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Vitally Platform Help

Vitally平台帮助

Step 1 — Gather context

步骤1——收集上下文

If 
references/learnings.md
exists, read it first for accumulated platform knowledge.
Ask the user:
  1. What area of Vitally do you need help with?
    • A) Health Scores — building, weighting, or debugging composite scores
    • B) Playbooks & Automation — triggers, actions, conditions, not firing
    • C) Projects — onboarding templates, milestones, tracking progress
    • D) Integrations — Salesforce, HubSpot, Stripe, Segment, data not syncing
    • E) REST API — creating/updating accounts, users, tasks, custom objects
    • F) Dashboards & Reporting — building views, segments, metrics
    • G) Vitally AI — call summaries, transcripts, copilot features
    • H) NPS/Surveys — sending surveys, response collection, scoring
    • I) Notes, Tasks, Conversations — managing customer interactions
    • J) Custom Objects & Traits — extending the data model
    • K) Admin — team setup, roles, SSO, billing
  2. What CRM are you using? (Salesforce, HubSpot, neither)
  3. Which Vitally plan? (Tech-Touch, Hybrid-Touch, High-Touch, unsure)
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
如果存在
references/learnings.md
，请先阅读以获取积累的平台知识。
请询问用户：
  1. 你需要Vitally哪个领域的帮助？
    • A) Health Scores — 构建、权重设置或复合评分调试
    • B) Playbook与自动化 — 触发器、动作、条件、未触发
    • C) 项目 — 入职模板、里程碑、进度跟踪
    • D) 集成 — Salesforce、HubSpot、Stripe、Segment、数据未同步
    • E) REST API — 创建/更新账户、用户、任务、自定义对象
    • F) 仪表板与报表 — 构建视图、细分、指标
    • G) Vitally AI — 通话摘要、转录文本、副驾驶功能
    • H) NPS/问卷 — 发送问卷、收集反馈、评分
    • I) 笔记、任务、对话 — 管理客户互动
    • J) 自定义对象与特征 — 扩展数据模型
    • K) 管理 — 团队设置、角色、SSO、计费
  2. 你使用的是哪种CRM？（Salesforce、HubSpot、都不是）
  3. 你使用的是Vitally哪个套餐？（Tech-Touch、Hybrid-Touch、High-Touch、不确定）
**跳过规则：**如果用户的提示已包含足够上下文，直接跳至步骤2。

Step 2 — Route or answer directly

步骤2——路由或直接解答

Problem domainRoute to
Customer success strategy (health score methodology, churn playbooks, expansion)
/sales-customer-success {your question}
NPS/CSAT survey design or response rate optimization
/sales-customer-feedback {your question}
Salesforce/HubSpot CRM configuration (not Vitally-specific sync)
/sales-integration {your question}
Data enrichment for customer profiles
/sales-enrich {your question}
When routing, provide the exact command with the user's original question.
Otherwise, answer directly using the platform reference.
问题领域路由至
客户成功策略（健康评分方法论、流失Playbook、拓展）
/sales-customer-success {your question}
NPS/CSAT问卷设计或响应率优化
/sales-customer-feedback {your question}
Salesforce/HubSpot CRM配置（非Vitally专属同步问题）
/sales-integration {your question}
客户资料数据 enrichment
/sales-enrich {your question}
路由时，请提供包含用户原始问题的准确命令。
否则，使用平台参考资料直接解答。

Step 3 — Vitally platform reference

步骤3——Vitally平台参考资料

Read 
references/platform-guide.md
 for the full platform reference — modules, pricing, integrations, data model, workflows.
If the question involves API endpoints, also read 
references/vitally-api-reference.md
.
Answer the user's question using only the relevant section. Don't dump the full reference.
**阅读
references/platform-guide.md
**获取完整平台参考——模块、定价、集成、数据模型、工作流。
如果问题涉及API端点，还需阅读
references/vitally-api-reference.md
。
仅使用相关部分解答用户问题，不要输出完整参考资料。

Step 4 — Actionable guidance

步骤4——可操作指导

Focus on the user's specific situation. For health score questions, walk through indicator selection and weighting. For automation issues, trace the trigger→condition→action chain. For integration problems, check field mappings and sync direction.
If you discover a gotcha, workaround, or tip not covered in 
references/learnings.md
, append it there.
聚焦用户的具体场景。对于Health Scores相关问题，逐步讲解指标选择和权重设置。对于自动化问题，追踪触发器→条件→动作的链路。对于集成问题，检查字段映射和同步方向。
如果发现
references/learnings.md
未涵盖的注意事项、变通方法或技巧，请添加至该文档。

