Along with assigning the CSM/AE on your team responsible for an account, you can also assign a user at the account that 'owns' the account - i.e. the user that basically pays the bill for your service. Let's go over how this works and why you'll want to do this!
By default, we'll auto-assign the first user at the customer to be the Account Owner. In many cases, that's accurate since the first user is likely to be the one to input the credit card that pays for your service. However, if you'd like to change this, simply do so by clicking on the owner on the customer's dashboard.
If you need more control over who is labeled as an account's owner, you can send Vitally an account trait that contains the external ID for the user that owns the account (e.g. send us an account trait like
ownerId: 'user-1'). Once you do that, you can then setup a 'trait mapping' using this trait to auto-establish the right owner in Vitally. Here's how:
First, navigate to the Traits -> Account Traits section of your account settings (or get there via Quick Jump).
Click the Traits Map button in the top right
Select the trait containing the owner's external ID in the "Account Owner Trait" option:
Ensuring your Account Owners are accurate is quite important, as we provide these columns and filters when running your customer reports:
Owner: Email - View and search for customers using the owner's email
Owner: Join date - View and search for customers using the date the owner first used your product
Owner: Last seen - View and search for customers using the date the owner last used your product
Owner: Sessions - View and search for customers using the total number of sessions seen from the owner
Owner: Last received message - View and search for customers using the last date the owner sent you a message. Note that this requires you enable conversation tracking in Vitally.
Owner: Last sent message - View and search for customers using the last date you sent the owner a message. Note that this requires you enable conversation tracking in Vitally.
Using these fields, you can run reports that show customers where the owner hasn't logged in for over a week (as an example). Naturally, you can pair this with Indicators to be automatically notified of customers with owners that start to lose interest in your product!