Slack
Vitally’s Slack integration cuts through the noise so your Customer Success is about making customers successful instead of digging through piles of data.
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
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.
Don’t waste time fiddling with settings. Just choose a channel or person, select your event (don’t worry, it’s a dropdown), and hit go.
To enable the Slack integration, navigate to Integrations -> Slack in your Account Settings (get there via Quick Jump).
Simply click the toggle in the top right and then click the "Add to Slack" button. You'll be prompted to authenticate your Slack account in Vitally
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. When you connect your Slack Workspace, we'll look for a user in the Workspace associated with the same email as your Vitally account and automatically connect that user account. Simply navigate to your Notifications page to connect your user account. Once your account is connected, you'll be able to turn on personal notifications with the switch on that page.
For Personal Alerts, the available triggers are documented below:
A playbook assigns one or more tasks to you
A teammate assigns a task to you
A playbook assigns one or more Risk or Opportunity Indicators to you
A teammate assigns a Risk or Opportunity Indicator to you
A playbook designates you the CSM or Account Executive for one or more accounts
A teammate designates you the CSM or Account Executive for an account
A teammate @ mentions you in a task or note
Vitally account admins can also configure Slack notifications to be sent to any public channel in your connected Slack Workspace. To configure your channel notifications, navigate to Settings → Integrations → Slack. From there, you can configure the channels you want to send notifications to, and the specific set of notifications you'd like to be notified of.
Take note of the toggle that allows you to select whether the notification is triggered for All Accounts or Accounts in specific segment(s). Selecting the second option will allow you to specifically designate segments of your customers that you want to receive notifications about. 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.
For Channel Alerts, the available triggers are documented below:
A new note is created
A new task is created
A task is marked complete
An account is added to Vitally
A user responds to the NPS survey
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
An account enters or exits any segment
An account enters or exits the {custom segment} segment
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 invite the Vitally bot to the private channel by mentioning it (via @Vitally). Once the bot has access to the private channel, that channel should show as an option in your channels list on the Slack configuration page in Vitally.
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