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You may already know that you can send emails from Totango touchpoints, but did you know that you can also create Totango touchpoints from any email client? Check out these common use cases:

#1. If you don’t want to send an email to a customer but need to log notes about an engagement, just type them into an email. Put the customer’s email address in the Subject line so Totango knows which account to log the touchpoint to, and then send the email to touchpoints@totango.com. The touchpoint will be recorded and visible on the account timeline, where you can edit the details, such as add information, email it to others, or change the flow.

#2. If you receive an email from a customer that you want to log as a touchpoint so that other team members have visibility, forward the email to touchpoints@totango.com. Once again, the touchpoint will be recorded and visible on the account timeline that is associated with the sender.

#3. If you are writing an email to a customer, add touchpoints@totango.com to the BCC line prior to sending. The touchpoint will be recorded and visible on the account timeline, with the same options for editing if needed.

For any of these scenarios, Totango will alert you if you need to take additional action.

For example, if the customer’s email address is associated with more than one Totango account, the touchpoint will get logged to the account where the user was most recently active or has a recency override attribute. If you need to change it, simply click the touchpoint options, choose move, and find the appropriate account. On the other hand, if Totango can’t determine which account to use, you’ll be notified, at which point you can log the touchpoint manually.

Finally, if Totango can’t find a matching email address or a matching domain within an account profile, Totango will let you know that the touchpoint couldn’t be logged. In those instances, you can log the Touchpoint from within Totango, and be sure to add the contact to the account for next time.