Product Tips & Updates

New in Vitally: Auto-schedule editable, personalized conversations with the right accounts

Jamie DavidsonApr 03 2019
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Striking the perfect balance of manual vs. automated customer engagement can be difficult. A fully-automated solution typically leads to copy errors, impersonal emails, and poor response rates, while a fully-manual solution is inefficient and difficult to manage.

With our new Conversations feature, you can now create rules that auto-schedule conversations at the right times. You can even review scheduled conversations, make manual edits, and start 1-1 or group conversations directly from Vitally. Let's dig in!

Tools supported

You can send emails to accounts in Vitally via Gmail and Intercom. If you currently have either of those integrations enabled in your Vitally account, you must disable and reenable the integration in Vitally to give us permission to send emails on your behalf.

Auto-scheduling conversations

Ok, on to the new features! First, in our Rules feature, you'll see a new Action you can auto-run as accounts match your rules: "Start a conversation with user(s) at the account".

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When scheduling conversations, you have a variety of options:

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  • Sender + channel: Choose between Intercom or Gmail. Note that only users with the integration enabled are displayed.
  • Auto-send from the account's CSM: If this option is selected, we'll automatically send the message from the account's CSM when possible!
  • Audience: When an account matches your rules, we can start a conversation with just the account's owner, all users at the account, or specific users that match additional rules you can define.
  • Message: When defining the message to send, you can create a new message or use predefined templates (templates are another new feature in this release 😉). You'll also have access to user, account, and CSM variables when defining your message, letting you create a personalized email optimized for a response :)
  • Delay: Conversations can also be scheduled to start on a delay. This delay gives your team time to review pending conversations and make any changes needed (more on that below).

Reviewing and editing scheduled conversations

As your conversations get auto-created by rules, rather than sending the conversation immediately, we instead create a "pending" conversation using the delay you configure. To view your pending conversations, simply navigate to the (new) Conversations->Pending view.

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As you review conversations, if you'd like to tweak the message prior to the user receiving it, simply click the Edit icon.

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Oh, and like all our other views, the list of pending conversations can be filtered down to include those linked to customers within any subset 💪

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Starting conversations with direct accounts or users

The perfect communication strategy balances automated with direct engagement, which is why you can also now start direct conversations with specific users or accounts! To do so, when browsing accounts or users, simply select those you'd like to message and click the Start a Conversation icon in the top right.

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When starting a direct conversation, you have access to the same set of features as described above: e.g. templates, specific send dates, dynamic senders, etc.

Browsing all active conversations (and replying to them from Vitally)

Once a conversation is sent, it becomes an 'active' conversation you can view in Vitally. And with the new Conversations->Active view, you can now browse ongoing conversations across any subset of accounts 😍

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☝️ That form at the bottom of conversations up there - that lets you directly reply to the conversation from within Vitally. That way, you no longer need to jump to another tool to respond to a conversation you are already looking at in Vitally!

Other updates

Templates

As mentioned above, you can now create reusable message templates in Vitally, complete with user, account, and CSM variables that get auto-replaced with the user/account/CSM associated to the conversation.

Sending windows

No one wants an email at 3AM - it's often a sign that the email is automated (or that the sender has insomnia). To ensure conversations you start are sent at reasonable times, you can now define a custom sending window for each day of the week. If configured, we'll only send emails during the window configured for that day.

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Message signatures

In your profile settings, you can now define a signature that we'll auto-add to all messages sent from your account.

Zapier triggers for new NPS responses & created notes

We also added new triggers to our Zapier integration - one for new NPS responses (see our previous release) and another for new notes created within Vitally.

Sync your Intercom product events into Vitally

We've updated our Intercom integration and added support for syncing your Intercom product events into Vitally! When configured, we'll listen for new product events tracked via Intercom and will auto-create them in Vitally associated to the correct user/account.

Multi-currency support for your revenue

We also now have support to render your revenue in your home currency. To adjust your currency from the default USD, simply navigate to your account's Settings and select your desired currency.

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User views

We've extended our Views feature to work with Users. Additionally, default Views are now set directly on your Vitally user account and are no longer applied to all users, so everyone can now have their own default View!

User custom traits

Similarly, we've extended our "Custom Traits" feature to also work with Users. This allows you to add new traits to your users (e.g. phone number, job role, etc). Like all traits in Vitally, you can sort and filter by these new custom traits.

CSM traits

Along those lines, since our new messaging functionality can dynamically send emails from each account's CSM, we thought it'd be useful to allow you to add CSM-specific details to each message. Thus, we've also extended our "Custom Traits" feature to work for your team profiles!

For example, let's say you want to auto-send conversations from the CSM, and you'd like to have each message include a Calendly link for the sender at the end of that message. To do so, just create a new Custom Trait for your team and then have your team members update their traits to include that link. You'll then be able to reference that trait when defining your templates and messages.

Background events

Lastly, you can also now identify specific events as "background" events. "Background" events are non-product events - we track them like we do for all events, but we ignore them when updating default product metrics like the account's last seen timestamp.


That's it for this release! As always, don't hesitate to let us know what you think. We are always available at success@vitally.io

Tags

Customer SuccessStrategy