Set Up Instructions

EvaluAgent

Connect EvaluAgent to Ploy to see every user in your EvaluAgent account, whether they are active and allowed to sign in, and every role they hold. Ploy can also add users with a role, change a user's role, and deactivate and reactivate users.

This integration is in beta

The EvaluAgent integration is in beta. It was built from EvaluAgent's API documentation and has not yet been checked against a live EvaluAgent account, so some details may need adjusting once customers connect it. Beta does not limit what the integration can do.

The first step of setup is a consent checkbox. Ticking it lets Ploy capture redacted error data when a request to EvaluAgent fails: the error response EvaluAgent sends back, with personal details, keys and other secrets removed. Ploy uses it only to fix problems with this integration. You must tick the box to continue.

What Ploy reads

  • Every EvaluAgent user, with their name, email address and username

  • Whether each user is active, and whether they are allowed to sign in to EvaluAgent

  • Every role each user holds, such as Agent, Quality Analyst or Administrator, by the name your account gives it

Ploy does not read evaluations, disputes, calibration sessions, knowledge base documents, work queues or reports. EvaluAgent groups (your team hierarchy) are not scanned, because a group does not grant any permissions on its own.

Before you start

You need:

  • Access to the API settings in EvaluAgent, under Conversations, then Integrations, then API

  • To know which region your EvaluAgent account is hosted in: Europe, North America or Australia

Create an API key in EvaluAgent

  1. Sign in to EvaluAgent.

  2. Go to Conversations, then Integrations, then API.

  3. Create an API key. Note the Access key ID and the Secret key. Treat the secret key like a password.

  4. Use this key pair only for Ploy. If anything else exchanges the key pair for a bearer token, EvaluAgent permanently switches off the key pair for the way Ploy signs in, and you will need to create a new one.

Connect EvaluAgent in Ploy

  1. In Ploy, open Integrations and choose EvaluAgent.

  2. Tick the beta consent checkbox.

  3. Select your EvaluAgent region. Keys only work against the region your account is hosted in.

  4. Paste the Access key ID and the Secret key.

  5. Click Test. Ploy reads your EvaluAgent users to check the details work.

  6. Finish the setup. The first scan starts straight away.

Things to know

  • Deactivated users show as having lost access straight away.

  • Users who are active but not allowed to sign in keep their roles in Ploy and show as blocked from signing in.

  • EvaluAgent has no way to delete a user. To remove someone's access from Ploy, deactivate them. Reactivating them restores the roles they held.

  • When you add a user from Ploy you must choose a role, because EvaluAgent roles are set up per account. The new user is active and allowed to sign in straight away, with their email address as their username.

  • Changing a user's role from Ploy replaces all of their roles with the one you choose.

  • A user with no role at all appears in Ploy under "No role".

Troubleshooting

  • EvaluAgent rejected those API keys: check both keys were copied in full, that you selected the right region, and that the key pair has not been exchanged for a bearer token anywhere else. If it has, create a new API key.

  • EvaluAgent refused to list users: create the API key from an account that can manage users, then test again.

  • A role shows the wrong name or a scan fails after roles change: Ploy reads role names at the start of every scan, so the next scan picks up renamed roles. If a user holds a role EvaluAgent does not list, contact Ploy support.

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