Plans and permissions:
- Add-on: AI agents, billed separately
- Connect your CRM to Assembled: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
- Change the voice agent’s call transcript and handoff settings: Admin role, or a custom role with Voice agent settings set to Can edit voice agent settings
Use this article to understand how calls the voice agent handles end up as cases in your CRM, so your team has the full story of every call. Whether the voice agent resolves a call or transfers it to a person, the case includes a summary of the call, the transcript, and the details the voice agent collected. Who creates the case depends on how the call ends.
This applies to the voice agent with any telephony or CRM integration. For setup, see Voice agent.
How calls become cases
As soon as a caller connects, the voice agent talks with them and keeps a live transcript. The call ends in one of two ways:
- Contained: the voice agent resolves the issue, or the caller hangs up before reaching a person.
- Handed off: the voice agent transfers the caller to a person on your team.
Either way, the case gets:
- The call summary, written by the voice agent
- The full call transcript
- Other details about the caller and the call that the voice agent collected
To add the transcript, select Add transcript to ticket on the voice agent’s General tab.
Contained calls
When the voice agent handles a call from start to finish, Assembled creates the case when the call ends, with the summary, transcript, and caller details. Contained calls are documented the same way every time, without any work from your team.
Handed-off calls
When the voice agent transfers a call to a person:
- Your telephony or CRM integration, such as Zendesk Talk, Five9, or Amazon Connect, creates the case, as it does for any incoming call.
- The support team member who picks up sees the case in a screen pop.
- Assembled watches for new phone cases, and matches the case to the voice agent’s conversation using the call’s identifiers.
- Assembled adds the call summary, the transcript, and the call details to the matched case.
Your support team member sees one case with the whole conversation, including the part handled by the voice agent.
Salesforce
With Salesforce, the voice agent creates or updates a Salesforce Case for every call.
Before you begin
Connect Salesforce to Assembled in Configure > Third-party integrations. See Salesforce Service Cloud integration.
Contained calls in Salesforce
Assembled creates the Salesforce Case directly, through the Salesforce REST API, with the summary, transcript, and call details.
Handed-off calls in Salesforce
- Your telephony or CTI system creates the Salesforce Case when the call comes in.
- When a support team member answers, Salesforce shows the case in a screen pop.
- A Salesforce Apex trigger detects that the case was created from an incoming call, and notifies Assembled.
- Assembled matches the case to the voice agent’s conversation.
- Assembled updates the case through the Salesforce REST API with the summary, transcript, and call details.
Common telephony and Salesforce CTI setups include:
- Amazon Connect with Service Cloud Voice
- Genesys with Open CTI
- Twilio with Twilio Flex
- RingCentral with the RingCentral Open CTI app
These systems detect the incoming call, create the Salesforce Case, and trigger the screen pop.
Zendesk Talk
For Zendesk Talk, the voice agent’s calls are matched to the tickets Zendesk Talk creates using a Zendesk trigger that Assembled sets up. For the call routing setup, see Zendesk Talk setup for the voice agent.