---
title: "Install and configure version 3.1 of the integration for Salesforce"
slug: "install-and-configure-version-3-1-of-the-integration-for-salesforce"
status: "update"
updated: 2026-10-28T15:57:13Z
published: 2026-10-28T15:57:13Z
canonical: "help.8x8.com/install-and-configure-version-3-1-of-the-integration-for-salesforce"
---

> ## 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.

# Install and configure version 3.1 of the integration for Salesforce

8x8 Contact Center now supports Open Computer Telephony Integration (CTI) with support for Single Sign-On access from the native Salesforce environment. Salesforce users can launch 8x8 Contact Center with just a click from the Salesforce application and take advantage of the benefits of integration.

**Features of Single Sign-On**

- Ability to launch 8x8 Contact Center from the comfort of the Salesforce dashboard
- Reduced 8x8 Contact Center sign-in time while working in Salesforce
- Improved security; Salesforce user credentials do not need to be stored in 8x8 Contact Center
- Support for both Salesforce Service Console and non-Console mode in Salesforce
- Ability to dial out calls using native click-to-dial links in Salesforce Service Console and non-Console mode

The integration allows you to perform your Salesforce account activities using the integrated 8x8 Agent Workspace with the following features:

- Multichannel support, including phone, chat, and voicemail channels
- Visibility of queue status and agent presence
- Support for screen pop of the matching end user data during inbound interactions
- Support for screen pop during phone calls (based on caller ID)
- Support for screen pop during chats (based on email ID in 3.1)
- Ability to search based on arbitrary data (requires customization)
- Ability to record custom messages for agents
- Ability to track historical data of agent activity using historical reports (for supervisor only)
- Ability to monitor agent activity (for supervisor only)

**Requirements**

- Administrative access to a Salesforce account
- Administrative access to an 8x8 Contact Center account

**Limitation of Single Sign-On**

The auto log from an interaction is saved to the Comments field, which limits the data size to 4000 bytes. If an interaction log exceeds 4000 bytes, you cannot save the log.

## Install and configure Single Sign-On integration

> [!NOTE]
> Note:
> 
> Version 3.1 of 8x8 Contact Center integration with Salesforce only supports Single Sign-On for users with 8x8 Unified Login, and 8x8 Unified Login with 8x8 Work. If you use a legacy 8x8 Contact Center tenant, Single Sign-On functionality is not supported. Salesforce Professional Edition is not supported.

Setting up Salesforce for Single Sign-On integration with 8x8 Contact Center requires the Salesforce administrator to:

**Step 1: Install the integration package**

You must install the 8x8 Contact Center package for Single Sign-On.

**To install the integration packages:**

1. Log in to Salesforce as an administrator. If you are using a custom domain, you must log in using your custom domain name.
2. Use the following URLs to set up the desired Salesforce environment:
  - **For Version 3.1 of Salesforce Integration (Production):** [https://8x8inc-f-dev-ed.lightning.force.com/packagingSetupUI/ipLanding.app?apvId=04t1U000007sn1t](https://8x8inc-f-dev-ed.lightning.force.com/packagingSetupUI/ipLanding.app?apvId=04t1U000007sn1t)
  - **For Version 3.1 of Salesforce Integration (Sandbox):** [https://test.salesforce.com/packaging/installPackage.apexp?p0=04t1U000006FhX4](https://test.salesforce.com/packaging/installPackage.apexp)
3. Select which user types to install for, and confirm to install. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-user-types.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
4. At the notification that the installation is complete, click **Done** to open your list of packages installed in Salesforce. Under **Installed Packages**, you see **8x8integrations** along with the package installation details. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-installed.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

**Step 2: Check API permission**

In order for the integration to function with a user role, ensure that API is enabled for the selected user roles in the administrative permissions.

**To enable API:**

1. Go to Salesforce **Setup.**
2. From the navigation menu on the left, go to **Users > Profiles**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/api-user-profiles.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
3. Select the user role you need, and click **Edit**.
4. Under the **Administrative Permissions** of the user profile, ensure that the **API Enabled** check box is selected. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/api-enabled.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

**Step 3: Configure your 8x8 Contact Center call center**

1. Go to Salesforce **Setup.**
2. From the navigation menu on the left, go to **Feature Settings > Service > Call Center > Call Centers**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/configure-call-center-call-centers.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D) The page displays the available call center packages installed.
3. Next to the **8x8 Integration I3** package, click **Edit**.
4. Replace the **CTI Adapter URL** with the relevant URL as shown in the table below. Replace the placeholder **naX** with your cluster.

