Install and configure the 8x8 Work app in Lightning mode

Note: Skip Lightning installation if you already have installed Lightning.

Installing the 8x8 Work for Salesforce in Lightning mode requires you to walk through the following steps:

Note: Only a developer or administrator in Salesforce can enable Lightning for their organization and then install 8x8 Work for Salesforce; after this, all users with permissions can access Salesforce Lightning and use 8x8 Work for Salesforce.

  1. Log in to your Salesforce account as a developer or administrator.
  2. Under Lightning Experience Migration Assistant in the left column of the Home screen, click Get Started to launch the wizard to enable Lightning.
  3. In the wizard that opens, you can view information on what to expect from the Lightning experience in Salesforce. Proceed through the first three pages of the wizard to check your organization's readiness for Lightning.
  4. In the Optimize Lightning Experience with Recommended Features screen of the wizard, you can configure settings for Lightning mode. Ensure that the Social Accounts, Contacts, and Leads setting is enabled before you continue.
  5. In the Set up Users for Lightning Experience screen of the wizard, configure which users can access Lightning mode.
  6. In the Turn On Lightning Experience screen of the wizard, finish setup by enabling Lightning for the previously-selected users in your organization, and confirm at the prompt.
  7. All enabled users in your organization can now switch to Lightning mode by clicking their user name, and selecting Switch to Lightning Experience from the drop-down menu that opens.

As a new customer, you must install the integration package. If you are an existing customer, see Update your integration.

  1. Log in to Salesforce as an administrator. If you are using a custom domain, you must log in using your custom domain name.
  2. Install the integration from the Salesforce AppExchange or use the following URLs to set up the desired Salesforce environment:
  1. Select which user types to install for, click the acknowledgement check box, then click Install.
  2. When notified that the installation is complete, click Done. A list of packages installed in Salesforce displays.
  3. Verify that package titled 8x8integrations is installed.

Update your integration package

If you have an outdated integration package installed, you must update your integration.

  1. Log in to Salesforce as an administrator. If you are using a custom domain, you must log in using your custom domain name.
  2. Install the integration from the Salesforce AppExchange or use the following URLs to set up the desired Salesforce environment:
  1. Select which user types to install for, click the acknowledgement check box, then click Upgrade.

After the installation of your 8x8 integration is complete, you must configure your call center.

  1. In the Salesforce Setup navigation menu on the left, go to Feature Settings > Service > Call Center > Call Centers. The page displays the available call center packages installed.
  2. Click Edit from the left of the 8x8 Integration I3.
  3. Replace the placeholder CTI Adapter URL with the URL for your cluster as shown in the table below.
  4. Click Save.
Tenant CTI Adapter URL link
Salesforce production for 8x8 Work tenants (SSO enabled) https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&ssoMode=true
Salesforce production for 8x8 Work tenants (SSO disabled) https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo
Salesforce Sandbox https://cloud8.8x8.com/mapanelweb/public/launcher/salesforce.html?env=salesforce&companel=vo&sandbox=true
  1. While in Lightning mode, go to > Setup in the header.
  2. In the search box at the top of the left column, enter <Call Center>.
  3. From the search results, select Call Centers under Call Center.

    Note: Before you can access the call center list, you might see an introductory page. To navigate past it and view the call center list, click Continue.

    Note: Before you proceed with the following steps, you must remove users from the previous version of your 8x8 Work call center.

  4. From the list of call centers, select the new call center you created.
  5. In the call center details, click Manage Call Center Users.
  6. Search for users alphabetically by clicking the desired letter, or individually by clicking Add More Users.
  7. From the resulting list, select users to add.
  1. While in Lightning mode, go to > Setup in the header.
  2. In the search box at the top of the left column, enter <App Manager>.
  3. From the search results, select App Manager under Apps.
  4. Above the list of apps and below the Salesforce header, click New Lightning App.
  5. In the App Details and Branding screen that pops up, enter the app name and description. Click Next.
  6. In the App Options screen, select Console Navigation. Click Next.
  7. In the Utility Bar screen, to enable the utility bar for this item, Add a utility bar item, and select Open CTI Softphone. The utility bar is a fixed footer that opens components in docked panels.
  8. Enter the desired app properties (such as label name, and panel height and width). The recommended height and width are 700 and 200, respectively.
  9. Select the check box to load in the background when the app opens. Click Next.
  10. In the Select Items screen, select all available items. Click Next.
  11. Optionally, in the Navigation Rules screen, you can choose whether to open a related record in addition to the primary record. Click Next.
  12. In the Assign to User Profiles screen, select all user profiles that need access to the app. When you are done, click Save & Finish to return to the App Manager screen.
  13. Click to open the App Launcher, and click from the list of apps to activate Virtual Contact Center for Salesforce.
  14. All enabled users can now access the app at any time from the footer bar of Salesforce.