Actions allow you to configure something that should happen once accounts/users match your rules on a set schedule.

For example, on the 1st day a Playbook is applied to an account, you can send an email to the account's owner. On the 3rd, you can create a task for the account's CSM. And on the 10th, you can send another email.

We'll be adding support for new actions on a continuous basis, with these actions currently supported.

Auto-assign a CSM/AE to the matched account

Allows you to auto-assign CSMs (Customer Success Managers) or AEs (Account Executives) to accounts.

Start a conversation with user(s)

Naturally, starting a conversation with the right user at the right account is a critical component to Customer Success, and this action helps you do just that! You can send an email via Gmail or Intercom, auto-send it from the account's CSM, send personalized messages (using user, account, and CSM variables), and even schedule conversations to start on a delay, which gives your team time to review pending conversations and make any needed edits.

Create an Indicator for the matched account

Indicators are automated alerts that detect significant opportunity or risk states accounts may transition in to. They can be assigned to teammates, manually silenced (by marking the Indicator as addressed), and more.

Add the account to a segment

Segments are organized subsets of your accounts, and you can use Playbooks to auto add and remove accounts to segments.

Create a task

Tasks are to-dos created for accounts and assigned to your teammates. With this action, you can ensure your team members complete specific activities for accounts exhibiting specific behaviors.

Update a custom trait

Custom traits help you track data points about your customers directly in Vitally. With this action, you can set the value of a custom trait automatically for accounts that match your rules.

A popular use case for this action is to map your plan names to their monthly cost, automatically setting an MRR trait for accounts based on the plan they're subscribed to.

Show users at the account Vitally's in-app NPS survey

Vitally's NPS for B2B SaaS (free) add-on is NPS rebuilt for Customer Success. When enabled, you can pair it with Playbooks to limit the users at accounts that should be shown a NPS survey.

For example, you could setup rules that filter accounts to just those on an annual deal that are renewing within 30 days. Add a 'Show NPS' action to your Playbook, and we'll only show the NPS survey to users at matching accounts!

Creating a Playbook

How to find the Playbooks builder