Turn an inbound conversation into an Affinity record, with the notes already attached.
Get more done with Tidio and Totango integration
Show Totango health scores in Tidio chats and log conversations back to the account.
No credit card required
Contact sales
Integration availability depends on your Tidio plan.
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Category
CRM
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and Totango
Handle at risk accounts differently
When Totango marks an account red, the Tidio panel says so. The agent slows down, avoids the canned answer and pulls in the CSM early.
Keep the CSM in the loop
Conversations post to the Totango account as touchpoints, so the owner sees the support history without asking the support team for a summary.
Feed chat signals into the score
Repeated tickets on the same problem say more than a login count. Sending those counts to Totango makes the health score reflect what customers experience.
Escalate before renewal
A rough chat on an account with a Totango renewal date coming up gets routed to a senior agent instead of the general queue.
Overview
Totango tells your customer success team which accounts are healthy and which are drifting. Tidio is where those accounts turn up asking for help, often before the CSM notices anything. Connect the two through Zapier, Make or the Tidio API and the account's Totango health score and owner can appear in the conversation, while chat activity posts back as a touchpoint. The score stops being a weekly review artifact.
Key features
- Health score in the panel The account's Totango score opens with the conversation.
- CSM shown to the agent Agents see which Totango owner to loop in and when.
- Chats logged as touchpoints Closed conversations post to the Totango account timeline.
- Risk signals from chat Angry or repeated chats can raise a Totango risk flag.
Totango
CRM
Tags
CRM
Contact Sync
How it works
Connect Totango in minutes
1
Connect Totango and Tidio through Zapier or Make
Totango exposes account and touchpoint endpoints. Authorize both sides in your automation tool, or read and write through the Tidio API from your own service.
2
Join the visitor to an account
Match on the email domain or on the account id you already store on the contact. Individual users matter less here than the account they belong to.
3
Send summaries, not transcripts
Post a short outcome and a link as the Totango touchpoint. Full transcripts clutter the timeline and make the account history harder to read.
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Frequently asked questions
Common questions about the Totango integration
Should support agents see the health score?
Yes, if it changes how they act. A red account justifies more patience and a faster escalation. If your team cannot do anything different with the Totango score, showing it is just noise.
Does every chat need to reach Totango?
No. Password resets do not belong on an account timeline. Send conversations that carry signal, such as escalations, product gaps and repeated issues, and skip the rest.
Who decides what counts as a risk signal?
The customer success team owns it, not support. Agree the definition in Totango first, then wire the chat side to match, otherwise the score drifts and people stop trusting it.
Is the Totango integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the Totango integration.