> [!NOTE]
> Note:
> 
> You can find your cluster in the browser URL after logging in to the 8x8 Configuration Manager.

| Set up | CTI Adapter URL |
| --- | --- |
| Single Sign-On (SSO) enabled | https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-**naX**&ssoMode=true&nextGen=true > [!WARNING] > Important: > > - Replace the **naX** in the CTI URL with the cluster your tenant is hosted on. > - Customers on the **na6** cluster and a mode 3 tenant must use the `https://sso.8x8.com/login/vcc` vccDomain instead of `https://sso.8x8.com/login/vcc-na6`[.](https://sso.8x8.com/login/vcc) |
| Single Sign-On (SSO) disabled | https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-**naX**&nextGen=true > [!WARNING] > Important: > > - Replace the **naX** in the CTI URL with the cluster your tenant is hosted on. > - Customers on the **na6** cluster and a mode 3 tenant must use the `https://sso.8x8.com/login/vcc` vccDomain instead of `https://sso.8x8.com/login/vcc-na6`[.](https://sso.8x8.com/login/vcc) |
| Salesforce Sandbox | https://cloud8.8x8.com/mashell/public/salesforce.html?env=salesforce&companel=vcc&vccmode=3&vccDomain=https://sso.8x8.com/login/vcc-**naX**&sandbox=true&nextGen=true > [!WARNING] > Important: > > - Replace the **naX** in the CTI URL with the cluster your tenant is hosted on. > - Customers on the **na6** cluster and a mode 3 tenant must use the `https://sso.8x8.com/login/vcc` vccDomain instead of `https://sso.8x8.com/login/vcc-na6`[.](https://sso.8x8.com/login/vcc) |
5. Click **Save** to proceed to adding users. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/configure-call-center-save.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

**Step 4: Add users to the call center**

In this step, identify and set up Salesforce users acting as call center agents.

1. Go to Salesforce **Setup.**
2. From the navigation menu on the left, go to **Feature Settings > Service > Call Center > Call Centers**.
3. Next to the **8x8 Integration I3** package, click **Edit**.
4. In the package details, click **Manage Call Center Users**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-users-manage.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
5. Click **Add More Users** to add filters to search for specific users, and click **Find**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-users-add-more-users.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
6. From the list of users, select the desired users, and click **Add to Call Center**.

**Step 5: Link Salesforce user account to 8x8 Contact Center agent account (mandatory for Single Sign-On users)**

For Salesforce users to log in to 8x8 Contact Center, you must create an agent account, or edit an existing one, in 8x8 Admin Console. Before you start, locate the agent’s Salesforce username.

**To link a Salesforce user to an agent account:**

1. Log in to 8x8 Admin Console.
2. Go to **Home > Users** and edit the user profile of the prospective Salesforce user.
3. Scroll down to **Advanced settings > Third-party integration**.
4. Enter the **Third party** (CRM name) and **Username** (of the user when they log in to Salesforce), and click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/link-salesforce-vo-cm.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D) You have now completed the integration setup.

**Step 6: Enable integration with Salesforce Lightning apps**

In this step, enable integration with Salesforce Lightning apps so the integration can be accessed.

1. Go to the Salesforce **Setup** page.
2. From the navigation menu, select **Apps > App Manager** to open your list of Salesforce apps. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/enable-integration-app-manager.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
3. Next to the Salesforce Lightning app you want to enable for the integration, click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-arrow-down_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D) and select **Edit**.
4. In the **Utility Items (Desktop Only)** section of the app settings:
  1. Click **Add Utility Item**.
  2. Enter <softphone> in the search box, and select **Open CTI Softphone** in the search results.
  3. Enter a **Label** name for the integration icon (such as 8x8 Phone).
  4. Enter a **Panel Width** of <260> and a **Panel Height** of <700>.
  5. Verify that the **Start automatically** option is selected.
  6. Click **Save**.
5. Repeat for all Salesforce apps you want to enable for the integration.

When you open a Salesforce app you enabled, click the button in the footer with the label name you entered earlier, and log in to 8x8 Contact Center.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/enable-integration-open-app.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

**Step 7: Allow 8x8 to access Salesforce data**

In order for 8x8 to properly access Salesforce data, you must [allow pop-ups in Chrome and whitelist the 8x8 cloud domain URL](/documentation/docs/browser-requirements-for-8x8-contact-center-integrations).

In addition, the first time you try to open 8x8 Contact Center for Salesforce, you get a notification that a pop-up is blocked in your URL bar. In order for the integration to work, you must accept prompts from Salesforce and 8x8 to allow the integration to access Salesforce data.

**To allow 8x8 to access Salesforce data:**

1. When you see the blocked pop-up notification, click the icon in the URL bar to open a notification box. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/allow-access-enable-pop-ups.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
2. In the notification box, select the **Always allow pop-ups and redirects** option, and click the URL that shows up above the option to open a Salesforce access prompt.
3. Review the Salesforce prompt, then click **Allow**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/maestroint-app-message.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
4. If you are a Single Sign-On user, accepting the Salesforce prompt opens a similar 8x8 prompt. Review and accept the 8x8 prompt to return to Salesforce. The 8x8 integration is now able to access Salesforce data.

**Step 8: Install the MaestroInt app and manage access to it**

Usage restrictions can block access to uninstalled connected apps. Admins must find which uninstalled apps are in use, and decide if they’re trusted and should be installed, or block them if they’re not. This may prevent new and existing users from receiving the OAUTH_APPROVAL_ERROR_GENERIC message when trying to authenticate via an uninstalled connected app.

