Gmail/Outlook Plugin for Touchpoints/Tasks

Ryan Lehman

• August 23, 2021 14:37

Hi,

Has Totango considered building a plugin that lives within Gmail/Outlook that allows for the creation of touchpoints/tasks from directly within a user's inbox? I know similar software companies have plugins like this and they are incredibly beneficial from an efficiency standpoint. This has been surfaced by multiple CSMs and Managers on our team as something they'd find quite valuable.

Please let me know if you have questions or if I can help explain further.

Ryan

9

• Official comment

  

  Ravit Danino

  • August 26, 2021 19:26

  Hi,

  Thank you for the input. you can achieve the creations of a touchpoint from an email client by creating an email and cc:touchpoints@totango.com. This will guarantee for you the same level of efficiency you described.

  see more here:https://support.totango.com/hc/en-us/articles/206430245-Using-Email-to-Touchpoint-to-Simplify-Your-Workday

  Ravit

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  Matt Harmon

  • August 26, 2021 20:24

  Ravit,

  The touchpoint via CC isn't a viable option.  If a contact is on multiple accounts, this will break the flow and not work as needed.  In some cases, outlook is a different email address than is used in Totango and as a result, the touchpoint is logged on the wrong account and you can't fix it or wont get logged.  
  
  Having an Outlook/Gmail widget allows for a flow of a CSM to send an email, click on the widget to identify the customer they want to have to TP logged on.  Furthermore, other platforms have a catalogue of Templates that you can choose from that will populate in Outlook/Gmail and a CSM can modify as needed and include account information to the customer.  This workflow makes a High Touch CSMs activity more efficient and productive.

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