What's new in the 8x8 Work for Desktop/Web 8.27 release?

The 8.27 release introduces new enhancements that improve messaging, accessibility, and call handling flexibility.

New Call Transcriptions - Smarter call reviews with searchable transcripts

8x8 Work for Desktop and Web now supports call transcriptions in the Call Recordings section, making call reviews faster and easier. This feature automatically converts voice calls into accurate, searchable text so you can quickly review, search, and analyze conversations.

Features

  • Available for UC recorded calls in 8x8 Work for Desktop and Web.
  • Requires an active CIQ license
  • Automatically transcribe inbound and outbound calls from multiple supported languages, based on your selected UI language.

Benefits

  • Faster reviews – Search and scan transcripts instead of replaying entire calls
  • No missed insights – Key details are captured and always accessible
  • Better productivity – Eliminate manual note-taking and keep accurate records
  • Seamless workflows – Sync transcripts with your CRM or help desk for easy integration

How to access a call transcription

  1. Go to the Call Recordings menu.
  2. Open your list of recordings.
  3. Scroll or use the search bar to find the phone number or call you're looking for.
  4. Click the recording to review.
  5. Use the playback controls to listen to the recording.
  6. Optional: Use the playback controls to listen to the call, or check the side panel for transcriptions, topics, call talk time and sentiment mapping.
  7. Click X in the upper-right corner to close the call recording panel.

The Call Recordings screen displaying transcript, playback controls, and the side panel with topics and sentiment mapping

For more details, see Record calls.

AI writing tools now support your preferred language

AI Writing tools frequently generate rephrased content and replies exclusively in English, making the functionality ineffective for clients operating in non-English locales.

The AI writing tools now provide responses in your preferred language, saving time and making collaboration easier for global teams.

8x8 Work Desktop: Side-by-side view showing an AI-generated reply in the user's preferred language within a thread conversation

To learn more details about AI writing tools, see Create expressive messages with Compose with AI.

CC Channel in Incoming Call banner - Limited Availability

Note: This feature is currently on Limited Availability (LA). For feature enablement, contact us at [email protected].

When you receive calls through Contact Center channels, the incoming call banner now displays both the channel name and channel number, so the UC users know exactly where each call is coming from before answering.

UC users were struggling with poor call context when receiving transfers from Contact Center channels. When a call was transferred from a contact center to a UC user, they would only see configured CallerID number on their incoming call display, leaving them completely in the dark about the call's origin and purpose.

When you receive calls through Contact Center channels, the incoming call banner now displays both the channel name and channel number, so the UC users know exactly where each call is coming from before answering.

Comparison of old and new incoming call banners, showing added channel name and number in the updated version

To learn more about placing and receiving calls, see Place and receive calls.

Accessibility improvements

Screen reader users will now experience smoother navigation in the General area, making the app easier to use and more inclusive.

What's new in the 8x8 Work for Desktop/Web 8.26 release?

With version 8.26, we’ve introduced new enhancements:

Ability to initiate calls from 8x8 Voice for Microsoft Teams

Users can now start calls directly from the 8x8 Work app for Microsoft Teams, with the calls taking place seamlessly within the Microsoft Teams interface. This integration provides a unified communication experience.

All calls initiated through the 8x8 Work app within Microsoft Teams are automatically synchronized and logged in the Microsoft Teams calls tab. This helps keep call history tracking accurate, maintaining consistency across both platforms. For more information, refer to the 8x8 Voice for Microsoft Teams User Guide.

Expanded conference calling access

We’ve introduced new enhancements that make calling more flexible, improve accessibility, and enhance overall usability—especially for users without 8x8 Meet access.

Users without an 8x8 Meet license can now initiate conference calls directly from the desktop app. Broader collaboration is now possible without requiring additional licenses.

Improved accessibility

Screen reader support has been enhanced in 8x8 Frontdesk and general areas, offering a smoother experience for users who rely on assistive technologies.

Additional information

If you are interested in learning more about new features within 8x8 Engage, refer to What's new in 8x8 Engage.

What's new in the 8x8 Work for Desktop/Web 8.25 release?

In the 8.25 release, we have introduced enhancements that improve usability, accessibility, and compliance protection. This update ensures a more inclusive experience and safeguards your SMS communication channels from disruptions.

SMS content filtering in 8x8 Work

To comply with mobile carrier regulations, 8x8 Work for Desktop now automatically filters outbound SMS messages for restricted content. This helps prevent delivery issues and protects your SMS campaigns from suspension or delays.

8x8’s new SMS filtering helps prevent noncompliant messages from reaching carriers, protecting your brand, avoiding penalties, and improving deliverability.

All SMS messages sent through the 8x8 Work app are automatically scanned for restricted keywords before delivery:

  • Real-time scan: Messages are checked instantly for restricted terms.

  • Blocking and alert: If restricted content is found, the message is blocked and a system alert notifies the user.

    Blocked message alert: If a message contains a restricted term, it is blocked, and a system notification appears.

  • No user penalty: Only the message is blocked. Users can edit and resend it.
  • Carrier protection: Blocked messages are not delivered to carriers, reducing RCA triggers.
  • Updated keyword list: The 8x8 Fraud team maintains and updates the list based on compliance guidelines and carrier feedback.

Note: This filtering applies only to SMS sent from the 8x8 Work app and not from 8x8 Contact Center.

If users see a blocked message alert, they should:

  • Review the message for prohibited terms.
  • Remove or revise any flagged content.
  • Optionally, forward the message to their IT administrator, including the full text.

The 8x8 Fraud team will:

  • Review the flagged content.
  • Update the keyword list if needed.

Restricted content categories

SMS messages may be blocked if they contain:

  • Profanity or offensive language
  • Sexual content
  • Hate speech or discriminatory language
  • Alcohol-related promotions
  • Tobacco or vaping-related content
  • Illegal drugs (for example, cannabis, CBD, THC)
  • Firearms, weapons, or ammunition

Important! Even if cannabis is legal in some states, it is banned under federal law and not permitted in SMS messaging.

To learn more about restricted categories, see Was Your SMS Message Not Delivered?.

To learn more details about SMS content filtering, see SMS content filtering in 8x8 Work apps.

Other updates and enhancements

Seamless Status updates

  • Users can now update their availability status without delays or sync issues, ensuring real-time accuracy for colleagues and customers.

Enhanced Admin Control: Pause Assigned Queues

  • 8x8 Work administrators can now control whether users are allowed to pause their assigned queues. This enhancement supports compliance needs in regulated environments by preventing users from pausing queues when they are not permitted to do so. To learn how to control whether users are allowed to pause their call queues, see About system requirements.

Accessibility improvements

  • Enhanced screen reader support in 8x8 Frontdesk and General areas offers a smoother experience for users relying on assistive technologies.

Bug fixes

  • Various performance and stability enhancements have been made to improve reliability and ensure a more seamless user experience.

For details on features introduced prior to this release, see our list of previous releases.