Overview
8x8 is working to improve the user integration interface with enhanced functionality, to bring the latest advancements in the 8x8 Contact Center for specific CRM applications. In this article, we provide a catalog of the changes that you'll see in the improved interface compared to previous versions.
Online documentation for these integrations is available via the links, below.
8x8 customers using the following Contact Center integrations have been migrated to use the improved interface, and no action is required for them:
Salesforce
Microsoft Dynamics
NetSuite
Zendesk
Zoho (as of July 8, 2025)
Hubspot (as of July 8, 2025)
Freshdesk (migration expected end of July, 2026)
SugarCRM (migration expected end of July, 2026)
ServiceNow (migration expected end of July, 2026)
Applies To
8x8 Contact Center
Agent Workspace
Integrations
Zoho
Hubspot
Freshdesk
SugarCRM
ServiceNow
What is Changing?
Menu User Interface
The tab menu component has been redacted in the new version.
Previous version | New version |
|---|---|
|
Settings
Settings that were previously located in the gear icon 
Click on the drop-down arrow at the top.
Click Work Offline.
Then click My profile.
In the popup window, click on the tabs at the top to locate all of the settings that were available in the old interface.
Note:
When you see a Save button in any particular section, you'll be required to click it to permanently apply any changes made within that section. As usual, changes to any settings that do not have a Save button are automatically applied.
Searching for CRM records
The process for matching CRM records is radically improved.
Before the user answers an offered interaction, the 8x8 integration will indicate that it is searching for CRM records.
Toaster Notification Collapsed | Toaster Notification Expanded |
|---|---|
If the user answers an offered interaction before the CRM search has been completed, the user interface will indicate that a record search is being performed.
CRM Matching
The interface will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.
No Match | Single Match | Multiple Matches |
|---|---|---|
CRM Search & Linking Interactions
When single or multiple matches are indicated, clicking the avatar provides a display of those matching records.
Within each interaction, the user can also search for other CRM records, and link the interaction to the required record.
New version |
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Testing for ServiceNow
If testing prior to upgrade, we advise making changes within a sandbox environment.
Once tested, we advise making changes to your live environment before the upgrade date. This is not mandatory.
Open the OpenFrame Configurations page within ServiceNow.
Click on the 8x8 Integration OpenFrame Configuration.
Click the Lock icon to unlock entry into the URL field.
Update the URL: https://cloud8.8x8.com/<wbr>mashell/public/servicenow.<wbr>html?companel=vcc&integration=<wbr>I3&instanceUrl=<Domain URL of your ServiceNow instance>&vccDomain=<VCC domain URL>&env=servicenow&nextGen=<wbr>true
Make sure to add your own <Domain URL of your ServiceNow instance.> For example, the following URL would be used for the ServiceNow instance <https://dev72734.service-now.<wbr>com>:
Click Submit to finish your integration configuration.
Completed Migrations
The following CRMs have been fully enabled to use the latest versions of the 8x8 Contact Center integration. No new action is required for them:
Salesforce
Microsoft Dynamics
NetSuite
Zendesk
Zoho
Hubspot
Online Documentation
Links to all online help guides for CRM integrations and more are available here: