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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.

 

 

When does data in Totango update? 

Totango ingests new data in near-real time. Depending on the nature of the data, it may take a few minutes until it is fully processed and available in the application, but under normal conditions a new data will take a few seconds or less to show in the Developer Console and throughout the system.

Keep in mind that large data sets (for example a CSV import from the Integration Hub) may take longer to fully process. 

Beyond ingestion of new data, Totango calculated metrics update according to the following schedule: 

Value
Schedule
Comments
Account & User Metrics    
Health  Daily Totango admin can also  re-calcualte Health from the Admin page  

Usage Metrics

Active Users, Online time spent, Engagement Scores, Activity Days & Usage Frequency, # of activities or modules

Daily  

First activity & Last activity 

Real time  
Custom Metrics Real time  Based on changes to source data
Hierarchy Information & Rollups Real time  
Activity Feed  Real time Including (Today usage in Usage Tabs)
Application triggers*    
Tagging of accounts and users Near real time  Evaluated every 20 minutes
SuccessPlay  Near real time Evaluated every 20 minutes
Ongoing Campaigns Near real time Evaluated every 20 minutes
3rd party data    
API data updates  Real time  
Salesforce data sync Once an hour  
Zendesk support metric sync Once an hour  
     

* Evaluated in  real time, but if pulling data which is not updated instantly (eg health) it uses the last known value

 

 

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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