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:
Via the Global Create New Button
In an Account or Organization 360
Via a Doc Table View
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How to create Docs Via the Global Create New Button:
If you need to delete or want to unfollow, select the three dots on the top right. | |
Adding Commands or Variables
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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.
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Adding Commands or Variables
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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:
Embedding Media & Cards (images, files, etc)
Adding Sections to your Docs
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!
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Using Variables in a Doc
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Trait Permissions: you can configure these traits to be editable by your customer! To do so:
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.
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Comments are collaborative where you and team members/users can create a thread within the doc. To start a comment thread:
Notifications will be sent out if:
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@ mentioning within the doc or a comment thread. To @ mention someone:
Notifications will be sent out if:
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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).
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.
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.
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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, and what information is visible to external users.
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:
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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 “External” 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: 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.
Relevant Links
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