Rescue onboardings before they stall out
Every morning, WebRun opens Totango, reviews accounts in the onboarding SuccessBLOC, finds the ones stuck on a step past its target date, reads how many days each has stalled and what is blocking it, and escalates a ranked list to your team in Slack so the right CSM can step in today.
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How do I catch new customer onboardings that have stalled?
Every morning, WebRun opens Totango, reviews accounts in the onboarding SuccessBLOC, and finds the ones stuck on a step past its target date. It reads the days stalled, the blocker, and the value, then escalates a ranked list to your team in Slack, so a slipping launch gets a CSM on it the same day instead of weeks later.
- Stalled launches surface daily, not at the first health review
- Each stall names the blocked step and the owner
- High-value, long-stalled accounts get rescued first
Built for customer success teams · onboarding specialists · CSMs · SaaS companies
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
app.totango.comin a real browser with your saved login - no setup, no API keys. -
1
Totango - find stalled onboardings
totango.com
WebRun opens Totango to find accounts stalled in onboarding. - Open Totango and go to the onboarding SuccessBLOC for accounts in launch
- Find accounts stuck on a step past its target completion date
- Capture the step, days stalled, contract value, and owning CSM for each
Done when Every stalled onboarding has its blocked step, days late, and owner captured.
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2
Slack - escalate to the team
slack.com How to Automate Slack
WebRun posts the onboarding escalation list to Slack. - Post a ranked escalation list to the onboarding channel
- Put the longest-stalled and highest-value accounts at the top with the blocked step
- @-mention the owning CSM so each stall has a clear owner and next move. Never email the customer automatically
Done when The team has today's onboarding escalation list in Slack.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it email the stalled customer on its own?
No. This workflow only escalates internally in Slack to your own team. It never contacts the customer. WebRun surfaces the stall and names the owner, and the CSM chooses how to re-engage the account.
How does it know an onboarding has stalled?
It reads each launching account's onboarding steps in Totango and flags any sitting past their target completion date, then ranks them by how many days they have slipped and how large the contract is.
Why escalate stalls every morning?
Onboarding momentum decays fast, and an account that stalls in week one is far more likely to churn. A daily escalation means a slipped step gets attention in a day, not at the first health-score review weeks later.
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