How Assembled Voice Agents Interact with your CRM

When using Assembled’s Voice AI with any telephony or CRM integration, it’s important to understand how calls are processed and how cases are created. This article explains the full flow—from the moment a call begins to the creation or enrichment of a support case.

Overview

Assembled’s Voice AI captures and processes the customer conversation in real time. Regardless of how the call concludes, Assembled ensures that a case is properly created or updated with all relevant information.

1. Live Call Flow

As soon as a caller connects:

• The Assembled AI agent engages with the caller, collecting a live transcript throughout the interaction.

• The call can end in one of two ways:

  • Contained – the caller’s issue is resolved or the caller hangs up before reaching a human agent.

  • Handed Off – the caller is transferred to a human support agent for further assistance.

2. What Must Be Captured in Every Case

Whether a call is contained or handed off, Assembled ensures that the resulting case includes:

• Call summary generated by the AI agent

• Full call transcript

• Additional customer or call metadata collected during the interaction

3. Contained Call Path

For calls fully handled by the AI agent:

1. Assembled automatically creates a case once the call ends.

2. The case is populated with the summary, transcript, and all relevant details about the caller and interaction.

This ensures contained conversations are documented consistently without requiring manual agent intervention.

4. Handed-Off Call Path

When a caller is transferred to a human support agent:

1. The CRM or telephony integration (e.g., Zendesk Talk, Five9, Amazon Connect) creates the case.

2. A screen pop appears for the agent as soon as they pick up the call.

3. Assembled monitors for newly created phone-call cases, matching them to the Voice AI conversation using call identifiers.

4. Once matched, Assembled enriches the detected case by adding:

   • The call summary

   • The conversation transcript

   • Any additional call metadata

This ensures agents have a unified, enriched record of the full customer interaction.

For more information on CRM-specific integration, refer to the specific articles for your platform.