Touchpoint home page

  • Release version: Australia
  • Updated March 12, 2026
  • 8 minutes to read
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    Summary of Touchpoint Home Page

    The Touchpoint Home Page supports customer success agents in managing engagement lifecycle interactions by scheduling and tracking regular touchpoints with customers. These touchpoints improve communication, alignment on objectives, and collaboration between internal teams and customers. Touchpoints can be internal-only or involve external participants, with specific restrictions applied to internal touchpoints.

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    Managing Touchpoints

    • Discuss: Enables starting a sidebar discussion with selected participants related to the touchpoint, with activity logged in the Activity stream.
    • Create Success Play: Allows creation of a success play linked as an action item to the touchpoint.
    • Close Touchpoint: Requires filling required fields including Closure code and Close notes before closing.
    • Cancel Touchpoint: Also requires Closure code and notes; associated meetings are deleted if the touchpoint is deleted.

    Editing touchpoint details is possible via the pencil icon with changes saved accordingly. When converted to internal-only, external users cannot be assigned to restricted fields.

    Meetings Tab

    This tab lists upcoming and past meetings for the touchpoint, showing essential details such as title, schedule, invitees, and meeting state (Draft, Scheduled, Completed).

    Users can add meetings by entering details like subject, state, meeting type, schedule, invitees, cadence, virtual meeting options (e.g., Zoom, Google Meet), agenda, notes, and attachments.

    Notable features include:

    • Support for recurring meetings with configurable cadence and repeat-until dates (default max 365 days, configurable).
    • Automatic email invites sent for scheduled meetings, with updates or cancellations triggering notifications to invitees.
    • Options to edit individual occurrences or entire series, cancel occurrences or series, and mark meetings as completed.
    • Meeting notes can be shared with participants upon completion.

    Emails Tab

    Customer success agents can send emails to contacts associated with the touchpoint. The email interface allows:

    • Editing recipients and subject, marking emails as important, managing drafts, and applying touchpoint email templates.
    • Attaching files from the computer or the touchpoint record.
    • Viewing sent emails sorted by date and filtering them by criteria such as flagged status.

    Emails sent from internal touchpoints include a footer noting the communication is for internal use only.

    Success Tasks Tab

    This section displays success tasks linked to the touchpoint and allows creating new tasks directly associated with the touchpoint to track activities that support customer success goals.

    Related Items Component

    The expandable Related Items accordion displays associated records such as documents or touchpoint applicable records for trigger, action item, or reference purposes. Users can create new related records or view lists of existing ones. Document management requires an additional plugin installation.

    Important Updates in Australia Release

    • Meeting-related fields have been added or deprecated across meeting and virtual meeting tables, requiring running a migration script to consolidate data.

    Practical Benefits for ServiceNow Customers

    This Touchpoint Home Page enables customer success teams to efficiently coordinate engagement activities, maintain clear communication with customers and internal stakeholders, and track progress through structured meetings, emails, and success tasks. It supports both internal collaboration and external customer engagement, with tools to manage recurring meetings and document interactions effectively. The structured closure and cancellation processes ensure data integrity and continuity of historical engagement records.

    During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance.

    Touchpoints enhance communication between customer success teams and customer throughout the engagement lifecycle. Regular touchpoints ensure that the internal and external teams are aligned on the objectives and outcomes of the engagement.

    Internal touchpoints ensure that only internal teams are involved in that particular touchpoint.


    Touchpoint home page
    The following options are available:
    • Discuss: Select Discuss to start a sidebar discussion about this touchpoint. In the pop-up window, select the participants who must participate in the discussion, enter a brief message, and select Start discussion. A window appears with a link to the record for this touchpoint. Select Open record and start the discussion. When the discussion has been completed, you can see the details in the Activity stream.
    • Create success play: See Create a success play.

      The success play created using this UI action button is stored in Touchpoint applicable records table and the type of association is the action item.

