⚡️ Other integrations

Creating automated workflows with Playbooks

Playbooks help you automate internal customer management, fire alerts for in-need accounts, and engage customers.

Overview

Playbooks help you automate common Customer Success needs by performing a series of actions (e.g. fire a risk indicator, send an email, create a task) on accounts or users that meet certain requirements.

Each action in a playbook is applied at a defined schedule based on when the playbook was first activated on the account/user.

A simple playbook example would be one that is auto-applied to customers 10 days before their renewal. On the 1st day the playbook is applied, you could auto-send the renewing customer's owner an email letting them now they are renewing soon. On the 3rd day (i.e. 7 days before renewal), you could create a task for the customer's CSM to review their product usage in Vitally.

Of course, you can build way more advanced playbooks than that 😉

Creating Playbooks

To create a Playbook, navigate to Playbooks in the Account/User Management section of your account settings (or get there via Quick Jump or the Global Create Button).

Creating a Playbook is broken up into 4 steps:

  • Overview - Define basic details about your Playbook

  • Rules - Define rules to auto apply your Playbook

  • Actions - Define actions to auto apply to matched accounts/users on a set schedule

  • Review - Review your Playbook before setting it live

You can navigate through each step via the Back & Next buttons or by clicking on a specific set in the builder navigation on the left.

Defining your Playbook's basic details

The Overview step provides ways to define general details about your Playbook:

  • Name - Give your Playbook a name so you/your team can easily identify it later.

  • Category - Optional, but helps keep your Playbooks organized.

  • Target Audience - Select whether your Playbook's actions should apply to Accounts matching your rules, or just Users (read more on this important distinction here)

  • Description - Want to give your team some context and direction when the Playbook is applied? Then enter a note here and add account/user variables via the bottom right icon in the toolbar. We'll 'compile' your note here with the matching account/user when displaying it throughout Vitally!

Defining rules to auto-apply your Playbook

Playbooks are auto-applied to accounts/users only when they meet certain conditions. You'll define those conditions here!

Account Rules vs User Rules

Note that there are 2 types of rules: Account rules & 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.

AND vs OR Logic and Filter Groups

There are two types of logic when configuring more than one Playbook rules:

  • AND Logic: To identify Accounts or Users that meet one rule/group of rules AND another rule/group of rules.

  • OR Logic: To identify Accounts or Users that meet one rule/group of rules OR another rule/group of rules.

Filter Groups allow you to use and/or logic with any groups of multiple filters:

Defining your Playbook's actions

Actions allow you to configure something that should happen once accounts/users match your rules on a set schedule.

For example, on the 1st day a Playbook is applied to an account, you can send an email to the account's owner. On the 3rd, you can create a task for the account's CSM. And on the 10th, you can send another email.

Read the next page for an overview on all available Playbook actions.

Viewing accounts with an active Playbook

To view accounts with a specific Playbook active, you can enable the column for the desired Playbook and then sort by that column, add a filter on the column for the desired Playbook, or both!

The column for each Playbook shows both the date the Playbook was applied to the account as well as the percentage progress through the schedule of actions.

If you click on the percentage progress, you can also see a history of the actions performed on the account by the Playbook. If the creator of the Playbook added a description, you'll also see that as well.

Viewing all current & past Playbooks for an account

Each account dashboard displays all active and past applied Playbooks to the account, with active Playbooks displayed first.

Click on a specific Playbook to see a history of the Playbook's applied actions to the account.

Closing a Playbook

If you'd like to 'force stop' a Playbook from executing any further actions on the account, click the Stop playbook link displayed below the progress timeline.

Closing a Playbook has 2 impacts:

  • All previously-applied actions are 'undone' (e.g. active Indicators are ended, pending messages are not sent, etc)

  • No further actions will be applied to the account for that Playbook unless the account has the entire Playbook reapplied to them.

When closing the Playbook, you can optionally leave a note detailing why you are doing so. This note is visible to your entire team.

Deleting a Playbook

Deleting a Playbook is simple - just click the trash icon from the Playbooks view.

When you delete a playbook, here's what will happen:

  • All previously-applied actions are 'undone' (e.g. active Indicators are ended, pending messages are not sent, etc)

  • If the playbook added an account to a segment, the account will be removed from the segment.

  • Tasks and custom traits will either be deleted/cleared or left alone, depending on the option that you select in the action configuration.