What's new in 8x8 Work for Mobile 12.0 release?

In this release, we introduced the following features:

Rebranding 8x8 Work for Mobile

The new brand identity refreshes the 8x8 Work for Mobile apps, bringing a modern and vibrant experience that reflects the company's commitment to innovation and a customer-centric approach.

  • Updated colours: A vibrant, diverse palette enhances visual appeal and freshness.

    Rebranding 8x8 Work for Mobile application: A vibrant, diverse palette enhances visual appeal and freshness

  • New illustrations: Provide 8x8 Work for Mobile users with a vibrant visual language that enhances their experience, making navigating and understanding features easier.

    Rebranding 8x8 Work for Mobile -  New illustrations bring a modern and vibrant experience Rebranding 8x8 Work for Mobile -  New illustrations bring a modern and vibrant experience

  • New logo and app icon: These have been redesigned to reflect the evolution of the 8x8 brand.

    Rebranding 8x8 Work for Mobile - The new brand identity refreshes the mobile applications, bringing a modern and vibrant experience

  • The same great features now accompany a brand-new aesthetic, including a completely redesigned and modernized user interface that offers a fresh and enhanced user experience.

Ability to engage customers with Video Elevation in 8x8 Engage call queues (Limited Availability)

Note: The video elevation feature is currently on a limited availability. Contact the 8x8 Support for further assistance.

Video Elevation, now also available in 8x8 Work for Mobile apps, is an integrated solution for 8x8 Engage users. It enables agents to establish a one-way video connection with customers who require assistance during a call.

Note: You do not need an SMS configured on your account to use the Video Elevation service on 8x8 Engage or 8x8 XF Workspace.

Pat, a support specialist at AcmeJets, receives a call from customer Blake regarding his bicycle's stuck gears. To clarify, Pat initiates a video call and sends Blake a link. Upon acceptance, Blake shows the stuck gear, and Pat identifies a safety pin blocking them. After guiding Blake to remove the pin, the bicycle functions correctly, resolving the issue without the need for expert escalation or dispatching a mechanic.

Features

Video Elevation enables a seamless transition from a phone call to a one-way video interaction with just a few clicks during a call with an external number.

  • Availability: This feature is exclusive to 8x8 Engage call queues. The Video invite button will not appear in regular calls.
  • Initiating a Video Call: During a queued call with a customer, agents can tap Video invite to send the customer an SMS with a link to join a video call. This button is only available in 8x8 Engage call queues. In regular calls, the button is not available.
  • Customer Experience: Customers can join the video call by simply accessing the link in the SMS, without needing to install any software.
  • Agent Capabilities: Once the video connection is established, agents can:

    • Gain visual clarity of the customer's issue.
    • Gain visual clarity of the customer's issue.
    • Take screenshots.
    • Record the video.

    • Receive the customer's location.

    • Remotely swap the camera.

  • Returning to Video: If the video interaction is exited, agents can resume it by tapping the call indicator , the video picture-in-picture display , or the Join meeting ..

    Video Elevation - Engage customers with Video Elevation in 8x8 Engage call queues

Limitations

  • Video Elevation is available only for external inbound and outbound Engage calls.
  • The customer can view the live video feed that has been shared with them. However, the customer does not see the 8x8 Engage user during the video interaction.

Engage an external contact with Video Elevation during a queued call

  1. During a queued call with a customer, tap Video to switch your call to a video meeting.

    Video Elevation  - Initiate the video interaction

  2. In the Video invite via SMS window, enter the contact number for the video invitation and tap Send invite. Inform the contact that they will receive a link via SMS, which they should click to join the event. Once the customer accesses the link, the call upgrades to a one-way video meeting.

    Important! When you enter the customer’s number, the country code is mandatory.

    Video elevation - Create the video invitation via SMS

  3. After establishing the video connection, you have the following options:

    • Tap Take screenshot remotely to capture the customer’s issue. The customer can authorize the user to take screenshots during the call but will not be notified when they are taken.
    • Tap Swap camera remotely to change the camera view and recognize the customer's face. However, this requires the customer's approval before it can be enacted.
    • Tap Ask for location to request the customer’s location details. In response, the customer is prompted to give consent for their information.
    • Tap Start recording to record the video call.

    Video Elevation - The agent gains visual clarity of the customer's issue and can take screenshots, collect necessary information, receive the customer's location, record the video, or remotely swap the camera

  4. Optional, if you exit the video interaction, you can resume it by tapping the call indicator , the video picture-in-picture display , or the Join meeting ..

