Delighted + Salesforce
Connect Delighted and Salesforce to Turn Customer Feedback into Revenue-Driving Action
Automatically sync NPS scores, CSAT data, and survey responses from Delighted into Salesforce so your sales and success teams can act on customer sentiment in real time.
Why integrate Delighted and Salesforce?
Delighted is a customer feedback platform that captures NPS, CSAT, CES, and five-star ratings at the moments that matter most. Salesforce is the CRM your revenue teams live in — housing the accounts, contacts, and opportunities that drive the business. When the two aren't connected, customer sentiment and relationship data sit in separate silos, and your teams make decisions without the full picture. Integrating them puts feedback where people will actually see it.
Automate & integrate Delighted & Salesforce
Use case
Sync NPS Scores to Salesforce Contact and Account Records
Every time a customer completes an NPS survey in Delighted, their score, comment, and survey date are automatically written to the corresponding Salesforce contact and account record. Your CRM stays current with the latest sentiment data, no manual entry required. Sales and customer success reps can see a customer's NPS history directly inside Salesforce before any call or email.
Use case
Trigger Salesforce Tasks for Detractor Follow-Up
When a customer submits a detractor score (0–6) in Delighted, tray.ai automatically creates a Salesforce task assigned to the account owner or customer success manager, complete with the survey comment and a suggested follow-up deadline. No at-risk customer falls through the cracks, and your team responds within a defined SLA. If the score is critically low, the task can also escalate to a Salesforce case.
Use case
Launch Delighted Surveys from Salesforce Opportunity Milestones
Trigger Delighted surveys automatically when a Salesforce opportunity reaches a specific stage — Closed Won, onboarding complete, first renewal — without any manual campaign setup. Survey timing is tied directly to real CRM events, which makes feedback more contextual and tends to lift response rates.
Use case
Update Salesforce Opportunity Health Scores Based on CSAT Data
As renewal opportunities approach in Salesforce, tray.ai pulls the account's most recent CSAT and NPS scores from Delighted and updates a custom health score field on the opportunity record. Your renewals team goes into forecasting with quantified sentiment data, not gut feel. Accounts with declining scores get flagged automatically so intervention happens before the renewal conversation, not during it.
Use case
Create Salesforce Cases from Low CSAT Survey Responses
When a customer submits a low CSAT score after a support interaction, tray.ai automatically opens a Salesforce case tied to the original contact and account, pre-populated with the survey comment and score. Support managers can review, prioritize, and respond within their existing Salesforce workflow — no toggling between platforms. Post-support feedback goes straight into remediation.
Use case
Segment Salesforce Contacts for Promoter Advocacy Programs
When Delighted identifies a promoter (score 9–10), tray.ai automatically adds the contact to a designated Salesforce campaign or updates a custom field flagging them as an advocacy candidate. Marketing and customer success teams can then target these happy customers for referral programs, case studies, G2 reviews, or community participation — without manually cross-referencing two platforms. Satisfied customers become a repeatable growth channel.
Use case
Report on Feedback Trends Alongside Salesforce Revenue Data
By syncing Delighted response data into Salesforce custom objects, your teams can build unified dashboards that correlate NPS trends with ARR, churn rate, and upsell activity. Leadership gets a single view connecting customer sentiment directly to revenue outcomes — no more switching between Delighted's dashboard and Salesforce reports to tell the full story.
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Delighted & Salesforce Challenges
What challenges are there when working with Delighted & Salesforce and how will using Tray.ai help?
Challenge
Matching Delighted Respondents to Salesforce Records Reliably
Delighted identifies respondents by email, but Salesforce contacts may have multiple email addresses, duplicate records, or slightly different formatting — making automated matching unreliable without careful logic. A failed match means valuable feedback never reaches the CRM record it belongs to.
How Tray.ai Can Help:
tray.ai's workflow logic lets you build multi-step lookup sequences — searching by primary email, then secondary email, then account domain — and route unmatched responses to a review queue or Slack alert rather than silently dropping data. Duplicate handling rules can be configured to merge or flag conflicts automatically.
Challenge
Handling Survey Responses at High Volume Without Delay
Enterprise customers sending thousands of surveys per month can generate large bursts of Delighted responses, particularly after product launches or quarterly business reviews. Processing these in real time without throttling or data loss requires an integration layer that can actually keep up.
How Tray.ai Can Help:
tray.ai's event-driven architecture processes Delighted webhook payloads asynchronously and at scale, with built-in queue management that prevents data loss during high-volume periods. Each response is handled individually, so no updates are skipped or batched incorrectly.
Challenge
Keeping Custom Salesforce Fields in Sync with Delighted Survey Properties
Many teams use custom properties in Delighted to capture segment data — plan tier, region, product line — and want these mapped to corresponding custom fields in Salesforce. That mapping shouldn't require a developer every time either platform changes.
