Vitally

Connect AI agents to Vitally, the customer success platform, through 30 actions. Agents upsert accounts, users, and organizations by external ID, log conversations and NPS responses, create tasks and notes at renewal or risk milestones, and read traits and custom objects for health-based automations.

30 actions Basic auth available

Vitally website ↗ Platform Documentation ↗ Capability data verified 2026-07-27

Nightly sweep runs List NPS Responses for new scores

Agent isolates detractor scores with their verbatim feedback

Get Account reads health, MRR, and renewal timing for each detractor

Create Task opens a follow-up assigned to the account's CSM

Create Note pins the verbatim feedback to the account timeline

The CS channel gets the detractor digest with account context

The CSM decides the save play before any outreach goes out

What This Integration Enables

Vitally runs customer success on data: health scores, traits, lifecycle stages. But a health score is a model, and a model is only as good as what feeds it. The distinctive thing about this connector is that its account and user writes are built for feeding: Upsert Account and Upsert User key on your own externalId, so an agent can fire them on every billing event, every signup, every plan change, and never create a duplicate. Stale traits are a choice, not a constraint. FlowRunner agents keep accounts, users, and organizations synced from the systems that actually know the truth, log conversations and NPS responses onto the customer timeline, and open tasks and notes when accounts hit renewal or risk milestones. What agents do not do is run the save play. Deciding how to rescue an unhappy customer is a judgment call, and this platform's [human-in-the-loop](/concepts/human-in-the-loop/) steps put that call in front of the CSM with the evidence already assembled.

Without FlowRunner

Detractors age in a dashboard Low scores sit unread until the next QBR prep

Data drifts from billing MRR and lifecycle traits lag what finance already knows

Context scattered Support threads and NPS verbatims live outside the success platform

With FlowRunner

Same-day risk follow-up Every detractor becomes an assigned task with context attached

Traits stay current Billing and product events upsert accounts the moment they happen

One customer timeline Conversations, notes, and scores collect on the account record

Use Case Scenarios

Detractors get a same-day owner

A nightly agent pulls fresh scores with List NPS Responses and isolates the detractors. For each one it loads the account with Get Account, reading MRR, health context, and renewal timing, then opens a task for the owning CSM with Create Task and pins the customer's verbatim feedback to the timeline with Create Note. The digest posts to the CS channel in [Slack](/integrations/slack), worst first. For accounts inside a renewal window, the agent can also open a ticket in [Zendesk](/integrations/zendesk) so the follow-up survives channel noise. The CSM starts the day with a triaged list instead of a dashboard.

Billing truth flows into health scores

A payment settles in [Stripe](/integrations/stripe). The agent calls Upsert Account keyed by externalId, updating the MRR trait and merging it with existing traits rather than overwriting them, then logs the transaction on the timeline with Create Note. Because the upsert is idempotent, the same flow runs on every invoice without ever forking the account record. Health scores that weight MRR movement now move on the same day finance does.

Every touchpoint lands on the timeline

A customer books a call through [Calendly](/integrations/calendly); the agent logs it with Create Conversation against the right account. A shopper signs up in [Shopify](/integrations/shopify); Upsert User syncs them as an end user linked to their account, and Create Task queues a CS welcome touch. Meanwhile a reporting agent pulls churned accounts with List Accounts and writes them to [Google Sheets](/integrations/google-sheets) for the churn review. The Vitally timeline stops being what someone remembered to log and starts being what actually happened.

Human-in-Loop Highlight

Vitally's Delete Account destroys the record and cannot be undone. The API says use with caution, and the caution is warranted, because what dies with the account is the relationship memory: every note, logged conversation, and NPS response that explains why the customer left. That history is exactly the raw material a win-back campaign needs a year later. So when a data-hygiene agent proposes removing long-churned accounts, it does not delete. It posts the candidates to the CS lead with note and conversation counts per account and asks: "These 30 accounts churned over two years ago. Delete permanently, or export their timelines to the archive first?" The agent runs whichever answer comes back. Destroying customer memory is a decision a person makes once, not a step an agent repeats nightly.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via preferred channel

Human decides

Agent resumes with decision

Agent Capabilities

30 actions

Accounts

List Accounts Lists accounts with cursor pagination and lifecycle filters for active or churned. Used for health sweeps and churn reporting.
Get Account Retrieves an account by Vitally ID or externalId, including traits, health summary, and MRR. Used to load context before risk decisions.
Create Account Creates an account keyed by your externalId with custom traits. Used when a new customer appears in billing or product systems.
Update Account Updates supplied fields, merging traits with existing values. Used for targeted corrections.
Delete Account Permanently destroys an account record. Cannot be undone; gated behind human approval.
Upsert Account Creates or updates an account in a single idempotent call keyed by externalId. The workhorse for keeping Vitally synced with billing and product truth.

Users

List Users Lists end users with cursor pagination. Used for adoption sweeps.
Get User Retrieves a user by Vitally ID or externalId with email, accounts, and traits. Used before user-level actions.
Create User Creates an end user linked to at least one account. Used when signups introduce new people.
Update User Updates supplied user fields, merging traits. Used for enrichment.
Delete User Permanently deletes a user record. Cannot be undone; kept behind approval.
Upsert User Creates or updates a user keyed by externalId in one call. Used to sync end users from product and commerce systems without duplicates.

Organizations

List Organizations Lists organizations that group related accounts. Used to navigate parent-child account structures.
Get Organization Retrieves an organization with its traits. Used before group-level updates.
Create Organization Creates an organization to group related accounts, keyed by externalId. Used for multi-entity customers.

Tasks and Notes

List Tasks Lists CS tasks with pagination. Used to audit open follow-ups.
Get Task Retrieves a task with status, due date, and associations. Used before completion or reassignment.
Create Task Opens a to-do assigned to a team member and tied to an account. Used at renewal, onboarding, and risk milestones.
Update Task Marks tasks done, reopens them, or shifts due dates. Used as follow-ups resolve.
Delete Task Permanently deletes a task. Cannot be undone.
List Notes Lists notes tied to accounts. Used to review context before decisions.
Create Note Pins free-form context, call summaries, transactions, feedback, to an account timeline. Used so agent activity is visible where CSMs read.

Conversations and NPS

List Conversations Lists logged support and CS interactions with pagination. Used to review the communication history.
Get Conversation Retrieves a conversation with subject and associations. Used to load interaction detail.
Create Conversation Logs an interaction from an external tool against an account. Used to keep the timeline complete across channels.
List NPS Responses Lists NPS responses with scores and verbatims. The input for detractor triage.
Create NPS Response Records a score from 0 to 10 with verbatim feedback for a user. Used to centralize survey results collected elsewhere.

Structured Data

List Projects Lists structured customer initiatives like onboarding and implementations. Used to check delivery state before outreach.
List Traits Lists trait definitions available on accounts, users, and organizations. Used to discover valid trait names before writes.
List Custom Objects Lists records for a custom object type, such as licenses or subscriptions. Used to feed reporting and downstream workflows.

Frequently Asked Questions

What can FlowRunner do with Vitally?

FlowRunner agents can run List Accounts, Get Account, and Create Account in Vitally, plus 27 more actions.

Does connecting Vitally to FlowRunner require OAuth?

No. Vitally connects to FlowRunner with basic authentication (a username and password), no OAuth flow required.

Can Vitally trigger a FlowRunner workflow automatically?

Vitally doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.

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