Configure Settings

In your integration settings, you can enable:

  • Automatic call log (ServiceNow incident creation)
  • Call log pop (incident creation)
  • Automatic single match record pop

To view and change integration settings:

  1. In 8x8 Contact Center for ServiceNow, click the Settings icon.
  2. Go to Integrations > ServiceNow. The list of settings displays:
    • Auto Call Log: Enable this option to automatically generate a call/chat log (incident). The incident includes information about the time a call was initiated or terminated, its total duration, and more. A chat log includes the chat transcript as well.
    • Call Log Pop: Enable this option to view the call log (incident) pop in a browser tab once the interaction is terminated.
    • Auto Single Match Record Pop: Enable this option to match record pop so you can preview recorded information and historical records to prepare for a call.
  3. Under Settings, confirm that the settings are enabled. These settings are enabled as indicated by the sliders set all the way to the right.
  4. Click X to go back to the 8x8 Agent Console main interface.