What’s new in the 8x8 Admin Console?

In this release, we have introduced the following enhancements in 8x8 Admin Console:

Introducing CRM Integration Profiles

As an admin, you can now access CRM Integration Profiles from the 8x8 Admin Console Home screen. CRM Integration Profiles are a powerful tool that enables you to easily personalize and fine-tune your 8x8 Work and 8x8 Contact Center CRM integration. With CRM Integration Profiles, you gain full control over your integration workflows and experiences, allowing you to seamlessly adapt the 8x8 integration to meet your unique business requirements. Customize and configure your 8x8 integration with ease, making it a perfect fit for your organization's needs.

Features

  • Edit default CRM profiles.
  • Create custom CRM profiles.
  • Assign users to a profile.
  • Change the settings to customize a CRM profile.

Requirements

  • Admin access to 8x8 Admin Console.

Limitations

  • CRM Integration Profiles is currently not supported for customers with an 8x8 professional service remix or shareable remix.
  • The CRM Integration Profiles settings do not impact users handling email interactions. Voice, SMS, Live Chat, and WhatsApp are supported for all applicable CRMs. WhatsApp and SMS are only available for the integrations with Salesforce and Microsoft Dynamics.
  • When enabled, no existing user settings will change state. The introduction of new settings will be in the default state.

Supported CRMs in CRM Integration Profiles

The CRM Integration Profiles supports the following CRMs:

  • 8x8 Contact Center for Salesforce
  • 8x8 Work for Salesforce
  • 8x8 Contact Center for Microsoft Dynamics
  • 8x8 Work for Microsoft Dynamics
  • 8x8 Contact Center for Zendesk
  • 8x8 Work for Zendesk
  • 8x8 Contact Center for NetSuite
  • 8x8 Work for NetSuite
  • 8x8 Contact Center for Zoho
  • 8x8 Work for Zoho

For more information, refer to set up CRM Integration Profiles.

What’s new in the 8x8 Admin Console 1.51?

In this release, we have introduced the following feature and enhancements in 8x8 Admin Console:

Ability to create a custom dictionary

The Custom Dictionary feature, recently introduced in 8x8 Admin Console, enables customer administrators to enhance the accuracy of interaction transcriptions through the custom dictionary feature. Admins can create a list of specific terms, names, jargon, or industry language that our standard transcription service may not accurately recognize. The specified words or phrases are incorporated into our transcription system, helping it correctly identify and transcribe these terms in audio files.

For example, if your transcript contains ‘8x8’ written as ‘eight by eight’, you may want to include the correct term (‘8x8’) and various incorrect variations (such as eight by eight, ‘8 by 8’, or ‘8 x 8’) in the custom dictionary. Consequently, the appropriate term will be used in the following transcription.

Transaction Policies - The Custom Dictionary feature

To add a word to the custom dictionary:

  1. On the Transcription policies & dictionary page, open the Dictionary tab to improve the accuracy of transcriptions.

  2. On the Dictionary page, click + Add New in the upper-right corner.

    Transcription Policy - Improve the accuracy of interaction transcriptions through the custom dictionary feature

  3. Enter the word you want to include in your dictionary in the Correct word box.
  4. Optional: Add the incorrect version in the Incorrect words box and click Add. Repeat to add another incorrect word.
  5. Click the down arrow under the Transcription language column and select the language the dictionary applies.
  6. Click Save.

Custom Dictionary - Add the correct term and incorrect versions in the custom dictionary

Administrators can modify any existing terms in the custom dictionary and remove unnecessary ones.

To learn more about the Custom Dictionary feature, see Manage the custom dictionary.

Streamlined Multilingual Transcription Policy Management

Discover the new multilingual transcription policy management, which now offers a more intuitive and user-friendly flow and a refreshed appearance that enhances the overall user experience in the 8x8 Admin Console.

Administrators can manage established policies regarding which calls are transcribed and in what language those transcriptions occur. After selecting the policy, the updated transcription policy flow allows administrators to assign policies from a single page, making it more intuitive and user-friendly. In addition, the administrators can now activate the Profanity filter to identify offensive language in transcriptions and conceal it; special characters will replace inappropriate words. Currently, the profanity filter is only available for all English dialects.

Along with assigning and unassigning transcription policies to queues or users within a selected 8x8 Contact Center, administrators can now assign or unassign these policies for 8x8 Work users. Furthermore, transcription policies can also be assigned to multiple users or queues.

This improved capability now enables the transcription of call recordings for the users or queues in the 8x8 Contact Center and users of 8x8 Work applications. Any modifications made will take effect in the next available recording.

To assign a transcription policy to an 8x8 Work user:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Optional: Enable the Profanity filter to identify offensive language in the transcriptions and conceal it; special characters will replace any inappropriate words. Currently, the profanity filter is only available for all English dialects.

  4. Select the preferred contact center policy from the policy list and click Edit on the left side of the row.

  5. Optional: Enable the Show assigned only toggle to display only those users assigned a language.

  6. In the preferred user row, click the down arrow under the Transcription language column and select a language.

    Transcription policies - For the chosen 8x8 Work policy, set policies for which calls are transcribed and in which language those calls are transcribed

To learn more about the new transcription policies experience, see Multilingual Transcription Policies.

Optimized user creation and editing for administrators

Admins now have a better experience when adding or modifying users by consistently viewing the Single Sign-On (SSO) settings section on the Users page, regardless of license assignment.

Users - The Single-Sign-On (SSO) settings section is always visible, regardless of license assignment

To learn more about how to set up 8x8 Work users, see Set up 8x8 Work users.

