Account or Organization Owners Overview
Along with assigning key roles on your team responsible for an account, you can also assign a user at the account that 'owns' the account - i.e. the user that basically pays the bill for your service. Let's go over how this works and why you'll want to do this!
In this article we go over how to assign an Account Owner but the process is the same for Organizations.
Specifying the Account Owner
By default, no Account Owner will be assigned. In order to assign an Account Owner, you'll need to map this field. Additionally if you'd like to manually change this, simply do so by clicking on the owner on the customer's profile.
Using a Trait Mapping
If you need more control over who is labeled as an account's owner, you can send Vitally an account trait that contains the external ID for the user that owns the account (e.g. send us an account trait like ownerId: 'user-1'). Once you do that, you can then setup a 'trait mapping' using this trait to auto-establish the right owner in Vitally. Here's how:
First, navigate to Settings -> Account (or Organization) -> Traits (or get there via Quick Jump).
Select the Traits Map button on the top right
Select the trait containing the owner's external ID in the "Account Owner Trait" option:
Running Customer Reports using the Account Owner
Ensuring your Account Owners are accurate is quite important, as we provide these columns and filters when running your customer reports:
Owner: Email - View and search for customers using the owner's email
Owner: Join date - View and search for customers using the date the owner first used your product
Owner: Last seen - View and search for customers using the date the owner last used your product
Owner: Sessions - View and search for customers using the total number of sessions seen from the owner
Owner: Last received message - View and search for customers using the last date the owner sent you a message. Note that this requires you enable conversation tracking in Vitally.
Owner: Last sent message - View and search for customers using the last date you sent the owner a message. Note that this requires you enable conversation tracking in Vitally.
Using these fields, you can run reports that show customers where the owner hasn't logged in for over a week (as an example). Naturally, you can pair this with Indicators to be automatically notified of customers with owners that start to lose interest in your product!