    • Close touchpoint: Select Close touchpoint option from the More Actions drop down menu. You’re prompted to enter the required fields. Select the Edit icon in the Touchpoint details panel, enter the required fields and select Save. Select Close touchpoint after filling in the required fields. Select the Closure code and Close notes and select Close to close the touchpoint.
    • Cancel touchpoint: Select the Cancel touchpoint option from the More Actions drop down menu. The Closure code is automatically updated to reflect the State change. Enter the Close notes and select Cancel. If all other required fields have been filled in, you see a confirmation message indicating that the touchpoint has been canceled. If any required fields haven’t been filled in, select the Edit icon in the Touchpoint details panel, enter the required fields and select Save to cancel the touchpoint.

    If the touchpoint is deleted, all the associated meetings of the touchpoint are deleted.

    The Touchpoint home page contains the following tabs:
    • Meetings
    • Emails
    • Success tasks

    On the left pane, you can see the details of the account with which the touchpoint is associated. The details of the Touchpoint record are also displayed. Select the pencil icon to modify the details and select Save to update the record.

    When a non internal touchpoint is changed to internal only or a new internal touchpoint is created. This message is displayed:

    The internal touchpoint has been configured for internal use only, As a result, external users can’t be assigned or included in the following fields:
    • Touchpoint: Assigned To, Squad
    • Success Task: Assigned To, Squad
    • Meeting Invitee: Invitee
    • Email: Recipients
    The internal touchpoint can be marked as true, when all the related record does not contain any external users in the restricted field.

    Meetings

    This tab shows a list of upcoming touchpoint meetings and the ones that have already occurred. For each meeting listed on the page, the title, start and end date, meeting link, list of invitees, and the meeting state is displayed. Select Add meeting to schedule a new meeting. Enter the following details:
    Field Description
    Meeting subject Enter a description for the meeting.
    State This can be:
    • Draft: A newly created meeting is in a Draft state. It remains in this state until the status is updated to Scheduled. You can add invitees, meeting cadence, location, and other information when the status is updated.
    • Scheduled: A meeting in a Scheduled state is set for a specific date and time and with a list of invitees. A scheduled meeting can either be a recurring meeting or a one-time occurrence.
    • Completed: A meeting that has already been completed. Meetings in this state can be saved or recorded if necessary.
    Meeting type This field appears only when the State is set to Scheduled. This can be:
    • Ad-hoc
    • Weekly Status
    • QBR
    • Renewal
    Start date & time Enter the start date and time on which the meeting should be scheduled.

