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Slack

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

Laura Bedoya avatar
Written by Laura Bedoya
Updated over 6 months ago

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 or person, 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.

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 Operations 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. Enter the Channel ID (here's how to find it)

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

  5. Select the Events you want to trigger notifications for

  6. Select whether the notification is triggered for All Accounts/Orgs or Accounts/Orgs 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.

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 should show as an option in your channels list on the Slack configuration page in Vitally.

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.

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 Settings (⚙️) by selecting your Account Logo and select My Profile from that 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
      ​

  • 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

You can also filter Slack messages to be sent if the associated item's Organization (e.g. the organization tied to a note) is in a specific segment. This is currently supported for Account segments, but not Organization segments.

App policies

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

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

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