---
sourceDocument: Brazil Customer Success Management
sourceDocumentLink: https://www.servicenow.com/docs/r/acct-lifecycle-events

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Create touchpoints and meeting records

# Create touchpoints and meeting records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT) {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Send an email to your instance to create touchpoint and meeting records directly from the inbound email.

## Before you begin

Role required: Success agent

To enable email sending, see [Outbound email configuration](https://www.servicenow.com/docs/access?context=r_OutboundMailConfiguration&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). To enable email receiving, see [Inbound email configuration](https://www.servicenow.com/docs/access?context=r_InboundMailConfiguration&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

## Procedure

1. Launch the email application.
2. Select New Email.  
   The new email must contain the following: {#now-assist-tmt-email-template__table_email_fields__entry__2}

   | Field | Description |
   |-|-|
   | From | Email address of the sender. |
   | To | Email address of the instance (*instancename*@service-now.com). For example: devgen@service-now.com. |
   | Subject | Must start with the prefix "Touchpoint:". For example: "Touchpoint: Create a touchpoint for test." |
   | Email message | For touchpoints, must include: Engagement number, Due date, Subject, Description. For meetings, must include: Source, Start date and time, End date and time, Meeting subject. |
   [ ]

   {#now-assist-tmt-email-template__table_email_fields}
3. Select Send.  
   Note:  
   The instance may take several seconds to receive the email.

## Result

* The instance validates the email using Inbound Email Actions.
* If validation fails, you receive an email with the validation error and template description.
* If validation passes, a record is created and you receive a success email with a link to the created record.
* Emails are prepared and pushed to the outbound queue, where they're scheduled to be sent.