Skip to main content

Slack

Learn to use the Slack integration to align your entire organization around customer information and keep your team focused on what matters.

Written by Ethan Patrick

Slack Overview

Vitally’s Slack integration cuts through the noise, so your Customer Success team can focus on making customers successful instead of digging through piles of data.

  • Channel Alerts enable proactive Customer Success - Stay on top of your team or keep the entire company on top of customer information. With Vitally and Slack, it’s easier than ever to get everyone aligned under one goal: successful customers.

  • Personal Slack Alerts keep your team focused on what matters - customer happiness - Vitally’s Slack integration delivers alerts like risk indicators and tasks directly to your CSMs' Slack so they can stop thinking about what they might be missing and start focusing on the customer.

  • Easy configuration means you can get right back to work - Don’t waste time fiddling with settings. Just choose a channel, select your event (don’t worry, it’s a dropdown), and hit go.

Enable Slack Integration

Vitally account admins can also configure Slack notifications to be sent to any public channel in your connected Slack Workspace. Below is how you can enable and set up notifications. Notifications can also be delivered via email for users who prefer alternative methods over Slack.

How-To

How-To Visual

How to enable Slack integration:

  1. Navigate to your Settings (⚙️) by selecting your Account Logo on the top left and under Connectors select Integrations.

  2. Then select Slack (or via Quick Jump Mac: ⌘ + j Windows: Alt + j)

  3. Toggle the switch on the top right to enable the integration

  4. Click Add a Channel, enter the Channel ID in the popover that appears (How to find your Channel ID)

    1. Note that if the channel ID is incorrect you'll see an error

    2. To add several channels at once, use the CSV template available in the same Add a Channel view. Download the template, fill in one row per channel, and upload it. The template columns are channel, accountExternalId, organizationExternalId and syncMessages. syncMessages accepts TRUE or FALSE, and is ignored unless message syncing is enabled for your account.

  5. Select the Events you want to trigger notifications for

  6. Select whether the notification is triggered for All Accounts/Orgs or a filtered subset, using Account or Organization filters (shown in the left column, with a searchable list on the right). Filters can be grouped to control how conditions are evaluated together. For Task, Note, Project, and Custom Survey Response events, you can additionally add event-specific filters scoped to that object (e.g. for Custom Survey Responses — Respondent, Submission date, and Survey Questions answers). NPS Survey Response events do not currently support event-specific filtering.

You are able to add multiple sets of triggers for the same channel if you require complex segment-based logic for different sets of event notifications.

Adding Vitally to Private Channels

By default, when you connect Vitally and Slack, Vitally is only given access to your public Slack channels. However, you can still send notifications to private channels. To do that, simply follow the steps below:

Invite the Vitally bot to the private channel by mentioning it (via @Vitally). Once the bot has access to the private channel, that Channel's ID will be available when adding a channel in Vitally.

Customizing Channel Notifications (Beta)

You can write your own message for each channel notification instead of using the default wording. Messages can include formatting, details from the record that triggered the notification, and @mentions of teammates. A single notification can also send to more than one channel, including channels you’ve linked to specific Accounts or Organizations.

Notifications and Channels tabs

The Slack integration settings page has two tabs. Use Notifications to set up events, filters, and message content. Use Channels to manage the Slack channels Vitally posts to and link them to Accounts or Organizations.

Editing a notification message

  1. Go to Settings (⚙️) > Integrations > Slack and open the Notifications tab.

  2. Find the notification and click Edit to the right of the event you want to change.

  3. In the Edit event message window, write your message under Message content. Select text to format it, type / to add new content, or type { to add a variable.

  4. Check the Message preview on the right. It updates as you edit, and Refresh reloads it. To preview a different record, choose one from the dropdown above the preview.

  5. (Optional) Search for a Slack channel by name or ID below the preview and click Send Test Message. Test messages are labeled as tests in Slack.

  6. Click Apply.

Variables come from the object that triggered the event, plus its Account and Organization. Two events work differently. Key role changed and Account/Organization entered Segment have no triggering object, so their variables come from the event itself plus the Account and Organization.

When you open the editor on an existing notification, its current message appears as editable copy. To return to the default message, click Reset to Default.

Mentioning teammates

Turn on Mention teammates in the Edit event message window. Any property that names a teammate, such as a task’s Assignee, then shows as a Slack @mention when that teammate’s account is linked. A teammate is linked when their Vitally email matches their Slack email, or when they’ve connected Slack under My Profile > Notifications.

If a teammate isn’t linked, their name appears in bold with an @ in front, but Slack doesn’t notify them. Mentions only work for individual teammates through variables, so you can’t mention Slack user groups. Test messages don’t notify anyone.

Linking channels to Accounts and Organizations

In the Channels tab, you can link a Slack channel to an Account or Organization. Linking a channel doesn’t send notifications to it by itself. A notification only sends to a linked channel when you choose one of these options on that notification:

  • Internal channels that are linked to an Account or Organization sends to linked regular channels for events on their Account or Organization.

  • External channels that are linked to an Account or Organization sends to linked Slack Connect channels for events on their Account or Organization.

  • Specific Channels sends to the channels you select, for every event that matches the notification.

If a channel qualifies through more than one option, it gets the notification once.

For example, say #acme-team is a regular channel linked to the Acme Account. A “task is marked complete” notification with the internal linked channels option checked posts to #acme-team whenever a task on Acme is completed.

Linked channels appear on Account and Organization pages. To report on them in tables and widgets, use the Linked Internal Slack Channels trait for regular channels and the Linked External Slack Channels trait for Slack Connect channels.

