Vitally

Unthread’s Vitally integration syncs customer conversations from Unthread into Vitally so your customer-facing teams can see support history alongside each customer profile.

What the Vitally Integration Does

With Vitally connected, Unthread can:

• Automatically create Vitally conversations when new Unthread conversations are created
• Sync follow-up messages into the matching Vitally conversation
• Show customer conversation history in Vitally without leaving your customer success workflow

Installation

To connect Vitally:

1. Go to Settings → Apps & Integrations in Unthread.

2. Select Vitally.

3. Enter your Vitally Subdomain.

   For example, if your Vitally API URL is your-company.rest.vitally.io, enter your-company.

4. Enter your Vitally API Key.

   Use the Basic API key value only. Do not include the Basic prefix.

5. Enter a Default Admin Email.

   This should be the email address of a Vitally admin. Unthread uses this admin when it cannot identify a specific assigned teammate.

6. Click Connect to Vitally.

Unthread validates the subdomain and API key during setup. If validation fails, double-check the subdomain, API key, and permissions.

How Conversation Sync Works

When a new Unthread conversation is created, Unthread creates a matching conversation in Vitally.

The Vitally conversation includes:

• The Unthread conversation ID as the external ID
• The conversation title or initial message as the subject
• The initial message body
• Sender and recipient information based on matching Vitally users/admins

For customer messages, Unthread looks up the sender as a Vitally user by email. For support team messages, Unthread looks up the sender as a Vitally admin by email.

How Message Sync Works

After the conversation is created, new messages are synced into the existing Vitally conversation.

Unthread maps message direction like this:

• Customer replies are synced from a Vitally user to a Vitally admin
• Support replies are synced from a Vitally admin to a Vitally user

For this to work reliably, the relevant people must exist in Vitally with matching email addresses.

Default Admin Email

The Default Admin Email is used when Unthread needs a fallback Vitally admin for a conversation.

This is especially helpful when a new conversation has not yet been assigned to a specific support teammate. The default admin should be an active Vitally admin account.

Things to Know

• Vitally users and admins are matched by email address.
• Unthread does not create Vitally users or admins automatically.
• Existing Unthread conversations are not backfilled automatically when the integration is first connected.
• Conversation and message sync runs in the background, so it should not interrupt the Slack support workflow.
• Message text is synced; files, attachments, and message edits are not currently synced.
• Changes made in Vitally do not update the Unthread conversation.

Troubleshooting

The integration will not connect

Check that:

• The subdomain is entered without .rest.vitally.io
• The API key is entered without the Basic prefix
• The API key has access to Vitally users, admins, and conversations
• The default admin email belongs to a Vitally admin

Conversations are not appearing in Vitally

Check that:

• The integration was connected before the conversation was created
• The customer submitter exists in Vitally as a user
• The assigned teammate or default admin exists in Vitally as an admin
• The Unthread conversation has an initial message with a sender email

Follow-up messages are missing

Check that:

• The sender exists in Vitally with the same email address
• The customer exists as a Vitally user
• The support teammate exists as a Vitally admin
• The conversation is assigned to a support teammate when syncing customer replies