Creovai Smart Assist is the real-time, AI-powered assistant that appears alongside your conversations in the 8x8 Agent Workspace. This guide lists the most common reasons the Smart Assist panel may not work as expected, and the checks you and your administrators can run to resolve them. If these checks do not fix the issue, it explains how to contact 8x8 Support and what information to have ready.
Applies to
Smart Assist
8x8 Agent Workspace
8x8 Contact Center
Checks for agents
If the Smart Assist panel is not behaving as expected, start with these:
Sign in to the panel: The first time you open Smart Assist, you are prompted to sign in. These credentials are managed in your organization’s Smart Assist (Creovai) environment; if you do not have them, ask your administrator.
Accept an interaction: The panel stays blank until you accept an interaction. Guidance appears once a chat or call is active.
Check your browser: Smart Assist runs in your browser and needs third-party cookies enabled. It will not work in an incognito or private window. If you see loading or cookie errors, opening Agent Workspace in a browser guest profile provides a clean session.
For voice interactions: Voice currently requires the Creovai Audio Capture App to be installed on the agent’s computer (Windows). Without it, audio cannot be processed. Digital (chat) interactions do not need it.
Checks for administrators
If agents still cannot see Smart Assist, an administrator can confirm the following in the 8x8 Admin Console under Integration Profiles:
The integration is enabled: Open the relevant Smart Assist profile and confirm the Integration enabled checkbox is ticked.
The Smart Assist URL is correct: Confirm the profile’s Smart Assist URL is your full Creovai URL and ends with the required trailing path /executer/desktop/. A “directory not found” message usually means the URL is misspelled or the trailing path is wrong or missing.
The user is on the right profile: A user can only be assigned to one Smart Assist profile at a time. Confirm the affected user is assigned to an enabled profile.
The queue is set up on both sides: To receive interactions, an agent must be in a queue that exists in both 8x8 and your Smart Assist environment. If the panel shows “No conversation to display” when an interaction should be present, check that the queue is configured in both places.
Common issues at a glance
Most issues fall into one of three categories. Work through the relevant column.
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What’s managed where
Smart Assist appears inside the 8x8 Agent Workspace, but much of what runs inside the panel — sign-in, the knowledge base, data sources, AI configuration, and the answers and summaries it produces — is managed in your organization’s Smart Assist (Creovai) environment by your administrators. Changes to that configuration are made there rather than in 8x8
Contacting 8x8 support
If the checks above do not resolve the issue, contact 8x8 Support through your usual support channel. To help us resolve it quickly, please include:
The date and time the issue occurred.
The exact page URL where the problem happens, if it is in the browser.
The usernames of the affected agents or supervisors.
A clear description of what you expected to happen and what actually happened.
Tip:
Screenshots of any error messages are also helpful.
Additional information
See these additional resources on Creovai's Smart Assist Integration: