Who can use this feature?
- Global admins, SuccessBLOC owners, and collaborators
- Users have view access to SuccessBLOCs that are published to a team; additional access permissions to individual SuccessPlays, campaigns, canvas, and objective templates vary.
- Available on all plans
SuccessPlays allow your teams to operationalize consistent internal workflows with automatic task creation, data updates, and more.
Create a new SuccessPlay
Create a SuccessPlay from the SuccessPlays tab in a SuccessBLOC.
You can also create manual plays when running a play from the Plan tab or Quick Actions bar for an account.
- Open the SuccessBLOC you want to use.
- From the SuccessPlays tab, click + Create SuccessPlay.
Step 1: Let's Get Some Info
- Enter details for name and description.
- Decide how you want the play to trigger (one or both options):
- Event Based: Run anytime an account or user either enters (meets criteria) or exits (does not meet) the trigger criteria, depending on which option you select.
- Manual: Allow your team to electively run the play on demand from the + Quick Actions menu on an account. If manual is selected, actions are limited to create task and request information.
- For event based or manual, optionally assign an objective (custom or from the objective library).
- For event based, choose trigger criteria* and object that you want to run the play for (accounts, users, or opportunities). User objects limits actions to create a task, request information, and call a webhook.
Additional considerations for task/request for information actions apply:
- Account objects. If you have account hierarchy (multiple levels of accounts), select the Apply to the immediate parent of accounts in the segment box to optionally assign SuccessPlay tasks on the triggered account's immediate parent (e.g., the level directly above the account profile that meets the criteria, NOT the ultimate parent account.) This option also allows you to configure update child and immediate parent information as part of a task post-completion actions.
- Create one task for the first child accounts: One task will be created on the immediate parent even if more than one child account qualifies in the criteria.
- Create multiple tasks (one task for EVERY child account): Separate tasks will be created on the immediate parent for each child account that qualifies in the criteria.
- User objects. Choose how to create tasks:
- Create one task for every user that meets the criteria of the segment: Users are associated with each task individually.
- Create a single task for all users of an account. All users are associated with the single task.
*There is a known issue when choosing segments that have no filters applied; the segment will be hidden from the trigger criteria selection options. Empty folders, or a folder that only contains segments with no filters, will also be hidden. If a folder contains at least one segment with filters applied, the folder will appear in the selection options, but it will only display the segments with filters.
- Account objects. If you have account hierarchy (multiple levels of accounts), select the Apply to the immediate parent of accounts in the segment box to optionally assign SuccessPlay tasks on the triggered account's immediate parent (e.g., the level directly above the account profile that meets the criteria, NOT the ultimate parent account.) This option also allows you to configure update child and immediate parent information as part of a task post-completion actions.
- For event based, review the preview of segment list (matching records) at the bottom of the screen.
- User objects: Columns for matching records include Name, User ID, and Account Name.
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Account objects: Columns for matching records include Account Name, Health, Contract Value, Status, Create Date, Last Activity, Engagement, and Active Users (14D).
Create Date refers to the create date of the account record. Last Activity refers to date that the last usage activity was ingested for the account.
- Click Next.
Step 2: Actions
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Choose an action and add details. Add additional actions as needed. Actions all use the same trigger criteria and are executed in the order they are included in the play.
You can optionally trigger actions to all existing accounts that currently meet the defined criteria, or exclude existing accounts from the actions and apply only to accounts that meet the criteria going forward. This option is available when creating a new play (not editing an existing play).
- Set details for overall accountability. The person assigned is responsible for ensuring completion, which may be different than task assignees or the creator of the play.
- Click Next.
Step 3: Activation
- Set details for the schedule and choose when to start.
- Ongoing: Run the SuccessPlay every time an account or user matches the selected criteria (e.g., anytime an account enters onboarding)
- Recurring: Run the SuccessPlay—including multiple tasks if added—for every account or user on a designated schedule (e.g., the first of every month for a stakeholder check-in).
- From the Save menu, click Save as draft to come back later, or Save & Activate to enable the play.
- If you choose to start the play immediately, it will run right away.
- Manual plays will be available for your teams to run from the Quick Actions menu on an account.
