Setting Up Integration Fields – Assembled

What are Integration Fields?

Integration fields automatically populate custom fields in Salesforce or Kustomer when a chat conversation is handed off to a live agent. Information collected during the chat gets stored in Smart Fields in Assembled, then automatically written to your platform's custom fields.

Example: A customer provides their account number during chat → Assembled saves it in a Smart Field → When handed off to an agent, the account number appears in the Salesforce case's "Account Number" field.

How It Works

1. Create Smart Fields in Assembled to hold customer information (like "Priority Level" or "Account Number")
2. Import your platform custom fields as Integration Fields
3. Connect Smart Fields to Integration Fields so Assembled knows which data goes where
4. Collect data during conversations via workflows or handoff forms
5. Automatic handoff writes Smart Field values to your platform fields

Setup Steps

Step 1: Create or Configure Smart Fields

1. Go to Settings > Info Fields > Smart Fields
2. Create a new Smart Field
   • Name: What you'll call it in Assembled (e.g., "Customer Priority")
   • Type: Text, Number, True/False, or Dropdown
   • Description: What information this field contains

Tip: Choose descriptive names that make sense to your team.

Step 2: Import Your Platform Fields

1. Go to Settings > Info Fields > Integration Fields
2. Click Import from [Salesforce/Kustomer]
3. Select which custom fields you want to use
4. Click Import

Assembled creates an Integration Field for each selected platform field.

Step 3: Connect Smart Fields to Integration Fields

1. Within Settings > Info Fields > Integration Fields
2. Click on the Integration Field you want to configure
3. In the Input Fields section, select which Smart Field(s) should populate this platform field
4. Save the Integration Field

Step 4: Collect Data in Conversations

Choose how you want to collect information:

Option A: Workflows

• Create a workflow that gathers/populates the Smart field either through a "Guide" or "Collect Information" step
• Set instructions like "Ask for the customer's account number"
• Select which Smart Field to store the answer in
• End the workflow with a a "Handoff" step

Option B: Handoff Forms

• Go to Chat Settings > Handoff
• Under "Collect customer information," add Smart Fields you want users to fill out
• These fields will appear as a form when escalating to an agent

Option C: Authenticated User Data

• Go to Chat Settings > Setup
• Under "User data mapping" map data from your authentication (like email, account ID) to Smart Fields
• This data automatically populates when users are logged in and using the Chat

Step 5: Test It

1. Start a test chat conversation
2. Collect information into your Smart Fields (either via workflow or manually)
3. Hand off the chat to an agent
4. Check your platform (Salesforce/Kustomer) to verify the custom fields are populated

Example Setup: Customer Account Tier

Goal: Automatically populate a customer's account tier in Salesforce during chat handoff.

Setup:

1. Smart Field: Name: "Account Tier", Type: Dropdown, Options: Free, Premium, Enterprise
2. Integration Field: Import Salesforce field "Account_Tier__c"
3. Connect: Edit "Account_Tier__c" integration field → Select "Account Tier" smart field → Map values: - Free → tier_free
   • Premium → tier_premium
   • Enterprise → tier_enterprise
4. Workflow: Create "Collect Information" step → Ask "What type of account do you have?" → Store in "Account Tier" (selected under 'Information to collect')
5. Test: Run a chat, answer "Premium", hand off → Salesforce case shows tier_premium in Account_Tier__c field

Important Notes

• All Smart Fields with connections get written to your platform at handoff, not just the ones in handoff forms
• Empty fields are skipped - if a Smart Field has no value, it won't update the platform field
• Timing: Data is written when the case is created during handoff
• Field location: For Salesforce, make sure your custom fields are on the Case object, not Contact or Account

Troubleshooting

Smart Field not showing up in platform:

• Verify the Integration Field connection is saved
• Check that the Smart Field had a value before handoff. For a particular conversation, check the QA review page shows the Smart Field value is stored
• Confirm the platform custom field exists and your integration has permission to update it
• For dropdown fields, verify value mappings are correct

Need Help? Contact your AI Deployment Strategist or Assembled Support for assistance with configuration.