Plans and permissions:
- Create an API key: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys
- Upload conversations from a CSV file: Admin role, or a custom role with Upload conversations set to Can upload conversations via the upload page
Use a custom integration when a platform your team uses isn’t in Available integrations. The connection isn’t automatic, but you can usually still get the platform’s data into Assembled: through a platform that Assembled already supports, by sending it with the Assembled API, or by uploading it as a CSV file.
To create an API key for a custom integration, go to Configure > Assembled API.
Choose an option
| Option | Use it when | Work on your side |
|---|---|---|
| Through a supported platform | Your tool already sends its conversations into a help desk or CRM that Assembled supports. | None in Assembled. |
| Assembled API | You want the data to flow in continuously and your team can build the connection. | Engineering work to build and maintain it. |
| CSV upload | You need to bring in conversation history now and then. | Exporting and uploading files by hand. |
Bring data in through a supported platform
Some tools pass their conversations to a help desk or CRM before they reach Assembled. If your tool already sends its conversations to a platform Assembled supports, Assembled can often pick them up through that integration, with no custom work.
For example: your team handles social media conversations in Sprout Social and sends them to Kustomer. Assembled’s Kustomer integration supports social channels, so those conversations reach Assembled through Kustomer.
To check whether this applies to you, look in your tool’s own integration settings for a connection to a help desk or CRM in Available integrations.
Send data with the Assembled API
If your platform doesn’t route through a supported help desk or CRM, push its data into Assembled with the Assembled REST API. Most objects in Assembled are available through the API, including people, schedules, activities, forecasts, time off, and conversations.
What you can do with the API
- Manage people and roles: create, update, and deactivate team members.
- Send agent states: send team members’ real-time activity from any platform, for adherence tracking.
- Sync conversations: import or update conversation records in bulk.
- Get forecasts and actuals: compare them in your own reporting.
- Manage time off: read and respond to time off requests.
- Submit QA scores: send scores from any QA platform to the Agent scorecard.
- Get reports: pull adherence, ticket stats per team member, and handle time reports.
- Manage staffing requirements: read and write requirements for any queue or channel.
Build a connection with the API
Keep in mind: Building and maintaining the connection is engineering work for your team. Assembled provides the API and its documentation.
- Go to Configure > Assembled API and select Create API key.
- Enter a Name that says what the key is for, and optionally a Description, then select Create key.
- Select Copy to clipboard and store the key somewhere safe. Once you close the dialog, you can’t view the key again.
- Read the Assembled API documentation for the endpoints, authentication, rate limits, and data formats.
- Check your platform’s own API documentation to confirm what data it can export.
- Build the connection so it sends your case and volume data to Assembled on a regular schedule.
The API uses token-based authentication and has rate limits. Both are described in the API documentation.
To plan the work with our team before you start, book a session through Office hours.
Upload conversations from a CSV file
To bring in conversation data without building a connection, upload it as a CSV file.
- Go to Report > Support volume.
- Open the page’s menu (three dots) and select Upload conversations.
- Choose your file and follow the steps to match its columns to Assembled’s fields.
Request a built-in integration
To ask for a new built-in integration, go to Configure > Third-party integrations, select Get in touch at the bottom of the page, and tell us about the platform and how your team uses it.