Categorizing Ignored Accounts
Track rules help you control your cost (or noise) in Vitally by auto-ignoring specific accounts
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.
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.
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 whichever 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
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 in data? A: Yes, for the most part! We continue to sync most data since the customer may return and become a paying customer again, and we want to capture those updates in case they meet your Subscribed rules. However, we no longer sync events for Ignored customers. Additionally, while we still sync data, Success Metrics and Health Scores (if applicable) freeze the day the customer becomes Ignored.
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 it stopped matching, but it doesn't match any other Lifecycle Tracking status (Subscribed, Trial, Churned) so 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 to 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 they match the subscribed rules? A: We ignore Accounts if they only 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!
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