Integration settings allow you to control how the 8x8 Contact Center for Salesforce integration behaves during interactions. You can manage your integration settings at a user level. If an admin has configured settings in 8x8 Admin Console and denied users permission to edit, these settings will be disabled in the integration.
To access your integration settings:
Log in to the 8x8 Contact Center integration.
Click Ready to work or Work Offline to start the session.
Go to Change status > My profile.
In the window that displays, click the Integrations tab.
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Settings | Description | Default state |
Auto interaction log | This option allows the integration to automatically create a Salesforce Task containing a detailed log of interaction data. If Complete is set, then the default Terminated state will apply. If Complete is set and the interaction is abandoned before the Complete state is reached, the interaction log will be created on the default Terminated state. For more information, see the Interaction log screen pop section in this table. | Enabled with state Terminated selected. |
Pop a record during an interaction | This option controls the screen pop behavior while handling multiple concurrent interactions. When enabled, during a second interaction, a single-match record screen pops. When disabled, during the second call, no contact screen pop displays.
| Enabled |
Outbound screen pop | This option controls screen pop for outbound interactions. If enabled, when a user initiates an outbound interaction and a single-match record is found, then the matched record automatically displays. The matched record does not display if this option is disabled. | Enabled |
Screen pop first record in list in multi-match | Automatically pop the first identified record in a multiple-match scenario when an inbound interaction is offered, or an outbound interaction is initiated. | Disabled |
Inbound screen pop | This option controls screen pop for inbound interactions. Select one of the options to control when the screen pop displays for inbound interactions:
| Offered |
Search types | The integration searches Salesforce for existing selected record types.
| Enabled for:
|