Third-party integrations – Assembled

Plans and permissions:

Connect, reconnect, or disable an integration: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
Check an integration’s sync status: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations or Can view third-party integrations and related settings

Use the Third-party integrations page to connect your contact platform and other tools to Assembled, check that each one is syncing, and reconnect or disable it when something changes. Once your contact platform is connected, Assembled backfills your history and keeps syncing new data, so you can forecast, schedule, and track performance on it.

To open it, go to Configure > Third-party integrations.

Each platform’s setup guide is in the Integrations section.

Navigating Third-party integrations

Item	What it’s for
Search integrations	Finds an integration by name.
All, Connected, Available	Filters the page to every integration, the ones you’ve connected, or the ones you can add.
In use	The integrations connected for your whole company, with their sync status and settings.
Ready to connect	The integrations you can add. Knowledge sources for AI agents and Copilot are listed under AI products only.

How integrations work

Assembled reads data from the other platform with the account and permissions of the person who connected it. If that account is deleted, deactivated, or loses permissions, the integration stops syncing.
Most integrations connect through the other platform’s API, so your API usage on that platform goes up.
When you connect a contact platform, Assembled backfills your historical data, then keeps syncing new data.
Data from your contact platform powers metrics such as response time, and your volume forecasts. For platforms that send agent states, it also powers adherence on Monitor > Real-time agent analysis and the Agent scorecard.
Assembled links each person in Assembled to their user on the platform. You can see these links on the person’s profile in Manage team > People management, under Optional IDs.
If a platform isn’t listed, you can bring in its data with CSV uploads or the Assembled API. See Custom integrations.

Connect a contact platform

You need an admin account on the other platform for most integrations. Some platforms need extra preparation first, such as fields or permissions on their side, so check the platform’s setup guide in the Integrations section before you start.

Go to Configure > Third-party integrations and select Available.
Find the platform. You can enter its name in Search integrations.
Select the button on its card, such as Configure integration or Connect integration.
Follow the prompts. For most platforms, you sign in to the platform and approve access for Assembled, and then you return to Assembled. Others ask for an API key or other details on the card.

When it’s connected, the card moves to In use and shows a Connected tag. While Assembled backfills your history, the card shows Backfill in progress. When the backfill finishes, the card shows Backfilled until and how far back your data goes.

Check that an integration is syncing

Go to Configure > Third-party integrations and select Connected.
Find the integration’s card. It lists one row for each kind of data it syncs, such as Tickets sync or Agent states sync.
A green row is syncing. A red row has an error: hover over it to see the message from the platform.

A connected Zendesk card on Configure > Third-party integrations with the Connected tag, its sync rows, the domain and authorized scope, and Edit settings

An error such as 401 Unauthorized or 403 Forbidden usually means the account that connected the integration no longer has access. Reconnect it with an admin account. For other errors, or if data is missing even though the rows are green, see Missing or incomplete integration data.

Reconnect an integration with a different account

Do this before the person who connected an integration leaves your company or loses admin access on the platform, for example when your Zendesk admin changes roles. Another admin on the platform disables the integration and connects it again with their own account.

Important: Assembled stops syncing while the integration is disabled. Reconnect straight away to keep gaps in your data short. Assembled can’t backfill agent states for the time the integration was disabled.

Disable the integration.
Connect it again, signed in to the platform with the new admin account. See Connect a contact platform.

Disable an integration

Disabling an integration cancels all its current and future syncs. Data that’s already in Assembled stays.

Go to Configure > Third-party integrations and select Connected.
On the integration’s card, select the Edit integration menu (three dots), then Disable integration.
Select Disable to confirm.

The integration moves back to Ready to connect. To start syncing again, connect it again.