Touchpoints in coreFORCE and How to Use Them!

Created by Ezra Weinstein, Modified on Tue, 13 Sep 2022 at 02:16 PM by Hannah Harris


What is a Touchpoint? 


A Touchpoint is a record of things that have happened with a customer. More broadly, Touchpoints are used for recording an interaction between the website and a contact.


What are Some Potential Uses? 


Some clients record every interaction with a customer and their salesmen read through all of the interactions that have ever been had with the customer. These don't always require follow-up which is why this is an optional flag to check. This would be more thorough than the notes section on a contact.


Other clients use Touchpoints extensively for managing their members and creating reminders to follow-up with customers. 


Need to Follow Up with a Customer? 


In Contact Maintenance, there is a filter where you can select "Response Required" to see all contacts that have touchpoints that need addressing.


There is also a touchpoints tab under each individual contact where you can view all touchpoints for that contact.


Example of Use with Follow-Up


Say you want to set a reminder for yourself to mark a customer's subscription active again on the day their membership freeze will end.


Go to Contacts -> Create Touchpoints


  • Select the user you are freezing the membership for as the Contact
  • Write a description and detailed description for what's going on/why the touch-point is being created. 
  • Select the flag that says "Requires a a followup response" 
  • Date due is the date that you need a reminder (which is the same day when the membership freeze will end).
  • Date completed is simply the date you are adding the touch-point
  • You will receive an email on the date this is due as long as your user account has an email.
    • The emails are sent by the workflow background process… “A task titled (description) for contact (contact) assigned to you is due today…"
    • Workflow runs daily, so these emails will come overnight.
  • Do not forget to hit SAVE.

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