BCC Touchpoints - Multiple Accounts Issue & Potential Resolution

Zac Herman

• March 25, 2021 15:44

Hey Totango Product Team!

There is a great amount of value in BCC'ing touchpoints@totango.com in emails with my clients, but unfortunately not when the individual is tied to multiple accounts. I understand the level of difficulty in trying to automatically determine which account I want this email associated with, but I believe there is a better way to handle errors like these. 

Instead of providing me with a link to log it manually, it would be greatly beneficial if each of the possible account names were hyperlinked, and clicking on the account would then associate the email with the account I want it to. This would significantly increase the probability of me actually logging this email as a touchpoint. 

Also with this functionality, it would be beneficial to have some context around the email I sent that I would be associating with this account. The subject of the email would work, but it wouldn't hurt to have the body as well. 

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  Andrew Pargoff

  • March 25, 2021 15:50

  I've run into the same issue as Zac. This would also be another way to allow us to ensure activity is logged to all respective accounts for visibility.

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  Mitch McCaige

  • March 25, 2021 16:05

  This is a great suggestion. In full disclosure, I've had every intention of manually adding this to the account only to be pulled in a different direction and forgotten to actually log the touch. The idea of supplying the various accounts the user is tied to, and selecting the desired account that prompts a 2nd push would be an interesting feature.

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  Vijay

  • May 01, 2021 01:19

  Thanks, Zac, Andrew, and Mitch. I do understand the challenge and yes there are many ways we could solve it.. We will see which approach is the most feasible when we work on this. Thanks!

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