Traits are pieces of information about a customer, like their plan, number of licenses, name, etc.
Traits are pieces of information about an org/account/user, like their plan, number of licenses, name, etc. that are defined by you or the systems, like Segment, that you integrate with.
You can view a customer's traits on their dashboard, set up subscription tracking based on traits, use them for sorting and filtering, or even define Success Metrics using traits.

Traits: Viewing and managing

In the Traits view for an account, you can see all the currently defined trait values for that account. Traits are separated by their source: Custom traits are traits defined in Vitally, and traits from each of your integrations (e.g. Segment, Stripe, Mixpanel, etc.) are visible on their own tabs.

Traits: Edit traits in a Profile

Both custom traits and traits from your integrations can be edited. Just click into the field for that trait, change the value, and hit save to save your changes when you're done editing!

Traits: Edit traits within a View

You can do the same from an Account View, giving you spreadsheet-like ability to edit your data. Any cell that, when hovered over, highlights blue can be edited with a double-click.

Traits: Bulk edit traits for multiple accounts

When in an Account or User View, you can use the Select All box at the top-left and the Update Traits bulk action at the bottom of the screen.

A couple of notes on editing traits:

  • If the format for a trait is a different type than you expect (e.g string instead of number), you can change the type by navigating to the Traits section of your account settings.
  • If you edit a trait syncing to Vitally via an integrated data source, your edit will be overwritten if the data is re-synced via the integration.

Traits: Creating a Custom Trait

Like most CRMs, you can also define traits for your accounts and users that are managed exclusively in Vitally. To do so, navigate to the Traits section of your account settings (or get there via Quick Jump).
When creating custom traits you'll have an additional option on string and multi-select traits to Prevent others from adding additional options to this trait. This checkbox, when checked, prevents new values from being added from outside the trait’s configuration modal!
One benefit to custom traits over your integration traits - you can set up Playbooks to automatically update the value of a custom trait. Read our docs on Playbooks to learn more.

Traits: Types of custom traits

  • String: a short text value
  • Number: an integer or decimal value
  • Date: a past or future date value
  • Datetime: a past or future date value that contains both date and time parts
  • Boolean: a true/false style checkbox
  • Multi-select: an array; select all values that apply
  • Text Area: a long text field
  • File Attachment: upload a file to be viewed or downloaded.
Vitally's default supported File Attachment types include: .csv, .doc, .docx, .gif, .jpeg, .jpg, .pdf, .png, .svg, .txt, .xls & .xlsx
Additional file types can be added by navigating to Settings > Security
Additional File Attachment types can be added under Settings > Security

Traits: Displaying trait values as colorful tags

In the above screenshot, notice how there are 3 predefined options, each rendered as a colorful tag. Both custom traits and your integration traits support this! When creating or editing your trait, if you define some initial options, you can control just how those options render in Vitally.
As long as an account has a trait value with a defined colorful tag, then that trait will automatically render with a bit more pop 🎉
Remember that you can double-click on a traits cell to edit its value.

Traits: Calculated Trait

You can create Account Calculated Traits for Users, Tasks, Active Conversations, Notes, and Custom Objects. Once created, you can use this in Health Scores, automation, Widgets, or anywhere a trait can be used. An example of when to use a calculated trait is if you want to track the number of emails that a customer hasn't replied to. You could then use this in your health score!
Calculated traits calculate on an hourly basis
How To
  1. 1.
    Navigate to your Settings (⚙️) by selecting your Account Logo on the top left
  2. 2.
    Scroll down to Data Management and select Traits
  3. 3.
    Select Account Traits
  4. 4.
    On the top right, select Create Calculated Trait
  5. 5.
    Name your trait
  6. 6.
    Select your Data Source
  7. 7.
    Select your Metric Value
    1. 1.
      Select Property when necessary
  8. 8.
    You can test the calculation by selecting an Account on the right hand side of the pop up (Search for or select an Account)
  9. 9.
    Finally, select Create calculated trait
(New!) Rollup Fields This allows you to rollup the trait from a child to the parent account/org!
  1. 1.
    Follow all the steps from above to navigate to Traits
  2. 2.
    On the top right, select Create Calculated Trait
  3. 3.
    Name your trait
  4. 4.
    Select your Data Source
  5. 5.
    Select your Metric Value as Rollup value of a trait
  6. 6.
    Select Trait to rollup
  7. 7.
    Select Order By
    • If there are multiple matching rows, which property should the rows be ordered by? The first matching row will be the one the property value is rolled up from

Traits: Managing trait definitions

Each trait in Vitally has a source, a name, a type, and a status. You can manage the attributes of your traits and create new custom traits in the Traits section of your Account Settings (or get there via Quick Jump).

Traits: Status

Each trait has one of three possible statuses in Vitally, all related to how they are displayed:
  • Visible: The default state. We'll show these traits normally.
  • Hidden: Hidden traits will not be shown in Vitally. Use this when you receive traits from an integration that you don't care about seeing in Vitally.
  • Pinned: Pinned traits will be shown at the top of your trait lists. Use pinned traits to prioritize the traits you look at frequently.


Q: If a trait is updated in Vitally for a churned account, do we push that data that update out? Or only for subscribed accounts?
A: We push all non-ignored accounts therefore it should include churned