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 kick off call, scheduling data review, technical integration, launch, sending onboarding survey |
|
Nurture |
Training, business reviews, product release announcements |
|
Renewal |
Renewal discussion, pricing and negotiation activities |
|
Upsell |
Identifying potential upsell options, pricing discussion, ROI |
|
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 kick off call, scheduling data review, technical integration, launch, sending onboarding survey |
|
Training |
Feature training, methodology training, executive coaching |
|
Business Review |
QBRs, executive reviews, OKR reviews |
|
Adoption |
New feature Introduction, webinar |
|
Executive Relationship |
Executive Discussion summary |
|
Renewal |
Renewal discussion, pricing and negotiation activities |
|
Upsell |
Identifying potential upsell options, pricing discussion, ROI |
|
Support |
High ticket open by customer, Call customer if 10+ open tickets (task) |
|
Escalations |
Escalation meeting, creating a get well plan |
|
Professional Services |
PS meeting |
|
Billing |
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.
- From the Settings menu, expand Customer Engagement > Flows.
- Click on the flow you want to make default.
- In the Edit Flow window, select the Default Flow box.
- 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.
- From the Settings menu, expand Customer Engagement > Flows.
- Click Add Flow.
- Set a name and choose an icon.
- Choose whether to set this as a default flow.
- Choose whether to calculate tasks and touchpoints metrics.
Task and touchpoint metrics are included in Team Spotlight.
- 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.
- From the Settings menu, expand Customer Engagement > Flows.
- Click on the flow you want to disable or delete.
- In the Edit Flow window, select the Disable box.
- Click Save to confirm.