Available Playbook Actions and Rules

A look at all the actions and rules that are available in playbooks.

Playbook Actions

Auto-assign Key Roles

Manage your Key Role assignments with intelligent algorithms! With the "Assign a Key Role" 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.

Reply to a conversation with user(s)

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.

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 Org/Account/User to a segment

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

Create an Organization/Account task

​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.

Update task(s) for the Organization/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 Trait

You can update any editable trait via a playbook! 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.

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:
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

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. 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.

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.

Playbook Rules

Split into paths

Another word for this is branches! With branching, teams can create workflows with dedicated paths for addressing a range of different outcomes. The branching logic also means teams can reduce the number of their overall Playbooks. For example, instead of using multiple Playbooks to assign new customers to specific plan types, teams can utilize branching to filter new customers into their correct plan from a single Playbook.


You can now choose between setting a rule for a waiting period as a defined number of days or until the account matches a specific set of rules. Users can set this rule for various situations, including automating emails, tracking account set up, or any other action your team may be automating for.
When delaying automations until a specific condition is met, users can also define a maximum number of days to delay the next action. If a customer is stuck or doesn’t complete the expected action, your team can set a new path to best address the customer.