Touchpoints
concept australia Updated Nov 6, 2026 1 min read account-lifecycle-use-touchpoints.md
Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records.
Touchpoints capture interactions between your team and customers throughout the engagement lifecycle. Use touchpoint records to plan meetings, log conversations, manage related tasks, and maintain a complete history of customer engagement.
- Touchpoint home page
During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance. - Touchpoint planner
The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager. - Generate summary for Zoom meetings
Generate the meeting summary for virtual meetings conducted using Zoom. - Meeting page
The meeting page is a structured workspace for preparing and following up on touchpoint meetings. It displays pre-meeting or post-meeting content depending on the meeting state. - Meeting agenda items and next steps
Record each topic on a touchpoint meeting agenda and each follow-up as its own record, so you can see what the meeting covered and what is still open. - ServiceNow Otto for Telecommunications, Media, and Technology (TMT) draft and schedule touchpoint meetings agentic workflow
Use the Draft and schedule touchpoint meetings agentic workflow to schedule and edit a touchpoint meeting for a specific user. - Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow-up activities. - Create touchpoints and meeting records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)
Send an email to your instance to create touchpoint and meeting records directly from the inbound email. - Product release email communication agentic workflow
Automatically draft, refine, and distribute product release announcement emails to designated recipients using the most recent release information.
Parent Topic:Customer success
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--- title: Touchpoints description: Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records. locale: en-us canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-use-touchpoints.html release: australia topic_type: concept last_updated: "2026-11-06" reading_time_minutes: 1 breadcrumb: [Customer success, Use, Customer Success Management] --- # Touchpoints Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records. Touchpoints capture interactions between your team and customers throughout the engagement lifecycle. Use touchpoint records to plan meetings, log conversations, manage related tasks, and maintain a complete history of customer engagement. - **[Touchpoint home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-touchpoint-home.md)** During the engagement lifecycle, customer success agents schedule regular touchpoints with customers to evaluate progress, provide feedback, and offer guidance. - **[Touchpoint planner](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-touchpoint-planner.md)** The touchpoint planner shows a calendar view of different touchpoints across all accounts associated with the customer success manager. - **[Generate summary for Zoom meetings](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-zoom-meeting-summary.md)** Generate the meeting summary for virtual meetings conducted using Zoom. - **[Meeting page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-meeting-page.md)** The meeting page is a structured workspace for preparing and following up on touchpoint meetings. It displays pre-meeting or post-meeting content depending on the meeting state. - **[Meeting agenda items and next steps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-meeting-scheduler-plus.md)** Record each topic on a touchpoint meeting agenda and each follow-up as its own record, so you can see what the meeting covered and what is still open. - **[ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) draft and schedule touchpoint meetings agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/now-assist-tmt-touchpoint-meeting-scheduler.md)** Use the Draft and schedule touchpoint meetings agentic workflow to schedule and edit a touchpoint meeting for a specific user. - **[Summarize a touchpoint using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/now-assist-tmt-summarize-touchpoint.md)** Generate a summary from the fields you select on the touchpoint record. Get a quick summary of all the meetings and emails exchanged between different stakeholders and any follow-up activities. - **[Create touchpoints and meeting records using ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/now-assist-tmt-email-template.md)** Send an email to your instance to create touchpoint and meeting records directly from the inbound email. - **[Product release email communication agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/now-assist-product-release-email-communication.md)** Automatically draft, refine, and distribute product release announcement emails to designated recipients using the most recent release information. **Parent Topic:**[Customer success](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-use-cust-success.md)
| title | Touchpoints |
| description | Plan, log, and track customer interactions throughout the engagement lifecycle using touchpoint records. |
| locale | en-us |
| canonical_url | https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-use-touchpoints.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-11-06 |
| reading_time_minutes | 1 |
| breadcrumb | Customer successUseCustomer Success Management |