Conversation uploads

Assembled will automatically backfill ticket data from your contact platform(s) that you've integrated with. If you wish to upload data from a platform that Assembled doesn't have a native integration with or upload data for backoffice work, for example, you can either upload data using our API or upload via CSV in the UI directly. 

Table of Contents 

Upload conversations via CSV upload 

Upload conversations via API

Associate your agents (relevant for either CSV or API method)

FAQs

Upload conversations via CSV upload 

This method allows you to upload conversation data directly from the Assembled UI. 

• Navigate to Uploads > Conversations.
• Use the format provided in the example template.
• Drag and drop your CSV file or click on Choose a file...and select a file.

• Map your columns from your file to the fields needed for Assembled.
• Map the required fields:  
  • Created at : "YY-MM-DD HH:MM:SS" format of created time of conversation. 
  • Import ID :A unique id to be able to differentiate and track your conversations.
  • Channel: One of "phone", "email", "chat", "social", "sms" or "back_office".
  • Status: Status of the conversation at the time of data transmittal. One of "open", "pending" or "solved"".
• Map the optional fields:
  • Assignee Import ID : Id of the agent that handled the conversation (usually agent Imported ID)
    • Note: To associate agents to their corresponding conversations in Team Performance and Agent Scorecard reports, please follow the steps in this section. 
  • First responded at: "YY-MM-DD HH:MM:SS" format of first responded time by an agent.
  • Handle time: Total time it took for an agent to solve the conversation (in seconds). 
  • Solved at: "YY-MM-DD HH:MM:SS" format of time the conversation was solved at.
  • Tags: Comma separated tags that can be used to map conversations to queues. 
    • Note: Assembled will only associate tags to queues if you have set up queues with queue rules. 
  • Queue: Name of queue in Assembled. 
    • Note: Assembled will only associate conversations to queues if you have set up queues. 
• Select the timezone of the date fields in your file. 
• Click Upload.
• You'll know the upload was successful when you see the green banner "The upload was successful!"
  

If you run into errors that you cannot solve, please reach out to our support team. 

Upload conversations via API 

This method allows you to upload conversation data via Assembled's API using the/conversations/bulk endpoint. Note that this is a bulk endpoint that accepts up to 1000 records in a single payload.

• Required fields:
  • created_at: Start time of the conversation in UNIX timestamp in seconds.
  • import_id: A unique id to be able to differentiate and track your conversations.
  • channel: One of "phone", "email", "chat", "social", "sms" or "back_office".
  • status: Status of the conversation at the time of data transmittal. One of "open", "pending", "solved" or "abandoned".
• Additional fields and functionalities:
  • queue: Unique identifier of the conversation queue. This allows bucketing tickets and generating queue-based forecasts and reporting. 
  • first_responded_at: Time of first response on the conversation in UNIX timestamp in seconds. This allows SLA tracking within Assembled.
  • solved_at: Time of conversation resolution on UNIX timestamp in seconds. This allows unlocking average handle time (AHT) within Assembled for synchronous channels.
  • assignee_import_id: Id of the agent that handled the conversation (usually agent Imported ID).
    • Note: To associate agents to their corresponding conversations in Team Performance and Agent Scorecard reports, please follow the steps in this section. 

Associate your agents (relevant for either CSV or API method)

If you'd like to unlock productivity reporting in Assembled (including Team performance and Agent scorecard reports), you'll need to associate unique agent identifiers to agents. You can do this either via the Assembled API using the PATCH /v0/people/:id (updating an existing user) or POST /v0/people (creating a new user) endpoints or via CSV upload.

• To do this via the API:  
  • the platforms field will be api
  • unique_identifier: This must be the same unique identifier used in the agent's imported_id field

• "platforms": {
          "api": "unique_identifier"

Once you add the agent_platform_id to at least one agent, you'll see the "API ID" field in all agents' profiles from the People page.

• To do this via CSV upload, add a column "API ID" to the CSV. 
• Fill in the column for all staffable agents. This should be the same exact id used in the 
• imported_id field.
• Map this column to the field API ID in the upload modal.

• Refresh your browser and you'll see the API ID field in agents' profiles. 

You can choose to continue adding API IDs from the API, CSV upload or directly via the UI.

FAQs

• Q: If I upload different information on the same Import ID will it create duplicate tickets?
  • A: No, if you upload information on the same Import IDs, Assembled will update the original information rather than duplicating. However, please note that the 'Created at' field cannot be updated through CSV re-uploads. If you need to modify the 'Created at' field (for example, if you made a mistake with the timezone during the initial upload), please contact support. 
• Q: I uploaded my file successfully, but cannot see the data in my reports. What's wrong? 
  • A: Assembled's reports are cached, therefore, you may need to wait 24 hours to see data in your reports. If you'd like data to show faster, please reach out to our support team.