The People Page

The People page is where you can add, edit, invite or delete relevant team members in Assembled. Adding, editing and deleting users is only available to users with Admin and Manager roles. This article will walk you through the many ways to add and edit users as well as a section answering FAQs.

Adding Users

In order to add users, you have a few options from the People page.

• Manually
• CSV upload
• Directly from your contact platform(s)
• Via the API

FAQ

• How can I make a Staffable user Not staffable?
• How can I filter my search?
• How can I send user(s) an invite link?
• How can I delete and restore deleted users?

1. Manually

• Navigate to the People page and click the blue Add person button and then click Add manually from the dropdown. You can also use the keyboard shortcut N.

• This will open a pop up to enter in the new user's information

• Fill in the required fields:

  • First name
  • Last name
  • Email: this should be the email that the user has in the contact platform(s). Note: this must be unique in your instance so if you see an error that the email is in use please check that you have not used this email in the past.
  • Send this person an invitation email to sign up: check if you'd like Assembled to send a login email to the user.
  • Role: Out of the box roles (admin, manager, team lead, standard and basic) or custom roles in your account. Check out this doc for a breakdown of out of the box & custom roles.
  • Can this person be scheduled?: Checking Allow this person to be scheduled will make the agent Staffable. Unchecking it will make the agent Not staffable. This selection is irreversible although there is a workaround mentioned below.
  • Channels: must choose at least one channel. Select the channel(s) that the agent should be assigned to. You must select all channels that your agents work out of if you intend to see the ticket data for them in our reports.

• For more optional fields, click on Show details

  • Queues: these will populate from the queues listed in the Queue configuration page. You must select all queues that your agents work out of if you intend to see the ticket data for them in our reports.
  • Site: these will populate from the sites listed in the Filters page.
  • Teams: these will populate from the teams listed in the Filters page
  • Start date: the date the agent will start showing up on the Staffing timeline. If no date is entered, they will begin showing up on the you create them.
  • End date: the date the agent will stop showing up on the Staffing timeline.
  • Imported Id: a unique identifier, often the contact platform id is used here. This is important when adding schedules.
  • [Contact platform] IDs:* the user's ID from the corresponding contact platform. This is necessary in order for Agent states (and thus adherence) to populate for agents.

*The ID fields you see will differ depending on what contact platform(s) you are connected to.

Note: although Imported ID and [Contact platform] ID are marked as optional, in order for schedules, agent states (and thus adherence) to populate for agents, these fields need to be filled out. For Salesforce Service Cloud, use the 18-digit Salesforce ID for your Users (not the 15-digit ID).

2. CSV Upload

• Click the green Add button and then click Import from CSV from the dropdown.
• This will open a pop up where you can drag your CSV file or browse from files. We also include a CSV upload template to use as a starting point for formatting your file. If this is your first time uploading a CSV, be sure to reference the template available in the pop up.

Key Technical Takeaways

• Roles, Sites, Teams, and Queues must be added and configured to your Assembled instance before they can be a part of your CSV.
• The import process will skip the first row (i.e. please add relevant column headers).

Best Practice

• During the early stages of implementation, as you familiarize yourself with the Assembled platform, we recommend doing an initial bulk upload with the initial user fields (First Name, Last Name, Email, Role). Once you are more familiar with Assembled and how your instance is set up, you can return to the People page and upload a new file with additional information and data elements. You can always come back to the People page and do an additional CSV upload post go live. Data elements can also be edited/changed/added in bulk via the Bulk Actions dropdown.

Data Elements

• First Name

• Last Name

• Email: The email will serve as the anchor to future bulk uploads/edits.

• Role: Use either the default roles or the custom roles you have created. More information on role configuration can be found here.

• Send Invite Email: Set to TRUE or FALSE.

  • Please note that Assembled has the ability to bulk invite users outside of a CSV upload. Users can and should be added into Assembled well before they are provisioned to the system. We recommend setting this to false until a go live plan is solidified.

• Channels: The Channel should be set to one of the below. If a user is associated with multiple channels, they should be listed out separated by a comma.

  • back_office
  • chat
  • email
  • phone
  • sms
  • social

• Site: The Site must already exist in Assembled for a user to be added to it.

• Queues: Similar to Sites, Queues must exist in your Assembled instance in order for users to be added to them.

• Teams: Sites, Queues, and Teams all act similarly. If there are Teams in the CSV that do not exist in the instance, the upload will error out and fail.

• Staffable: Use TRUE or FALSE.

  • Note that once a user has Staffable set to True, you cannot set them to False via a new CSV upload.

• Imported ID: Most customers will not need to import any IDs manually because all contact platform IDs will auto-populate.

• Once you've uploaded your file you will be prompted to map your fields:

• Click Upload.

3. Directly from Your Contact Platform(s)

• Click the green Add button and then click Add from [contact platform] from the dropdown.
• Select multiple agents or a single agent. This will make the Import people button clickable.
• Users role in Zendesk, Intercom, or Kustomer will impact their permissions in Assembled.
• This will open a pop up to enter in the new user(s)' information:

Note: if you are adding multiple users at once, this will apply these fields to ALL users.

• Click Ok.
• The user's contact platform ID will automatically be filled into their Imported ID and [Contact platform] ID fields. This may take up to 24 hours after adding the user(s).

4. Via the API

Users can be added one by one or in bulk via the API using the POST /v0/people endpoint.

Editing Users

Similarly to adding users in Assembled, there are several ways to edit existing users.

• Manually
  • Individually
  • In bulk
• CSV Upload
• Via the API

1. Manually

Individually

• Navigate to the People page and identify which user you'd like to edit. You can enter their name by using the search bar.
• Click on the three-dot icon to the right of the user's name and click Edit from the actions menu.

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• Update the fields you wish to edit and click Save changes.

In Bulk

• Check the box next to the users you'd like to edit.

• Click Bulk actions in the toolbar above the table and hover over Edit people to see a list of fields you can update.

• Clicking on a field option will open a pop up allowing you to select the Channels, Queues, Teams or Sites you want to update.

• Replace existing channels - check this box if you want to overwrite the current Channels, Queues, Teams or Sites (depending on what field you're updating) of the selected users.

• Click Apply changes.

2. CSV Upload

Please refer to the Adding users > CSV upload section above.

3. Via the API

Users can be updated via the API using the PATCH /v0/people:id endpoint.

FAQ

How can I make a Staffable user Not Staffable?

Once a user has been marked as Staffable, you can make them Not staffable by adding an End date in their profile.

• Locate the person you wish to make Not staffable.
• Click on the three-dot icon to the right of the user's name and click Edit from the actions menu.

Under Show details enter an End date, then click Save. The date you enter will be the day that they start appearing as Not staffable.

• You can also make a Not staffable user Staffable by removing the End date in their profile.

How can I filter my search?

• Click the Add filter button and select the filters you want to enable.

How can I send user(s) an invite link?

This can be done in several ways:

• Click on the three-dot icon next to an individual user and select Send invite email.
• Select one or multiple users by checking the box next to their name. Click Bulk actions in the toolbar above the table, then select Send invites.

How can I delete and restore deleted users?

Instructions for deleting and restoring users can be found in this article.