Organization Settings

Click Settings in the main navigation. The settings area is organized into tabs: Settings, Connections, Requests, Traits, and Members.

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Organization Profile

• Organization name — the display name used throughout the app.
• Domains — email domains associated with your organization (e.g., acme.com). Zudo uses these to distinguish inbound customer emails from internal replies when calculating email response times. Make sure your domains are accurate.

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Business Hours

Business hours control when your team is expected to be working. Only hours within this window count toward email response time calculations. Set your working days and hours in the Settings tab under Business Hours.

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Custom Traits

Custom traits let you define account properties beyond the built-in fields — contract tier, product line, onboarding status, or anything else you want to store and report on.

1. Go to Settings → Traits.
2. Click + Add Trait.
3. Set a name, key, and data type.
4. Save — the trait is now available on all account pages and in custom reports.

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Trait types

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Smart traits

Smart traits are formula-based computed fields. Define a JavaScript-like expression (e.g., traits.mrr / traits.employeeCount) and Zudo recalculates the value on a schedule. Smart traits support number, text, and boolean result types with optional formatting (decimals, prefix, suffix). Smart traits appear read-only on account pages and are available in Segments and Custom Reporting. All traits also appear as writable targets in Webhook Actions for automatic updates via Vitally Playbooks.

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Connections

The Connections tab is where you manage integrations. Each has its own configuration panel and can be toggled independently. See the Integrations overview for details on each one.

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Requests Settings

The Requests tab controls how feature requests behave in your organization — default status values and other request-related preferences.

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Email Summaries

Zudo can send daily and weekly summary emails to organization members. Summaries include active alert counts, open requests, tasks opened and closed, internal emails sent, accounts with activity, meetings held, and time spent in meetings.

• Daily summaries cover the last 24 hours (sent at 5:30 PM)
• Weekly summaries cover the last 7 days (sent Fridays at 4:00 PM)

Toggle these on or off from the organization settings — this is an org-wide kill switch. When off, no one in the org receives that email. When on, each member can additionally opt out from their Profile page. If a recipient is the CSM on at least one account, their summary is scoped to those accounts. Members who aren’t a CSM on any account get the org-wide view.

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CSM Assignment

Each account can have a designated CSM (customer success manager). The CSM gets the alert and notification emails for that account, has the account’s tasks routed to them by default, and sees the account’s activity reflected in their personal summary emails.

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Auto-assignment rules

In Organization Settings → CSM Assignment, define rules that auto-assign newly created accounts to a CSM. Each rule has a single condition — over the account’s name, MRR, or source (vitally, manual, csv_import, api) — plus a target CSM. The first rule that matches wins. Rules apply to manual creation, CSV import, API creation, and Vitally sync (on the create branch only — re-syncing an existing account never clobbers a manually set CSM).

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Fallback CSM

The fallback CSM receives notifications when an account has no assigned CSM. Without a fallback, alerts on unassigned accounts fall through to the integration owner (i.e., whoever connected Gmail).

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Bulk assign

The Bulk assign action one-shot assigns existing accounts to a CSM:

• All accounts — overwrite every account’s CSM in this org.
• Only unassigned — fill in just the accounts that don’t have one.
• Pick Unassign all in the picker to clear assignments instead.

This action cannot be automatically reverted, so confirm carefully.

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Daily Follow-Up

The Daily Follow-Up settings let you make the follow-up digest less noisy without losing the full in-app experience.

• Send daily follow-up digest emails turns the digest on or off for the whole organization.
• Digest sensitivity controls which lanes are emailed:
  • Important only emails the Owe Them Something and Bring Them News lanes. The Stay Close lane is hidden from email.
  • Standard and Comprehensive email all three lanes, including Stay Close.
• Accounts shown per email section caps how many accounts appear in each email section so the message stays short and scannable.

These settings only affect the email digest. The in-app Daily Follow-Up view on the Accounts page still shows the full sweep when a user opens it manually.

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