Setting up notifications in Assembled

Assembled can send you notifications in multiple channels to help you stay updated. Use this article to set up notifications so they work for you.

Notifications are available for Pro and Enterprise plan customers.

How do I get notifications about new time off requests?

You can set up this notification type in your personal settings. To turn it on:

1. From the Configure menu, select My settings.
2. On the Profile tab, you’ll find a section for Notifications.
3. Select the checkbox to activate time off request notifications.
4. Select Save changes. You’ll receive a notification any time someone requests time off. You can always turn this setting off later if you’re getting too many updates.

Send time off notifications to a Slack channel

Assembled doesn't have a built-in Slack notification for time off requests. As a workaround, you can post the notification emails to a Slack channel with Slack's email-to-channel feature: add a placeholder person in Assembled whose email address is the channel's email address, then turn on time off notifications for that person.

This isn't a native integration (i.e. the Slack post is the notification email, and managers still approve or deny in Assembled). It also adds an extra Team Lead person to your Assembled instance, and someone on your team needs to keep track of that account's login. You'll need admin access to Assembled and a paid Slack plan (all paid plans can create an email address for a channel).

1. In Slack, create an email address for the channel and copy it.

2. In Assembled, go to Manage team > People management and add a new person with the channel's email address. Set User role to Team Lead (the minimum role that can get time off notification emails), give the person a name that makes its purpose clear to your team, turn off Staffable agent, and click Save changes.

   

3. Send this person an invitation from Assembled. The invitation email appears in the Slack channel.
4. Open the invite link from that email in your browser, create a password, and log in as this person.
5. Turn on time off notifications for this person as described above: in My settings, on the Profile tab, tick Notify me when an agent submits a time off request in the Notifications section and click Save changes.

From then on, new time off requests are posted in the Slack channel, and agents don't need to pick this person from the Send request to drop-down. Managers click the link in the post to open the request in Assembled and approve or deny it.

Can I notify my team members when their schedules change?

Yes! To send notifications directly to your team members:

1. From the Configure menu, select Notifications.
2. Select the Staffing tab.
3. Choose which type of notification you’d like to set up first.
4. Select the Active option under that notification type to turn it on.
5. You can choose to notify the person with a Slack message (if your team’s Slack IDs have been added to their profiles) or by email — or both.
6. To test how the notification will look, select the Preview notification button.
7. When you’re ready, select the Save notification button to finish up. These notifications will be sent to everyone who has a schedule.

How do I get real-time alerts?

You can set up notifications to help you track the health of your queues and channels.

For example, you can receive notifications in Slack when there are more than a set number of new cases in a chat queue, when an agent in a crucial team is out of adherence for more than a few minutes, or when average first response time is longer than your SLA. Please note that notifications may be delayed by up to one minute.

First, customize thresholds for your live monitoring.

1. To do this, select Monitor in the navigation menu, and then select Real-time overview.
2. Open the Threshold settings tab. Here you can manage existing thresholds or set up a new one by selecting Create threshold.
3. Save each threshold when you’re done working on it. Learn about creating thresholds.

When your thresholds are ready, turn on notifications.

1. From the Configure menu, select Notifications.
2. Select the Realtime tab.
3. Select Create notification.
4. To start using the notification right away, set it to Active. You can also choose Inactive if you’d like to create a notification but not turn it on yet.
5. Name the notification. Use a descriptive name that can be understood by others — this name will sometimes appear in the actual notification message.
6. Choose which threshold you want alerts about.
7. Choose where you’d like to send the notification.
   1. For out of adherence thresholds: You can send notifications to a Slack channel or send a Slack message directly to the team member.
   2. For all other threshold types: You can send notifications to a Slack channel. The message will include a list of everyone who meets the threshold criteria.
8. Select Save notification to finish up. You’re all set!

Example: Get notified when agents spend too long in After Call Work (ACW)

If your contact center platform sends ACW as an agent state to Assembled, you can set up a notification that alerts managers whenever an agent has been in ACW longer than your desired limit (for example, more than 5 minutes).

Step 1: Create the threshold

1. Select Monitor in the navigation menu, then select Real-time overview.
2. Open the Threshold settings tab and select Create threshold.
3. Configure the threshold for the ACW agent state with your desired time limit (for example, more than 5 minutes in ACW).
4. Save the threshold.

