Send and receive messages with 8x8 Expert Connect

Note: This feature is available for users of Unified Login and 8x8 Work.

8x8 Contact Center agents and experts of the same organization can initiate chat conversations 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 Work and 8x8 Contact Center

The following table compares the behavior and availability of messaging components in 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)
  • Away (Break)
  • Busy (Work Offline, Wrap Up, or in an active interaction)
  • Offline (logged out)
Agents can see the expert's presence in the8x8 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. Messages received while offline will be displayed in the agent's 8x8 Work account.
See message history Expert can see the full message history in 8x8 Work. Agent can see the full message history of the expert in the 8x8 Contact Center chat window.
Send HTML/Rich Text/Images Expert cannot send HTML and rich text; only links and file attachments are supported. Agent can send text formatting, lists, images, file attachments, and links.
Send file attachments Expert can send file attachments such as images, videos, and documents via 8x8 Work. Agents can send file attachments with a maximum size of 100 MB.
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 experts 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.
Send group chat on public or private rooms 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 is available to the expert via 8x8 Work. Only 1:1 chat is available to agents via 8x8 Contact Center.