Using Rules to automate CS needs
Rules give you the ability to leverage Vitally's powerful filtering capabilities to fire specific Actions for accounts that match your filters, either now or at any point in the future.
Only admins can create rules, so if you have admin access to your Vitally account, navigate to your Account Settings to create rules. In the navigation on the left, you'll see a Rules option under Account Management.
When creating Rules, you'll need to specify a few details:
- Name: A name for your rules (so you can easily identify them later).
- Customer set: Select if your rules should apply to any account, only subscribed customer, or only trials.
- Rules: This is where you'll define which filters customer must satisfy to match your rules. For an overview of all available filters, view our article on customer reporting. Also, note that you can switch whether rules should be applied with an
OR- i.e. apply the rules if accounts match any of the rules or only if they match all rules.
- Days: Specify how many days an account should match the rules before the action(s) are applied. This is especially helpful when configuring rules around more volatile data, like Success Metrics.
As you create your rules, we'll display the number of current accounts that match them. You can view these accounts simply by clicking on that count.
Actions allow you to configure something that should happen once accounts match your rules. We'll be adding support for new actions on a continuous basis, with these actions currently supported.
Auto-assign a CSM to the matched account
If you'd like to auto-assign CSMs to accounts based on the account's location, MRR, or anything else, this action can help!
Create an Indicator for the matched account
Indicators are automated alerts that detect significant opportunity or risk states accounts may transition in to. They can be assigned to teammates, manually silenced (by marking the Indicator as addressed), and more. Check out our help docs on Indicators to learn more.
Add the account to a segment
Segments are organized subsets of your accounts, and you can use rules to auto add and remove accounts to segments.
View our help doc on segmentation to learn more.