Integrate with Salesforce CRM

To prepare Salesforce to interoperate with your 8x8 Contact Center:

  • Add the 8x8 Contact Center integration package to your CRM administrative account.
  • Secure a CRM security token to enable Salesforce users to log in via API.
  • Ensure that the user profile settings in Salesforce allow API connectivity.

8x8 Contact Center supports two types of integration:

  • Single Sign-On (SSO) (Not supported for regular 8x8 Contact Center users): Supports an Open CTI Integration with Single Sign-On access from the native CRM environment. CRM users can launch 8x8 8x8 Contact Center with just a click and receive the benefits of the integration.

    Note: Version 3.1 of 8x8 Contact Center integration with Salesforce only supports users with 8x8 Unified Login, and 8x8 Unified Login with Virtual Office. If you use a legacy 8x8 Contact Center tenant, Single Sign-On functionality is not supported.Salesforce Professional Edition is not supported.

  • Individual System Sign-On: Provides CRM integration with 8x8 Contact Center from the 8x8 Agent Console environment. CRM users have to enter their user ID and password to log in to 8x8 Contact Center.
    The Individual System Sign-On includes both Enhanced and Legacy integration:
    • Enhanced Integration: Pops records with matching caller ID, or email ID, and presents them in a custom format within 8x8 Agent Console. The screen pop is based on caller ID for phone calls, Case ID for chats, and email ID for email interactions. Enhanced integration also creates auto call logs, chat logs, and email logs.
    • Legacy Integration: Pops records with matching caller ID, case ID, or email ID from Salesforce CRM in a separate browser window.

      Note: Legacy integration requires agents to initiate a Salesforce CRM instance by selecting External CRM from the 8x8 Agent Console main menu options.

      The following table summarizes the differences between Enhanced and Legacy integration:

      EnhancedLegacy
      Signs in to Salesforce account automatically.You must manually initiate the Salesforce account.
      Provides a custom tab for launching the native Salesforce interface.Opens the native Salesforce interface in a separate browser window.
      Supports Auto Log for phone, voicemail, chat, and email.Does not support Auto Log for any media.
      The screen pop searches for account, contact, and lead records with:
      • Phone field matching Caller ANI for phone and voicemail media
      • Case numbers matching case ID for chat media
      • Email field matching email ID for email media

      Note: For screen pop, the required objects must be visible to the agent.

      The screen pop searches for account, contact, and lead records with:
      • Phone field matching Caller ANI for phone and voicemail media
      • Case numbers matching case ID for chat media

      Note: For screen pop, the required objects must be visible to the agent.

      Fetches and presents multiple listings if the search retrieves multiple records. Presents only the first listing.
      Allows opening a new window for each screen pop and controlling its occurrence.Allows opening a new window for each screen pop and controlling its occurrence.
      Supports customization of CRM workflow.Does not support any customization.