Docs

A dedicated workspace to gather and share information.

Docs Overview

Docs will serve as a dedicated workspace that allows you to collaborate on with your customers or internal team members. Docs provide transparency between you and your customer, the ability to create templates for consistency across team members, and the capability to share with customers to create a more collaborative relationship.

How to Create Docs

You can create Docs manually or automated via a playbook. Below we'll go over how to manually create a Project. If you want to start with a template, read below Docs: How to Create a Template.

You can create a Doc in a number of ways:

  1. Via the Global Create New Button

  2. In an Account or Organization 360

  3. Via a Doc Table View

How ToHow To Visual

How to create Docs Via the Global Create New Button:

  1. Select the Create a New button on the bottom left

  2. Select Create a Doc towards the top left

  3. Select an Organization or Account this Doc is for, or if this is a Team Doc

  4. Select a Template if you want to use one

  5. Name your Doc

  6. Select Create Doc

  7. *NEW* add pages for multi-page docs

  8. If you've select a template, you'll see all that data populate and you can update as needed

  9. If you didn't select a template, you'll see a blank Doc to edit

  10. At the top you can add any Tags if applicable

  11. To share a Doc, simply select the share button on the top right and either invite specific email addresses or make it public. To learn more on sharing read #docs-collaboration-and-sharing

If you need to delete or want to unfollow, select the three dots on the top right.

Adding Commands or Variables

  • A backslash (/) is to add commands like heading, text, bulleted list, etc.

  • A curly bracket or brace ({) is to add in variables at the Organization or Account level like Name, MRR, Churn Date, Number of Users, etc.

Create Doc Template

Creating a template first to then apply to a doc will be the best workflow. You can create a doc without a template and if that's all you're trying to do, scroll above to Docs: How to Create.

How ToHow to Visual
  1. Navigate to your Settings (βš™οΈ) by selecting your Account Logo on the top left

  2. Navigate to Activity and select Docs

  3. Select Doc Templates

  4. Select New Template on the top right

  5. Add a name and a description for your new doc

  6. *NEW* add pages for multi-page docs

  7. Start creating your template!

Adding Commands or Variables

  • A backslash (/) is to add commands like heading, text, bulleted list, etc.

  • A curly bracket or brace ({) is to add in variables at the Organization or Account level like Name, MRR, Churn Date, Number of Users, etc.

Only admins can create templates that are shareable with all team members.

Docs Supported Functionality

Now that you've created your template and/or doc, you can start adding all the necessary information to start building out your shareable, informative doc. Above we went over some of the basic functionality but here we'll take a deeper dive into the commands, variables, and notifications.

Commands and Variables provide you the ability to format text and add important data points to share vital information being tracked in Vitally.

Doc Commands

A backslash (/) is to add commands like heading, text, bulleted list, etc.

In the tabs below you'll find information on:

Formatting Text

Start typing a backslash to be able to format your text. You can add headings, plain text, and, bulleted or numbers lists (don't forget about adding tasks to check off as complete, check out the last tab!).

Doc Variables

Variables allow you to add important information from your Organization and/or Account level. You can even configure these to be editable by customers making this a collaborative space!

How ToHow To Visual

Using Variables in a Doc

  1. Simply type a bracket ( { ) to get your Org and/or Account variables to populate

  2. Select the variable

    • You can chose to have the current value displayed instead of the recorded value

Trait Permissions: you can configure these traits to be editable by your customer! To do so:

  1. Hover over your variable

  2. A pop-up will appear where you can select or de-select a box to allow invited doc viewers to edit the value

    • If a trait can not be edited, you will not see this option

    • Vitally team member permissions have no bearing, this is only for customers (external users).

Additionally, you can check the option if you want the latest value of the trait to show regardless of where the update was made (whether here in a doc, via a playbook, via integration, or manually)

Doc Comments, @ Mentions, and Notifications

You can add comments or @ mention a team member/customer. This is another way to make this space collaborative and allows you to keep communication centralized. This will trigger a notification to be sent out via email and in-app.

How ToHow to Video

Comments are collaborative where you and team members/users can create a thread within the doc.

To start a comment thread:

  1. Hover next to the text where you want to add your comment

  2. A small text bubble will appear to the right

  3. Select the text bubble and add your comment

  4. Once you're done, you can resolve the comment by clicking the check mark on the top right

Notifications will be sent out if:

  • A team member/customer participates in a comment thread and a new reply is added to the thread

  • A team member is following a Doc and a new comment thread is added to the doc

  • A team member/user is @ mentioned in a comment thread

@ mentioning within the doc or a comment thread.

To @ mention someone:

  1. Simply type @ and team members will populates or you can search

  2. If you want to mention a User in the Account, they must first be invited to the doc. You'll then need to type @ and their email address

Notifications will be sent out if:

  • A team member/user has been mentioned in a doc

  • A team member/user has been mentioned in a comment thread

Projects & Tasks in Docs

You can embed individual Tasks into an Account (or Org) Doc or Team Doc. This is how you can assign a task to one of your Accounts (or Orgs)! When working with Tasks in a Doc there are 2 different pop-ups:. To learn how to embed Projects or Tasks scroll above to Docs Supported Functionality where you'll find a tab Embed Tasks and Projects.

You can embed individual Tasks into an Account (or Org) Doc or Team Doc. This is how you can assign a task to one of your Accounts (or Orgs)! When working with Tasks in a Doc there are 2 different pop-ups:

While you can embed a task that is for an Account (Or Org) in a Team Doc, you can not embed Team Tasks into a Doc for an Account (or Org).

  1. Selecting the Task text will open a pop-up where you can toggle to show to external users, assign to an Account (or Org), provide a 'partner' (a CSM for example), and change the due date.

