What's new in March 2026?
In this release, we have introduced the following enhancements:
Introducing 8x8 Engage Digital-only
Note: This feature is currently in Limited Availability. To enable 8x8 Engage Digital-only, contact your 8x8 Account Manager.
8x8 Engage Digital-only allows organizations to manage customer conversations across digital channels such as chat, SMS, and social messaging without requiring a full Contact Center infrastructure.
With intelligent routing, these messages are automatically added into My inbox in 8x8 Engage. From this tab, users can access their digital interactions and conversation history, which provides read-only access to previously resolved interactions.
Note: 8x8 Engage Digital-only users who are not provisioned with an 8x8 Engage Voice Unlimited/Metered license don’t have access to Unified Communications capabilities such as calling and meetings. They can use messaging capabilities only.
Supported digital channels:
- Webchat
- SMS
- RCS
- Viber
Benefits
- Digital interaction handling: Manage digital conversations from a single workspace.
- Resolved conversation visibility: View previously resolved conversations in the History tab.
- Mobile access: View interaction details for closed conversations on iOS mobile devices.
Requirements
- 8x8 Engage Digital-only requires an 8x8 Engage CC license.
- Access to 8x8 Configuration Manager for setup.
- Access to 8x8 Admin Console for user license assignment.
- To enable 8x8 Engage Digital-only, reach out to your 8x8 Account Manager.
Limitations
- 8x8 Engage Digital is currently not supported on Android devices. 8x8 Engage Digital is available on Desktop, Web, Teams, and iOS. If you need Android support, contact the Work Apps team at [email protected].
- SMS is only supported in select countries. See the list of supported countries and rates for SMS messaging.
To learn how to configure Digital-only users, see Configure 8x8 Engage Digital-only users.
To learn how to handle digital interactions, see Handle digital interactions.
Introducing 8x8 Engage Omni
Note: This feature is currently in Limited Availability. To enable 8x8 Engage Omni, contact your 8x8 Account Manager.
8x8 Engage Omni unifies digital and voice interactions in a single experience, enabling users to manage customer conversations across channels without switching applications. 8x8 Engage Omni users can easily manage phone calls alongside web chat, SMS, and social channel interactions within the same workspace.
Benefits
- Clear separation of voice and digital interactions: Access voice queues and digital conversations from separate tabs, making it easier to manage each interaction type without confusion while maintaining a unified workspace.
- Seamless cross-environment engagement: Handle digital interactions within supported collaboration environments, helping teams stay productive without switching tools.
- Improved interaction visibility: Review resolved digital conversations in the new History view, helping you quickly reference past interactions without affecting active work.
- Simplified interaction reassignment: Transfer active digital conversations to another user, a contact center agent, or a queue with a streamlined workflow.
Requirements
- 8x8 Engage Omni requires an 8x8 Engage CC license to support digital interactions, and 8x8 Engage Voice Unlimited/Metered to support voice interactions.
- Access to 8x8 Configuration Manager for setup.
- Access to 8x8 Admin Console for user license assignment.
- To enable 8x8 Engage Omni, reach out to your 8x8 Account Manager.
Limitations
- 8x8 Engage Digital is currently not supported on Android devices. 8x8 Engage Digital is available on Desktop, Web, Teams, and iOS. If you need Android support, contact the Work Apps team at [email protected].
- SMS is only supported in select countries. See the list of supported countries and rates for SMS messaging.
To learn how to configure Omni users, see Configure 8x8 Engage Omni users.
To learn how to handle digital interactions, see Handle digital interactions.
What's new in November 2025?
In this release, we have introduced the following enhancement:
Support for 8x8 Engage in the 8x8 for Microsoft Teams app
8x8 customers who use Microsoft Teams can now access 8x8 Engage directly within their 8x8 for Microsoft Teams app (8x8 Teams app). With 8x8 Engage in Microsoft Teams, you can stay organized, respond faster, and improve the customer experience without switching apps.
