Send and receive messages with 8x8 Expert Connect (for users of Unified Login and 8x8 Work)

8x8 Contact Center agents and experts of the same organization as agents can initiate chat conversations with agents, using 8x8 Work for Desktop or 8x8 Work for Mobile. Experts can check the agent's presence (online or offline status) via the 8x8 Work app.

Messaging between 8x8 8x8 Work and 8x8 Contact Center

The following table compares the behavior and availability of messaging components in 8x8 8x8 Work and 8x8 Contact Center:

Feature 8x8 Work for Desktop and 8x8 Work for Mobile 8x8 Contact Center Internal Messaging
See Presence

Experts can see the agent's presence in 8x8 Work.

  • Online (logged in)
  • Offline (logged out)
Agents cannot see the expert's presence in 8x8 Contact Center chat window.
Send Messages Sender must be logged in to 8x8 Work to send messages. Sender must be logged in to 8x8 Contact Center to send messages.
Receive Messages Receiver does not have to be logged in to 8x8 Work to receive messages. They can retrieve messages historically. Receiver must be logged in to 8x8 Contact Center to receive messages.
See Message History Expert can see full message history in 8x8 Work. Agent can see the last 30 messages of the expert in 8x8 Contact Center chat window.
Send HTML/Rich Text/Images Expert cannot send HTML and rich text; only links are supported. Agent can send text formatting, lists, images and links.
Send File Attachments Expert can send file attachments such as images, videos, and documents via 8x8 Work. n/a
See Read Receipts/ Indicators Experts see the typing indicator when the agent is typing. Agents do not receive any Read receipt but see a typing indicator when the agents type.
Access Chat Transcripts and Monitoring Is not provided for 8x8 Work chat. It is accessed by the supervisor and configured per agent group, chat queue, or tenant.
Send GroupClosedA group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members. Chat on Public or Private Rooms Group chat is available to the expert and via 8x8 Work. Only 1:1 chat is available to agents via 8x8 Contact Center.