Note: This feature is currently only available for Beta customers.

Set up CRM Integration Profiles

CRM Integration Profiles are a powerful tool that lets you 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.

To access CRM Integration Profiles:

  1. Log in to your 8x8 admin account.
  2. From My Applications page, click the Admin Console tile. The page launches in a new browser tab.
  3. From the Home page, select CRM Integration Profiles.

Requirements

  • Admin access to 8x8 Admin Console.
  • CRM Integration Profiles is enabled for Beta customers upon request. Contact your 8x8 representative for more information.

Limitations

  • Currently, CRM Integration Profiles only supports the following integrations:
    • 8x8 Contact Center for Salesforce
    • 8x8 Work for Salesforce
    • 8x8 Contact Center for Microsoft Dynamics
    • 8x8 Work for Microsoft Dynamics
  • 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.

Integration profile types

The CRM Integration Profiles page displays two profile types: default and custom.

Each supported CRM comes with a default profile. Supported default profiles can be edited but not deleted and display the label Default in the Profile type section. When no custom profile is assigned to a user, when they sign into a CRM they will inherit the default settings.

Custom profiles can be edited and deleted. When an agent is assigned to a custom profile that has been deleted, the agent is automatically assigned to a default profile.

  1. Log in to 8x8 Admin Console using your admin credentials.
  2. From the Home page, select CRM Integration Profiles.

  3. Click Create profile from the top-right corner of the screen.
  4. Add a unique profile name. You can use numbers, letters, and special characters.

    5. Note: The maximum character limit is 50 and the minimum is one. You cannot have multiple profiles with the same name.

  5. Select a Profile type from the list of available CRMs.
  6. Click Create integration profile from the bottom-right side of the screen.
    The custom profile page is created and indicates that no users are associated with it.
  7. Click Assign users.
  8. In the dialog that displays, search for users by name or select them from the list.
  9. Click Next from the bottom of the dialog.
  10. Click Assign users to confirm you are assigning the users to the profile. The Users tab is populated with the agents you assigned to the profile.

Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.

Users will need to refresh their 8x8 integration before inheriting the profile settings they have been assigned to.

  1. From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
  2. Hover over a profile, and click the Users icon.
  3. Click Assign users.

     


  4. In the dialog that displays, search for users by name or select them from the list.
  5. Click Next from the bottom of the dialog.

  6. Click Assign users to confirm you are assigning the users to the profile. The Users tab is populated with the agents you assigned to the profile.

Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.

Users will need to refresh their 8x8 integration before inheriting the profile settings they have been assigned to.

  1. From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
  2. Hover over a profile, and click the Users icon.
  3. Click next to the user you wish to remove. You can only remove one user at a time.
  4. Click Remove to confirm the removal.

When removing a user from a custom profile the user will automatically be added to the default profile of the same CRM.

Note: Only custom profiles can be deleted.

  1. From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
  2. Hover over a profile, and click .
  3. Click Delete to confirm the deletion.
    A confirmation banner displays on the screen to confirm that the profile has been successfully deleted.

Access CRM Integration Profiles settings

As an admin, you can modify the profile settings to tailor the integration to your organization's needs. Depending on how you configure the profile, the end-user can also change some of these settings from the 8x8 Work or 8x8 Contact Center integration app.

The settings options vary depending on the CRM integration profile.

To access the CRM Integration Profiles settings:

  1. From the Home page in 8x8 Admin Console, select CRM Integration Profiles.
  2. Hover over a profile, and click .
  3. From the Properties tab, you can configure:
    • The profile name
    • The search types
    • General settings
    • The interaction log
    • The screen pop
    • Agent permissions

Overview of Salesforce profile settings

As an admin, you can modify the following settings for your Salesforce integration profile:

CRM Integration Profiles Settings Description Default state
Search types
Account When enabled, the integration searches Salesforce for existing Account records on an inbound or outbound interaction. Enabled
Contact When enabled, the integration searches Salesforce for existing Contact records on an inbound or outbound interaction Enabled
Lead When enabled, the integration searches Salesforce for existing Lead records on an inbound or outbound interaction. Disabled
Opportunity When enabled, the integration searches Salesforce for existing Opportunity records on an inbound or outbound interaction. Disabled
Case When enabled, the integration searches Salesforce for existing Case records on an inbound or outbound interaction. Disabled
General
Auto answer hard phone

This option allows calls to be automatically answered if the headset supports it.

Note: It only applies to the 8x8 Work integration.

 Enabled
Interaction Log
Auto interaction log This option allows the integration to automatically create a Salesforce Task containing a detailed log of interaction data. Enabled
Screen pop
Pop a record during an interaction

This option controls the screen pop behavior while handling multiple concurrent interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays.

Note: This feature is for inbound interactions only and Inbound screen pop must be enabled.

Enabled
Outbound screen pop This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. Enabled
Inbound screen pop

This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:

  • Ringing: A single-match record automatically displays when an interaction is ringing.
  • Connected: A single-match record automatically displays when an interaction is connected.
  • Never: A single-match record doesn’t display for inbound interactions.
 Enabled
Allow agents to
Edit settings

End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app.

Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile.

Enabled
Edit search types

End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app.

Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile.

Enabled

Overview of Microsoft Dynamics profile settings

As an admin, you can modify the following settings for your Microsoft Dynamics integration profile:

CRM Integration Profiles Settings Description Default state
Search types
Account When enabled, the integration searches Microsoft Dynamics for existing Account records on an inbound or outbound interaction. Enabled
Contact When enabled, the integration searches Microsoft Dynamics for existing Contact records on an inbound or outbound interaction. Enabled
Lead When enabled, the integration searches Microsoft Dynamics for existing Lead records on an inbound or outbound interaction. Disabled
Case When enabled, the integration searches Microsoft Dynamics for existing Case records on an inbound or outbound interaction. Disabled
General
Auto answer hard phone

This option allows calls to be automatically answered if the headset supports it.

Note: It only applies to the 8x8 Work integration.

 Enabled
Interaction Log
Auto interaction log This option allows the integration to automatically create a Microsoft Dynamics Activity containing a detailed log of interaction data. Enabled
Screen pop
Auto single match record pop This option controls the screen pop behavior for single-match records. When enabled, the browser pops the customer record details in a new browser tab so the agent can preview it and prepare for the call. Enabled
Interaction log screen pop

This option automatically pops the newly created interaction log.

Note: Auto interaction log must be enabled.

 Enabled
Screen pop first record in list in multi-match When enabled, automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered or an outbound interaction is initiated. Disabled
Allow agents to
Edit settings

End users can edit these settings from the 8x8 Work or 8x8 Contact Center integration app.

Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile.

Enabled
Edit search types

End users can edit the Search types from the 8x8 Work or 8x8 Contact Center integration app.

Note: If enabled and an admin changes a setting, the change is not reflected for the end users currently assigned to the profile.

Enabled

FAQs

Users who are not assigned to either a default or a custom profile will automatically inherit the settings of the default profile for the given CRM.

You may create as many profiles as you require. There will only be one default profile per CRM type, e.g. Salesforce.

Custom profiles may be edited and deleted. Default profiles cannot be deleted but may be edited.

Users can be assigned to only one profile (both custom and default) of the same profile type. For example, user A can only be assigned to one Salesforce profile.

Users will need to refresh their 8x8 integration before inheriting the profile settings they have been assigned to.

Users can be assigned to multiple profiles of different types. For example, user A can be assigned to one Salesforce and one Microsoft Dynamics profile.