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


Vitally’s Slack integration cuts through the noise so your Customer Success is about making customers successful instead of digging through piles of data.

Channel Slack 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 or person, select your event (don’t worry, it’s a dropdown), and hit go.

Enabling the 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.
How-To Visual
  1. 1.
    Navigate to your Settings (⚙️) at the bottom left of the left panel
  2. 2.
    Navigate to Integrations under Data Management
  3. 3.
    Select Slack
  4. 4.
    Turn on Slack
  5. 5.
    Enter the Channel ID
    1. 1.
      Note that if the channel ID is incorrect you'll see an error
  6. 6.
    Select the Events you want to trigger notifications for
  7. 7.
    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.

Setting up Personal Alerts

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.

Available triggers for Personal Alerts

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

Available triggers for Channel Alerts

For Channel Alerts, the available triggers are documented below:

General Activity

  • 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

Indicator Events

  • 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 Events

  • An account enters or exits any segment
  • An account enters or exits the {custom segment} segment

Sending notifications 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 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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