Generate account summaries with AI

Who can use this feature?

Generate on-demand summaries for customer accounts using AI. Once enabled, this account summary tool is available from any account profile in Totango.

What you need to know

  • The feature works by passing anonymized account attributes to an AI engine. AI analyzes patterns in the data to highlight the most important account details. 

    Due to the large amount of data being analyzed, it might take up to several minutes to generate. Don't worry, you can come back to see the summary later if you need to leave the page.

  • The result is a concise summary of key account areas written in natural language, designed to help your teams make faster, more informed decisions.
  • Summaries are generated dynamically (not pre-written). For best results, ensure all account data is up-to-date.
  • Admins can customize the data points considered or excluded from the account summary data (e.g., key info, value metrics, health profile, or a custom combination of attributes).
  • Totango automatically refreshes the account summaries every 12 hours, in addition to a hard refresh option. Regular refresh of summaries ensures teams act on the latest data, not outdated snapshots. 

    Once generated, the same account summary is cached and available for everyone on the team who accesses it prior to the next refresh.

  • Admins can modify access and customizable permissions to Account Summary.

Generate an account summary

  1. From the upper, right area of the account profile, click Account Summary.

    Wait for the account summary to load within the pop-up window. When the summary loads, it will include an overview of the account, followed by details related to usage and engagement, interactions, sentiment, risks, renewal, and recommended next actions.Review the summary and optionally take any of the following actions:
    • Copy summary: Copies the summary of the text. 
    • Like / dislike: Tells Totango whether you found the summary helpful or not.
    • Refresh: Generate a new summary, overriding any cached summaries.
  2. When finished reviewing, close the summary by click the X in the upper, right corner. Anyone with access to the account can re-open the summary using the same button for up to 12 hours, after which time the button will automatically generate a new summary. 

    If you want to save the account summary contents permanently, we recommend copying the contents and adding it as an internal touchpoint to capture the summary at a point in time. 

Configure account summary data

Admins and users with permissions can customize the account summary. Customization includes:

  • Visual appearance: Header KPI to feature up to 4 items in the summary. Choose KPIs that reflect your team's strategic priorities and goals.
  • Data points: Include/exclude entire categories or individual data points to focus the summary on the most relevant metrics to your business.
  1. From the upper, right area of the account profile, click Account Summary.
  2. When the summary loads, click the Configure (gear) icon.
  3. In the "Visual Appearance" section, click Edit.
    Drag-and-drop the attributes and order that you want them to appear in the KPI section of the summary (up to 4).
  4. In the "Data Points - Categories" section, optionally clear any of these categories of attributes:

    System attributes outside of these categories are always included.

  5. In the "Data Points - Include Attributes" section, click Edit.
    Drag-and-drop the attributes that you want to include for in-depth analysis in your account summaries (up to 10). Focus on those that provide the most value and actionable insights for your team. These attributes will not be masked, so do not share identifiable information (e.g., name of a company, domain name, etc.
  6. In the "Data Points - Ignore Attributes" section, click Edit.
    Drag-and-drop the attributes that you want to exclude from analysis. Use this category for attributes that tend to confuse AI and negatively impact the quality of the summary. For example, you may want to remove attributes that are in the "Key Info" section to help CSMs with daily use but that may not be relevant for this AI summary. 
  7. Click save to update the account summary configuration and apply to all new account summaries going forward.

Other considerations


No personal information or commercial data is used in the process. See Totango AI terms of use.


  • Summaries can only provide insights based on data currently in Totango. There may be unknown external factors not reflected.
  • Summaries currently leverage a defined subset of attributes from sources like Key Info, not the account's full profile. The attribute set may also vary across teams based on Key Info configuration.
  • Data for summaries does not yet incorporate some sources like touchpoints or emails. Inputs are limited to certain account attributes.



Question: How do I enable this feature for my Totango account? 

Answer: Admins with access to enable gated features can do so from within the Settings > My Account. By enabling this feature, you agree to Totango's AI Terms of Use. You can additionally modify user access permissions to Account Summary.

Data and security

Question: Where is the data processed by the AI engine stored?

Answer: All data is stored and processed in the US. See OpenAI's privacy policy.

Question: Does OpenAI meet Totango's security and privacy standards?

Answer: Yes, Totango's Data Processing Agreement (DPA) with OpenAI meets global privacy standards. See OpenAI's privacy policy. Strict controls are in place, including data anonymization, limited access, and environment isolation. 

Question: How is data protected during the transition to OpenAI?

Answer: Data is encrypted and de-identified, according to standard protocols for online data exchange.

Question: Will any of my data be used to train models?

Answer: No, neither Totango nor OpenAI train models on our own customer's data. See OpenAI's privacy policy.

Compliance and legal

Question: Is OpenAI compliant with GDPR, CCPA, and other data protection laws?

Answer: Yes, please refer to OpenAI's security portal.

Question: Do I need to update my Data Processing Agreement (DPA) to include OpenAI?

Answer: No action is required from your side. Upon opting in, OpenAI is covered by the existing DPA. OpenAI is included in Totango's list of subprocessors.

As per Section 5.2 of our DPA, Totango can enlist new subprocessors, provided we give adequate notice. You are allowed to object to a new subprocessor, at which point we will turn off that new feature from your instance. Because this is an opt-in (gated) feature, admins for your Totango account can object by simply not opting in.


Question: Does the account summary factor in the account's hierarchy (child accounts)?

Answer: Not at this time. Currently each account summary applies to the information available within a single customer record.

Question: The account summary generated seems to be missing key details or irrelevant facts. Can I do anything to improve the results?

Answer: The summaries primarily rely on account attributes configured in the "Key Info" section of the account profile. Global admins or users with advanced permissions can add or remove attributes in Key Info (profile header) to control what data is included in the generated summaries

Overall, the AI matches patterns in the specific data provided, so inaccuracies in the underlying data can lead to poor results. Please share feedback where you see mismatches so our machine learning models can be refined.

Question: I receive an error when generating an account summary. How can I resolve this?

Answer: Try closing the account summary window and click the "Account Summary" button again. If the problem persists, try generating a summary for a different account. Finally, open a support ticket so we can investigate the issue.

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