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Totango Platform Help

Totango平台帮助

Step 1 — Gather context

步骤1 — 收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
Ask the user:
  1. What area of Totango do you need help with?
    • A) SuccessBLOCs — modular journey templates, best-practice frameworks
    • B) SuccessPlays — automated workflows, triggers not firing, wrong audience
    • C) Health Scores — building or fixing composite scores, Unison AI churn prediction
    • D) Integrations — Salesforce, HubSpot, Zendesk, Segment, data not syncing
    • E) Customer Data Hub — data imports, ETL, CSV uploads, SFTP jobs
    • F) API — REST endpoints, search queries, touchpoints, authentication
    • G) Reporting & Dashboards — segments, custom views, exporting data
    • H) Catalyst — expansion signals, customer growth tracking
    • I) Email campaigns — campaigns from Totango, deliverability, templates
    • J) Admin — user roles, SSO/SCIM, billing, tokens
    • K) Migration — moving from another CS platform to Totango
  2. What CRM are you using? (Salesforce, HubSpot, MS Dynamics, Zoho, other, none)
  3. Which Totango product/tier? (Starter, Growth, Enterprise, Unison AI, Catalyst, unsure)
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
若
references/learnings.md
文件存在，请先阅读以获取已积累的平台知识。
向用户询问：
  1. 你需要Totango哪方面的帮助？
    • A) SuccessBLOCs — 模块化旅程模板、最佳实践框架
    • B) SuccessPlays — 自动化工作流、触发未生效、受众错误
    • C) 健康评分 — 构建或修复复合评分、Unison AI流失预测
    • D) 集成 — Salesforce、HubSpot、Zendesk、Segment、数据不同步
    • E) Customer Data Hub — 数据导入、ETL、CSV上传、SFTP任务
    • F) API — REST端点、搜索查询、客户触点、身份验证
    • G) 报表与仪表盘 — 细分群、自定义视图、数据导出
    • H) Catalyst — 业务拓展信号、客户增长追踪
    • I) 邮件营销活动 — Totango发起的活动、送达率、模板
    • J) 管理 — 用户角色、SSO/SCIM、账单、令牌
    • K) 迁移 — 从其他客户成功平台迁移至Totango
  2. 你使用的是哪款CRM？（Salesforce、HubSpot、MS Dynamics、Zoho、其他、无）
  3. 你使用的是Totango哪款产品/套餐？（Starter、Growth、Enterprise、Unison AI、Catalyst、不确定）
跳过规则：若用户的提问已包含足够上下文，直接跳转至步骤2。

Step 2 — Route or answer directly

步骤2 — 跳转或直接解答

Problem domainRoute to
Customer success strategy (health score methodology, churn playbooks, expansion)
/sales-customer-success {your question}
NPS/CSAT survey design or response rate optimization
/sales-customer-feedback {your question}
In-app messaging strategy (not Totango-specific)
/sales-in-app-messaging {your question}
Salesforce/HubSpot CRM configuration (not Totango-specific sync)
/sales-integration {your question}
Data enrichment for customer profiles
/sales-enrich {your question}
Comparing Totango vs Gainsight vs ChurnZero vs Vitally
/sales-customer-success {your question}
When routing, provide the exact command with the user's original question.
Otherwise, answer directly using the platform reference.
问题领域跳转至
客户成功策略（健康评分方法论、流失预防剧本、业务拓展）
/sales-customer-success {你的问题}
NPS/CSAT调研设计或响应率优化
/sales-customer-feedback {你的问题}
应用内消息策略（非Totango专属）
/sales-in-app-messaging {你的问题}
Salesforce/HubSpot CRM配置（非Totango专属同步问题）
/sales-integration {你的问题}
客户资料数据 enrichment
/sales-enrich {你的问题}
Totango与Gainsight、ChurnZero、Vitally对比
/sales-customer-success {你的问题}
跳转时，请提供包含用户原始问题的准确命令。
否则，直接使用平台参考资料解答。

Step 3 — Totango platform reference

步骤3 — Totango平台参考资料

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
If the question involves API endpoints, also read 
references/totango-api-reference.md
.
Answer the user's question using only the relevant section. Don't dump the full reference.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
若问题涉及API端点，同时阅读
references/totango-api-reference.md
。
仅使用相关章节解答用户问题，请勿直接粘贴完整参考内容。

Step 4 — Actionable guidance

步骤4 — 可落地指导

Focus on the user's specific situation. For SuccessPlay issues, trace the trigger→segment→action chain. For health score problems, audit factor weights and data freshness. For integration breakages, check connection status and field mappings. For reporting limits, suggest segment-based workarounds or data export approaches.
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
聚焦用户具体场景。针对SuccessPlays问题，追踪触发→细分群→操作链路；针对健康评分问题，审核因子权重与数据新鲜度；针对集成中断问题，检查连接状态与字段映射；针对报表限制问题，建议基于细分群的替代方案或数据导出方法。
若发现
references/learnings.md
未覆盖的陷阱、替代方案或技巧，请补充至该文件中。