Setting Up Personal Alerts in Slack

Personal notifications alert you to personally relevant activity in Vitally (such as tasks or activities being assigned to you) via a direct message to you in Slack. Additionally, Vitally notifies users about account/project assignments, where users are assigned to manage specific accounts, projects, or tasks. Notifications are also triggered when users are tagged in a comment or mentioned in discussions. These notifications provide clarity and keep all members informed.

How-To

How-To Visual

When setting up personal alerts in slack you'll need to ensure the Slack integration has been set up and then individual Vitally users can now turn on personal notifications by:

  1. In Slack: each individual Vitally user needs to add the Vitally app to their slack

  2. In Vitally: Navigate to your personal settings (⚙️) by clicking on your Account Logo and selecting My Profile from the drop down

  3. Select Notifications on the left panel

  4. Select Connect to Slack

  5. Then you want to toggle the "Notification Slack messages"

  6. That's it! You'll then start to get notifications

Slack: Available Personal Trigger Alerts

Personal Triggers

  • Via Playbook automation

    • A playbook automation assigns one or more Risk or Opportunity indicators

    • A playbook automation designates you the CSM or Account Executive for one or more accounts

    • A playbook automation assigns one or more tasks to you

  • Via a Teammate

    • A teammate assigns a Risk or Opportunity Indicator to you

    • A teammate designates you as a Key Role

    • A teammate assigns a task to you

    • A teammate @ mentions you in a task or note

  • Docs

    • A teammate @ mentions you in a doc

    • A teammate @ mentions you in Comment

    • A new comment on a Doc you follow

    • A new comment thread resolved on Doc

    • An external user first viewed Doc

    • A comment thread was resolved on Doc

    • A new teammate invited to Doc

  • Other

    • Suggested Tasks (when a call is available in Gong and shows in Vitally, a Slack notification will trigger if you have a new Meeting with suggested tasks to review)

Slack: Available Channel Triggers Alerts

Channel Triggers

  • General Activity

    • A new note is created

    • A new task is created

    • A task is marked complete

    • A new project is created

    • A project's status changes

    • An Account is added to Vitally

    • An Organization is added to Vitally

    • A user responds to the NPS survey

    • A user responds to a Custom survey

    • A new Custom Object is created

    • An Account's key role assignment changes

  • Indicator Activity

    • Any indicator becomes active at an account

    • Any indicator is resolved at an account

    • The {custom indicator} becomes active at an account

    • The {custom indicator} is resolved at an account

  • Segment Activity


    ​

    • An Account enters or exits any segment

    • An Organization enters or exits Segment

When configuring channel triggers, you can filter notifications by Account or Organization properties using the filter builder. There's no standalone User-property filter dimension for Slack rules. For Task, Note, Project, and Custom Survey Response events, you can additionally add object-specific filters scoped to that object (e.g. for Custom Survey Responses — Respondent, Submission date, and Survey Questions answers). NPS Survey Response events do not currently support event-specific filtering, and support Account/Organization filters only. Segment Events and Indicator Events support Account/Organization filters only, with no object-specific options.

Long Notes in Slack notifications

Slack limits how much text a single notification can display. If a Note’s title and body together are close to or over 3,000 characters, the Slack notification will show (note is too long to display in Slack) instead of the Note content. The Note title will still link to the full Note in Vitally, and the author, date, Account or Organization, and category will still show. The Note itself is not affected and can be any length in Vitally.

The character count is based on how the Note appears in Slack, not how it was typed in Vitally. Formatting, @mentions, and the link behind the Note title are converted for Slack and count toward the limit, so a Note can trigger this message even when its title and body add up to slightly under 3,000 characters.

If you need the full Note content to show in Slack, keep the title and body comfortably under 3,000 characters.

Integration Options for Enhanced Notifications

Zapier Integration

The Zapier integration enables users to create highly customized notifications. With this integration, you can define granular rules for when and how notifications are sent, offering flexibility to meet specific needs.

Managing Your Notification Preferences

To adjust or customize your notification preferences:

  1. Navigate to My Profile > Notifications in your Vitally account.

  2. Review the available setting options to suit your needs. These steps allow users to tailor notifications, ensuring they stay informed about what's important while minimizing disruptions.

App policies

Privacy Policy: https://vitally.io/legal/privacy

Terms of Service: https://vitally.io/legal/terms-of-service

Troubleshooting Slack Integration Setup Errors

If you encounter errors, such as JWT not present in vitally cookie or authentication issues when setting up Slack integration in Vitally, try the following steps:

1. Log out and log back into Vitally.

2. Clear your browser cache and cookies.

3. Use an incognito/private browsing window.

4. Ensure you're using the correct regional domain for your account (EU or US).

Authentication errors can occur if your account is on one server region (EU/US), but you're trying to connect from a different region's domain. Make sure you're logged into the correct regional domain for your account.

If you encounter an error message that an unexpected error occured when connecting a new Slack Workspace after disconnecting your old one from Vitally, you'll need to have a Slack Admin uninstall the Vitally App from your Slack instance first. Then, try connecting Slack from the integrations page. You can also try logging into Vitally from a private or incognito window first before attempting to connect your Slack Workspace.

If you're still receiving an error when connecting your Slack account to Vitally, it might be because your Slack instance requires all apps to be approved by Slack. Vitally is not an approved app, so you may need to reach out to your Slack Admin to approve the installation.

Did this answer your question?

Related Articles

Vitally Help Center