Configure custom flows

Who can use this feature?

  • Global admins
  • Available on all plans and license types

Flows allow your teams to categorize activities and automations. As a Global admin, you can customize the default flow and flow tags (names and icons).

Best practices for configuring flows

Totango provides several flows from which to start. You can disable or add more as needed. Flows should align with your own customer engagement model.

Here are two common approaches:

Lifecycle stages

Categorizing flows by lifecycle stage is the simplest approach.

Flow Icon Example

Onboarding

onboarding

Onboarding kick off call, scheduling data review, technical integration, launch, sending onboarding survey

Nurture

nurture

Training, business reviews, product release announcements

Renewal

renewal

Renewal discussion, pricing and negotiation activities

Upsell

upsell

Identifying potential upsell options, pricing discussion, ROI

Escalations

escalations

Escalation meeting, creating a get well plan

Lifecycle stages

Categorizing flows by lifecycle stage and business processes provides your team with more granularity.

Flow Icon Example

Onboarding

onboarding

Onboarding kick off call, scheduling data review, technical integration, launch, sending onboarding survey

Training

training

Feature training, methodology training, executive coaching

Business Review

7.png

QBRs, executive reviews, OKR reviews

Adoption

8.png

New feature Introduction, webinar

Executive Relationship

9.png

Executive Discussion summary

Renewal

renewal

Renewal discussion, pricing and negotiation activities

Upsell

upsell

Identifying potential upsell options, pricing discussion, ROI

Support

99.png

High ticket open by customer, Call customer if 10+ open tickets (task)

Escalations

escalations

Escalation meeting, creating a get well plan

Professional Services

999.png

PS meeting

Billing

9999.png

Customer paid, customer late in paying

Set a default flow

A default flow will be pre-selected whenever anyone creates a new task, touchpoint, SuccessPlay, or campaign. The default flow will also be automatically assigned to every email-to-touchpoint (bcc touchpoints@totango.com).

We recommend using “Nurture” as the default flow because the majority of customer interactions and activities occur within this lifecycle stage.

  1. From the Settings menu, expand Customer Engagement > Flows.
  2. Click on the flow you want to make default.
  3. In the Edit Flow window, select the Default Flow box.
  4. Click Save to confirm.

Add a new flow

You can include up to 30 flows, including system flows. A system flow is used by Totango for its own automatic assignments. For example, if your Totango instance is integrated with Zendesk, the Support flow will be automatically assigned to all Zendesk events. 

  1. From the Settings menu, expand Customer Engagement > Flows.
  2. Click Add Flow.
  3. Set a name and choose an icon.
  4. Choose whether to set this as a default flow.
  5. Choose whether to calculate tasks and touchpoints metrics.

    Task and touchpoint metrics are included in Team Spotlight.

  6. Click Add Flow to confirm.

Delete or disable a flow

You cannot edit or disable system flows. You can delete or disable other flows if they have no activities. Activities include campaigns, SuccessPlays, and timeline events.

  1. From the Settings menu, expand Customer Engagement > Flows.
  2. Click on the flow you want to disable or delete.
  3. In the Edit Flow window, select the Disable box.
  4. Click Save to confirm.

 

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