Theme
8x8 Contact Center
The 8x8 Contact Center integration enables OmniBots to escalate conversations to live agents in your 8x8 environment. When a handoff occurs, conversation context and collected data are passed to the agent for a seamless transition.
Prerequisites
- An 8x8 Contact Center account with API access enabled
- An API key generated from the 8x8 Admin Console
- At least one queue or channel group configured for receiving bot escalations
- Admin access to OmniBots Settings > Integrations
Configuring the Integration
1. Generate API Credentials in 8x8
- Log in to the 8x8 Admin Console
- Navigate to API Management under your account settings
- Create a new API key with contact center permissions
- Copy the API Key and note your Tenant URL
2. Add the Integration in OmniBots
Go to Settings > Integrations > Add Integration and select 8x8 Contact Center:
| Field | Description |
|---|---|
| API Key | Your 8x8 API key |
| Tenant URL | Your 8x8 tenant base URL (e.g., https://na1.8x8.com) |
| Tenant ID | Your 8x8 tenant identifier |
Click Test Connection to verify that OmniBots can authenticate and query your 8x8 environment.
imageOmniBots 8x8 integration configuration form showing API Key, Tenant URL, and Tenant ID fields with Test Connection button
3. Map Queues and Skills
After the connection is verified, configure routing:
- Click Configure Queues on the integration detail page
- OmniBots fetches your available queues and skill groups from 8x8
- Assign a default queue for general escalations
- Map specific intents or categories to dedicated queues or skill groups
| Mapping Field | Description |
|---|---|
| Default Queue | Queue used when no specific mapping matches |
| Queue Mappings | Map intent or category values to specific 8x8 queues |
| Skill Groups | Optional skill requirements for routing to specialized agents |
| Priority | Interaction priority passed to the 8x8 routing engine |
TIP
Use skill-based routing to direct conversations to agents with relevant expertise. For example, map spanish_support to agents with the Spanish language skill.
Handoff Node Configuration
In the flow builder, add a Handoff node and configure it for 8x8:
- Select your 8x8 integration from the CCaaS Integration dropdown
- Choose the target queue or skill group
- Configure context data to pass to the agent
- Set the Timeout for agent availability before following the failure path
Context Data Passed to Agents
| Data | 8x8 Field | Description |
|---|---|---|
| Conversation transcript | Case Notes | Full bot-user message history |
| Customer name | Contact Name | If collected or identified |
| Issue category | Case Category | The detected intent or category |
| Channel | Media Type | Originating channel |
| Custom variables | Custom Fields | Any flow variables marked for handoff |
Testing the Escalation
- Publish your bot with a flow that includes the Handoff node
- Start a conversation on any channel and trigger the escalation path
- Verify the interaction appears in the 8x8 agent workspace queue
- Confirm the case notes display the conversation transcript and context data
image8x8 agent workspace showing an escalated case from OmniBots with conversation transcript in case notes, contact name, category, and media type
WARNING
If the 8x8 queue has no available agents and the timeout expires, the Handoff node follows its failure path. Design this path to offer alternatives such as a callback request, email follow-up, or a message that agents will respond when available.
Troubleshooting
| Issue | Resolution |
|---|---|
| Connection test fails | Verify the API Key, Tenant URL, and Tenant ID are correct |
| Queues not loading | Ensure the API key has contact center admin permissions |
| Escalation not arriving | Check that the target queue has agents in an available state |
| Missing context data | Verify that variables are marked for handoff in the Handoff node config |
| Channel mismatch | Confirm the channel mapping matches your 8x8 channel group configuration |