Gotchas

注意事项

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
  • Initial setup is the hardest part. G2 reviewers consistently flag the learning curve — plan 2-4 weeks for full data integration and health score tuning. Don't try to configure everything at once.
  • Health scores need 6-10 months before adjusting. Changing weights too early means you can't track trends. Start simple (4 indicators max), validate against actual churn, then refine.
  • Bidirectional CRM sync can create loops. If you push health scores to Salesforce AND pull Salesforce fields into health score inputs, test carefully to avoid circular updates.
  • Rate limit is 1000 req/min sliding window. The API returns 
    429
    when exceeded with 
    RateLimit-Remaining
    and 
    RateLimit-Reset
    headers. Batch operations via Postman bulk endpoints are available.
  • DELETE is permanent. Deleting an Account or Organization via API "permanently destroys the record and all data that exclusively belongs to it." No undo.
  • Custom trait updates are additive. Omitting a trait in a PUT request keeps its current value. To remove a trait, explicitly set it to 
    null
    .
  • Conversations API doesn't send messages. It creates/updates conversation records as reference points. It does NOT start conversations or send outbound messages to customers.
  • EU vs US data centers use different base URLs. US: 
    https://{subdomain}.rest.vitally.io/resources/
    , EU: 
    https://rest.vitally-eu.io/resources/
    .
  • Self-improving: If you discover something not covered here, append it to 
    references/learnings.md
    with today's date.
基于研究的最佳实践——请仔细查看，尤其是关于套餐限制功能和集成注意事项的内容，这些可能已过时。
  • 初始设置是最困难的部分。 G2评测者一致指出其学习曲线较陡——计划2-4周完成完整的数据集成和Health Scores调优。不要尝试一次性配置所有内容。
  • Health Scores需6-10个月后再调整。 过早更改权重会导致无法追踪趋势。从简单开始（最多4个指标），根据实际流失情况验证后再优化。
  • 双向CRM同步可能造成循环。 如果将Health Scores推送至Salesforce，同时又将Salesforce字段作为Health Scores的输入，请仔细测试以避免循环更新。
  • 速率限制为1000请求/分钟滑动窗口。 超出限制时API会返回
    429
    状态码，并附带
    RateLimit-Remaining
    和
    RateLimit-Reset
    响应头。可通过Postman批量端点执行批量操作。
  • DELETE操作是永久性的。 通过API删除账户或组织会“永久销毁记录及其专属的所有数据”，无法撤销。
  • 自定义特征更新为增量式。 PUT请求中省略的特征将保留当前值。要删除特征，需显式将其设置为
    null
    。
  • 对话API不发送消息。 它仅创建/更新对话记录作为参考点，不会发起对话或向客户发送出站消息。
  • 欧盟与美国数据中心使用不同的基础URL。 美国：
    https://{subdomain}.rest.vitally.io/resources/
    ，欧盟：
    https://rest.vitally-eu.io/resources/
    。
  • 自我完善： 如果发现此处未涵盖的内容，请添加至
    references/learnings.md
    并标注今日日期。

Related skills

相关技能

  • /sales-customer-success
    — Customer success strategy: health scores, churn prevention, onboarding, expansion, playbook design, CS platform comparison. Install: 
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-customer-feedback
    — NPS, CSAT, CES, VoC program design — survey methodology, response rates, closed-loop feedback. Install: 
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — Connect Vitally to CRM, billing, and analytics tools via native integrations, Zapier, or API. Install: 
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — Not sure which skill to use? The router matches any sales objective to the right skill. Install: 
    npx skills add sales-skills/sales --skill sales-do
  • /sales-customer-success
    — 客户成功策略：Health Scores、流失预防、入职、拓展、Playbook设计、CS平台对比。安装：
    npx skills add sales-skills/sales --skill sales-customer-success
  • /sales-customer-feedback
    — NPS、CSAT、CES、VoC项目设计——问卷方法论、响应率、闭环反馈。安装：
    npx skills add sales-skills/sales --skill sales-customer-feedback
  • /sales-integration
    — 通过原生集成、Zapier或API将Vitally连接至CRM、计费和分析工具。安装：
    npx skills add sales-skills/sales --skill sales-integration
  • /sales-do
    — 不确定使用哪个技能？该路由工具会将任何销售目标匹配到合适的技能。安装：
    npx skills add sales-skills/sales --skill sales-do