    The start date must be earlier than the end date.
    End date & time Enter the end date and time for the meeting.
    • The meeting duration can’t exceed 24 hours.
    • The Repeat until date must be later than the End date.
    Invitees Select the invitees for the meeting from the drop-down list.
    Cadence Specify the cadence for the meeting. This can be:
    • Twice a week
    • Daily
    • Monthly
    • Quarterly
    • Weekly
    Repeat until This field appears only if you select a value in the Cadence field. Specify the date until which the meeting cadence should be repeated.
    Note:
    By default, you can set up the meeting series for maximum period of 365 days. You can modify this value in the sn_meeting_mgmt.meeting_series_repeat_limit system property.
    Virtual meeting Select this check box to enable virtual meetings.
    Video software Select your virtual meeting provider such as Zoom or Google Meet from the list.
    Meeting link This field is automatically populated if you select Zoom in the Video software field. For details on setting up and configuring Zoom, see Configure Zoom to create a touchpoint meeting summary.
    Locations Select one or more locations from the drop-down list.
    Agenda Enter the agenda for the meeting.
    Internal notes Enter any internal notes for the meeting.
    Attachments Select Add file to upload one or more attachments with the meeting invite.
    Select Create to save and create the meeting. The scheduled meeting is displayed in the Meetings page. An email invite is sent to all the invitees for the meeting. Based on the Cadence you specified, the scheduled meeting series will appear on the Meetings page.
    Note:
    • Meeting invites are sent only for meetings in the Scheduled state.
    • If a meeting or a meeting series is canceled, the email indicating that it’s canceled is sent to the meeting invitees.
    • If the meeting details such as the time or location are changed, an updated invite is automatically sent to all the meeting invitees.
    • The Start and End dates for a meeting series shouldn’t be later than Repeat until date.
    • If a meeting series is extended, new meeting occurrences must be scheduled for future dates. Any updates to a meeting series impact only upcoming meetings.
    • If a meeting series is rescheduled to an earlier date, all future occurrences are canceled.
    • When a meeting is marked as completed or notes are updated, meeting notes are sent to all participants.
    • A single meeting occurrence can be canceled.
    You can do the following:
    • Select a meeting to modify the details. If the meeting is part of a series, you can either edit one of the occurrences or select Edit series to update the entire meeting series.
    • Select Cancel occurrence to cancel the selected meeting or select Cancel series to cancel the entire meeting series.
    • Select Save to update the meeting or meeting series.
    • To close a touchpoint, select Close touchpoint and enter the Closure code and the Close notes. Select one of the closure codes and select Close.
      • Addressed
      • Unaddressed
      • Canceled
    • To cancel a touchpoint, select Cancel touchpoint. The Closure code is set to Canceled and the State field is updated. When a touchpoint is canceled:
      • Existing scheduled meetings are still available, but you can’t schedule any new meetings.
      • Emails and success tasks can’t be added for the closed or canceled touchpoint.
    Important:
    The following changes have been made in the Touchpoint tables in the Australia release:
    Table name Field name State
    Meeting Details (sn_meeting_mgmt_meeting_details) Meeting password Added
    Virtual Meeting Details (sn_meeting_mgmt_virtual_meeting_details)
    • Meeting Instance ID
    • Meeting actual start date
    		 Added
    Meeting Details (sn_meeting_mgmt_meeting_details)
    • Meeting link
    • Meeting password
    		 Deprecated
    Run the Migrate Meeting Fields script to migrate the Meeting Id, Meeting link, and Meeting password fields data from the Virtual Meeting Details table to the Meeting Details table.

    Emails

    In this tab, the customer success agent can send email to the users specified in the Contact field in the Touchpoint. By default, the email header is auto- populated with the email address of the Contact and the subject of the account.

    You can:
    • Select the Expand email icon to expand the email. You add or delete the email ids and update the subject if necessary.
    • Select the Flag icon to mark this email as important.
    • Select the Open draft in a tab icon to view the email in a new tab. Select the View drafts icon and then Manage draft to view draft versions of the email. Select a draft from the list, select Apply and use it for your email.
    • While writing an email, if you want to display the last saved draft in the Compose section, you must set up the Email composer (mini). See Email composer (mini) UIB setup for the details.
    • Select the Touchpoint Email Template in the right panel and select Apply Template. Your email is formatted according to the touchpoint template that you have applied.
    • Select Attach file. You can attach a file either from your computer or from the touchpoint record. Select the file to be attached and select Add to attach the file with your email.
    Select Send email. Navigate to the Emails tab to see the email you have sent. You can also view the list of emails sorted in descending order of sent date. You can use the Search option to view emails meeting a specific criteria, filter the list by the type of emails, flagged emails, and create additional filter sets. You can also view the sent and received emails in the Emails under the Related Items section.

    When an email is sent from an internal touchpoint, this message is shown in the footer of the email: This communication is part of an internal touchpoint and is intended solely for internal use. Please do not share with customers.

    Success tasks

    You can view the success tasks associated with this touchpoint.
    1. Select New to create success task for this touchpoint. The Create success task page is displayed. See <success case task>*** to add link *** for the details.
    2. Enter the details on this page and select Save. The newly created success task now appears on the Success tasks page.

    Related Items

    The Related Items component uses an expandable accordion format. You can expand the desired lists to see the related items. This component also displays an icon with the number of items in a list.

    Related lists include the following actions:
    • Create: Opens a empty record in a sub tab that the agent can use to create item.
    • View all: Opens a list of records in a subtab.
    • Show more: Is displayed for lists that have more than five items.
    Note:
    The Documents related items are displayed only if you have installed the com.snc.platform_document_management plugin.

    touchpoint-related-item.

    The touchpoint applicable record associates touchpoint that are applicable to this touchpoint. By default, you can set the type of applicability into these categories:
    • Trigger
    • Action item
    • Reference