Totango connector
Automate Customer Success Workflows by Integrating Totango with Your Entire Tech Stack
Connect Totango to your CRM, support tools, and data warehouse to keep customer health scores accurate and CS teams proactive.
What can you do with the Totango connector?
Totango helps teams track customer health, manage onboarding, and reduce churn — but it's most useful when it's connected to the rest of your business data. Integrating Totango with tray.ai lets you sync account data from Salesforce, HubSpot, and your product analytics tools in real time, so your CS team always has a current view of every customer. Whether you're automating health score updates, triggering playbooks based on product usage signals, or routing at-risk accounts to the right CSM, tray.ai makes Totango the operational hub of your customer success motion.
Automate & integrate Totango
Automating Totango business process or integrating Totango data is made easy with tray.ai
Use case
Real-Time Customer Health Score Sync
Keep Totango health scores accurate by automatically pushing product usage data, support ticket volume, and payment status from your various tools into Totango as attributes. Instead of relying on manual CSV uploads or scheduled batch syncs, tray.ai pipelines stream attribute updates in real time so your health scores reflect the latest customer behavior. CS managers get a live, trustworthy view of every account without chasing data from multiple teams.
Use case
Automated Onboarding Workflow Orchestration
When a new customer is created in Salesforce or your billing system, tray.ai can automatically provision their Totango account, assign the right Success Plan, and notify the responsible CSM in Slack — no manual intervention needed. Fields from your CRM opportunity map directly to Totango customer attributes, so segment assignment, CSM ownership, and kickoff dates are populated from day one. This closes the handoff gap between sales and customer success that so often leads to slow or inconsistent onboarding.
Use case
At-Risk Account Escalation and Alerting
When Totango identifies an at-risk account through a health score drop or missed milestone, tray.ai can automatically escalate it by creating a Salesforce opportunity for a save or expansion conversation, opening a Jira or Asana task, and sending an alert to the account owner via email or Slack. No at-risk account gets lost because someone missed a Totango notification. CS teams define the escalation logic once and it runs consistently from there.
Use case
Bi-Directional CRM and Totango Data Sync
Keep Totango and your CRM in lockstep by syncing account, contact, and opportunity data bidirectionally with tray.ai. When a CSM updates the renewal date in Salesforce, it flows to Totango automatically. When a customer attribute changes in Totango, it reflects back in the CRM for AEs and leadership. This eliminates the duplicated data entry that wastes CSM time and creates discrepancies between sales and customer success records.
Use case
Customer Success Reporting and Data Warehouse Integration
Push Totango customer health, touchpoint, and playbook data into your data warehouse — Snowflake, BigQuery, or Redshift — to build executive-level CS dashboards and run churn analysis alongside product and financial data. tray.ai can schedule regular exports of Totango metrics, transform them into the right schema, and load them for BI tools like Looker or Tableau to consume. Leadership gets a complete, cross-functional view of customer health without anyone pulling reports manually.
Use case
Renewal and Expansion Pipeline Automation
Automatically create or update renewal opportunities in Salesforce when Totango signals that a customer's contract end date is approaching, or when a health score improves enough to flag an expansion conversation. tray.ai can combine Totango's health and engagement data with billing data to calculate expansion potential and pre-populate Salesforce opportunities with recommended products or contract values. Your renewal pipeline stays current without CSMs manually managing Salesforce records.
Use case
NPS and Survey Response Processing
When a customer submits an NPS survey response via Delighted, Typeform, or SurveyMonkey, tray.ai can automatically update their Totango health score attributes, log the response as a touchpoint, and route detractors to an immediate follow-up playbook. Customer sentiment data gets captured and acted on right away rather than sitting idle in a separate tool. CS teams can set up tailored responses in advance — a QBR invitation for promoters, a save campaign for detractors.
Build Totango Agents
Give agents secure and governed access to Totango through Agent Builder and Agent Gateway for MCP.
Data Source
Look Up Customer Health Scores
Retrieve health scores and success metrics for specific accounts to assess customer risk and opportunity. An agent can use this data to prioritize outreach or flag at-risk customers before things get worse.
Data Source
Fetch Account Details
Pull account information including attributes, lifecycle stage, and segment data from Totango. This gives an agent full context about a customer relationship before taking action or generating recommendations.