Gotchas

常见陷阱

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  • Implementation takes 200+ hours for complex setups. G2 reviewers consistently flag the learning curve. Start with one SuccessBLOC (e.g., onboarding), not five at once. Use pre-built templates from the SuccessBLOC Marketplace to accelerate.
  • The UI has a steep learning curve. Fields appear in some filters but not others. Timeline views require too many clicks. Budget 2-4 weeks for CSM team training.
  • Integrations break silently. CRM connections can disconnect without alerts. Check Admin → Integrations status weekly. Set up webhook alerts via Customer Data Hub execution reporting to catch sync failures.
  • Reporting requires segments first. Like ChurnZero, you must build a segment before creating a report. Pre-build common segments (at-risk, onboarding, renewal window) on day one.
  • Starter plan is limited. Only 2 users, 500 accounts, 2,000 emails/month, single account hierarchy. Most teams outgrow it quickly.
  • Frequent software updates can disrupt workflows. G2 reviewers note updates sometimes change UI without warning. Document your current workflow steps and check release notes.
  • API rate limit is 100 calls/minute per token. Lower than ChurnZero (200/min). Use pagination and batch requests. Search API returns max 1,000 results per call — use offset for larger datasets.
  • Self-improving: If you discover something not covered here, append it to 
    references/learnings.md
    with today's date.
基于研究的最佳实践建议——请重点关注套餐限制功能和集成陷阱，这些内容可能已过时。
  • 复杂搭建场景下实施耗时超200小时。 G2评论者持续指出其学习曲线陡峭。从单个SuccessBLOC（如客户入职）开始，而非同时启动5个。使用SuccessBLOC Marketplace中的预构建模板加速实施。
  • UI学习曲线陡峭。 部分字段在某些过滤器中显示，其他过滤器中不显示。时间线视图需要多次点击。为客户成功经理团队预留2-4周的培训时间。
  • 集成会静默中断。 CRM连接可能在无预警的情况下断开。每周检查Admin → Integrations状态。通过Customer Data Hub执行报告设置webhook告警，及时捕获同步失败。
  • 报表需先创建细分群。 与ChurnZero类似，创建报表前必须先构建细分群。在实施首日预构建常见细分群（高风险、入职中、续约窗口期）。
  • Starter套餐限制较多。 仅支持2个用户、500个账户、每月2000封邮件、单一账户层级。大多数团队会很快超出该套餐限制。
  • 频繁的软件更新可能干扰工作流。 G2评论者提到更新有时会无预警地更改UI。记录当前工作流步骤并查看版本说明。
  • API速率限制为每个令牌每分钟100次调用。 低于ChurnZero的每分钟200次。使用分页和批量请求。搜索API每次调用最多返回1000条结果——针对更大数据集使用偏移量。
  • 自我优化：若发现此处未覆盖的内容，请将其添加至
    references/learnings.md
    并标注日期。

Related skills

相关技能

  • /sales-customer-success
    — Customer success strategy: health scores, churn prevention, onboarding, expansion, playbook design, CS platform comparison. Install: 
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-churnzero
    — ChurnZero platform help: alternative CS platform with in-app engagement and OData API. Install: 
    npx skills add sales-skills/sales --skill sales-churnzero
  • /sales-vitally
    — Vitally platform help: alternative CS platform with fast setup and AI copilot. Install: 
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-planhat
    — Planhat platform help: alternative CS platform with strong data modeling and MCP server. Install: 
    npx skills add sales-skills/sales --skill sales-planhat
  • /sales-customer-feedback
    — NPS, CSAT, CES, VoC program design. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — Connect Totango to CRM, billing, and analytics tools. Install: 
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-customer-success
    — 客户成功策略：健康评分、流失预防、客户入职、业务拓展、剧本设计、CS平台对比。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-churnzero
    — ChurnZero平台帮助：具备应用内互动和OData API的替代CS平台。安装命令：
    npx skills add sales-skills/sales --skill sales-churnzero
  • /sales-vitally
    — Vitally平台帮助：具备快速搭建和AI copilots的替代CS平台。安装命令：
    npx skills add sales-skills/sales --skill sales-vitally
  • /sales-planhat
    — Planhat平台帮助：具备强大数据建模和MCP服务器的替代CS平台。安装命令：
    npx skills add sales-skills/sales --skill sales-planhat
  • /sales-customer-feedback
    — NPS、CSAT、CES、VoC项目设计。安装命令：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — 将Totango连接至CRM、账单和分析工具。安装命令：
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — 不确定使用哪项技能？该路由可将任意销售目标匹配至合适技能。安装命令：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: SuccessPlay not triggering on the right accounts

