Automate field completion when touchpoint added via email (touchpoints@totango.com)

Sarah Zaretsky

• April 28, 2021 15:09

We often record customer discussion / engagements using the option to bcc:Touchpoints@totango.  This is great to auto log the activity, however it would be even more efficient if this could be enhanced to auto-populate certain fields on the customer account page as well such as last engagement date, next steps (if somehow noted in the email), etc.  Under current process we still login to the customer account and manually update the last engagement date, CSAT, CSAT reason, and next steps (if applicable).  

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  Carlos Coronel

  • April 30, 2021 19:46

  Agreed, having the ability to track touchpoints via emails is great, but the need to log in to adjust details creates a duplicated effort, We should be able to track all required details from that email instead to do both, i.e. send the email and log in to adjust.

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  Zackary Tierney

  • August 30, 2021 19:37

  Same from our end.  We are using - touchpoints@totango.com in the BCC, which is very helpful to avoid double handling, but we still need to go in and update the invidividual fields to correctly identify what the touchpoint was for (IE: Touchpoint reason). 
  
  I know we can choose the default Success Flow, but doesn't work for our use case since we are using this for something else.  Possibly being able to tie what fields need to be pre-populated to another email address (If we had control over the email/fields ourselves).

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