---
title: "Configuring a Chatbot Using the 8x8 Chat Widget"
slug: "configuring-a-chatbot-using-the-8x8-chat-widget-1"
updated: 2026-05-19T11:53:12Z
published: 2026-05-21T21:28:57Z
canonical: "help.8x8.com/configuring-a-chatbot-using-the-8x8-chat-widget-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring a Chatbot Using the 8x8 Chat Widget

## Objective

This guide will cover how to configure your AI chatbot in the Cognigy platform using the 8x8 chat widget.

Before starting this guide, ensure you have completed [Configuring the 8x8 Extension for ICA](/support/docs/configuring-the-8x8-extension-for-ica).

## Applies To

- 8x8 Contact Center
- Intelligent Customer Assistant (ICA)
- Cognigy

## Configure the 8x8 Endpoint

1. You will need to obtain a Chat Gateway API Key. You can follow [this guide](https://developer.8x8.com/actions-events/docs/api-key) for steps on obtaining the API key. Create an App with a name similar to ICAChatGatewayAPI.
2. Make a note of this key as it will be used in Cognigy.
3. Log in to your Cognigy account.
4. Click on the agent you need to hand over to 8x8.![CognigyAgent1.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11935)
5. Expand the **Deploy** tab and select **Endpoints**.![CognigyDeploy.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11934)
6. Create a new endpoint.
7. Enter a name for the Endpoint
8. Select a Flow.
9. Select **8x8**.
10. Click **Save**.![Cognigy8x8Endpoint.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11929)
11. Expand the **8x8 Setup** section.
12. Enter [**https://api.8x8.com**](https://api.8x8.com) as the Base API URL.
13. Copy and paste the API Key you acquired in step 1 into the API access token field.
14. Enter your tenant name into the 8x8-Tenant field.
15. Scroll down to the **Handover Settings** section.
16. Select 8x8 as the Handover Platform.
17. Enter the same information that you just entered.
18. Click **Save**.![Cognigy8x8EndpointSettings.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11936)
19. Copy the **Endpoint URL**.

## Create a Channel for the Cognigy Bot

1. Open your 8x8 Configuration Manager.
2. Go to the **Channels** tab and click on **Chat**.
3. Create a new chat channel for your chatbot.
4. Make sure the channel is enabled.
5. Click **Save**.

![ChatbotChannel.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11928)

> [!NOTE]
> Note:
> 
> Do not create a channel of type ChatAPI.

## Create a Webhook in 8x8 to Point to the Cognigy Endpoint

1. Go to the **Integration** tab and click on **Webhooks**, then add a new webhook.
2. Enter the Webhook name and the **Endpoint URL** you copied earlier.
3. In the **Chat API Version** field, select **Chat Gateway v1.0**.
4. Click **"Test Connection"** to ensure the connection has been entered correctly and is working.
5. Click **Save**.![8x8Webhook.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11937)
6. Edit the Webhook again and assign it to the channel you created earlier.
7. Click **Save**.![WebhookChannel.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11930)

## Create a Chat Queue for the Cognigy Bot

1. Go to the **Queues/Skills** tab and create a new chat queue.

![ChatbotQueue.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11932)

> [!NOTE]
> Note:
> 
> Do not add any agents to this queue. A separate queue will be used to handover chats to agents. This queue is to hold chats that Cognigy bot/agent is answering before, or instead of, passing them to a human agent.

## Create a Chat Window

To use an 8x8 chat widget with Cognigy, you will need to create the design of your chat widget.

1. To do so, go to the **Chat Design** tab and follow this [chat design guide](/documentation/docs/configure-embedded-chat-design).
2. Once you have created your chat design, click on the **Window** section and edit the chat Window you are using.
3. Ensure the **'Allow customers to keep session** alive' option is selected.
4. Set the Duration value to 60 minutes.![ChatbotWindow.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11931)

## Create a Chat Script

Now that we have our chat design, we need to create a chat script to piece it all together.

1. Go to the **Scripts** tab and use this [chat script guide](/documentation/docs/create-a-chat-script) to see how to build a chat script, as well as what each script object does.
2. Now that you have created your chat script, as you require, add in a **Forward to Queue** object.
3. Set your Forward to Queue object to point to the chatbot queue you created earlier.![ChatbotScript.PNG](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/11933)

This completes the steps on how to integrate your AI chatbot on the Cognigy platform using the 8x8 chat widget. Here are the steps for configuring the Agent Handover from Cognigy to 8x8.

## Additional Information

**Question**: Can I block incoming chats from specific users

**Answer**: Currently, there is no out-of-the-box solution to block an incoming chat. However, you can [raise a Support case](/support/docs/create-a-case-with-8x8-support) and request to speak with our Professional Service team to discuss possible customizations for your organization.