A dedicated workspace to gather and share information.
About Docs
Docs will serve as a dedicated workspace that allows you to collaborate on with your customers. 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.
You'll be able to create templates or a one-off doc to share with customers and team members. Within your doc, you can embed a variety of information like account traits, files, images, links, projects, and tasks. This would especially be helpful during your onboarding/implementation, success planning, product education, renewal document, intake form, roadmap notes, and more.

Docs: How to Create

You can create a doc that you can build from scratch or apply a template. If you want to start with a template, read below Docs: How to Create a Template.
How To
How To Video
Manually Creating a Doc
  1. 1.
    Navigate to Docs under Activity on the left-hand panel
  2. 2.
    Select Create New towards the top left
  3. 3.
    Name your new Doc
  4. 4.
    Select the Account/Organization this is for
  5. 5.
    Select Create Doc
  6. 6.
    You can add any Tags if applicable
  7. 7.
    Once you've created your doc with relevant information, you may view the shareable version of the doc by selecting the Play button (
    ) on the top right
  8. 8.
    And finally, share your Doc by selecting SHARE on the top right
If you need to delete or want to unfollow, select the three dots on the top right. Please note that "following" a Doc is only for team members. Following is really just for notifications (read more on Notifications down below)
Creating a Doc via a Playbook
  1. 1.
    Once in your playbook, add the action Create an Account doc
  2. 2.
    You'll then select your Doc template
  3. 3.
    And finally, select if the Doc should be deleted or left as is if the audience stops matching the playbook rules
If a Doc is deleted, all tasks and projects will also be deleted.
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.

Docs: How to Create a 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 To
How To Video
  1. 1.
    Navigate to your Settings (⚙️) at the bottom left of the left panel
  2. 2.
    Navigate to Activity and select Docs
  3. 3.
    Select Doc Templates
  4. 4.
    Select New Template on the top right
  5. 5.
    Add a name and a description for your new doc
  6. 6.
    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.
How to Apply a Template
  1. 1.
    Once you've created your Doc, select the 4 squares on the top right
  2. 2.
    You'll see a panel to the right
  3. 3.
    You can select from the view, search, or even create a new template
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.

Docs: Commands

Commands make up your Doc in the sense that they provide you the ability to format text such as adding headings and embedding images, files, tasks, projects, etc.
Formatting Text
Embed image, file, media, or cards
Embed tasks and projects
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!).
Start typing a backslash to be able to embed an image, file, online media, or account card. Scroll down to read what each embed experience is like.
When selecting a file, you will see a popup to select from your saved files. You can choose from a variety of file types such as PDF, JPEG, GIF, CSV, etc. These will show up as attached files in your doc.
When selecting an image, you will see a popup to paste an image link or upload an image. You can choose from a variety of file types such as JPEG. These images will show up in your doc.
When selecting embed online media you'll be able to embed any publicly accessible URL. Please note that videos saved on your computer can not be uploaded, all videos must be hosted somewhere like youtube, vimeo, etc for example. Please note that you can also just simply paste the link!
When selecting cards, you can embed cards in your Doc! This will give you an even more integrated experience and help unlock the QBR use case.
Now on to how to embed and manage tasks:
Start typing a backslash to be able to add in new or existing tasks and existing projects.
Assigning tasks/project to an Account assigned Doc


Task Visuals
Embed existing tasks
  1. 1.
    Type a backslash (/)
  2. 2.
    Scroll down to select Task
  3. 3.
    Start typing the name of an existing task and select to embed
As long as the task is created and assigned to the same Account you'll see tasks populate as you start typing.
Embed new Tasks
  1. 1.
    Type a backslash (/)
  2. 2.
    Scroll down to select Task
  3. 3.
    Type out your task and press enter


You can embed a Project Template to a Doc template or existing projects that are assigned to the same account the Doc is assigned to. You can not create a new Project in a Doc or a Doc template. Projects can also be assigned to an Account (your customer)!
Projects Visuals
Embed Projects
  1. 1.
    Start typing backslash (/)
  2. 2.
    If in a Doc template
    • Scroll down to select Project Template. Project Templates will popuate or you can type a name to narrowly search search for a specific Project Template
  3. 3.
    If in a Doc assigned to an account
    • Scroll down to select Project. Existing projects will populate or you can type a name to narrowly search for a specific Project
You can add a collapsible section into Docs using the /section command. This will create an indented block with a toggle that can be clicked to expand or collapse the section. Any other element can be put inside a section, except for another section.
The “expanded” state of sections in Docs will be saved per user! So if you expand a section, you can expect to see it expanded when you return.