示例1：SuccessPlays未在正确账户上触发

User: "I set up a SuccessPlay for renewal follow-up but it's running on accounts that already renewed."
Approach: Read platform-guide.md SuccessPlays section. Check: (1) Is the segment filter using the correct renewal date field (actual vs. contract end)? (2) Is the SuccessPlay active and not in draft? (3) Is the segment re-evaluating dynamically or is it a static snapshot? Walk through the trigger→segment→action chain. Verify the renewal date field is populated and current in the Customer Data Hub.
用户："我设置了续约跟进的SuccessPlays，但它在已完成续约的账户上运行。"
处理方法：阅读platform-guide.md的SuccessPlays章节。检查：(1) 细分群过滤器是否使用了正确的续约日期字段（实际日期vs合同结束日期）？(2) SuccessPlays是否处于激活状态而非草稿？(3) 细分群是动态重新评估还是静态快照？追踪触发→细分群→操作链路。验证续约日期字段在Customer Data Hub中已填充且为最新数据。

Example 2: Salesforce integration keeps disconnecting

示例2：Salesforce集成持续断开

User: "Our Salesforce sync drops every few days and we miss account updates."
Approach: Read platform-guide.md integrations section. Check Admin → Integrations for error messages. Common causes: Salesforce API limits exceeded, token expiration, field mapping conflicts. Set up Customer Data Hub execution reporting via webhook to get proactive alerts on sync failures. Verify the Salesforce connected user has sufficient API permissions and hasn't been deactivated.
用户："我们的Salesforce同步每隔几天就会中断，导致错过账户更新。"
处理方法：阅读platform-guide.md的集成章节。检查Admin → Integrations中的错误信息。常见原因：Salesforce API限额超标、令牌过期、字段映射冲突。通过webhook设置Customer Data Hub执行报告，获取同步失败的主动告警。验证Salesforce关联用户具备足够的API权限且未被停用。

Example 3: Need custom reporting beyond what dashboards allow

示例3：需要超出仪表盘能力的自定义报表

User: "I need a report showing accounts by health score, segment, and last touchpoint date but the dashboard won't let me combine these."
Approach: Read platform-guide.md reporting section. Build a segment with multi-criteria filters (health score range + account segment). Export the segment data to a spreadsheet for pivot table analysis. On Enterprise, explore the data warehouse integration (Snowflake/BigQuery) for BI-level reporting. Consider using the Search API to pull account data programmatically for custom dashboards.
用户："我需要一份显示账户按健康评分、细分群和最后触点日期分类的报表，但仪表盘不允许我将这些维度组合。"
处理方法：阅读platform-guide.md的报表章节。创建包含多条件过滤器（健康评分范围+账户细分群）的细分群。将细分群数据导出至电子表格进行透视表分析。在Enterprise套餐中，探索数据仓库集成（Snowflake/BigQuery）以实现BI级报表。考虑使用Search API以编程方式拉取账户数据，用于自定义仪表盘。

Troubleshooting

故障排查

Integrations keep breaking or data isn't syncing

集成持续中断或数据不同步

  • Check integration status. Go to Admin → Integrations and verify each CRM connection is active. Look for error messages or "disconnected" status.
  • Check Customer Data Hub jobs. Failed CSV imports or SFTP jobs can silently fail. Review execution logs and set up webhook reporting for failure alerts.
  • Check field mappings. Mismatched field types (text vs. number, date format differences) cause silent sync failures. Verify field types match between Totango and your CRM.
  • 检查集成状态：进入Admin → Integrations，验证每个CRM连接是否处于激活状态。查看错误信息或"已断开"状态。
  • 检查Customer Data Hub任务：CSV导入或SFTP任务可能静默失败。查看执行日志并设置失败告警的webhook报告。
  • 检查字段映射：字段类型不匹配（文本vs数字、日期格式差异）会导致静默同步失败。验证Totango与CRM之间的字段类型匹配。

Health scores don't match reality — green accounts churning

健康评分与实际情况不符——绿色账户仍流失

  • Audit your health score factors. Check if product usage data is actually flowing into Totango. If the usage integration is broken, scores default to stale data.
  • Check Unison AI vs manual scores. If using Unison AI models, verify the training data covers enough churn events. Standard models need 6+ months of data.
  • Segment your scoring model. Enterprise and SMB accounts churn for different reasons. A single health model may produce misleading scores across segments.
  • 审核健康评分因子：检查产品使用数据是否确实流入Totango。若使用数据集成中断，评分会默认使用陈旧数据。
  • 对比Unison AI与手动评分：若使用Unison AI模型，验证训练数据是否覆盖足够的流失事件。标准模型需要6个月以上的数据。
  • 拆分评分模型：企业和SMB账户的流失原因不同。单一健康模型可能在不同细分群中产生误导性评分。

SuccessPlays running on wrong accounts or not at all

SuccessPlays在错误账户上运行或完全未运行

  • Check the segment criteria. SuccessPlays run against segments — if the segment definition is wrong, the play runs on the wrong accounts.
  • Check play status. Plays in "Draft" mode don't execute. Ensure the play is published and active.
  • Check execution frequency. Some plays run on a schedule (daily, weekly). If you just created the segment, the play may not have run yet.
  • 检查细分群条件：SuccessPlays基于细分群运行——若细分群定义错误，剧本会在错误账户上运行。
  • 检查剧本状态：处于"草稿"模式的剧本不会执行。确保剧本已发布并激活。
  • 检查执行频率：部分剧本按计划运行（每日、每周）。若你刚创建细分群，剧本可能尚未运行。",