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Other integrations
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Account health scores & metrics
Available Playbook Actions

Auto-assign CSMs and AEs

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')

Start a conversation with user(s)

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.

Create an Indicator alert

​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.

Add the account to a segment

​Segments are organized subsets of your accounts, and you can use Playbooks to auto add and remove accounts to segments.

Create a task

​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.

Update task(s) for the Account

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. Check out the video below for a full walkthrough!

Update a custom trait

​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.

Show an in-app NPS survey

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!

Send a Segment track

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

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.
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.

Create a Project​

​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.
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