    Video Elevation - Resume the video interaction

Customer experience while using Video Elevation with an 8x8 Engage/XF Workspace user

  1. After the agent sends the video invitation, the customer will receive an SMS on their phone that contains the video invitation as a link.
  2. Customers can easily establish a video connection by accessing the link in the SMS without needing to install any software.

    Note: When a video invite is sent from the in-call view of an 8x8 Work for Mobile app, the customer will receive a text message originating from a number with the same country code as their own. However, in the UK and Ireland, the sender identification will appear as Video.

    Video Elevation - Customers can easily start a video connection with a single tap without software installation

  3. The Video Elevation Meeting window opens in the customer’s browser. Once customers click Allow, they can share the video with the Engage/XF Workspace agent.

    Video Elevation - Sharing the video with the Engage/XF Workspace user

  4. Throughout the call, the customer can allow the XF Workspace users to:

    • Capture screenshots remotely to identify the customer’s problem. However, the customer will not receive alerts when these screenshots are take.
    • Change the camera view and identify the customer's face. However, this requires the customer's approval before it can be implemented.
    • Request the customer’s location details.

    Video Elevation -  The customer can access the video meeting in a new browser window, and allow the Engage/XFW agent to direct them on how to position the camera

Access the video interactions history

Customers can find past video interactions in the Meetings > Past Meetings tab. Video interactions will now appear within the regular meeting list. These video meetings can be easily identified by their unique icon and title, which sets them apart from other scheduled meetings.

Video Elevation - Access video interactions history

To find more information about initiating and receiving phone calls, refer to About phone calls. You can find the same content under About phone calls > How do I engage customers with Video Elevation in 8x8 Engage call queues?

Ability to create expressive messages using AI-assisted writing tools

The new AI Writing Tools feature is now integrated throughout the entire chat area, including SMS, IM, and group SMS, allowing users to craft clear and impactful messages.

Note: All AI-assisted writing tools are disabled by default. Administrators must explicitly enable it in the Work Apps Settings section of the 8x8 Admin Consoleby toggling on the Allow AI in Chat option. For more details, refer to Admin Console - Configure Work Apps Settings.

Messages - Enhance your reply with AI writing tools

Benefits

The AI Writing Tools feature enables you to:

  • Draft context-aware responses: Leverage the last 24 hours of message history to generate relevant, informed replies.
  • Adjust tone and length: Easily modify the style, tone, and length of suggested text to suit your audience and purpose.
  • Accelerate writing and editing: Produce drafts faster and streamline revisions to reduce manual effort.
  • Automate Routine writing tasks: Offload repetitive text creation, such as greetings, sign-offs, or standard replies, to AI.
  • Ensure grammar and style consistency: Apply automated grammar corrections and enforce style guidelines for polished, professional copy.
  • Adapt context dynamically: Refine suggestions based on evolving conversation context to maintain relevance and clarity.

Eligibility criteria

To use the AI Writing Tools and Chat summaries features, the following conditions must be met:

  • Users must have the newest version (12.0) of the 8x8 Work for Mobile app installed, along with the latest versions of all X Series licenses.
  • These AI features are optional. Administrators must grant access by enabling AI features within the Work Apps Settings section of the 8x8 Admin Console.

An 8x8-hosted Llama model powers the AI Writing Tools and Chat summaries. Customer data is solely used for contextual purposes and does not interact with public AI models or contribute to their training.

Access the AI Writing Tools for crafting replies

  1. In the Messages area, while in a conversation, tap the AI Writing Tools button.
  2. Choose your preferred option from the list of tools to craft your replies:

    • Generate Reply: Instantly creates a response.

    • Professional: Maintains a formal and polished tone.

    • Casual: Maintains a relaxed and conversational tone.

    • Sympathetic: Adds warmth and empathy.

    • Expand: Adds more detail and depth.

    • Shorten: Makes the message concise and straight to the point.

    • Rephrase: Improves the submitted response.

    • Original: Restores the original response.

Messages - Enhance your reply with AI writing tools

To find more information about sending and receiving messages, refer to About messages. You can find the same content under About messages > How do I create expressive messages using AI-assisted writing tools?

Other enhancements

  • Enhanced accessibility for screen readers in areas such as Settings, Conversation list, and Chat views.

  • Minor improvements to the user experience and some minor bug fixes.


For details on features introduced prior to this release, see our list of previous releases.

Previous releases

The following features and enhancements were introduced in previous versions of 8x8 Work for Mobile (formerly known as the Virtual Office mobile app).