Automated Playbooks

Account Rules vs User Rules

These rules function somewhat differently depending on whether your Playbook targets accounts or users:

• Targeting Accounts - If your Playbook targets accounts AND you have User rules defined, then the account is a 'match' if any User at the Account matches your User rules.

• Targeting Users - If your Playbook targets Users, we'll apply any Account rules to the User's Account and any User rules to the User itself.

Your selection here determines whether our system will apply the Playbook's automated actions to either Accounts, Users, or Organizations (that match your Playbook's rules). There's a big difference in functionality based on your selection!

For example, let's say you build a Playbook automation with these conditions:

Let's also say your Playbook has an action to automatically send an email to whoever has the Playbook applied to them. Depending on whether your Playbook targets Accounts or Users, the functionality is quite different:

Above, notice how targeting Accounts doesn't necessarily prevent Users with NPS scores <= 8 from getting an email, but targeting Users does. Why is that? When targeting Accounts, you are telling Vitally that the output of the Playbook is to impact/affect the Account - not necessarily a specific User.

To elaborate, let's say that the action is to add the Account to a Segment (instead of sending an email). If your Playbook's conditions are the same - there's 1 Account rule and 1 User rule - Vitally needs to look at the Account and go, "Should we add this Account to this Segment?". We answer that question by looking at the Account's Users and going, "Is there any User with a last NPS score greater than 8?". If so, the Account gets added to the Segment. That same process occurs when targeting Accounts with a "Start a conversation" action.

FAQ

Q: What should I do if I want to send emails based on User activity? A: If you want to send specific Users specific emails for exhibiting specific behaviors, then 99% of the time, you'll want the Playbook to target Users and not Accounts. Since targeting Users gives you complete control over the exact set of Users that get your email, then that's likely the way to go.

Q: Why would I target Accounts with an action to "Start a conversation"? Should I always just target users? A: Definitely not. Since Vitally works with B2B companies almost exclusively, there's plenty of valid cases for saying "I need to email this company". For example, let's say you want to auto-engage Accounts the moment all Users at the Account stop using your product for 7 days. However, you don't want to engage ALL those Users, just the primary owner at the company that bought your product - perhaps you want to check in with that person to see if a team-wide onboarding session should be scheduled.

In that case, targeting the Account is 100% the right way to go. To make sure that the primary Account Owner is the only one to get the email though, you'd select that option when configuring your email action:

Manage your Key Role assignments with intelligent algorithms! With the "Assign a Key Role" Playbook actions, you can auto-assign team members to Accounts or Organizations using 3 different algorithms:

• Assign to the selected team member who has the least-managed Accounts

• Assign to the selected team member who has the least-managed revenue

• Assign to the selected team member who has not been assigned to an Account for the longest amount of time (i.e. 'round robin')

Additionally, you can assign it to a specific person!

Indicators are automated alerts that detect significant opportunity or risk states into which accounts may transition. They can be assigned to teammates, manually silenced (by marking the Indicator as addressed), and more.

Segments are organized subsets of each hierarchy, and you can use Playbooks to add and remove segments automatically.

Starting a conversation with the right user at the right account is a critical component to Customer Success, and this action helps you do just that! You can send an email via Gmail or Outlook to auto-send it from the account's CSM, send personalized messages (using user, account, and CSM variables), and even schedule conversations to start on a delay, which gives your team time to review pending conversations and make any needed edits.

Trying to send a drip-campaign? No problem! We now have the options to:

• Limit how many emails the action schedules to send for a given sender on a given day. This helps you if you want to drip emails out and somewhat control the frequency of any responses

• The ability to prevent schedule dates from falling on the weekend

You'll see an option for 'Daily maximum per sender' when using the conversation action. What this does is it looks at the emails that need to get sent and groups them by sender and their send date.

If you want to follow up to a previous conversation action you can select reply to a conversation! You'll, of course, need to have a conversation to reply to and once you've got that, you can then use the reply to a conversation action to send a follow-up email. To properly identify which conversation you want to reply to, reference the unique ID assigned to the conversation action.

