Track Rules Overview
Since Vitally's plans often price on the number of accounts you have, you may decide to exclude certain customers from being tracked in Vitally. Ignored Accounts/Organizations are simply Accounts/Organizations you do not want to track in Vitally. They can be low-value accounts/orgs, test accounts/orgs, or anything else. These accounts will become ignored and can only be found by searching for them. Ignored Accounts, Organizations, and Users do not appear in Table Views, Dashboards, or Playbooks, and no filter brings them back into a view, so they can never be included in a Table View export. To get a list of your ignored records, contact support@vitally.io. Ignored Accounts can be exported for you right away. Ignored Organizations and Users take longer, because support raises a technical request to pull them.
By default, all Accounts are subscribed Accounts. Vitally will then check your Trial, Churn, and Account Track rules (under lifecycle tracking) to see if any of those Accounts match those rules. If they do, those Accounts are then categorized appropriately.
Ignoring an account stops Vitally from tracking it entirely and removes it from all Playbooks. It is not a way to stop sending outreach to specific users within an account. To exclude certain users from a Playbook's messages, filter on a trait in the Playbook instead — see Excluding specific users or accounts from a Playbook.
Accounts may be categorized as Ignored if certain track rules are met. Each organization can uniquely configure these rules to determine conditions for ignoring accounts.
Configure Track Rules
To configure your tracked (i.e ignored) customers, follow the directions below:
Navigate to your Settings (⚙️) by selecting your Account Logo on the top left and under Vitally Objects select Accounts or Organizations
Then select Track Rules (or via Quick Jump Mac:
⌘ + jWindows:Alt + j).
Now to configure your Track Rules. This configuration will automatically separate your ignored from your paying, churned, or trial customers.
Do you want to include or exclude Accounts that match the below set of rules? Note that the 'Include' option will filter out all Accounts not matching the configured rules
This tells us whether you'd like to include (i.e. 'track') or exclude (i.e. 'ignore') the customers that match the configured rules in Vitally For example, let's say you have a trait on your customers called plan that identifies the customer's plan with your company. There are 3 possible values: Free, Basic, and Pro. With these track rules, you could configure rules that will include customers on the Basic or Pro plans or exclude customers on the Free plan. Whichever route you head down will largely depend on which rules are easiest to configure
What rules must Accounts satisfy in order for them to be excluded?
Add any filters to identify customers that you want ignored. Some 'customers' you may want ignored are dummy customers or very low value customers
As you add rules, we'll display the set of customers that both match and do not match your rules so that you can see exactly which customers are impacted
NOTE: Formula Traits cannot be used as filters in Track Rules. Formula Traits are also not calculated for records that are Ignored.
Setting Up a Test Account or Test User
A test Account or test User lets you try configuration against realistic data without affecting reporting or sending anything to a real customer. Track Rules are how you keep it out of the way, and the points below are what keep it from causing problems elsewhere.
Use a distinctive name marker, for example
[TESTING-ONLY] Acme. Avoid relying on just “Test”: a rule like Name contains test also catches real accounts such as “Greatest Co” or “Contest Ltd”. A unique marker keeps your track rules, filters and AI instructions accurate.Do not attach MRR, ARR or other revenue data, so the account does not skew your reporting or get categorized as a paying customer.
Create it in Vitally only, not linked to a CRM record. Ignoring an account does not make it a full integration sandbox. While the account is still tracked, edits to synced fields can push back to your CRM. Once it is Ignored, Vitally stops pushing its data to external integrations.
Set up a track rule to ignore the account, under Settings > Accounts > Track Rules, for example Name contains TESTING-ONLY. Before generating any test activity, check that the account actually shows as Ignored. See the section above for what changes once a record is Ignored.
When you un-ignore it to test, it becomes eligible for Playbooks straight away, including any triggered on creation. Re-ignoring it afterwards does not undo anything already sent or written to another tool. Formula traits also need to recalculate once the account is tracked again, which can take up to an hour, or up to a day for churned accounts, so confirm the values you are relying on before you start testing.
For test Users, use an email address that does not belong to an existing team member, whether that team member holds a full seat or was auto-created. If an address exists as both, Vitally treats it as a team member, so messages from it are seen as outbound and the test User does not receive the conversations or meetings you expect.
If you are testing conversation or meeting sync and have excluded domains set up, use an email on a domain that is not in your excluded list, otherwise those participants are filtered out.
If you use Quin, an Admin can add a Global AI Memory such as “Ignore any account with TESTING-ONLY in the name when answering questions or generating summaries”, so the test account does not appear in AI answers while it is tracked.
This list is not exhaustive. Depending on your setup there may be other things to watch for, for example a Playbook whose only trigger is Created At enrols the account as soon as it is tracked.
Tracked Rules FAQ
Q: If an editable field is edited in Vitally for an Ignored account, do we push that data to external integration platforms?
A: No, data is only pushed to external integrations for non-ignored accounts (Subscribed, Trial, Churned).
Q: For Ignored Customers, does Vitally still sync data?
A: Yes, Vitally continues to sync most trait data, including traits updated via integrations such as Segment or the REST API, since the customer may become a paying customer again. However, event data is not synced for Ignored accounts. Success Metrics and Health Scores (if applicable) freeze on the day the customer becomes Ignored to ensure accurate categorization and data relevance.
Q: Are Formula Traits calculated for Ignored Accounts?
A: No. Formula Traits are not calculated for Ignored Accounts or Organizations, and existing values stay at whatever they were when the record became Ignored. If a record exits Ignored status, its formula traits resume calculating on the next scheduled sweep, hourly for non-churned records and daily for churned records, rather than immediately. See Formula Traits for more on how and when formulas are evaluated.
Q: A Customer is showing as Ignored, but it doesn't match the Track Rules. Why?
A: This typically happens when a Customer doesn't match any other Lifecycle Tracking status. In other words, it did match the Track Rules, then stopped matching, but it didn't match any other Lifecycle Tracking status (Subscribed, Trial, Churned). Therefore, the Customer's status will remain as-is until it matches another status.
Q: Do Ignored Customers run through playbooks?
A: They do not. Ignored Accounts/Orgs are customers you essentially want out of sight, out of mind.
Q: Why does the GET request to the User endpoint not return Users with an Ignored Account?
A: The API will not return Users that are only associated with an Ignored Account (we also don’t surface Users without an Account anywhere except via direct search).
Q: Why is my Account being Ignored if it matches the subscribed rules?
A: We ignore Accounts if they belong to an Ignored Organization.
Q: Is there a way to get the Ignored Accounts with the list Accounts API endpoint?
A: There is not, but reach out to support@vitally.io and we can help!
Q: Can I export a list of my Ignored Accounts?
A: Not from Vitally directly. Ignored Accounts, Organizations, and Users are excluded from Table Views and there is no Ignored filter to add them back, so a Table View export never includes them. Contact support@vitally.io and we can generate the CSV for you. Ignored Accounts are usually turned around right away, while ignored Organizations and Users take longer, because support raises a technical request for those. Support can also export ignored Users and orphaned Users, meaning Users not associated with any Account or Organization.
Q: Do new opportunities sync for ignored accounts?
A: No, we do not sync new opportunities for ignored accounts.