Note: 8x8 Work and Engage for Salesforce is currently only available to Beta customers.

Troubleshooting 8x8 Work and Engage for Salesforce

Try the following troubleshooting procedures to resolve the most common integration issues:

This content is blocked. Contact the site owner to fix the issue.’ error message

To add 8x8 as a trusted domain within Salesforce:

  1. Go to Setup.
  2. Type Trusted URLs in the search box and select it.
  3. Click New Trusted URL.
  4. Add cloud8.8x8.com to the allowlist.
  5. Select the iframe-src checkbox.
  6. Click Save.

Search does not return any results

  1. Click the Settings icon from the top of the 8x8 Work and Engage for Salesforce integration.
  2. If disconnected, click Connect.

The 8x8 Integration for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.

Note: If you are a user, contact your administrator.

Search types allows you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.

Note: Users can only edit Search Types if permitted by the administrator.

To access Search types in the integration:

  1. Click the Settings icon from the top of the integration app.
  2. Click Integrations.
  3. Scroll down to the Search types.

Note: If permitted by the admin, you can enable or disable the search types to suit your organizational needs.

The 8x8 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

A timeout error logs the agent out and/or disconnects the integration

If a timeout error logs the agent out and/or disconnects the 8x8 Work and Engage integration from Salesforce, the CRM timeout and/or token/key expiration settings must be reviewed and extended to prevent the agent session from expiring due to inactivity.

  1. Go to you browser Settings > Privacy and security > Pop-ups and redirects.
  2. Click Add and enter <https://cloud8.8x8.com> and Salesforce to the list of allowed sites.

Chrome automatically saves these settings.

Note: This may not be required if your default settings is set to Allow all.

Ensure that a pop-up blocker is not preventing new tabs from opening from Salesforce.

  1. Go to you browser Settings > Privacy and security > Third-party cookies.
  2. Click Add and enter <https://cloud8.8x8.com> and Salesforce to the list of allowed sites.

Chrome automatically saves these settings.

Note: This may not be required if your default settings are Allow all.

The 8x8 Integration for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.

https://cloud8.8x8.com needs to be added a trusted URL within Salesforce. To add 8x8 as a trusted domain within Salesforce:

  1. Go to Setup.
  2. Type Trusted URLs in the search box and select it.
  3. Click New Trusted URL.
  4. Add cloud8.8x8.com to the allowlist.
  5. Select the iframe-src checkbox.
  6. Click Save.

Your web browser's cache is possibly corrupted with invalid information.

To clear cache in Google Chrome:

  1. Open Google Chrome on your computer.
  2. Click the three vertical dots in the top-right corner.
  3. Select Settings from the menu.
  4. Click on Privacy and security on the left side.
  5. Select Delete browsing data.
  6. Choose a time range for data deletion from the top of the dialog.
  7. Check the box for:
    • Cookies and other site data.
    • Cached images and files.

  8. Click the Delete data button.

Ensure screen pop is enabled in settings

Screen pop settings can be configured directly within user settings or for all users and subsets of users using CRM Integration Profiles.

Ensure the following are enabled:

  • Inbound screen pop
  • Outbound screen pop

Note: If you are a user, you may not have permission to configure screen pop settings. Contact your administrator for assistance.