Plans and permissions:
- Create the API key for Nextiva: Admin role, or a custom role with Assembled API keys set to Create, edit, and delete API keys
Use the Nextiva integration to report, forecast, and build schedules on your Nextiva Contact Center (NCC) volume in Assembled. You create an Assembled API key, and then finish setup in NCC, which sends your conversations, agent states, and optionally team members to Assembled.
In Assembled, the Nextiva card on Configure > Third-party integrations links to Nextiva’s setup guide.
How the Nextiva integration works
- Conversations are sent to Assembled when the work item is completed or dispositioned, not while it’s in progress.
- History isn’t loaded. Conversations sync from when you set up the integration.
- Agent states are sent to Assembled about every 30 seconds, using the state names configured in NCC, including custom statuses.
- New team members in NCC aren’t created in Assembled automatically. After you add them to a mapped NCC profile, run Sync Users in NCC again.
- Existing team members: If your team members are already in Assembled, link them with Nextiva’s reconciliation workflow. Their emails in NCC and Assembled must match exactly.
- One integration per tenant: Each NCC tenant supports one Assembled integration.
Connect Nextiva
- In Assembled, go to Configure > Assembled API and select Create API key.
- In Name, enter a name you’ll recognize, such as
Nextiva, and select Create key. - Select Copy to clipboard. You can’t view the key again after you close the dialog.
- Finish setup in Nextiva Contact Center, following Nextiva’s guide, NCC - Assembled Integration.
Check that data is coming in
Once NCC is connected, data starts flowing into Assembled. To check conversations, go to Configure > Queues and exclusions or Report > Support volume.
Team members
If you chose to sync team members, their profiles appear in Manage team > People management.
Team members the integration adds don’t get a welcome email. To invite one, open their row menu on People management and select Send invite email. See People management.
Agent states
Assembled receives agent states from NCC as they happen. At least 24 hours after setup, all your valid agent states appear in Configure > Agent states, where you map how each one counts. See Agent state mappings.