# Connect Delighted to Salesforce > 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. **Canonical page:** https://tray.ai/connectors/delighted-salesforce-integrations/ **Delighted connector:** https://tray.ai/connectors/delighted-integrations/ **Delighted documentation:** https://tray.ai/documentation/connectors/service/delighted **Salesforce connector:** https://tray.ai/connectors/salesforce-integrations/ **Salesforce documentation:** https://tray.ai/documentation/connectors/service/salesforce ## Overview 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. ## Use cases ### 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 ### 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 ### 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 ### 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 ### 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 ### 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 ### 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. - Unify sentiment and revenue reporting inside Salesforce dashboards - Demonstrate the business impact of CX initiatives with hard revenue data - Enable executive-level reporting that links customer happiness to growth ## Templates ### 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. Connectors used: Delighted, Salesforce ### 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. Connectors used: Delighted, Salesforce ### 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. Connectors used: Salesforce, Delighted ### 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. Connectors used: Delighted, Salesforce ### 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. Connectors used: Delighted, Salesforce ### 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. Connectors used: Delighted, Salesforce ## Challenges Tray.ai solves ### 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. ### 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. ### 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. ### 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 helps:** 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. ### 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 helps:** 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. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/