- If a task is already open from the previous run, the SuccessPlay will not create another task even, if the play is recurring.
- Internal task assignees receive an email of the task if notifications enabled. They can also view tasks on the Plan tab of the account profile and My Portfolio.
Global admins can force enable Task and SuccessPlay email notifications for all users (Settings > General).
Choose actions
The available actions vary depending on the trigger and object. If a SuccessPlay has both event based and manual trigger options selected, the limitations of the manual trigger applies.
| Event Based (Accounts, Opportunities) |
Event Based (Users) | Manual | |
| Create a task | ✓ | ✓ | ✓ |
| Request information | ✓ | - | ✓ |
| Update information | ✓ | ✓ | - |
| Celebrate a milestone | ✓ | - | - |
| Notify team | ✓ | - | - |
| Create a webhook | ✓ | ✓ | - |
Create a task from a SuccessPlay
In addition to general task details, you have additional configuration options for how the task is created when the play runs.
- Dynamic data: Add data fields in task title or description to provide the task assignee valuable information at a glance.
- Assigned By: This does not have to be you (the creator of the SuccessPlay). Often times, this may be the team lead or manager. Choose a named user or role based on account assignment at the time the play runs.
- Assignment: In addition to named users (team members), tasks in a SuccessPlay can be assigned dynamically based on account assignment (role) or dynamic assignment (pool) at the time the play runs.
- Task post completion actions: Require a manual touchpoint and/or prompt for an information update (or make mandatory). See more about post completion actions.
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Associate with users: Multiple users may be associated with a task if configured to create a single task for all users of an account.
The owner of a SuccessPlay can associate tasks with themselves, but they will not receive notifications about the tasks created.
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Apply to immediate parent: Update child and immediate parent information as part of post-completion actions if configured to apply tasks to immediate parent accounts.
Request information
Requests for information tasks use forms to streamline data entry for assignees. These tasks will be assigned only to accounts whose type matches the target account types assigned to the selected form.
Update information
Automatically make a change to an account or user attribute.
This action is not available for manual plays or when the hierarchy check box is selected. Attributes that bi-directionally sync with CRM systems are not supported.
Update options include:
- Update Value
- Clear Value
- Increment Value (numeric)
- Decrement Value (numeric)
When choosing Update Value for date attributes, choose to set the value from the following options:
- SuccessPlay Trigger Date
- x days after SuccessPlay Trigger Date
- x days before SuccessPlay Trigger Date
When the play is activated, view details of which attributes were updated from the SuccessPlay details.
See more information about using update actions for lifecycle attributes (non-editable) in Totango.
Celebrate milestone and notify team
The celebrate milestone or notify team actions allow you to add a notification on the account profile for the account team to see. The notify action is helpful to warn the team of certain concerns on the account that they should watch. These notifications include a variety of backgrounds to choose from.
This action is not available for manual plays or event based plays that use the user object.
Create webhook
Invoke third-party APIs, such as post messages to Slack channels, Zendesk Chat applications, or other APIs that use basic authentication, bearer token, or API key protocols. Example uses include:
- Connect to Hubspot to update accounts or users
- Connect to Qualtrics and trigger or update Surveys
- Update billing systems like Chargebee or Sonar software once an account has been onboarded for purposes of revenue recognition
Oauth, Oauth 2, and JWT type authentications are currently not supported in webhooks. Only basic authentication, bearer token, or API key with tokens in headers are supported.
- Provide a friendly name for the webhook
- Specify the URL of the service you want to invoke.
The URL can be parameterized using Account or User attributes. Account and user parameters can be inserted like this https://api.awesomeservice.com/{{account.externalid}}/user/{{user.firstname}}/sendMessage.
Account attributes can be used using the account. Attribute api name notation in flower brackets and similarly user attributes can be inserted using user attribute API name.
- If an API requires a user name and password, select Requires Authentication and choose the authentication type:
- Basic authentication
- Bearer token
- API key
- Specify custom header parameters by adding several key-value rows if required.
- Choose the encoding option (application/json or x-form-urlencoded).
- Add content using the options available.
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Basic: Enter key-value pairs.
