--- title: "Overview: 8x8 Contact Center for Salesforce" slug: "overview-8x8-contact-center-for-salesforce" updated: 2026-07-23T10:07:25Z published: 2026-07-23T10:07:25Z canonical: "help.8x8.com/overview-8x8-contact-center-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. # Overview: 8x8 Contact Center for Salesforce The **8x8 Contact Center** for **Salesforce** integration offers seamless, out-of-the-box connectivity with minimal setup. It enhances agent efficiency with features like **screen pop** for contextual CRM insights, automated interaction logging, and click-to-call functionality. Agents can handle interactions directly within **Salesforce**, benefiting from an embedded experience and automated record creation for unmatched workflow efficiency. A self-service portal allows easy configuration and customization, ensuring tailored CRM integration to meet business needs. **8x8 Contact Center**’s custom **screen pop** integration with your CRM offers the following benefits: - Out-of-the-box integration with minimal custom development work. - Increased agent productivity with integrated one-click dialing. - Tools that help provide agents with up-to-date information and knowledgeable service. > [!NOTE] > Note: > > **8x8 Contact Center** integration with **Salesforce** is currently available to **Salesforce** Sales Engagement users allowing them to leverage all. ## Audience This guide is intended for **Salesforce** administrators configuring **8x8 Contact Center** integration with **Salesforce** CRM. If you are a new **8x8 Contact Center** integration customer, follow the [instructions for version 3.1 of **Salesforce** integration](/documentation/docs/install-and-configure-version-3-1-of-the-integration-for-salesforce) ## About the 8x8 Integration package versions The 8x8 integration package version number may differ from the **8x8 Contact Center** app version number: - The 8x8 Integration package **version 3.1** installs the **8x8 Contact Center** app version 2.0. ## Availability 8x8 integration with **Salesforce** is currently available in the United States, the United Kingdom, Australia and New Zealand (ANZ), the Republic of Ireland, and France. ## Features The integration with **8x8 Contact Center** offers the following features: - Seamless **8x8 Contact Center** integration with the **Salesforce** environment, providing an intuitive interface that makes it easier for agents to interact with customers. - Integrate with the **Salesforce** Classic, Console, and Lightning platforms and desktop environments. - Supported **Single Sign-On** functionality, which allows agents to sign in to the **8x8 Contact Center** app from the native **Salesforce** environment without needing an extra set of credentials. - Take advantage of multimedia channels: phone, chat, and voicemail for flexible communications. - Supported **screen pop** for inbound interactions and outbound campaign calls. - During an interaction, search and find the CRM record, and assign the call log to the appropriate CRM record. Add additional notes if needed. - Take advantage of the **Auto-selected possible match** feature which tracks the active object/record tab accessed by the agent during a call and includes it as a **Possible match** in the list of matches. When the call ends, the call log is associated with the possible match. - Take advantage of **8x8 Contact Center** skills-based routing, which ensures that customers are directed to the agent who can best solve their problem. - View real-time queue status and agent presence to manage the interactions efficiently. - Ability to search the CRM records from the **8x8 Contact Center** app’s **Search** tab. - Ability to select a possible match from **Salesforce** contacts. Any record opened during an interaction gets listed as a possible match which allows you to associate the call log to it. - Ability to **click-to-dial** directly from the native **Salesforce** account. - Communicate with customers via integrated chat channels, log chat transcripts as a task and associate it with the desired CRM record. - Customization allows you to inject custom data into call logs, support any **Salesforce** object as well as custom objects. - Support for **Salesforce** Sales Engagement, previously known as High Velocity Sales. - Ability to perform warm/cold call transfers between agents. - Email routing via the **8x8 Contact Center** app. - Ability to pull multiple emails simultaneously, regardless of your status or the limit set by the admin for handling blended interactions. - Support for SMS channels. - Support for WhatsApp channels. ## Limitations - Version 3.1 of **8x8 Contact Center** integration with **Salesforce** only supports 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. - Limitations related to email support: - This functionality is not copied over to Local CRM yet. - Limitations related to SMS support: - We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers. - We don't support MMS. - SMS messaging doesn't support images or emojis. It is plain text only. - Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent. - Group messaging is currently not supported for outbound SMS. - For outbound SMS, an SMS channel must be set up with a number for that region. - To send a message while on a call, there must be a disposition code set up. - Alphanumeric sender ID’s are not available. - Limitations related to WhatsApp support: - Agents cannot initiate outbound WhatsApp messages. - Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer. ## Supported CRM objects **8x8 Contact Center for Salesforce** supports the following objects in **Salesforce**: - Account - Contact - Lead - Opportunity - Case (not supported by **Salesforce** Sales Engagement)