Totango

Breadth across the classes a post-sale team needs, unified into one layer rather than federated. Data comes in from CRM, product usage, billing and support systems and lands in a common data set shared across Totango, Catalyst and Unison, so all three products read the same account rather than each maintaining its own. Salesforce is the primary CRM connection.

Outbound the platform reaches customers directly through digital engagement campaigns and reaches colleagues through task creation and contributor access. A documented HTTP API with ingestion, search, team-member and SCIM surfaces sits underneath, so a customer connects a system the standard set does not cover.

Sourcetotango.com/packages and support.totango.com HTTP API overviewread 2026-09-04

A program layer, an execution layer and an outreach layer, running the whole post-sale lifecycle. SuccessBLOCs frame the program, SuccessPlays execute inside them automatically on threshold and lifecycle conditions rather than being run by hand, and digital engagement campaigns carry the outreach, with the chain spanning onboarding through adoption, renewal and upsell.

Catalyst adds a sales-led net revenue retention motion over the same data layer, and Unison supplies churn and expansion prediction into it, so three products compose one workflow rather than three workflows competing. Plays trigger automatically but a CSM executes them, so the orchestration schedules and routes work rather than completing it.

Sourcetotango.com/packagesread 2026-09-04

Prediction over structured signals rather than retrieval over the customer's own material. Unison unifies behavioral data from CRM, product usage, billing and support and predicts churn and expansion from it, and the common data layer supplies that context to all three products. What is documented is modeling on the customer's telemetry rather than grounding on the customer's knowledge.

No document ingestion, knowledge base connection, content library, retrieval layer or citation surface appears anywhere on the property, so nothing lets a team ground an agent in their own playbooks, product documentation or account notes, and a generated summary cannot be traced to a source.

Sourcetotango.com/packagesread 2026-09-04

The human is in the loop by default rather than by design. Plays fire automatically on health and lifecycle conditions but a CSM executes them, so the platform decides what should happen and a person decides whether and how, and the AI layer covers drafting and summarization rather than acting.

Around that sit genuine access constraints: practitioner, contributor and read-only viewer seats bound what each participant can do, and SuccessBLOCs constrain plays to the program they belong to. None of that is an approval mechanism the customer configures.

No review queue, sign-off step, confidence threshold that withholds an output, blocked-action policy or escalation rule is documented, and there is no autonomy setting to move because nothing runs unattended in the first place.

Sourcetotango.com/packagesread 2026-09-04

Certifications and access controls are both documented, and the attestation is published on the vendor's own legal pages rather than asserted. The platform holds SOC 2 and ISO 27001, and the Catalyst ISO 27001 certificate itself is posted at totango.com/legal, which says more than a badge would.

Access runs through SAML single sign-on configured under Settings and Security, SCIM 2.0 provisioning at api.totango.com/scim/v2 for automated joiner and leaver handling through an identity provider, and a role model that separates practitioner seats with full access, contributor seats for sales and support colleagues who add touchpoints, and read-only viewer seats for leadership, so what a person can do is bounded by license type rather than by convention. SCIM requires the Enterprise plan and an active SAML configuration before a token can be generated.

Sourcetotango.com/legal/catalyst-iso-27001, totango.com/packages and api.totango.com/scim/v2read 2026-09-04

Visibility for the leadership layer, nothing recorded about the automation. Configurable health scoring shows which inputs moved a number, KPI dashboards report program and play outcomes, and read-only viewer seats let executives look without acting; no log of which SuccessPlay fired against which account and why, or of what Unison weighed in a churn prediction, is documented.

Sourcetotango.com/packagesread 2026-10-01

A longitudinal customer record, not memory. Health history, touchpoints and play execution accumulate against each account in the common data set shared by the Totango platform, Catalyst and Unison, which is the business record; no memory the AI keeps and reads back as its own state, with a scope, lifetime or delete path, is documented.

Sourcetotango.com/packagesread 2026-10-01

Multi-tenant cloud with no location or topology control offered. No region selection, EU or other in-region option, private cloud, VPC, single-tenant tier or on-premises route is published.

Sourcetotango.com/packages and totango.com/legalread 2026-09-04

A catalog of prebuilt programs a team launches. SuccessBLOCs are modular prebuilt programs covering onboarding, adoption, renewals and net revenue retention, launched as a use case and customized afterwards, with SuccessPlays inside them as the executable unit; Catalyst adds a playbook designer.

Sourcetotango.com/packagesread 2026-10-01

Work starts from thresholds crossing rather than from someone opening the tool. Health score thresholds, product usage signals and lifecycle stage transitions fire SuccessPlays automatically, so an account sliding on adoption or approaching renewal generates the play without a CSM noticing first.

Channels run in both directions: digital engagement campaigns reach the customer directly by email and in-product messaging, while internal task creation and notifications reach the CSM, and contributor seats let sales and support colleagues add touchpoints into the same stream.

No inbound channel is documented, so work reaches the agent from signal and schedule rather than from a customer or colleague initiating a conversation.

Sourcetotango.com/packagesread 2026-09-04

The customer does not choose the model and no provider is named. No model list, routing policy, per-workspace selection or bring-your-own-key option is published. Unison is presented as a proprietary intelligence engine for churn and expansion prediction rather than a configurable model layer, and the assistive AI features covering email drafting and account summaries are described by what they produce rather than by what runs them. Unison being sold standalone to run alongside a competing customer success platform is openness about deployment, not about models.

Sourcetotango.com/packagesread 2026-09-04

A documented HTTP API with several surfaces, published in the vendor's own help center. Totango runs an HTTP API overview article of its own and exposes multiple endpoints at api.totango.com: a v1 ingestion API for pushing usage and event data, a v1 search API over accounts and users, a v2 REST API covering team members with upsert and deactivate semantics, and SCIM 2.0 for identity provisioning.

Authentication is by service token generated by an admin under Settings and Integrations, so a customer stands up an integration without contacting the vendor. No SDK or client library is published and no MCP server exists. Rate limits are not publicly documented, with the vendor advising batching instead, and the v1 ingestion surface uses form encoded bodies rather than JSON, an awkwardness worth knowing before building.

Sourcesupport.totango.com HTTP API overview and api.totango.comread 2026-09-04

Configuration the customer tunes against outcomes, and no test of the model. Health models and segmentation are configurable, and plays can be adjusted against what actually retained or expanded accounts, so a team calibrates the system to its own book over time. That tuning aims at the business outcome. Nothing evaluates the prediction layer.

There is no evaluation harness, scored test set, benchmark, backtest or regression check when the model or the data sources change, and no accuracy figure is published for Unison's churn and expansion predictions, which matters here because prediction is sold as a standalone product that a customer may run alongside a competing platform and would want to compare.

Sourcetotango.com/packagesread 2026-09-04

Everything the platform touches arrives through an authenticated interface. Digital engagement campaigns reach customers through email and in-product messaging, which are channels the customer owns and instruments rather than third-party software being driven; data arrives through CRM, product, billing and support connectors and through the documented HTTP API; and plays create tasks inside the platform for a CSM to execute. No browser extension, portal autofill, headless session, screen or click automation is published.

Sourcetotango.com/packagesread 2026-09-04