Vitally

Integrate your customer success platform data for comprehensive account insights.

Vitally integration brings your customer success platform data directly into Formata meeting briefs, providing comprehensive account health, engagement metrics, and customer journey insights. This optional integration is essential for teams already using Vitally as their primary customer success platform.

Why Vitally Integration Transforms Your Briefs

Vitally integration enriches your meeting preparation by providing:

• Account health scores and trend analysis

• Customer journey mapping and lifecycle stage information

• Product usage analytics and engagement patterns

• Risk indicators and churn prediction insights

• Success milestones and achievement tracking

• Team notes and activities from your CS platform

• Custom attributes and account-specific data points

For teams using Vitally, this integration ensures your meeting briefs include the complete customer success context you rely on for strategic account management.

What Formata Accesses

When you connect Vitally, Formata requests access to:

✅ Account information

• Customer account profiles and basic details

• Account health scores and status indicators

• Lifecycle stage and journey progression

• Custom fields and account attributes

✅ Engagement data

• Product usage metrics and activity levels

• Feature adoption and utilization patterns

• User behavior and interaction analytics

• Engagement trend analysis

✅ Success metrics

• Milestone achievements and goal progress

• Risk scores and churn probability indicators

• Expansion opportunities and growth signals

• Customer satisfaction and NPS data

✅ Activity records

• Team interactions and touchpoint history

• Notes and comments from CS team members

• Task completion and follow-up tracking

• Timeline of customer success activities

Formata operates with read-only access and never modifies account data, scores, or activities in your Vitally platform.

Setup Process

Setting up Vitally integration requires your Vitally subdomain and authentication credentials:

Step 1: Gather Required Information

Before starting, collect:

• Vitally subdomain: Your organization's Vitally URL (e.g., yourcompany.vitally.io)

• Basic Auth Token: Your Vitally API authentication token

Finding Your Vitally Subdomain

Your subdomain is the first part of your Vitally URL:

• If your Vitally URL is acmecorp.vitally.io, your subdomain is acmecorp

• If your URL is techsolutions.vitally.io, your subdomain is techsolutions

Getting Your Basic Auth Token

1. Log into your Vitally account

2. Navigate to Settings → API Tokens

3. Create a new token or copy an existing read-only token

4. Ensure the token has permissions for account and activity data

Step 2: Configure Integration

1. Navigate to the Integrations page in your Formata dashboard

2. Find the Vitally section

3. Click Add Vitally Integration

Step 3: Enter Credentials

1. Enter your Vitally subdomain (without .vitally.io)

2. Paste your Basic Auth Token

3. Click Test Connection to verify credentials

4. Click Connect to complete setup

Step 4: Confirm Connection

Once connected, you'll see:

• ✅ Vitally: Connected status in your integrations dashboard

• Your Vitally subdomain and connection details

Total setup time: 2 minutes

How Vitally Data Enhances Briefs

Formata intelligently incorporates Vitally data to provide comprehensive account context:

Account Matching

Customer identification:

• Email domain matching: Links meeting attendees to Vitally accounts

• Company name correlation: Matches calendar entries with Vitally account names

• Contact association: Connects individual attendees to broader account context

Data Prioritization

High-impact insights:

• Health score changes: Recent improvements or declines in account health

• Risk indicators: Churn probability and warning signals

• Engagement trends: Usage pattern changes and activity levels

• Milestone progress: Recent achievements or missed goals

• Team activities: Recent CS team interactions and notes

Vitally Data Categories

Account Health & Scoring

• Overall health scores with trend analysis

• Category breakdowns (usage, engagement, support)

• Risk assessment and churn probability

• Health score history and change indicators

Product Usage & Engagement

• Login frequency and session duration

• Feature adoption rates and utilization

• User activity patterns and behaviors

• Engagement benchmarks compared to cohorts

Customer Journey & Lifecycle

• Current lifecycle stage and progression

• Onboarding completion status

• Milestone achievements and upcoming goals

• Journey timeline and key events

Team Activities & Notes

• Recent interactions by CS team members

• Activity summaries and touchpoint history

• Internal notes and strategic observations

• Task tracking and follow-up items

Troubleshooting

"No Vitally data in briefs"

Check these common issues:

1. Account matching: Ensure meeting attendee email domains match Vitally account domains

2. Token permissions: Verify your API token has read access to required data

3. Subdomain accuracy: Confirm subdomain entered correctly (without .vitally.io)

"Vitally connection failed"

Authentication issues:

• Invalid subdomain: Double-check your Vitally URL format

• Expired token: Generate a new API token in Vitally settings

• Insufficient permissions: Ensure token has account and activity read access

• Network restrictions: Check if your organization blocks API connections

API Token Management

Token Security Best Practices

• Read-only permissions: Use tokens with minimal required permissions

• Regular rotation: Update API tokens periodically for security

• Access monitoring: Review token usage through Vitally's API logs

• Team coordination: Coordinate token management with Vitally administrators

Token Permissions Required

Minimum permissions needed:

• Account data: Read access to customer account information

• Activity data: Access to customer success activities and notes

• Metrics data: Read access to health scores and engagement metrics

• User data: Basic user and contact information

Managing Multiple Tokens

For team usage:

• Shared service token: Use dedicated integration token for team access

• Individual tokens: Each team member can use personal tokens if preferred

• Permission consistency: Ensure all tokens have consistent data access

Managing Your Integration

Updating Credentials

To change your Vitally connection details:

1. Go to Integrations in your dashboard

2. Click Configure next to Vitally

3. Update subdomain or API token as needed

4. Test the new connection before saving

Reconnecting

If your integration becomes disconnected:

1. Click Reconnect next to Vitally in your dashboard

2. Re-enter your credentials

3. Test the connection to ensure proper access

Disconnecting

To remove Vitally access:

1. Click Disconnect in your Formata integrations dashboard

2. Optionally revoke the API token in your Vitally settings

Note: Disconnecting Vitally will remove customer success platform insights from your meeting briefs but won't affect other integration data.

Integration Best Practices

For Customer Success Teams

• Token management: Use dedicated service tokens for team integrations

• Account organization: Maintain consistent account naming in Vitally for better matching

• Data hygiene: Keep Vitally account information current for accurate brief context

For Vitally Administrators

• API governance: Monitor token usage and maintain security standards

• Permission management: Ensure integration tokens have appropriate access levels

• Data quality: Maintain accurate account and contact information for better matching

Next Steps

Once your Vitally integration is connected:

1. Schedule a test meeting with a customer who has an active Vitally account

2. Review enhanced briefs to see customer success data in context

3. Optimize account matching by ensuring consistent naming conventions

4. Combine with other integrations for complete customer intelligence