This feature is not available until general release (coming soon).

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.

Once connected, the integration will:

1. Automatically identify any emails involving Totango contacts from the past 30 days (inbox and outbox).
2. Create a corresponding touchpoint in Totango for each email.
3. Sync updates from Gmail to Totango.

Your Totango administrator must first enable the integration in your Totango account. You must also have a Google account to use this integration.

Create a Google mail connection

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

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

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

No touchpoint is created if the email doesn’t include any valid Totango account user emails.

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.

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.