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Account and User binding

To properly setup your Totango - Salesforce Data Connection, you need to identify the SFDC field which will be used for binding purposes with Totango account- & user- ID. Note: Totango requires the CASESAFEID (18 character length id).

Account bindings

By default Totango "binds" each Totango Account with a Account Object counterpart. You can change this: advance options - custom object binding for accounts

A common field with the account ID (bind-field) is required so Totango can determine the relationship.

Depending on your selected implementation pattern, this can  either be a custom field representing your internal account/tenant-ID on your web-app, or the Account ID value.


User Binding (Optional)

User bindings establishes a connection between a user in your web-application and the relevant object within (usually a Contact).  This is useful if you are planning to use Totango for Automated Customer Nurturing by integrating with your Email automation platform of choice.

We recommend you use the user's email address for the unique user-id on Totango. This will be used by default to bind a user from Totango with its corresponding Contact on

If you are using a different value for the unique user-id in Totango, you will need to identify the Contact object field in which Totango will look at to match user names from Totango. 

To activate user-level binding you will need to inform our customer services team.  (email

Advanced - Custom Object Binding for Accounts

Alternatively, Totango can also bind Accounts to any Custom Object in your data model. To enable this:

1) Create the following fields in your Custom Salesforce Object. Totango will use them to sync engagement data into 

Data Type
Totango Account Health Totango_Account_Health Text(32)  
Totango Account Health Icon Totango_Account_Health_Icon Formula (Text) IMAGE( CASE( Totango_Account_Health__c , "Good", '', "Average", '', "Poor", '', ''), "",15,15)
Totango Account Health Reason Totango_Account_Health_Reason Text(255)  
Totango Active users (last 14 days) TotangoActive_users_last_14_days Number(5, 0)  
Totango Engagement TotangoEngagement Number(3, 0)  
Totango Engagement Change TotangoEngagementChange Number(3, 0)  
Totango Insights TotangoInsights Text(255)  
Totango Last Update Totango_Last_Update Date/Time  
Totango isOnline Totango_isOnline URL(255)  
Totango Online Status Icon Totango_Online_Status Formula (Text) IF( CONTAINS( Totango_isOnline__c , "totango"), IMAGE( Totango_isOnline__c, "N/A") , IMAGE("","N/A"))
Totango URL Totango_URL URL(255)  
Totango License_Utilization Totango_License_Utilization Text(255)  
Totango Usage_Frequency Totango_Usage_Frequency Text(255)


2) Edit your Custom Object Layout and add the Totango fields in a place of your choosing. 

3) Provide Totango the name of your Custom Object and the bind field to use. 

Advanced - Custom Object Binding for Users

Alternatively, Totango can bind Users to any Customer Object in your Model (instead of a Contact). Follow the steps below.

1) Create the following fields in your Custom Object representing the user

Data Type
Totango First Activity totango_FirstActivity Date/Time  
Totango Last Activity totango_LastActivity Date/Time  
Totango Last Update totango_Last_Update Date/Time  
Totango Insights totango_Totango_Insights Text(255)  
Totango Online Status Url totango_OnlineStatus URL(255)  
Totango Online Status Icon totango_OnlineStatusImage Formula(Text) IF( CONTAINS( totango_OnlineStatus, "totango"), IMAGE( totango_OnlineStatus, "N/A") , IMAGE("","N/A"))
Totango User Profile URL totango_UserProfileURL URL(25)


2) Identify your bind field: Totango needs to know which field it should use as the bind-key. This is the field Totango will look at to match user names from Totango. By default we use the Email field. In case you want to use a different field for binding please notify Totango team.

3) Contact Totango once complete to enable the new capability.

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