Connectors / Integration
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.
Delighted + Salesforce integration
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.
When Delighted and Salesforce operate in isolation, your customer success, sales, and support teams are flying blind. A detractor score sitting in Delighted does nothing until someone manually checks it and updates the corresponding Salesforce record — a process that's slow, error-prone, and rarely done consistently. Connecting Delighted to Salesforce through tray.ai closes that loop: survey responses automatically update contact and account records, trigger tasks for at-risk customers, and feed opportunity data that helps your team prioritize renewals and upsells. The result is a CRM that reflects how customers actually feel, not just what they've purchased — giving every revenue-facing team member the context they need before the next conversation.
Automate & integrate Delighted + Salesforce
Automating Delighted and Salesforce business processes or integrating data is made easy with Tray.ai.
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.
- Eliminate manual copy-paste of survey scores into Salesforce
- Give reps full sentiment context before every customer interaction
- Build accurate health scores on accounts using live NPS data
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.
- Guarantee timely follow-up on every detractor response
- Route tasks to the right owner based on account or territory data in Salesforce
- Reduce churn by converting negative feedback into actionable recovery workflows
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.
- Send perfectly timed surveys triggered by real CRM events
- Increase survey relevance and response rates with moment-based delivery
- Capture feedback at every stage of the customer lifecycle
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.
- Enrich renewal pipeline data with live customer satisfaction metrics
- Improve renewal forecast accuracy by incorporating sentiment signals
- Proactively identify at-risk renewals before they become churn
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.
- Automatically escalate poor support experiences into trackable Salesforce cases
- Reduce response time by routing negative feedback directly into support queues
- Build a documented record of feedback-driven service recovery actions
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.
- Build a live, auto-updated list of brand advocates inside Salesforce
- Accelerate referral and advocacy program enrollment without manual effort
- Increase the volume and quality of customer reviews and testimonials
Challenges Tray.ai solves
Common obstacles when integrating Delighted and Salesforce — and how Tray.ai handles them.
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 helps
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 helps
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 helps
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.
Templates
Pre-built workflows for Delighted and Salesforce you can deploy in minutes.
Delighted NPS Response to Salesforce Contact Update
Delighted 
Salesforce 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.
Create Salesforce Task on Delighted Detractor Response
Delighted Salesforce 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.
Closed Won Opportunity Triggers Delighted NPS Survey
Salesforce Delighted 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.
Delighted CSAT Response to Salesforce Case Creation
Delighted Salesforce 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.
Sync Delighted Promoters to Salesforce Advocacy Campaign
Delighted Salesforce 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.
Weekly Delighted NPS Summary Pushed to Salesforce Account Health Fields
Delighted Salesforce 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.
How Tray.ai makes this work
Delighted + Salesforce runs on the full Tray.ai platform
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