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.

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.

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!

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.

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.

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.

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.

Still having trouble with notifications? Contact us for more help.

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