8x8 Work for Salesforce enables you to manage calls and customer interactions directly within Salesforce, allowing you to combine the benefits of Salesforce with the capabilities of 8x8 Work.
With the integration, you can:
- Place calls instantly using click-to-dial.
- See caller details with automatic screen pop for inbound and outbound calls
- Log calls without leaving Salesforce.
Audience
This guide is intended for Salesforce agents using 8x8 Work for Salesforce.
Availability
8x8 integration with Salesforce is currently available in the United States, the United Kingdom, Australia and New Zealand (ANZ), the Republic of Ireland, and France.
Features
Using 8x8 Work for Salesforce, you can:
- Manage customer phone calls conveniently from an integrated app within Salesforce with an intuitive interface.
- View caller details and interaction history before answering.
- Log calls, outcomes, and follow-ups quickly.
- Transfer calls, add participants, and record conversations on demand.
- Access call recordings from call logs.
- Search and match Salesforce records in real time, including suggested matches.
- Collaborate with teammates.
- Customize call logs and support standard or custom objects.
- Integrate with Salesforce Sales Engagement (requires customization).
Limitations
- Use Google Chrome for the best experience. Other browsers are not tested and may have issues.
- 8x8 Work for Salesforce must be fully loaded for click-to-dial to work.
- If your Auto Attendant flow uses Transfer to User, the extension number is passed instead of the caller ID. This may prevent screen pop from working as expected.
- For Call Queues, users must log in or out of assigned queues directly in 8x8 Work or by dialing the maintenance number.
- Advanced call features, such as auto attendants, ring groups, and call queues are not supported.
Requirements
- Login access to an Salesforce account. available on Salesforce Editions (Professional, Enterprise, Unlimited, and Performance).
- Login access to an 8x8 Work extension.
- Supported browsers: Chrome (PC and Mac)
- 8x8 Work to accept the calls if your extension uses a softphone instead of a desk phone.
Supported CRM objects
The following CRM Objects are supported by default:
- Account
- Contact
- Lead
- Opportunity
- Case (not supported by Salesforce Sales Engagement)
Preparation
Before you begin using the 8x8 Work for Salesforce integration app, we recommend defining the browser settings in Chrome to allow pop-ups and white list the 8x8 cloud domain URL.
- Go to Chrome browser settings.
- Search for pop-up settings and select the Pop-up and redirects setting.
- Click Add and enter <https://cloud8.8x8.com> to the list of allowed sites. Chrome automatically saves these settings.
