Overview
8x8 CPaaS provides SMS and messaging services through the SMS CPaaS bundle, including 8x8 Connect (the web portal for managing outbound SMS and WhatsApp campaigns and instant alerts) and Proactive Outreach.
Support and escalate customer-reported CPaaS issues using the procedure below.
Applies to
8x8 CPaaS
8x8 Connect (CPaaS GUI web portal)
Proactive Outreach
Partner support
How to raise a CPaaS support request
Raising a CPaaS support request follows the same process as any other 8x8 support ticket. There is no separate portal or contact point.
Sign in to the 8x8 PartnerXchange Portal.
Confirm the issue relates to CPaaS. Ask the customer whether they use the 8x8 Connect portal to manage outbound SMS and WhatsApp campaigns, or their instant alerts.
Collect the required details from the customer. See Required details to collect.
Raise a support ticket as normal.
8x8 reviews the ticket and routes it to the appropriate specialist team. No further action is required; 8x8 provides updates on progress.
Required details to collect
Once you confirm the issue is CPaaS-related, collect the following information from the customer and include it on the support ticket:
A description of the issue
The numbers affected
Time and date of the message issue
Reference IDs, where possible
Customer account name
Customer contact email address
Whether SMS was working before
Whether it is a new number
Whether the number is registered for the campaign
CPaaS onboarding
Onboarding starts automatically once CPaaS is ordered through Salesforce or a Deal Desk contact. The CPaaS account manager stays involved through contract signing. After 8x8 receives the signed contract, it raises the onboarding tickets internally and onboarding begins.
Onboarding timelines vary by country and carrier.
For onboarding escalations, contact the CPaaS account manager directly.
CPaaS system down incidents
Customers can check the status page for real-time information on 8x8 CPaaS service availability and service incidents, including planned maintenance.
Subscribing to status updates
Advise customers to subscribe to the status page to receive real-time updates.
Additional resources
The following articles provide more information on CPaaS resources and support:
Communication APIs (CPaaS and 8x8 Connect)
Getting started with CPaaS APIs
Developer documentation
Guides and integrations
UK SMS compliance
Integration overview guides
SMS API guides
Proactive Outreach
Proactive Outreach overview
Jitsi as a Service (JaaS)
Guides and documentation
FAQ