Examples

示例

Example 1: Health score isn't reflecting at-risk accounts

示例1：Health Scores未反映高风险账户

User: "My health score shows green for accounts that churned last month — what's wrong?"
Approach: Read platform-guide.md health scores section. Audit indicator selection — likely missing usage/engagement signals or weighting login frequency too heavily. Check if data sources (product analytics via Segment/Mixpanel, support tickets via Zendesk) are syncing correctly. Recommend adding a lagging indicator like "days since last login" and a leading indicator like "support ticket trend."
用户：“我的Health Scores显示已流失账户为绿色——哪里出问题了？”
处理方法：阅读platform-guide.md中的Health Scores章节。审核指标选择——可能缺少使用/参与信号，或对登录频率权重设置过高。检查数据源（通过Segment/Mixpanel的产品分析、通过Zendesk的支持工单）是否同步正常。建议添加“上次登录天数”这类滞后指标，以及“支持工单趋势”这类前置指标。

Example 2: Playbook automation not triggering

示例2：Playbook自动化未触发

User: "I set up a renewal playbook to create tasks 90 days before renewal but nothing happens."
Approach: Read platform-guide.md automation section. Check: (1) Is the 
nextRenewalDate
trait populated on accounts? (2) Is the trigger condition using the right field name (custom traits use 
vitally.custom.
prefix)? (3) Is the playbook active (not draft)? (4) Does the account match the segment filter? Walk through the trigger→condition→action chain.
用户：“我设置了续约Playbook，要在续约前90天创建任务，但没有任何反应。”
处理方法：阅读platform-guide.md中的自动化章节。检查：(1) 账户是否填充了
nextRenewalDate
特征？(2) 触发条件是否使用了正确的字段名（自定义特征需使用
vitally.custom.
前缀）？(3) Playbook是否处于激活状态（而非草稿）？(4) 账户是否符合细分筛选条件？逐步排查触发器→条件→动作的链路。

Example 3: REST API custom traits not updating

示例3：REST API自定义特征未更新

User: "I'm PUTting traits via the API but they don't show up in the UI."
Approach: Read vitally-api-reference.md. Check: (1) Trait keys must use the 
vitally.custom.
prefix from the Custom Fields admin panel. (2) Traits merge on update — omitted traits aren't deleted. (3) Verify the 
Authorization: Basic
header is correctly base64-encoded. (4) Check the response status — 
400
means malformed body, 
401
means auth issue.
用户：“我通过PUT请求更新特征，但在UI中看不到变化。”
处理方法：阅读vitally-api-reference.md。检查：(1) 特征键必须使用自定义字段管理面板中的
vitally.custom.
前缀。(2) 特征更新为合并模式——省略的特征不会被删除。(3) 验证
Authorization: Basic
头是否正确进行了base64编码。(4) 检查响应状态——
400
表示请求体格式错误，
401
表示认证问题。

Troubleshooting

故障排查

Data not syncing from CRM

CRM数据未同步

  • Check integration status. Go to Settings → Integrations and verify the connection is active (not disconnected or errored).
  • Check field mappings. Vitally only syncs whitelisted fields — verify the fields you expect are selected in the integration settings.
  • Check sync direction. Some fields are one-way (CRM → Vitally). If you need bidirectional sync, both directions must be explicitly enabled.
  • 检查集成状态。 前往设置→集成，验证连接是否处于激活状态（未断开或报错）。
  • 检查字段映射。 Vitally仅同步白名单字段——验证你期望的字段是否在集成设置中被选中。
  • 检查同步方向。 部分字段为单向同步（CRM → Vitally）。如果需要双向同步，必须显式启用两个方向。

Dashboards showing stale data

仪表板显示过期数据

  • Check data source refresh schedule. Integrations like Snowflake and BigQuery sync on a schedule (not real-time). Check when the last sync completed.
  • Check segment definitions. If a dashboard filters by segment, verify the segment criteria match your expectations — segments are recalculated periodically.
  • 检查数据源刷新计划。 Snowflake和BigQuery等集成按计划同步（非实时）。检查上次同步完成时间。
  • 检查细分定义。 如果仪表板按细分筛选，验证细分条件是否符合预期——细分会定期重新计算。

NPS surveys not being received

NPS问卷未送达

  • Check email delivery. Vitally sends NPS via connected email (Gmail/Outlook) or transactional providers (SendGrid/Mailgun). Verify the sending integration is connected and the sender isn't hitting limits.
  • Check throttling rules. Vitally may throttle surveys to avoid over-surveying — check if the user was recently surveyed.
  • Check user email validity. Verify the user record has a valid email and isn't unsubscribed (
    unsubscribedFromConversations: true
    ).
  • 检查邮件投递情况。 Vitally通过关联邮箱（Gmail/Outlook）或事务性邮件服务商（SendGrid/Mailgun）发送NPS问卷。验证发送集成是否已连接，且发送方未达到限制。
  • 检查限流规则。 Vitally可能会限制问卷发送以避免过度调研——检查用户是否近期已收到过问卷。
  • 检查用户邮箱有效性。 验证用户记录是否包含有效邮箱，且未取消订阅（
    unsubscribedFromConversations: true
    ）。