Get Started with Salesforce Integration

After logging to the 8x8 Contact Center application, follow the checklist below to get started:

Activate Integration with 8x8 Contact Center

To activate the integration, you must first connect with Salesforce via Settings.

  1. Log in to Agent Console.
  2. Click or Settings at the top.
  3. Select Integrations > Salesforce
  4. Click Connect. The 8x8 integration is now established with Salesforce.
  5. Click X to navigate back to the agent interface. Your integration is now active.

    Note: Do not change the settings under the Settings > 8x8 tab. Any changes to the link can break the integration with 8x8 Contact Center.

Enable Auto Call Log

Enable auto call log to automatically generate a log for an interaction. For example, a call log includes information about the time a call was initiated, terminated, duration and more; or a chat log includes the chat transcript.

To view and change the settings:

  1. In 8x8 Contact Center, click on the top right corner.
  2. Select Integrations > Salesforce.
  3. Click to enable Auto Call Log.
  4. Click X to navigate back to the agent interface.

Set up Phones to Receive Calls

You can set up a softphone or a hard phone from the agent profile in Agent Console to receive calls.

  1. Log in to 8x8 Contact Center app.
  2. From the drop-down menu, select Profile.
  3. In Personal settings, enter a phone number or SIP Phone URI.

  4. Click Make Verification Call to verify the phone number.
  5. Make sure the phone number is in the right format and click Save.

Check Queue Assignments

To process phone and chat interactions from the 8x8 Contact Center, you must be a member of phone and chat queues.

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

  1. From Profile, go to the Assigned Queues.
  2. Click the desired tab for phone, chat, or voicemail queues.
  3. Make sure your queue assignment is active by selecting the checkbox.
  4. Save the changes.