How Tray.ai Can Help:
tray.ai's visual workflow builder makes field mapping straightforward and maintainable by non-developers. When Delighted properties or Salesforce custom fields change, the mapping can be updated in the tray.ai interface without touching code, reducing dependency on engineering resources.
Challenge
Avoiding Duplicate Surveys Sent to the Same Contact
If surveys are triggered by multiple Salesforce events — an opportunity close and a scheduled health check, for example — the same contact may receive duplicate surveys within a short window, which damages the customer experience and skews response data.
How Tray.ai Can Help:
tray.ai workflows can query Delighted's API to check when a contact last received a survey and enforce a configurable suppression window before sending a new one. If a survey was already sent within the defined period, the workflow won't dispatch another — protecting both data quality and the customer experience.
Challenge
Ensuring Bidirectional Data Integrity Without Overwriting Fresh Data
When data flows in both directions — Salesforce triggering surveys in Delighted and Delighted pushing scores back to Salesforce — there's a real risk of race conditions or stale data overwriting more recent updates, particularly on shared fields like account health scores.
How Tray.ai Can Help:
tray.ai supports timestamp-based conditional logic that checks when a field was last updated before writing new values, so a freshly captured NPS score is never overwritten by an older batch sync. Workflows can be sequenced and locked to prevent conflicting simultaneous updates to the same Salesforce record.
Start using our pre-built Delighted & Salesforce templates today
Start from scratch or use one of our pre-built Delighted & Salesforce templates to quickly solve your most common use cases.
Delighted & Salesforce Templates
Find pre-built Delighted & Salesforce solutions for common use cases
Template
Delighted NPS Response to Salesforce Contact Update
Automatically captures every new Delighted NPS response and updates the matching Salesforce contact record with the score, comment, and response timestamp — keeping CRM data fresh without manual intervention.
Steps:
- Trigger when a new survey response is received in Delighted
- Look up the matching contact in Salesforce by email address
- Update the contact's NPS score, response comment, and survey date fields in Salesforce
Connectors Used: Delighted, Salesforce
Template
Create Salesforce Task on Delighted Detractor Response
Watches for detractor scores (0–6) in Delighted and instantly creates a follow-up task in Salesforce assigned to the account owner, so at-risk customers get a timely, personal response.
Steps:
- Trigger when a Delighted response with a score of 0–6 is received
- Find the matching Salesforce account and identify the account owner
- Create a Salesforce task for the account owner with the customer's score, comment, and a follow-up due date
Connectors Used: Delighted, Salesforce
Template
Closed Won Opportunity Triggers Delighted NPS Survey
Automatically sends a Delighted NPS survey to the primary contact on a Salesforce opportunity the moment it moves to Closed Won, capturing fresh sentiment while the relationship is at its strongest.
Steps:
- Trigger when a Salesforce opportunity stage changes to Closed Won
- Retrieve the primary contact's email and name from the opportunity record
- Send a personalized NPS survey to the contact via Delighted
Connectors Used: Salesforce, Delighted
Template
Delighted CSAT Response to Salesforce Case Creation
Monitors Delighted for low CSAT scores submitted after support interactions and automatically opens a Salesforce case pre-filled with the customer's feedback, so support teams can act immediately inside their existing workflow.
Steps:
- Trigger when a Delighted CSAT response with a score below a defined threshold is received
- Look up the corresponding contact and account in Salesforce by respondent email
- Create a new Salesforce case linked to the contact and account, populated with the CSAT score and verbatim comment
Connectors Used: Delighted, Salesforce
Template
Sync Delighted Promoters to Salesforce Advocacy Campaign
Automatically identifies promoter responses (scores 9–10) in Delighted and adds the respondent to a designated Salesforce campaign, building a continuously updated pool of brand advocates ready for referral and marketing programs.
Steps:
- Trigger when a Delighted response with a score of 9 or 10 is received
- Search for the matching contact in Salesforce by email address
- Add the contact to a predefined Salesforce advocacy campaign and update a custom advocacy flag field
Connectors Used: Delighted, Salesforce
Template
Weekly Delighted NPS Summary Pushed to Salesforce Account Health Fields
Runs on a weekly schedule to pull aggregated NPS data from Delighted for each account and update a custom health score field on the Salesforce account record, keeping leadership and CSMs informed of trending sentiment.
Steps:
- Trigger on a weekly schedule and fetch all Delighted responses from the past seven days
- Group responses by account domain or a custom property and calculate average NPS per account
- Update the corresponding Salesforce account records with the latest aggregated NPS score and response count
Connectors Used: Delighted, Salesforce