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FAQ - Integration with Web-app

Is the Totango API case sensitive? 

Yes. All Totango API nouns and verbs are case sensitive. This means that account-id: ABC123 and abc123 are not the same. Make sure you always send information using a consistent character case.  

 

How do I check my integration is working? 

Deploy the code, then log into Totango and navigate to Settings | Integrations Hub | Data Files. Ensure there is user activity on your application and you should start seeing events on the activities monitor. Please validate account-id, name and user information is being passed correctly.

TIP: It can take several minutes for events to show up in the Developers Console after you’ve sent them through the API.

 

 

How long does it take for Totango to refresh data? 

Totango processes API calls in near-real time. It may take a few minutes until data shows up in your Developers console, but under normal conditions it will take a few seconds or less. 

That said, Totango calculates some metrics on a daily or hourly basis. Refer to the table below for more information:

Value
Updated
Account  
Health Daily
Last Activity Real Time
Usage Frequency Daily
Engagement Score Daily
Account Status  
SFDC Hourly
API Instantly
Attributes  
SFDC Hourly
API Instantly
Interface  
Reports Nightly Snapshot
Lists Real Time*
E-mail alerts Daily

*: Items that pull multiple sources of data are updated instantly, however if it is pulling an attribute which is not updated instantly it uses the last known value of that attribute.

 

 

How do I use the Totango Javascript collector on a single page application? 

To make changes to the Totango collector library after it has initially been setup in your application </body> section, simply update the totango_options object and then call totango.go() to apply the new settings. 

 

For example, the following code will update the Totango collector with user and account information once this it is obtained from a Javascript callback.

// this is a callback we use when a user successfully logs into our app
function onUserLoaded(user) {
  // setup Totango from new user session 
  window.totango_options = { 
     user { id: user.emailAddress } 
     account {
       id: user.accountID,        // account this user belongs to
       name: user.accountName,
       status: user.accountType,
       create_date: user.accountCreateDate 
     }

   };
   // totango will start collection for the logged-in username now
   totango.go(totango_options); 

If your application allows users to change accounts or even user profile on the fly and you want to change which account/user you are tracking use:

totango.track("Login", "Application Module", "account1234", "user@example.com");  
// track the activity 'Login' under module 'Application' for user 'user@example.com' under account 'account1234'

What are heartbeats? 

Heartbeats are events sent automatically by the Totango Javascript collection library every 60 seconds in which the user was active in the application. It is used by Totango to calculate the amount of time spent and engagement of end-users. 

Heartbeats show up explicitly in Totango with the __heartbeat user-action under the __system module. 

 

Can I disable heartbeats?

We do not recommend you disable them because your team will lose important engagement data about users. For instructions on how to disable please see this

 

Can Totango measure Time and Engagement metrics if I am only integrating via HTTP / Backend Integration? 

Totango estimates the time and engagement of users by looking at heartbeats in their individual event stream.

If you are relying on the HTTP integration, you can simulate that by ensuring you are sending an event approximately every 60 seconds for active-users. 

 

How do I delete all the data in my Totango? 

To clear out all the data collected in your Totango service, please open a support case with our technical staff.  We will remove all actual customer data (all accounts and users, all user-actions and modules) but will not remove or change configuration data (lists, health settings, reports, etc.)

How can I delete a specific account from my Totango? 

You can add the account to your Junk list to remove it from Totango.  

Note: Accounts in the junk lists will not only be removed, but any future event associated with them will be filtered out and ignored. You can remove the account from the junk list to resume collection. 

How do I delete unused/old user-action and module names?

Please open a support case with our technical staff.  

Note: If we delete a user-action or module but see it again from the API, it will be re-created. So make sure you stop sending it from your application code before.  

Does Totango remove old/unused accounts?

By default, Totango automatically expires trial accounts from the online account repository after a period of 60 days of inactivity. This helps keep your Totango clean, making it easier to focus on the relevant customers in searches and lists. 

Past expired accounts still will show up in historical trends of reports. 

For more information, including how to customize this setting, see User & Account considerations.

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