**To install the MaestroInt app:**

1. Go to Salesforce **Setup.**
2. Use the search bar to locate **Connected Apps OAuth Usage** and select it from the list of results.
3. Locate the **MaestroInt** app in the list.
4. Check whether the **MaestroInt** app shows the **Install** button in the **Action** column. This indicates that the app is not installed.
5. Click **Install**. ![Salesforce Setup displays Connected Apps OAuth Usage, highlighting MaestroInt app.](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/install-MaestroInt.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
6. From the confirmation page, select **Install**.
7. After installation, click **Edit Policies.** ![Salesforce Connected App page highlights Edit Policies.](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/edit-policies-MaestroInt.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
8. From the **OAuth Policies** section, click the **Permitted Users** dropdown menu and select one of the following options:
  - **All users may self-authorize** (Default): Allows anyone in the organization to authorize the app after signing in for the first time.
  - **Admin approved users are pre-authorized**: Allows only users with specific profiles or permission sets to access without authorizing. For this option, you must manage profiles for the app by editing each profile’s **Connected App Access** list. You can also manage permission sets for the app by editing each permission set’s **Assigned Connected App** list. ![Salesforce Connected App settings show OAuth policies Permitted Users options.](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/permitted-users-MaestroInt.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
9. From the **IP Relaxation** drop-down, select **Enforce IP restrictions** if it is not already selected. This ensures the 8×8 Integration for Salesforce works as intended. ![Salesforce Connected App page highlights IP relaxation set to Enforce IP Restrictions under OAuth policies.](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/ip-relaxation-MaestroInt.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
10. Click **Save**.

**Step 9: Install 8x8 Single Sign-On (required if CTI has *ssoMode=true*)**

If you enabled Single Sign-On by adding *ssoMode=true* in the CTI Adapter URL configuration in [Step 3](/documentation/docs/install-and-configure-version-3-1-of-the-integration-for-salesforce#configure-call-center), you must install 8x8 Single Sign-On in Salesforce and configure which users can access it.

**To install 8x8 Single Sign-On:**

1. Go to Salesforce **Setup.**
2. Use the search bar to locate **Connected Apps OAuth Usage** and select it from the list of results.
3. Locate the Single Sign-On in the list of connected apps.
4. Click **Install** from the **Actions** column. A confirmation page launched in a separate tab. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sso-install-connected-app-oauth-usage.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
5. Click **Install**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sso-install-connected-app-oauth-usage2.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
6. Click **Edit Policies**.
7. From the **OAuth Policies** section, click the **Permitted Users** dropdown menu and select one of the following options:
  - **All users may self-authorize** (Default): Allows anyone in the organization to authorize the app after signing in for the first time.
  - **Admin approved users are pre-authorized** (Recommended by Salesforce): Allows only users with specific profiles or permission sets to access without authorizing. For this option, you must manage profiles for the app by editing each profile’s **Connected App Access** list. You can also manage permission sets for the app by editing each permission set’s **Assigned Connected App** list. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sso-oauth-policies.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

> [!NOTE]
> Note:
> 
> In a Group Edition organization, you can’t manage individual user access with profiles. However, you can manage all users’ access when you edit a connected app’s OAuth settings.
8. Click **Save**.

**Step 10 (Optional): Generate API token in 8x8 Configuration Manager for call recording**

The 8x8 Contact Center API token is a unique identifier that authenticates and allows access to 8x8 Contact Center call recordings.

**To generate API token in 8x8 Configuration Manager:**

1. Log in to 8x8 Configuration Manager as an administrator.
2. Go to **Integration > API Token**.
3. Click **New Token** to generate a new token for security reasons. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/generate-api-token.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)
4. Copy the secure access token and paste into an email or share it with the agent who wishes to access the recorded calls. After receiving the token, the agent must open **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D) in the integration, go to **Advanced**, enter the token in the **VCC CM Integration Data Request Token** field, and click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/generate-api-token-paste.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A12Z&se=2026-11-03T22%3A14%3A12Z&sr=c&sp=r&sig=qVxozDGAvU%2BsTRJrsRullJAt1b21v%2BBClnV%2F35DblyE%3D)

> [!NOTE]
> Note:
> 
> The URL format of **Your VCC domain** must match your contact center's service type:
> 
> - General **Virtual** 8x8 Contact Center for Salesforce users (legacy), must enter [**https://vcc-naX.8x8.com**.](https://vcc-naX.8x8.com.)
> - **Virtual** 8x8 Contact Center for Salesforce users who have opted for 8x8 Unified Login must enter their SSO link: [**https://sso.8x8.com/login/vcc-naX**.](https://sso.8x8.com/login/vcc-naX.)
> - **Virtual** 8x8 Contact Center for Salesforce users who have opted for 8x8 Unified Login with 8x8 Work must also enter their SSO link **https://sso.8x8.com/login/vcc-naX**.