Vitally

Sync Thena requests to Vitally

Overview

The integration between Thena and Vitally transfers customer requests from Thena to Vitally. This enables Vitally users to view customer requests from Slack, Email, Web, and Microsoft Teams directly within Vitally.


Steps to configure

  1. Generate API URL and Basic auth header on Vitally documentation.
  2. Set up Vitally credentials on the Thena web app.

Generate an API token on Vitally

Enable Vitally REST API to generate the Basic Auth Header following the steps outlined in the Vitally documentation.

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If the Vitally REST API has already been enabled, do not regenerate the auth header; the existing URL and auth header can be used.

Setup the Vitally credentials on the Thena web app

Go to the The Thena Web App and click on 'Add Integration' under Vitally. You will see a modal as shown below.

  • Click on Connect on the top right of the modal.
  • Enter the API URL and authentication details generated on Vitally and click Continue.
  • Enable both the configurations to push requests and update existing requests on Vitally.

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One Vitally instance can be integrated with a single Slack workspace.


View requests on Vitally

  1. Navigate to the respective Organization or Account in Vitally.
  2. Thena creates a custom object called "Thena Requests".
  3. All requests raised by customers belonging to the Organization/Account would appear under "Thena Requests".

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It may take upto 10 minutes in some cases to sync requests with Vitally.

Thena request traits

Vitally traitData typeDescription
NameStringThis is the standard name of the object instance. (Eg: Thena Request ID: 135)
AI TagsStringThena AI Tags corresponding to the request
Assigned ToStringUser who the request is currently assigned to
CSATTextareaCSAT rating on the closed request (if any)
Customer ThreadTextareaSlack communication on the external channel
Custom Tags And CategoriesStringCustom Tags and categories set by you in Thena.
These are created as separate fields. Eg: If you have a custom category of Product with the values of Request Management and Marketing Automation, we will create the field of name Product.
Internal ThreadTextareaInternal collaboration on Slack triage channel
Message TextTextareaCustomer message which initiated the request
PermalinkStringSlack permalink of the message which initiated the request
Request Closed AtDatetimeRequest closure timestamp
Request Closed ByStringUser who closed the request
Request Created AtDatetimeRequest creation timestamp
Request Internal Notification LinkStringSlack permalink to the triage channel against the request
RequestorStringCustomer user who raised the request
Request Updated AtDatetimeTimestamp to any updates on the request on Slack or Thena
Request Web LinkStringLink to the request on Thena web app
SentimentStringSentiment corresponding to the request on Thena
StatusStringStatus of the request on Thena
SummaryTextareaThena generated summary of the request
Thena Request IdNumberThena corresponding request ID
TitleTextareaThena generated title of the request
UrgencyStringUrgency of the request on Thena

Conditions for linking requests

Below are the scenarios of linking the request with Accounts or Organizations based on User presence.

User Organization presenceUser Account presenceRequest sync status
Single OrganizationSingle AccountSync request with Organization and Account
Single OrganizationNo AccountSync request with only Organization
Single OrganizationMultiple AccountsSync request with only Organization
No OrganizationSingle AccountSync request with only Account
No OrganizationNo AccountNo sync*
No OrganizationMultiple AccountsNo sync*
Multiple OrganizationsSingle AccountSync request with only Account and the Organization that the Account is linked to.
Multiple OrganizationsNo AccountsNo sync*
Multiple OrganizationsMultiple AccountsNo sync*

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*No sync: This customer request will not be synced with Vitally.


FAQ

Do I need to create the custom object or the custom fields in Vitally?

No, once you integrate Thena with Vitally, we take care of all the object and instance creation for you.

How often are the requests synced from Thena to Vitally?

Requests are synced with Vitally in near real time when updates are made to the request (change of status/CSAT/assignee etc). However, it may take up to 10 minutes in some cases for the request to appear on Vitally.

Note : New conversations in customer or internal threads are synced only when the request metadata is updated (change of status/CSAT/assignee etc).

If I make a change in any of the fields on Vitally, will it reflect back in Thena?

No, this connector supports sync of requests from Thena to Vitally and not vice versa.

Does Thena sync requests retrospectively?

Thena's connector is designed to be forward-looking. Therefore, only the requests created after the integration has been established are synchronized with Vitally. Any requests before the integration will not be synced in Vitally.

What happens if the user who sent the message in Slack is not a user on Vitally?

If the user who sent the message in Slack is not linked to any of the Accounts or Organizations in Vitally, we follow the steps below:

  • Fetch the email domain of the user - e.g., [email protected] sent a message -> Email domain is thena.ai
  • Search Vitally for any Account or Organization that has a user with the same email domain of thena.ai -> e.g., You got an Account named Thena.
  • Create a user in Account Thena with the name Harsh and email as [email protected]
  • Send the request data to Vitally and link it to this user and Account.

What happens if the user who sent the message in Slack is not a user in Vitally and has NOT shared the email address on Slack?

If the user who sent the message in Slack is not linked to any of the accounts or organizations in Vitally, the request is not synced.

What happens if I do not have an Organization or Account in Vitally for the channel in Slack?

If the user who sent the message in Slack, which was converted to a Thena request, does not exist in Vitally, we first try to create the user in Vitally based on the above steps. However, if no Organization or Account is found, we do NOT send the request data from Thena to Vitally as it would NOT be linked to any Organization or Account.

Few of my custom fields are not appearing in Vitally?

Thena creates the traits for the custom object in Vitally at the time of integration and if you have created a new custom field post integration, it is not automatically created in Vitally. In order for this new custom field's data to be synced with Vitally, please create a trait for the custom object in Vitally via Vitally Settings -> Trait -> Custom Object trait.

Ensure that the name of the field is the same in both Thena and Vitally.