People management

Plans and permissions:

• Add, edit, or remove people: Admin or Manager role, or a custom role with Manage team set to Create, edit, or delete any person or Create, edit, or delete certain people
• View the list of people: Admin, Manager, Team Lead, or Standard role, or a custom role with Manage team set to View all people
• By default, Managers can add, edit, and remove only people with the Manager, Team Lead, Standard, or Basic role.
• With Create, edit, or delete certain people, you can manage only people with the roles your admin selected, and assign only those roles.
• Download CSV and Open in Google Sheets are available to Admins and Managers.

Use People management to add the people who use Assembled, set what they can access, and keep the details you schedule them by up to date, such as their site, teams, channels, and queues. You can add and edit people one at a time, in bulk, from a CSV file, from your contact platform, or with the API.

To open it, go to Manage team > People management.

Navigating People management

The page header also has:

• Add people: add people manually, from a CSV file, or from a connected contact platform. See Add people.
• Download CSV and Open in Google Sheets, in the More actions menu (the caret next to Add people): export the people that match your filters.
• Validate agent-event mappings, in the More actions menu, if you can edit people: emails you a CSV file of the scheduled events in the next 7 days whose event type is mapped to channels or queues the team member isn’t in.

To filter the list, choose values in a filter, or select Add filter to add another one. To see people who have been deactivated, set Status to Inactive.

How people and staffable team members work

• Everyone in People management has a Role, which sets what they can see and do in Assembled. See Roles and permissions.
• People you schedule are staffable. When you add someone, Allow this person to be scheduled is selected by default: keep it selected for anyone whose schedule you manage in Assembled.
• Only staffable people appear on the Staffing timeline and can have a site, shift pattern, channels, and skills.
• A staffable person appears on the Staffing timeline from their Start date until their End date, if they have one.
• Staffable people need at least one channel. To see a person’s case data in reports, select every channel and queue they work in.
• Agent states and adherence need the person’s ID from each contact platform, in Optional IDs.
• Schedule uploads match people by Imported ID, also in Optional IDs. Both ID fields are optional, but fill them in for every team member.
• Each email address can belong to only one person in your company. If you see an error that an email is in use, check whether you’ve added that person before; they may have been deactivated.

Add people

There are four ways to add people. All of the options in Assembled start from Add people.

When you add someone manually, Send this person an invitation email to sign up is selected by default, so Assembled emails them a sign-up link. The other ways don’t send invitations unless you choose to. See Send invitations.

Add a person manually

1. Select Add people, then Add manually. You can also press N.
2. Enter their First name, Last name, and Email, and choose a Role.
3. If you won’t schedule this person, clear Allow this person to be scheduled. It’s selected by default.
4. If they’re staffable, under Filters, choose at least one channel in Channels.
5. Fill in the other fields you need, such as Start date. See Person details.
6. If you don’t want Assembled to email them a sign-up link yet, clear Send this person an invitation email to sign up.
7. Select Add person.

The person appears in the list. If they’re staffable, they appear on the Staffing timeline from their start date. Without a start date, they appear right away.

Note: For Salesforce Service Cloud, use the 18-digit Salesforce user ID, not the 15-digit ID.

Import people from a CSV file

Use a CSV file to add many people at once, or to update people you’ve already added.

Important: Roles, sites, teams, queues, and skills in the file must already exist in Assembled. Set them up first, or the upload fails. To set up sites and teams, see Team member attributes.

1. Select Add people, then Import from CSV file.
2. If this is your first upload, select CSV template to download an example file, and fill it in. Keep a header row: the first row is read as column names, not as a person.
3. Drag your file into the dialog, or select Browse files….
4. Match each user field to a column in your file. Email and Role are required.
5. Select Upload.

When the upload finishes, you see People uploaded.

Keep in mind: Early on, you may want to upload just names, email addresses, and roles, then upload a second file with channels, queues, and other details once your setup is final. Set Send invite email to false until you’re ready for people to sign in. To see who has signed in, check the Last login column.

Import people from your contact platform

1. Select Add people, then Import from and the name of your platform, such as Import from Zendesk.
2. Select the people to add, then select Import people.
3. In Setup attributes, choose the Channels, and any Queues, Site, Teams, and Skills, for the people you selected. These apply to everyone you selected.
4. Select OK.

Importing doesn’t send invitations. Each person’s role is based on their role in the platform, shown in the Role column. For example, a Zendesk admin becomes an Admin in Assembled. Their platform ID and Imported ID fill in automatically, which can take up to 24 hours.

Add people with the API

To add people one at a time or in bulk, use the POST /v0/people endpoint.

Send invitations

People need an invitation to create a password and sign in, unless your company uses single sign-on (SSO).

• One person: in their row menu, select Send invite email.
• Several people: select the checkbox next to each person, then select Bulk actions > Send invites. In Invite people, select Send invites.

Edit people

Edit one person

1. Find the person with the search box or a filter.
2. Select their name to open Edit person. You can also select Edit in their row menu.
3. Change the fields you need.
4. Select Save changes.

The changes apply as soon as you save.

Edit several people at once

Use Bulk actions to make the same change for several people at once.

1. Select the checkbox next to each person.
2. Select Bulk actions > Edit people…, then the attribute to change, such as Channels, Queues, Role, Site, Skills, Teams, Shift patterns, or Working hours.
3. In the dialog, such as Edit channels, choose the values.
4. Optional: for Channels, Queues, Skills, or Teams, the values you choose are added to each person’s current ones. To replace them instead, select Replace existing, such as Replace existing channels.
5. For Working hours, choose a Start date and, if the change is temporary, an End date (optional).
6. Select Apply changes.

The change applies to everyone you selected right away.

Keep in mind: Bulk edits add or replace values, but don’t remove them. To remove a value from some people, edit each person.

Update people with a CSV file

Upload a CSV file the same way you add people from a CSV file. Assembled matches each row to an existing person by email address and updates them.

Important: Include each person’s current values in every column you upload. An empty cell can overwrite an existing value with a blank one.

For example: to change Sam’s first name to Samantha and their role from Admin to Standard, upload a row with the new first name and role, and keep their current values in the other columns.

Update people with the API

To update a person, use the PATCH /v0/people/:id endpoint.

Make a staffable person not staffable

Once someone is staffable, Edit person no longer shows Allow this person to be scheduled. To stop scheduling them, set an End date:

1. Select their name to open Edit person.
2. Choose an End date.
3. Select Save changes.

They stop appearing on the Staffing timeline after that date. To make them staffable again, remove the End date. If they’ve left your company, you can deactivate them instead. See Deactivate or delete people.

Deactivate or delete people

When someone leaves, deactivate them to keep their historical data, or delete them to remove it. To deactivate everyone you’ve selected, select Bulk actions > Deactivate. For the steps, and how to restore someone, see Deactivate, delete, and restore people.

Person details

These fields are on the Add person and Edit person panels.