Tasks are to-dos created for Organizations/Accounts and assigned to your teammates. With this action, you can ensure your team members complete specific activities for Accounts exhibiting specific behaviors.

The 'Create a task' action in playbooks also supports selecting multiple fallback assignees alongside an algorithm to use to determine which assignee should be assigned to the task. The 2 algorithms supported are:

• Round robin: Assign the task to the teammate not assigned to a task created by the action for the longest period of time

• Least incomplete tasks: Assign the task to the teammate with the least incomplete tasks created by the action

Use the data you are syncing to Vitally to update or complete a task automatically. E.g. When the Account enables our Slack integration, mark the 'Enable Slack' task as completed. Search for the tasks you want to target and then update completed, task name, assignee, category, task status, or task traits!

Projects are sequences of Tasks aimed to help a customer reach some stage or goal. With this Playbook action, you can ensure that standard projects like onboarding, annual renewals, QBR processes, and more are automatically created for the right customers at the right times.

Docs are dedicated workspaces to gather and share information.

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 can update any editable trait via a Playbook automation! In this action, you have the ability to increment/decrement a number Trait.

A popular use case for this can be used in conjunction with Custom Object Playbooks to do some basic rollups, like tracking the number of Jira tickets created by a customer over the last 30 days.

Custom traits help you track data points about your customers directly in Vitally. With this action, you can set the value of a custom trait automatically for Accounts that match your rules.

A popular use case for this action is to map your plan names to their monthly cost, automatically setting an MRR trait for accounts based on the plan they're subscribed to.

You can configure Playbook actions to update traits on a Custom Object for Playbooks that enroll said Custom Object. For example, if an Opportunity needs to have a field automatically updated when its stage changes, Playbooks will support that.

Vitally's Segment integration allows you to configure Vitally as a Segment destination, syncing the data you track in Segment (groups, identifys, and tracks) into Vitally in real-time. However, you can also use Vitally as a Segment source, which allows you to push Vitally's unique customer insights back to Segment for use in your other tools! This doc explains that in more detail.

This action allows you to send a Segment track call to Segment-connected integrations as accounts or users reach certain points in the Playbook. For example, say you have a Playbook automation that welcomes new customers the first day they become a paying customer. With this action, you can send a track back to Segment to let other systems/data stores log a record of these new customers.

An example track sent from a Playbook might look something like this:

analytics.track({
  event: "New Vitally customer", // You get to define the event name per Playbook
  groupId: "ACCOUNT_GROUP_ID", // We auto-set this for you using the account's Segment group ID
  context: {
    groupId: "ACCOUNT_GROUP_ID" // We auto-set this for you using the account's Segment group ID
  },
  properties: {
    playbook: "New customer playbook" // This is the name of the playbook in Vitally
  }
});

You can trigger actions in external systems with the Ping a webhook Playbook action. With this action, you can send a Playbook Identifier that identifies which playbook is sending the webhook, along with any user or account traits that you wish to send. You can also ping a webhook from note-triggered playbooks with details about the note.

To configure this action, make sure that you enter a valid webhook URL and select the proper HTTP method (PUT or POST). If your request will require any headers (i.e. authentication), simply enter those into the the Request Headers section.

Vitally's NPS for B2B SaaS (free) add-on is NPS rebuilt for Customer Success. When enabled, you can pair it with Playbooks to limit the users at accounts that should be shown a NPS survey.

For example, you could setup rules that filter accounts to just those on an annual deal that are renewing within 30 days. Add a 'Show NPS' action to your Playbook, and we'll only show the NPS survey to users at matching accounts!

To create Playbooks that branch off of email engagement first add a branch to define the filters using Action Filters. For example, if you would like to create a new conversation if the previous message has not been replied to select that property and set it "Is False."

Once you have defined your branch logic, you can add what actions to trigger after the conversation. You can add the action Reply to a Conversation so the follow-up is tied to the initial conversation and a new thread is not created.

Once you've selected the action to Reply to a Conversation, you can select the conversation to tie it back to. There is an ID on each conversation that can easily identify the specific conversation (this comes in handy when you've got a large Playbook with many conversations).

Once you've selected the conversation, you can then define the reply. Once done select Save, and you're all set!