  2. Selecting the expand arrows icon to the right of the task you'll get the traditional task slide out where you have more information to update like category, tags, blocked by/blocking, etc...

Let's dig into these both a bit more below.

How toHow to Visual

1. Selecting the Task text

When you select the Task text you'll see a pop-up where you can:

  • Complete Task

  • Show to external users or keep it hidden from your customers when they view this doc

  • Assign to yourself/team members or the Account

  • Choose your Customer's Partner (a CSM, Implementation, AE, etc)

  • Add a due date

  • Add external description (give your customer additional context on this task)

2. Selecting the expand arrows icon to the right of the task

  • Mark complete or delete

  • Change Account/Organization assigned to

  • Update Assigned user

  • Due Date

  • Category

  • Tags

  • Blocked by

  • Blocking

  • Projects

  • Attachments

  • Project Traits

There is also a Docs tab right under the name of the Task where you can manage:

  • Whether to show to customers (external users)

  • Assign to your customer or another team member

  • Navigate to the Doc the Task is embedded in

  • Add an externally visible description of the task

Observers can not create new Tasks or Projects in a Doc

Doc Collaboration & Sharing

Docs are a great space to see who's working in a Doc, who's shared on the Doc, what information is visible to external users, and collaborate with your customers.

Doc Sharing (Inviting)

You can invite specific internal team members or customers to a Doc. Inviting users is easier than ever by being able to invite specific individuals or allowing anyone with a link to gain access to the Doc.

If a Doc is added to a Hub, anyone in that Hub will have access to that Doc.

You have two options on inviting users, whether internal team members or external users:

Users who access the Doc via a public link are considered "anonymous", and will not be able to comment or modify any of the data in the Doc.

Below we dig into both of these sharing methods more in depth:

How toHow to Visual

Invite-only Doc

To invite a customer or team member via invite-only to a Doc you can:

  1. Select Share on the top right of your Doc

  2. You'll see a pop up where you can add specific email addresses

  3. You'll be able to select from a drop-down of internal team members and users if this Doc is for an Account.

    • You can also manually add an email address if they're not part of this dropdown list!

When a user is invited to a Doc, they are emailed an invite with an authentication link. There, they can select Accept Invite. Once they accept the invite, they’ll be redirected to the Doc and be able to start collaborating. It’s best to bookmark the webpage so that you can easily access it again.

Not sure if they've accepted the invite? Navigate to the Doc and select Share on the top right. You'll be able to see whether the user has accepted the invite. If 'invite sent' is still present then the user has not accepted this invite yet. If they've accepted you'll see 'invite accepted'.

This link is unique to each user and should be treated like your username & password. The original invite link expires after 14 days. However, if the user requests a new Doc link, it's only valid for one day.

To invite a customer or team member via public link to a Doc you can:

  1. Select β€œShare” on the top right

  2. Select the drop-down at the bottom of the pop-up where you can toggle between External access is invite-only or Anyone with the link can view.

  3. Here is where you can gain access to the link by selecting "Copy Link".

This link is shareable not just by you but by anyone. ANYONE with this link will have access to this Doc.

Working as a Team in a Doc

You can view who is working on a Doc! If you and your team are all working in one Doc, you can all see who is in the doc and where they are.

You’ll be able to see the avatars of users looking at the same Doc in the top-right corner of the screen; hover over to get a full list of names. In addition, if any of your teammates are focused on a certain node of the document, you’ll see the same indicator to the left of that node. This only supports Vitally Users for now; not β€œExternal” Users (your customers).

We do not support multiple working on the same Doc at the same time. One user may lose any edits. This is helpful information to know so if one person is already working on a Doc, you don't mistakenly make other edits and possibly cause data to be lost.

Doc Following

Following a Doc is only available for internal team members. So what does following a Doc actually mean? Simply put, you'll get notifications of all new comment threads.

If you've created a Doc, you'll automatically follow the Doc. You can unfollow a Doc by selecting the meatball menu on the top left and select "unfollow".

If you want to follow a Doc, select the meatball menu on the top right and select Follow.

Docs FAQ

Q: Can my customer share that link with their team member? A: No, those links should only be used by the original invitee.

Q: Does the link sent to my customer expire? A: Yes! The original invite link expires after 14 days. However, if the user requests a new Doc link, it's only valid for one day.

Q: Do all team members have access to a Doc? A: Yes, all Team Members will be able to see Docs in Activities and can be @ mentioned, assigned tasks, etc without being invited. Only admins, the creator of the Doc, and invited team members can edit it.

Q: Can Team Members edit a Doc? A: Yes! Team Members and Observers can edit any Doc they are invited to and share those Docs with other collaborators.

Q: Can I edit a Doc using a Public Link? A: No, users who access the Doc via a public link are considered "anonymous", and will not be able to comment on the Doc or modify any of the data within it.

Q: How do I allow external users to complete tasks? A: Click the task within the doc and assign your task to your organization/account.

Q: Can an Observer be @ mentioned? A: No, observers can not be mentioned.

Q: Can you invite multiple customers from the same Account at once? A: No, each customer must be invited individually as the invitation email includes a unique URL that serves as a username and password.

Q: What happens if a customer uses a different computer or browser? A: Simply navigate to the doc URL using the link from the invite email. You’ll then be prompted to put in your email address. If that email address is invited to the Doc, a new invite email will be sent right away!

Q: What happens when a customer shares the Doc with someone who isn't invited/shared? A: If the document URL is shared with someone that doesn’t have access, they will not be able to see the document.

Q: What is the max file size I can upload in a Doc? A: 10mb

Q: If I make a Doc public, is this public access read-only, or is there any edit ability? A: Read-only. That includes comments! Only people who are manually invited can leave comments.

Q: What happens when a project template is inserted into a Doc template? A: Once the Doc is created, we will create the project too.

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