Step 2: Turn on the notification

1. From the Configure menu, select Notifications.
2. Select the Realtime tab and select Create notification.
3. Set the notification to Active and give it a name.
4. Under When threshold is crossed, choose the ACW threshold you just created.
5. Choose the Slack channel where you'd like managers to be notified.
6. Select Save notification.

Note: State duration thresholds (like ACW) can only be sent to a Slack channel. If you'd like to notify agents directly, use an out-of-adherence threshold instead.

How can I customize real-time notifications in Slack?

You can set up notifications by turning on the Slack integration in Assembled. You’ll need to be an admin in both Assembled and Slack to set up the integration.

Not sure if you need this? Learn about what the Assembled Slack app can do.

Once the integration is active, you can choose to send messages to a public or private channel. Keep in mind that alerts about agent performance will include the person’s name, so you may want to send those messages to a private channel.

Notify a public channel

1. In Slack, open the channel you’d like to notify.
2. Select the channel’s name in the page title to open the channel details.
3. At the bottom of the channel details, you’ll find a Channel ID. Copy it, then open Assembled to finish up.
4. From the Notifications page, open the notification you’d like to customize.
5. Select the drop-down menu labeled Send a slack message to channel.
6. Select + Add a Slack channel.
7. Enter the channel ID and select Add channel. You’re done!

Note: When you add the channel, the Channel ID will be visible in the drop-down menu (not the Channel Name).

Notify a private channel

1. In Slack, open the private channel you’d like to notify.
2. Open the channel details, select Integrations, and add the Assembled app to the channel, if it hasn’t been added already.
3. Next, follow the steps to connect a public channel (above).

Notify a channel in another Slack instance

If your company is using multiple Slack instances, you’ll need to choose a primary one to connect to Assembled.

You can’t currently notify specific people in another instance. However, you can still receive Assembled notifications in a channel within your other Slack instance. To set this up:

1. In your other instance, open the channel you’d like to notify.
2. Share the channel with your primary Slack instance. Learn how.
3. In Assembled, open your Notifications page, edit your notification, and select + Add a Slack channel.
4. Add the shared channel you'd like to notify and save your changes.

How do I send notifications to Microsoft Teams?

To send Assembled notifications to Microsoft Teams, add the Assembled app to your Teams organization, then connect it in Assembled. You'll need to be an admin in Assembled, and a Microsoft 365 admin will need to approve the app's permissions for your organization.

Step 1: Add the Assembled app to Microsoft Teams

1. Go to the Microsoft 365 Marketplace and search for Assembled.
2. Add the Assembled app to your Microsoft Teams organization.

Step 2: Connect Microsoft Teams in Assembled

1. From the Configure menu, select Integrations.
2. Find the Microsoft Teams card and select Connect.
3. Sign in with your Microsoft account and approve the requested permissions. If you aren't a Microsoft 365 admin, ask your admin to approve them.

Step 3: Send a notification to a Teams channel

1. From the Configure menu, select Notifications, then open the notification you'd like to send to Teams.
2. Choose the team and channel.
3. To check how the message will look, select Preview notification.
4. Select Save notification.

Slack notifications aren’t working. What can I do?

If Slack notifications aren’t being sent directly to a specific agent, their Slack ID may be missing or incorrect on their profile in Assembled.

These IDs automatically sync to Assembled within 24 hours of integrating your Slack workspace. If needed, you can manually add Slack IDs one by one or by uploading them in bulk via CSV on the People management page.

To edit manually:

1. In Slack, find the person you’re trying to notify. Open their profile and select the three-dot icon to open the menu.
2. Select Copy member ID.
3. Go to Assembled and open the People management page.
4. Locate the same person, and select their name to open their profile details.
5. Check that the Slack ID field matches the ID you copied from Slack. If it doesn’t, paste in the correct ID and save your changes.

Teams notifications aren't working. What can I do?

• Check the Microsoft Teams card. From the Configure menu, select Integrations. If the Microsoft Teams card asks for permissions, a Microsoft 365 admin needs to approve them.
• Check that the app is still added. Make sure the Assembled app is still added to your Microsoft Teams organization.

Email notifications aren’t working. How do I fix them?

If your email notifications aren’t working as expected, first check which email address they’re being sent to. We’ll notify you and your team members at the email addresses listed under your profiles on the People management page.

If the email address is listed correctly, be sure to check your spam folder and look for any email rules your company may have created to help stop spam. These can sometimes block automatic messages like notifications from Assembled.