Data Source
Retrieve Customer Segments
Query Totango segments to identify groups of customers meeting specific criteria like usage levels, contract value, or churn risk. An agent can use this to run targeted campaigns or prioritize CSM workloads.
Data Source
Access SuccessBLOCs and Touchpoints
Fetch historical touchpoints, notes, and activity logs for customer accounts to understand recent interactions and engagement history. This helps an agent give context-aware recommendations to customer success teams.
Data Source
Monitor Churn Risk Alerts
Pull churn risk signals and alerts from Totango to surface accounts that need immediate attention. An agent can use these signals to automatically trigger escalation workflows or notify the relevant CSM.
Data Source
Retrieve Task and SuccessPlay Status
Check the status of ongoing SuccessPlays and tasks assigned to CSMs across accounts. An agent can report on completion rates and identify bottlenecks in customer success processes.
Agent Tool
Update Account Attributes
Modify account-level fields in Totango — lifecycle stage, custom attributes, contract details — based on external signals or agent decisions. This keeps customer data in sync with the latest information from other business systems.
Agent Tool
Create and Assign Tasks
Generate tasks and assign them to customer success managers within Totango when specific conditions are met. An agent can automate task creation in response to health score drops, support tickets, or renewal triggers.
Agent Tool
Log Touchpoints and Notes
Record customer interactions, meeting summaries, and engagement notes directly into Totango as touchpoints. An agent can automatically log activities from emails, calls, or other channels to keep the customer record current.
Agent Tool
Trigger SuccessPlays
Kick off predefined SuccessPlay workflows in Totango when the agent spots something worth acting on, like low adoption scores or an upcoming renewal. CSMs don't have to manually start anything.
Agent Tool
Update User-Level Attributes
Modify attributes for individual users within an account, such as product adoption stage or engagement level. An agent can keep user profiles current by syncing data from product analytics or CRM systems.
Agent Tool
Create or Update Accounts
Add new customer accounts or update existing ones in Totango when records change in connected systems. Totango stays accurate as the place your CS team actually trusts.
Get started with our Totango connector today
If you would like to get started with the tray.ai Totango connector today then speak to one of our team.
Totango Challenges
What challenges are there when working with Totango and how will using Tray.ai help?
Challenge
Customer Data Scattered Across Multiple Systems
CS teams struggle to build accurate health scores because customer data — usage, billing, support tickets, NPS — lives in separate tools with no automated way to bring it together in Totango. That leaves teams doing manual CSV exports, writing one-off API scripts, or waiting on engineering to build point-to-point integrations.
How Tray.ai Can Help:
tray.ai has pre-built connectors to hundreds of tools — Salesforce, Stripe, Zendesk, Segment, and more — so you can build multi-source data pipelines into Totango without writing custom code. The visual workflow builder lets CS operations teams own and maintain these integrations themselves.
Challenge
Delayed or Batch-Only Data Updates
Many Totango integrations rely on nightly batch syncs or manual uploads, which means health scores and customer attributes can be hours or days out of date. When a customer files a critical support ticket or stops using a key feature, the CS team may not see the signal in time to act.
How Tray.ai Can Help:
tray.ai supports event-driven, real-time triggers from webhooks and streaming data sources, so updates reach Totango the moment a relevant event occurs in any connected system. Health scores stay current, and playbooks can fire immediately when customer behavior changes.
Challenge
Inconsistent Sales-to-CS Handoff Process
Without automation, the transition from sales to customer success is inconsistent — accounts may be missing from Totango, assigned to the wrong CSM, or lacking a Success Plan for days after the deal closes. That delay hurts onboarding and makes a bad first impression on new customers.
How Tray.ai Can Help:
tray.ai can fully automate the handoff by listening for Closed Won events in your CRM and immediately provisioning the Totango account, applying the correct segment and Success Plan, and alerting the assigned CSM. The logic is configurable, so different customer tiers or product lines can follow different onboarding paths.
Challenge
No Unified Reporting Across CS and Business Data
CS leaders need to correlate Totango health data with financial metrics, product usage, and support data to understand churn drivers and forecast renewals — but Totango's native reporting doesn't span these external systems, and manually exporting data for analysis is slow and error-prone.
How Tray.ai Can Help:
tray.ai automates scheduled exports of Totango data into your data warehouse, where it can be joined with data from other sources for BI reporting. Analysts and CS leaders get a complete, up-to-date dataset without manual intervention, making it possible to build dashboards that span Totango, Salesforce, billing, and product analytics.
