Install and configure the 8x8 Work app in Classic mode

Installing 8x8 Work for Salesforce is a one-time task for the administrator. Once installed, the app is available to all Salesforce agents. Setting up Salesforce for Single Sign-On integration with 8x8 Work for Salesforce requires the Salesforce administrator to:

To install the integration packages:

  1. Use the following URLs to set up the desired Salesforce environment:
  2. At the prompt, log in as a Salesforce administrator.
  3. Select Install for All Users, and click Install.

    You are notified that the installation is complete.
  4. Click Done.
    You can see 8x8 Work for Salesforce under Installed Packages, along with the package installation details.
  5. Select Install for All Users, and click Install.
    You are notified that the installation is complete.
  6. Click Done.
  1. Click Setup.
  2. In the left navigation menu, search for or go to Customize > Call Center > Call Centers.
    The page displays the available call center packages installed.
  3. Click Edit next to the 8x8 Work for Salesforce package.
  4. Edit the CTI Adapter URL with the URL for your cluster and tenant. The format of the URL is as follows:
    • For non-Single Sign-On users:
      https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo
    • For Single Sign-On users:
      https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&ssoMode=true
    • For Sandbox:
      https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true
  5. Click Save.

In this step, identify and set up the Salesforce users who need to use the 8x8 Work app. You can also add new users by clicking New User.

  1. Click Setup.
  2. Click Manage Users > Users.
  3. Click Find to list all users, or add filters to search for specific users.
  4. From the list of users, select the desired users, and click Add to Call Center.
  5. To allow users to use the Salesforce Service Console, you need to enable Service Cloud User in the agent profile.
    1. Click Setup.
    2. Go to Administration Setup > Manager Users > Users.
    3. Edit the user information.
    4. Select Salesforce under the User License drop-down menu.
    5. Select the Service Cloud User check box.
    6. Click Save.

When first configuring 8x8 Work for Salesforce integration for Single Sign-On, the agent needs to give permission for the 8x8 app to interact with Salesforce. In order to give permission access to the 8x8 plug-in, the agent needs to open the app from a Classic Salesforce page. The app behavior varies based on your Salesforce login mode.

  • If you are a Salesforce Classic user, the app launches in a stand-alone browser window. The screen pop occurs in a new browser session or refreshes the same browser session based on your administrator's screen pop settings.
  • If you are a Salesforce Service Console user, the app launches as a pop-up window within the Salesforce login window. You can minimize it whenever needed.
  • If you are a Salesforce Lightning user, the app launches as a pop-up window within the Salesforce login window. You can click to move or minimize it whenever needed.