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Advanced: Write custom JSON that can be packaged and sent to the receiving service
You can use account and user attributes where necessary to make the JSON content dynamic. Use the Add Data option to add fields. However, system calculated metrics (e.g., First activity date, Last activity date, Active users) and custom metrics are not supported as dynamic content.
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Basic: Enter key-value pairs.
- Test the connection to make sure you have a valid connection.
- Click Done.
Once activated the webhook will be fired when an account or user meets the criteria. In case of an error, the webhook automatically retries if an error is encountered every 15 seconds. Three attempts will be made before the system logs it as a failure.
The webhook outcome of success or failure is added to the account timeline.
FAQs
Question: How do I target accounts that currently match criteria while creating a SuccessPlay?
Answer: Typically a SuccessPlay is used to target accounts that enter the play based on defined criteria. However when you are defining a play, you can optionally choose to have actions fire even for accounts that currently match the criteria. This option is available when creating a new play from the "2: Activities" screen in the SuccessPlay setup wizard.
Question: Can I have tasks fire to the ultimate parent account (top level of hierarchy) instead of the immediate parent?
Answer: Currently no. You can only decide if it goes to the account that qualifies for your criteria or its immediate parent account.
Question: Can I set up a recurring SuccessPlay, where it fires tasks on a schedule like every 90 days?
Answer: Currently no.
Question: When a SuccessPlay segment criteria are edited, do tasks get created again for the accounts that were in the segment originally?
Answer: No, tasks will be created for only those accounts that get added newly to the segment due to the criteria change.
Question: When a task in a SuccessPlay is edited, do existing tasks get updated?
Answer: No, only the new tasks that get created going forward will be updated.
Question: If an account exits and enters the segment of a SuccessPlay again, do tasks get created again?
Answer: Only if the previously created task is completed will a task be recreated on the account.
Question: If I selected an 'Existing Segment within SuccessBloc' as my segment criteria and then that segment gets changed later, will it impact SuccessPlay?
Answer: No. The SuccessPlay effectively 'copies' the criteria used to build that segment and that criteria then stay stagnant in the SuccessPlay. If you want the SuccessPlay to change as the criteria of segment changes, use the 'is in' or 'is not in' segment criteria instead.
Question: If I assign the tasks to a specific role on the account but one of the targeted accounts does not have anyone assigned to that role, what happens?
Answer: The task will be assigned to the creator of SuccessPlay.
Question: What happens to the open tasks when a SuccessPlay is disabled?
Answer: Tasks that were already fired and still open will not be impacted but the SuccessPlay will not generate any new tasks when disabled.
Question: How do I create a SuccessPlay where the task due date is today?
Answer: Currently this is not supported, the due date should be >=1.
Question: Will tasks get fired by a SuccessPlay that is in a SuccessBLOC when that SuccessBLOC is not published?
Answer: Yes, if the SuccessPlay is 'active' then Tasks will get fired even if the SuccesBLOC is not published.
Question: Will a task get fired multiple times to the same account with an ongoing SuccessPlay?
Answer: If the previous task is closed and the account exits and enters the segment again, then yes, it will fire another task to the same account. If the previous task is still open when the account meets the SuccessPlay criteria again, then SuccessPlay will not fire another task.
Question: Suppose the account attribute has been updated once via a Successplay. Can another update be performed on that attribute if the account meets the trigger criteria for another SuccessPlay?
Answer: Yes, if you have multiple active SuccessPlays running, an attribute can be updated whenever the conditions on the account match the criteria of a play.
Question: How do SuccessPlays process logic between the play's filter conditions and the account team's filter conditions?
Answer: SuccessPlay processes its logic using an AND operator between the SuccessPlay filter conditions and the account team's filter conditions.
However, there is a known issue when using the Account assigned to: Logged In User filter in an account set for a team that owns an ongoing SuccessPlay.
When the ongoing SuccessPlay runs, it treats that condition as "True," regardless of the account values.
As a result, the SuccessPlay includes accounts that are outside the team’s scope. This behavior is a limitation, especially when using OR operators in the team's account set conditions. In this case, we recommend that you adjust your SuccessPlay criteria to ensure they reflect the team scope you intend.