Note: 8x8 Work and Engage for Salesforce is currently only available to Beta customers.
Overview: 8x8 Work and Engage for Salesforce
8x8 Work and Engage for Salesforce offers seamless, out-of-the-box connectivity with minimal setup. It improves agent efficiency through screen-pop, automated interaction logging, and click-to-call functionality. A self-service portal allows easy configuration and customization, so the integration adapts to your business workflows.
Key differences between the Open CTI and the new Chrome extension
Salesforce deprecated Open CTI, and the 8x8 integration for Salesforce now uses a Chrome extension. The following are the key differences to be aware of when transitioning from Open CTI to the Chrome extension:
- The integrations opens in a separate window instead of an embedded panel.
- Uses browser tabs for navigation instead of built-in Salesforce tab navigation. For example, screen pops open in a new browser tab.
- Does not support the Possible match functionality. When creating a new record during an interaction, the user must manually associate the new record with the interaction.
Audience
This guide is intended for Salesforce administrators who configure the 8x8 Work and Engage integration for Salesforce, and for agents using the integration.
Availability
- The 8x8 integration for Salesforce is compatible with Salesforce Enterprise, Unlimited, and Performance editions.
- The 8x8 integration for Salesforce is compatible with Salesforce Lightning and Classic.
Features
In addition to the standard 8x8 Work and Engage features, the integration includes the following:
- Out-of-the-box integration: Connects with minimal setup and no custom development required.
- Screen pop and contextual information: Automatically retrieves and displays Salesforce records when an interaction starts or is received, giving agents immediate context including past call history.
- Interaction logging and history: Records interactions on completion and links them to the appropriate Salesforce record, capturing key data such as Call Duration, Call Recording, and SMS Transcript.
- Automated record creation: Automatically creates a new record when no matching record is found, keeping customer data current and reducing manual work for agents.
- Click to call: Initiates a call by clicking a phone number in the CRM, removing the need for manual dialling.
- Configuration and customization: Configure integration workflows through a self-service administration portal.
To learn more about 8x8 Work features, see 8x8 Work for Desktop.
To learn more about 8x8 Engage features, see 8x8 Engage.
Limitations
- Salesforce Professional edition is not supported.
- Salesforce Person accounts are not supported.
- The 8x8 Work and Engage integration requires an additional endpoint to facilitate calls, such as 8x8 Work for Desktop or a hard phone.
- 8x8 Work for Salesforce must be fully loaded for click-to-dial to work.
- If your Auto Attendant flow uses Transfer to User, the extension number is passed instead of the caller ID. This may prevent screen pop from working as expected.
- For call queues, users must log in or out of their assigned queues directly in 8x8 Work or by dialing the maintenance number.
- Advanced call features, such as auto attendants, ring groups, and call queues, are not supported.
Supported browsers
The 8x8 Work and Engage integration for Salesforce is supported on the following browsers:
- Google Chrome
- Microsoft Edge
Supported CRM objects
The 8x8 Work and Engage integration for Salesforce supports the following objects:
- Account (enabled by default)
- Contact (enabled by default)
- Lead (disabled by default)
- Opportunity (disabled by default)
- Case (disabled by default) — not supported by Salesforce Sales Engagement
Supported phone number formats for search
The integration finds matches for the following phone number formats stored in the CRM when the country code and plus sign is used (E.164 standard dial plan).
| Format | Example |
|---|---|
| Plain digits | 1234567890 |
| Leading zero | 01234567890 |
| Country code with + | +11234567890 |
| Country code without + | 1123457890 |
| Country code in parentheses with + | (+1)1234567890 |
| Country code in parentheses without + | (1)123457890 |
| Area code in parentheses | (123)4567890 |
| Periods | 123.456.7890 |
| Dashes | 123-456-7890 |
| Spaces | 123 456 7890 |
| Country code with +, spaces | +1 123 456 7890 |
| Country code without +, spaces | 1 123 456 7890 |
| Area code in parentheses, spaces, dashes | (123) 456-7890 |
| Country code with +, area code in parentheses, spaces, dashes | +1 (123) 456-7890 |
| Country code without +, area code in parentheses, spaces, dashes | 1 (123) 456-7890 |