Note: The Single Sign-On (SSO) section is visible on the Users page as long as the Single Sign-On integration and the company's identity provider are set up in the Identity and Security page.
Identity and Security - Configure federated Single Sign-On Integration (SSO)

Enhanced Otto chatbot design

Discover the new look of our 8x8 chatbot, Otto, which now offers a fresh look and feel, enhancing the overall user experience within the 8x8 Admin Console app. The chatbot's icon and window have been updated with a new colour that aligns with the company's modern visual identity.

To learn more about our Otto chatbot, see Get support.

The redesigned 8x8 chatbot, Otto, now boasts a fresh look and feel, enhancing the overall user experience within the 8x8 Admin Console app

What's new in the 8x8 Admin Console in March 2025?

The enhancements in this release ensure alignment with the new features and improvements from the 8x8 Work for Mobile 11.11 release:

New configuration for group MMS messaging within the Profile Policies

8x8 Work allows users to communicate simultaneously with colleagues or external contacts, whether individually or in groups, using 8x8 Work on desktop, web, or mobile. Users can send either 1:1 SMS or MMS group messages with up to 10 internal and external numbers.

Administrators can control user access to this feature by toggling the Disable Group MMS option on the Profile Policies page. This feature is enabled by default for all customers on usage-based billing.

To disable the Group MMS messaging feature:

  1. From the 8x8 Admin Console menu, go to Profile Policy.
  2. In the profile policies list, click Edit in the relevant profile policy row.
  3. Under General, activate the Disable Group MMS toggle to disable this feature. Users will no longer be able to use the Group MMS messaging feature in 8x8 Work on desktop, web, or mobile.

To learn about how to manage profile policies, see Review profile policies.

Profile Policies - Restrict users from using Group MMS messaging

New configuration for 8x8 Work for Mobile within Work Apps Settings

We have introduced new default settings for 8x8 Work within the Work Apps Settings to align with the 8x8 Work for Mobile 11.11 release. Administrators can configure default settings for 8x8 Work apps across the organization by locking configurations, thus preventing users from changing them separately.

Edit the Work apps settings to align with the 8x8 Work for Mobile 11.11 release

With a single click, you can lock or unlock all settings to prevent 8x8 Work users from making individual changes or adjusting each setting separately.

To adjust the settings for 8x8 Work applications:

  1. Log in to 8x8 Admin Console.
  2. Go to Home > Work Apps Settings.

  3. On the Work Apps Settings page, set the default values for all users in your organization.

    • Under General:

    • Disable the Allow users to change their profile picture option to prevent users from changing it from the 8x8 Work for Mobile app. Otherwise, enable this option.

    • Under Mobile-only settings:

      • Disable the Allow users to log out from the mobile app option to prevent users from logging out from the 8x8 Work for Mobile app. Otherwise, enable this option.
      • Disable the Allow users to set or modify business hours option to prevent users from setting or modifying business hours schedules from the 8x8 Work for Mobile app. Otherwise, enable this option.

      • Disable the Allow users to rate the mobile app option to prevent users from rating the app from the 8x8 Work for Mobile app. Otherwise, enable this option.

    • Under Notifications:

      • Disable the Allow users to change their notifications option to adjust their notification settings from the 8x8 Work for Mobile app. Otherwise, enable this option.

    • Under Status:

      • Disable the Alllow users to set Do not Disturb option to prevent users activating the Do not Disturb (DND) status on the mobile devices. Otherwise, enable this option.
      • Disable the Unlocked Setting option to prevent users from changing their presence and status message from the 8x8 Work for Mobile app. Otherwise, enable this option
  4. Click Save settings. 

To learn about how to manage settings for 8x8 Work applications, see Configure Work Apps Settings.

Work Apps Settings - Adjunct the Work apps settings to align with the 8x8 Work for Mobile 11.11 release

What’s new in the 8x8 Admin Console 1.50 release?

In this release, we have introduced the following feature in 8x8 Admin Console:

Ability to access Self Service

We have introduced quick links to our 8x8 Support Portal self service capabilities, allowing eligible customers to easily purchase licenses and devices, manage cases, review orders, and manage billing information. Access to these 8x8 Support Portal links is based on roles and permissions. Contact 8x8 Support if you have any questions regarding eligibility.

To access the Self Service features:

  1. Log into the 8x8 Admin Console.
  2. From the Home page, scroll down to the Self Service section and select:
  • Shop: Opens the 8x8 Support Portal shopping cart in a separate browser window. From this page, you can purchase additional licenses and devices with a few simple clicks. Alternatively, you can also buy devices or licenses directly from the Devices or Licenses page by clicking the button in the upper right corner. For additional information on completing your purchase, see this video.
  • Cases: Opens the 8x8 Support Portal case list in a separate browser window. From this page, you can create a new case, search for a specific case, or view your case history.
  • Purchase History: Opens the 8x8 Support Portal order page in a separate browser window. From this page, you can review your 8x8 products and services history.
  • Billing: Opens the 8x8 Support Portal billing statements page in a separate browser window. From this page, you can access your billing history, pay 8x8 invoices, view an estimate of your upcoming 8x8 invoice, and more.

What's new?

Important! To ensure security standards, 8x8 apps now enforce multi-factor authentication (MFA) for all 8x8 administrator accounts. For details about MFA for admins, read Multi-Factor Authentication (MFA).

Recently, we introduced 8x8 Mobile Admin, a new solution designed for 8x8 Work admins to manage basic admin activities using the 8x8 Work for Mobile app. This new capability offers quick resolutions via the mobile app as well as easy and quick access to a restricted set of top level daily admin tasks (quick updates or changes on demand).

For details about 8x8 Mobile Admin, click here.

Availability

8x8 Mobile Admin is available on:

  • iOS mobile devices
  • Android mobile devices
8x8 Work for Mobile iOS 8x8 Work for Mobile for Android

To learn more about 8x8 Mobile Admin, check out our detailed help.

See our content for all Previous releases.