Assembled
Verified by FreshworksSync conversations, agent details, and statuses between Freshchat and Assembled for smooth workforce management.
Published by Freshworks(about 23 days ago)
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Integrate Freshchat/Freshdesk Omni with Assembled to streamline workforce management and communication. This integration ensures that conversations, agent details, and agent's availability statuses are synced seamlessly, enabling better collaboration and efficient operations. Gain a unified view of your team's performance and availability across platforms.
This integration enables the following:
- Conversation Sync: Automatically sync Freshchat/Freshdesk Omni conversations with Assembled for comprehensive communication tracking.
- Agent Details: Keep agent information up-to-date across platforms to streamline team management.
- Agent Status: Monitor availability by syncing statuses, including:
- Active Browser Status: Identify whether agents are actively engaged within Freshchat/Freshdesk Omni.
- IntelliAssign Status: Dynamically update availability based on IntelliAssign configurations in Freshchat/Freshdesk Omni.
Optimize your operations with this end-to-end integration.
1. The admin has to enter their Assembled API key on the app. To get the API Key, on Assembled,
navigate to Settings → API page [https://app.assembledhq.com/settings/api]
2. Admins would be able to choose the data that needs to be synced from Freshchat:
a. Sync Freshchat Agents:
1. Ensures that users who are both part of Freshchat and Assembled are mapped for data to
be sent. The email ID of the agent will be used for integration/agent alias in Assembled
2. Once the toggle is enabled, click on ‘Sync agents’ for the sync to happen
3. If you add new agents to Freshchat, go to the manage apps section, click on 'Edit Settings',
and then click on 'Sync agents'.
b. Sync Freshchat Agent Status:
This option sends the real-time availability status of agents to calculate Occupancy and
Adherence.
c. Sync Freshchat Conversations:
Send conversation data to Assembled for scheduling and forecasting
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
The app collects and processes the following end-user data:
- Agent Information: Email, Status, and Timestamp.
- Conversation Details: Conversation ID, Created Time, Status, Channel Name, Group Name, and Language.
What is the purpose of collecting/processing the data?
The collected data is reformatted to match Assembled's required data structure. It is then sent to Assembled, allowing Workforce Management Administrators to analyze agent performance, track activity trends, and review operational metrics for efficient scheduling and resource planning.
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
No
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
No
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
No
What is the data retention period after app is uninstalled?
The app does not support deleting data created within Assembled, as Assembled lacks the functionality to remove this data. Even after uninstalling the app, the following information will be retained: Agent Information (Email, Status, and Timestamp) and Conversation Details (Including Conversation ID, Created Time, Status, Channel Name, Group Name, and Language). If you have further concerns about data retention or compliance, we recommend contacting the Assembled support team.
Does your app allow customers to request a custom End-User Data retention period?
No
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Version History2.0 (January 2025)
We have updated the app configuration settings to allow admins to choose between tracking agents' browser activity or monitoring their status as configured through IntelliAssign.