---
title: "Handle chats with 8x8 Contact Center for 1CRM"
slug: "handle-chats-with-8x8-contact-center-for-1crm"
updated: 2026-07-23T10:07:21Z
published: 2026-07-23T10:07:21Z
canonical: "help.8x8.com/handle-chats-with-8x8-contact-center-for-1crm"
---

> ## 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.

# Handle chats with 8x8 Contact Center for 1CRM

A chat channel facilitates communication of interactions in and out of a **8x8 Contact Center** tenant. When an interaction comes to the channel via chat, it is directed to the appropriate queues via skill-based routing rules.

To receive or send chats using **8x8 Contact Center for 1CRM**, you must:

- Be a member of the chat queue to which the chat is routed.
- Place yourself in the **Available** status.

The data lookup for searching in **1CRM** is via an email address. To trigger a chat request, customers must enter an email ID. If the application is open when a chat is offered, the **Chat** tab in the integration blinks red, indicating an inbound interaction. Click to accept the chat. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/chat-example(1).gif?sv=2026-02-06&spr=https&st=2026-11-03T22%3A41%3A18Z&se=2026-11-03T23%3A41%3A18Z&sr=c&sp=r&sig=bwhyaFjCJ9lZ7%2BQH4WsQ4I3lyAcynlGXqJOce%2F%2Fo5NY%3D)

**To process a chat interaction:**

1. Under the **Chat** tab, click **Accept Chat** or on the check mark next to the customer name to accept the chat. If there is a customer match, the customer record pops. The **Search** tab allows you to see the matching records.
2. Handle the chat interaction with the customer.
3. Click **End** to finish the chat. The post-processing time initiates if your administrator has set it up for your tenant. Post-processing gives you time to add more notes for the chat.

> [!NOTE]
> Note:
> 
> Your administrator sets the post-processing timer. If the post-processing countdown interval reaches zero, **8x8 Contact Center for 1CRM** automatically sets your status to **Available**.
4. Click **End Post Processing**, or wait for the chat to terminate.
5. Click **Work Offline** if you need more time to complete any post-processing tasks.
6. At the termination of the chat interaction, the Activity screen pops in **1CRM**. The Activity list includes information about the time the chat was initiated, accepted, and terminated, along with the chat transcript.