Challenge
Engineering Dependency for Custom Integrations
Building and maintaining direct integrations between Totango and internal tools often requires engineering resources, which creates backlogs and makes it hard for CS operations teams to move quickly on their data pipelines and automation workflows.
How Tray.ai Can Help:
tray.ai's low-code workflow builder lets CS operations and RevOps teams build, test, and maintain Totango integrations without writing code. Built-in error handling, logging, and retry logic reduce the operational burden, and the visual interface makes it easy to update workflows as requirements change.
Talk to our team to learn how to connect Totango with your stack
Find the tray.ai connector with one of the 700+ other connectors in the tray.ai connector library to integrate your stack.
Integrate Totango With Your Stack
The Tray.ai connector library can help you integrate Totango with the rest of your stack. See what Tray.ai can help you integrate Totango with.
+Salesforce & Totango
Learn how to integrate Salesforce and Totango together
+Slack & Totango
Learn how to integrate Slack and Totango together
+HubSpot & Totango
Learn how to integrate HubSpot and Totango together
+Zendesk & Totango
Learn how to integrate Zendesk and Totango together
Start using our pre-built Totango templates today
Start from scratch or use one of our pre-built Totango templates to quickly solve your most common use cases.
Template
Salesforce to Totango Account Sync
Automatically creates or updates Totango customer accounts and attributes whenever a Salesforce account or opportunity record changes, keeping both platforms in sync without manual effort.
Steps:
- Trigger on Salesforce account or opportunity update via webhook or polling
- Map Salesforce fields (contract value, owner, renewal date, stage) to Totango customer attributes
- Upsert the Totango customer record and update the relevant attributes via the Totango API
Connectors Used: Salesforce, Totango
Template
At-Risk Account Alert and Jira Task Creation
Monitors Totango for accounts whose health score drops below a defined threshold and automatically creates a Jira task for the CSM and sends a Slack alert with account context.
Steps:
- Poll Totango for accounts with health score changes or use a Totango webhook trigger
- Filter for accounts whose score has dropped below the configured at-risk threshold
- Create a Jira task with account details and assigned CSM, then post a formatted Slack alert to the CS team channel
Connectors Used: Totango, Jira, Slack
Template
New Customer Onboarding Automation
When a Salesforce opportunity closes as Won, automatically creates the Totango account, assigns a Success Plan, and notifies the CSM in Slack to begin onboarding.
Steps:
- Trigger when a Salesforce opportunity stage changes to Closed Won
- Create or update the Totango customer record with contract value, CSM owner, and segment based on deal data
- Assign the appropriate Totango Success Plan template and send a Slack message to the assigned CSM with a link to the new account
Connectors Used: Salesforce, Totango, Slack
Template
NPS Response to Totango Health Update
Processes incoming NPS responses from Delighted and updates the corresponding Totango customer attributes and logs the response as a touchpoint, triggering a detractor playbook if the score is 6 or below.
Steps:
- Trigger on new NPS response received in Delighted via webhook
- Look up the matching Totango customer by email and update the NPS score attribute and last survey date
- Log the response as a Totango touchpoint and, if the score is 6 or below, post an alert to the CS Slack channel and enroll the account in a detractor playbook
Connectors Used: Delighted, Totango, Slack
Template
Totango Health Data Export to Snowflake
Schedules a nightly export of Totango customer health scores, segment data, and touchpoint summaries into a Snowflake table for BI reporting and churn analysis.
Steps:
- Trigger on a nightly schedule using tray.ai's scheduler
- Query the Totango API to retrieve all customer accounts with current health scores, attributes, and recent touchpoints
- Transform the response into the target schema and upsert records into the Snowflake customer health table
Connectors Used: Totango, Snowflake
Template
Product Usage Signal to Totango Attribute Update
Listens for product usage events from Segment or Mixpanel and pushes relevant usage metrics to Totango as customer attributes, so health scores reflect real-time product engagement.
Steps:
- Trigger on key product events sent to Segment (e.g., feature adoption, login frequency, active user count)
- Aggregate or transform the event data into the relevant Totango attribute format (e.g., monthly active users, last login date, features adopted)
- Update the Totango customer record attributes via the API so health scores and playbooks reflect current product engagement
Connectors Used: Segment, Totango