Note: 8x8 Engage is only available in the 8x8 Teams app if your administrator has enabled it for your user account.
Benefits
- Faster response: Manage 8x8 Engage conversations directly in the 8x8 Teams app without switching apps, reducing response time.
- Integrated communication tools: Access 8x8 Work features like SMS, team messaging, meetings, etc, without leaving the 8x8 Teams app.
- Real-time status tracking: Monitor the availability of 8x8 Engage users and queues to make informed routing decisions and improve response times.
Requirements
- 8x8 Engage license
- Microsoft Teams license
- Access to 8x8 Admin Console (admin only)
- Access to the Microsoft Teams Admin Portal (admin only)
For more information on enablement, see how to Enable 8x8 Engage in the 8x8 for Microsoft Teams app.
Known issue
Signing out of the 8x8 Teams app doesn’t remove you from call queues. As a result, you may still receive queued calls even after logging out. To prevent receiving queued calls after logging out, set your status to On break or deselect the queue(s) and click Save before signing out.
Set up 8x8 Engage in the 8x8 for Microsoft Teams app
As an admin, you can enable 8x8 Engage in the 8x8 for Microsoft Teams app (8x8 Teams app) to help specialists manage customer conversations and collaborate with teammates.
To learn how to enable 8x8 Engage in the 8x8 Teams app, see Enable 8x8 Engage in the 8x8 for Microsoft Teams app.
How does the presence status reflect across the apps?
The 8x8 Presence Sync enables the integration of Microsoft Teams Presence into your 8x8 applications, as well as the presence status of 8x8 users who are on active calls into the Teams environment.
Important: To ensure accurate presence status for 8x8 Engage users, admins must enable one-way presence sync with Microsoft Teams during 8x8 Engage deployments. To learn how to enable Presence Sync, see this 8x8 Support article.
The table below indicates how presence is mapped for users of 8x8 Engage in Microsoft Teams.
| Microsoft Teams status | 8x8 Work/Analytics for 8x8 Work status | 8x8 Supervisor Workspace/8x8 Analytics for Contact Center status | User can receive Direct Inward Dialing (DID) calls | User can receive Contact Center queued calls | Observations |
|---|---|---|---|---|---|
| Offline | Offline | Offline | No | No |
The status changes to Offline a few minutes after signing out of both Microsoft Teams and the 8x8 for Microsoft Teams app. Note: To prevent queued calls from being offered, set your status to On break or deselect the queue(s) and click Save before signing out. |
| Available | Available | Available | Yes | Yes | |
| Busy | Busy | Available | Yes | Yes | |
| Do Not Disturb (DND) | DND | Working offline | No | No |
Note: After a few minutes of inactivity, your Do Not Disturb status will automatically switch to Away. When this happens, the system will allow incoming DID calls to reach you. To avoid receiving contact center calls, pause your queues. |
| Be Right Back | Away | Available | Yes | Yes | |
| Appear Offline | Appear Offline | Available | Yes | Yes | |
| Away | Away | Available | Yes | Yes | |
| Available (Out of Office) | Available | Available | Yes | Yes | |
| Out of Office (Purple) + Logged Out | Offline | Offline | No (if Microsoft Teams is closed) | No (if Microsoft Teams is closed) | You must log out of both Microsoft Teams and the 8x8 for Microsoft Teams app to prevent calls from being offered. |
| Busy (Out of Office) | Busy | Available | Yes | Yes | DID calls are still offered. |
| On Call | On Call | Working offline | No | No | |
| On Call (Queue call) | On call | Busy | No | No | Indicates an active Contact Center queued call. |
| In a Meeting (Meet now) | On call | Working offline | No | No | |
| Busy (scheduled meeting, not joined) | Busy | Available | Yes | Yes |
Tip: To avoid receiving queued calls after logging out, set your status to On break or manually deselect your queues and click Save before signing out.
For enhancements introduced prior to this release, see our list of previous releases.
