Get started with 8x8 Contact Center for Pipedrive

Once you have access to 8x8 Contact Center for Pipedrive, go through the following steps to get started:

Gather your credentials

In order to use 8x8 Contact Center for Pipedrive, you need:

  • Login access to a Pipedrive account.
  • Login access to an 8x8 8x8 Contact Center for Pipedrive agent account.

Add the Chrome extension

As an agent, you must add a Google Chrome extension for integration with 8x8.

To add the 8x8 Integration Chrome extension:

  1. Open the Chrome web store.
  2. Search for <8x8> in the Chrome web store.
  3. 8x8 Virtual Office for Integrations appears in the list.
  4. Click Add to Chrome.
  5. Click Add Extension to confirm.
  6. In the Chrome browser, click the More icon and go to More Tools > Extensions. 8x8 Integrations now shows up, and is enabled by default.

Log in to the integration

Single Sign-On is not supported in 8x8 Contact Center for Pipedrive; you must also log in to 8x8 integration after you log in to Pipedrive.

To install and log in to the integration:

  1. Install the Pipedrive CRM app from its marketplace page.
  2. Log in to your Pipedrive account.
  3. On the Pipedrive top menu, go to Contacts > People.

  4. In the bottom-right corner of the People screen, click the 8x8 integration icon. The application Advanced screen launches in a floating browser window.

    Note: The Advanced screen only displays when the agent logs in to Pipedrive for the first time.

  5. In the Advanced setup screen:
    • Enter your VCC domain link (such as <https://vcc-na1.8x8.com>), which is required to connect to your 8x8 Contact Center for Pipedrive tenant.
    • Enter the VCC CM Integration Data Request Token required to access the recorded calls. The token is generated and communicated to you by your supervisor.
      The Advanced setup screen appears the first time you log in and after clearing your browser cache. You can access it under Settings > Advanced.
  6. Click Save. The 8x8 Login floating screen displays. Single Sign-On is not supported.

  7. Enter your username and password in 8x8 Contact Center for Pipedrive.

    Note: Consult your supervisor for your 8x8 Contact Center for Pipedrive domain, token, and login credentials.

  8. You are now logged in to the app. The application launches and places you in the On Break status.

    Note: You must change your status to Available to be able to handle interactions.

  9. Click Available or Work Offline to change your status.

For more information on agent status and an overview of 8x8 Agent Workspace, refer to the User Guide. 8x8 Agent Workspace enables agents to manage customer interactions across all channels.

Ensure the integration is activated

In order for your integration to function, ensure that the integration is connected with Pipedrive via your settings. The integration is activated by default.

To activate the integration:

  1. Click the Settings icon in your integration panel.
  2. Go to Integrations > Pipedrive > Connect.
  3. If connected successfully, a message shows Connected.
  4. Click X to return to the main screen of the integration. Your integration is now active.

Tour the interface

The 8x8 Contact Center for Pipedrive interface consists of a navigation menu with the following menu items.

  • VCC tab: Access the complete functionality of (Undefined variable: 8x8VariablesSet.AgtConsole ) to manage customer interactions across all channels.
  • Search tab: Assign people to active calls with unknown numbers or numbers that have multiple people record matches.
  • Settings : Customize your app settings.
    • Integrations > Pipedrive: Manage your Pipedrive integration settings for call logging.
      Under Settings, you see:
      • Auto Call Log: Enable this option to automatically update the Pipedrive Activity list, which logs all phone calls, chats, and voicemails. The the most recent log entry is at the top of the Activity list.
    • Locale: View the language or location of this integration. This integration is currently supported only in the US and UK.
    • Report a Problem: Send feedback on an issue or suggest an improvement.

    • Advanced: View your VCC domain and VCC CM Integration Data Request Token values. These details are provided by your administrator.

      Note: Consult your supervisor for the domain and token credentials.

    • About: View details on your user extension and the app.

Set up a phone to receive calls

To handle interactions with your callers, you need to set up a phone. You can set up a softphone or a desk phone from the agent profile in 8x8 Contact Center for Pipedrive to receive calls.

To set up a phone to receive calls:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Personal settings, enter a Workplace Phone number or a Workplace SIP (Session Initiation Protocol) URI.
  3. Click Make Verification Call to verify the phone number.
  4. Make sure the phone number is in the correct format. For example, you may need to add <1> before your area code. Check with your administrator for the correct format.
  5. Click Save.

Check queue assignments

To process phone, chat, and voicemail interactions in 8x8 Contact Center for Pipedrive, you must be a member of phone, chat, and voicemail queues.

Note: Phone queues are separately defined for inbound and outbound communications.

To check your queue assignments:

  1. From the Menu drop-down in the integration, select Profile.
  2. In your Assigned Queues settings, click the tab you want for inbound phone, outbound phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active.