Configure custom flows

Who can use this feature?

Global admins
Available on all plans

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 the following flows to start with. It's recommended to customize according to your engagement model. (See below.)

Flow	Icon	Example
Renewal		Renewal discussion, pricing and negotiation activities
Support		High ticket open by customer, Call customer if 10+ open tickets (task)
Upsell		Identifying potential upsell options, pricing discussion, ROI
Escalation		Escalation meeting, creating a get well plan
Onboarding		Onboarding kick off call, scheduling data review, technical integration, launch, sending onboarding survey
Adoption		New feature Introduction, webinar
Risk		Identifying or resolving risk, risk mitigation, planning
Intelligence		Analytics, business metrics, competitor info
Growth (default)		Upsell, expansion, opportunities
Customer Sentiment		Surveys, feedback, temperature checks
Nurture		Business reviews, product release announcements
Training		Feature training, methodology training, executive coaching
Business Review		QBRs, executive reviews, OKR reviews
Customer Reference		Referrals, reference program interest

Use cases for custom flows

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
Escalation		Escalation meeting, creating a get well plan

Lifecycle stages and business processes

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)
Escalation		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 or edit a 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 (or click to edit properties of an existing flow).

If editing a flow, you can view the number of activities and SuccessBLOCs that use the flow. Any changes you make will affect all existing items, including flow names on all assigned tasks and touchpoints.
Choose or modify the flow name and icon.
Choose whether to set this as a default flow (see above).
Choose whether to calculate tasks and touchpoints metrics.

Task and touchpoint metrics allow you to review results by flow within segmentation engines (where applicable).

In the following example, "Adoption" flows do not have tracking enabled, whereas "Training" flows do.

Calculations run on a daily data processing schedule. Calculations will be tracked historically for activities created before enabling metrics for the related flow.
Click Add Flow or Save 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.