails will and will not be synced. The sync logic is fixed and will sync all emails that contain a valid account user email address.

Question: Can the Google Mail integration update touchpoints in Totango after they've been created?

Answer: No. Once an email is synced and a touchpoint is created in Totango, the Google Mail integration does not update or delete that touchpoint—even if the original email is deleted from Google Mail. Any changes needed after the touchpoint is created (such as edits or deletion) must be done manually within Totango.

Question: Why is a matching account user's email required?

Answer: Matching allows Totango to identify the correct account for the touchpoint. Without it, Google Mail integration won’t be able to log the email to an account and create the touchpoint.

Question: What happens if an email matches users from multiple accounts?

Answer: The touchpoint is created in the account that was most recently active.

Question: What is the creation date and time of Google Mail touchpoints in Totango?

Answer: The creation date and time of a Google Mail touchpoint in Totango match the exact moment the email was sent or received. This helps ensure that the touchpoint appears on the account timeline in the correct chronological order, right when the actual interaction took place.

Question: Will emails be synced if they are sent to someone who is not an account user but has the same domain as users in Totango?

Answer: Yes, they will. If an email is sent to someone who isn’t an account user in Totango, but their email shares a domain with existing users (like @customercompany.com), Totango will try to find an account that includes users from that domain. If a match is found, Google Mail logs the touchpoint to that account, even if the specific recipient isn't listed as a tracked user. This standard follows the same logic as the email-to-touchpoint feature. Learn more.

Question: What happens if I use email-to-touchpoint (BCC touchpoints@totango.com) in addition to Google Mail integration?

Answer: It's not advised to use both. There may be touchpoint duplication of email-to-touchpoint that were logged in the past 30 days.

Question: If I disconnect and reconnect my Google Mail integration, will it perform a full sync of the last 30 days?

Answer: No. After reconnecting, Google Mail will only sync new emails since the last successful sync; it will not reprocess or reload all emails from the past 30 days.

Question: I see touchpoints on the timeline logged to the wrong user. For example, my coworker was copied on an email thread, but the touchpoint looks like it was created by her.

Answer: If your coworker has a Google Mail connection with Totango but you do not, Totango logs the touchpoint to the included Totango team user on the thread.

Question: I don't see touchpoint creation happening. What could be the cause of the failure?

Answer: Double-check your authentication permissions in your connection (see step 5 above). If you don't have permissions to allow Totango access to view your email messages and settings, please disconnect and reconnect with the required permissions.