Plans and permissions:
- Disable and connect contact platforms: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Upload forecast totals: Admin role, or a custom role with Upload forecast totals set to Can upload forecast totals via the upload page
Use this when your team is moving from one contact platform to another, so your forecasts and reports stay accurate through the switch. There are two ways to do it: migrate your historical data to the new platform (recommended), or keep your history where it is and upload a forecast for the weeks after the switch.
You connect and disconnect contact platforms on Configure > Third-party integrations. For how that page works, see Third-party integrations.
Choose a path
| Path | What happens to your history | Choose it when |
|---|---|---|
| Migrate historical data (recommended) | It moves to the new platform, and Assembled backfills it from there. | You can import your old data into the new platform. |
| Upload a forecast | It stays in Assembled as it is, from the old platform. | You can’t move your old data, or you’d rather not. |
Migrate historical data to the new platform
This path keeps all your history on the new platform, so forecasts and reports run on one source.
Important: Talk to our team before you connect the new platform. We pause the new platform’s backfill until the old platform’s data is removed, so the same tickets aren’t counted twice.
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Import all your data from the old contact platform into the new one. This keeps your history available after you stop using the old platform.
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Schedule a call with your Assembled contact to plan the switch.
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Connect the new platform, following its setup guide in the Integrations section.
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Disable the old platform: go to Configure > Third-party integrations, select the Edit integration menu (three dots) on its card, then Disable integration, and confirm.
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Contact our team to remove the old platform’s data from Assembled and restart the backfill from the new platform.
When the backfill finishes, your history in Assembled comes from the new platform only. For help planning this path, contact our team.
Keep your history and upload a forecast
This path leaves your history as it is and gives Assembled a forecast to use while the new platform builds up its own history.
Export your forecast
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Go to Report > Support volume and select the Forecasted vs actual tab.
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Choose a channel. Export appears once a channel is selected.
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Select Export > To CSV.
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Set Start time and End time to cover about four weeks from the day you plan to switch.
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Choose the Channel and Queues the new platform will handle, then select Export.
Repeat for each channel the new platform will handle.
Switch platforms and upload the forecast
On the day you switch:
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Go to Configure > Third-party integrations, select the Edit integration menu (three dots) on the old platform’s card, then Disable integration, and confirm.
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Select Available, find the new platform, and select the button on its card, such as Configure integration.
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Follow the new platform’s setup guide in the Integrations section.
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Go to Forecast > Manage forecasts and select Upload totals.
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Upload the file you exported, and match each field to a column in your file.
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Choose the Time zone your file uses, then select Upload.
Assembled uses the uploaded totals as your forecast for those weeks, while the new platform’s data builds up.