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 😉
To create a Playbook, navigate to Playbooks in your account settings (or get there via Quick Jump).
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.
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 Accounts - Select whether the Playbook should apply to all (tracked) accounts that match your rules, or just subscribed vs trialing accounts.
Target Audience - Select whether your Playbook's actions should apply to accounts matching your rules, or just users. Note that many actions are currently only valid when applied to matching accounts.
Description - Want to give your team some 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!
Playbooks are auto-applied to accounts/users only when they meet certain conditions. You'll define those conditions here!
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.
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.
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.
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.
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.
Manage your CSM and AE assignments with intelligent algorithms! With the "Assign a CSM (or AE)" Playbook actions, you can auto-assign team members to accounts 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')
Naturally, 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 Intercom, 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.
Indicators are automated alerts that detect significant opportunity or risk states accounts may transition in to. They can be assigned to teammates, manually silenced (by marking the Indicator as addressed), and more.
Segments are organized subsets of your accounts, and you can use Playbooks to auto add and remove accounts to segments.
Tasks are to-dos created for accounts and assigned to your teammates. With this action, you can ensure your team members complete specific activities for accounts exhibiting specific behaviors.
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.
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!