Docs: 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 To
How To Visual
  1. 1.
    Simply type a bracket ( { ) to get your Org and/or Account variables to populate
  2. 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!
  1. 1.
    Hover over your variable
  2. 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).

Docs: 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 To
How to Video
Comments are collaborative where you and team members/users can create a thread within the doc.
To start a comment thread:
  1. 1.
    Hover next to the text where you want to add your comment
  2. 2.
    A small text bubble will appear to the right
  3. 3.
    Select the text bubble and add your comment
  4. 4.
    Once you're done, you can resolve the comment by clicking the check mark on the top right
  5. 5.
    You can resolve comments by hovering over the comment and selecting the check mark
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. 1.
    Simply type @ and team members will populates or you can search
  2. 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

Docs: Editing, & Managing

Docs: editing & managing Tasks

There are two ways in which you can manage your tasks. Each way has different actions you can take. In a Doc you can assign to an Account (your customer), choose whether the task should be external or kept hidden from your customer, add a category, add context to the task, add attachments, add a due date, etc. Read below for the actions you can take:
First way: If you simply select the task over the text, you'll see a pop-up (image above). Here you can:
  • Add external description (give your customer additional context on this task)
  • Add a due date
  • Choose your Customer's Partner (a CSM, Implementation, AE, etc)
  • Assign to yourself/team members or the Account
  • Show to external users or keep it hidden from your customers when they view this doc
Second way: If you select the arrows on the right side of the task (
), you can open up the full task sidebar to configure it in any way that you want (GIF above). You'll be able to add:
  • Mark complete or delete
  • Plain text to add additional context
  • Attachments
  • Projects
  • Blocked by and Blocking
  • Category & Tags
  • Due date
There is also a Docs tab in the sidebar where you can manage:
  • whether to show to customers (external users)
  • assign to your customer or another team member
  • and add an externally visible description of the task

Docs: editing & managing Projects

The Tasks from a Project functionality is all the same as detailed above (Tasks).
Invited Observers will not be able to create new Tasks or Projects within a Doc

Docs: Collaboration

Tasks & Projects: Tasks can be assigned to team members or your Accounts! If you want your customer to be responsible for completing a task, you are able to assign it on the account level (not specific users on the account) and your customer will have the opportunity to mark it complete! Read more on how to assign to your customer above.
Working as a team: 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).
Inviting team members: Docs can be shared with Teammates. “Team Member” and “Observer” users will be able to edit any Doc they are invited to and share those Docs with others.
Observers will not be able to create Tasks or Projects in Docs

Docs: Inviting your Customers

Now that you've created your Doc, you can now invite your customers to collaborate and transparently communicate any project details. Once invited, your customer will be granted access to the Doc!
Inviting your customer(s) couldn't be easier.
  1. 1.
    Documents can only be shared by the creator of the doc or a Vitally admin. If you are either, continue to step 2!
  2. 2.
    Simply select the Share button on the top right of your Doc.
  3. 3.
    Type in the email address or name you want invited and press enter.
  4. 4.
    To invite more than 1 customer, repeat that process
  5. 5.
    Finally select Send Invite when done adding your customers.
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.
This link is unique to each user and should be treated like your username & password.
You'll then be able to see whether someone has accepted your invite or invite more if you select Share once more in your Doc.
Invite Accepted means that your customer clicked on that invite link and has opened the Doc. Invite Sent means that your customer has not clicked on that invite link yet!

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 link expires after 14 days.
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 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