---
title: "Overview: 8x8 Work and Engage Chrome extension for Salesforce"
slug: "overview-8x8-work-and-engage-chrome-extension-for-salesforce"
updated: 2026-09-03T17:08:03Z
published: 2026-09-10T16:21:58Z
canonical: "help.8x8.com/overview-8x8-work-and-engage-chrome-extension-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 Work and Engage Chrome extension for Salesforce

> [!NOTE]
> Note:
> 
> 8x8 Work and Engage for Salesforce is currently only available to Beta customers.

**8x8 Work** and Engage for **Salesforce** offers seamless, out-of-the-box connectivity with minimal setup. It improves agent efficiency through screen-pop, automated interaction logging, and click-to-call functionality. A self-service portal allows easy configuration and customization, so the integration adapts to your business workflows.

## Key differences between the Open CTI and the new Chrome extension

**Salesforce** deprecated Open CTI, and the 8x8 integration for **Salesforce** now uses a Chrome extension. The following are the key differences to be aware of when transitioning from Open CTI to the Chrome extension:

- The integrations opens in a separate window instead of an embedded panel.
- Uses browser tabs for navigation instead of built-in **Salesforce** tab navigation. For example, screen pops open in a new browser tab.
- Does not support the **Possible match** functionality. When creating a new record during an interaction, the user must manually associate the new record with the interaction.

## Audience

This guide is intended for **Salesforce** administrators who configure the **8x8 Work** and Engage integration for **Salesforce**, and for agents using the integration.

## Availability

- The 8x8 integration for **Salesforce** is compatible with **Salesforce** Enterprise, Unlimited, and Performance editions.
- The 8x8 integration for **Salesforce** is compatible with **Salesforce** Lightning and Classic.

## Features

In addition to the standard **8x8 Work** and Engage features, the integration includes the following:

- **Out-of-the-box integration**: Connects with minimal setup and no custom development required.
- **Screen pop and contextual information**: Automatically retrieves and displays **Salesforce** records when an interaction starts or is received, giving agents immediate context including past call history.
- **Interaction logging and history**: Records interactions on completion and links them to the appropriate **Salesforce** record, capturing key data such as Call Duration, Call Recording, and SMS Transcript.
- **Automated record creation**: Automatically creates a new record when no matching record is found, keeping customer data current and reducing manual work for agents.
- **Click to call**: Initiates a call by clicking a phone number in the CRM, removing the need for manual dialling.
- **Configuration and customization**: Configure integration workflows through a self-service administration portal.

To learn more about **8x8 Work** features, see [**8x8 Work for Desktop**](/documentation/docs/about-8x8-work-for-desktop).

To learn more about 8x8 Engage features, see [8x8 Engage](/documentation/docs/about-8x8-engage).

## Limitations

- **Salesforce** Professional edition is not supported.
- **Salesforce** Person accounts are not supported.
- The **8x8 Work** and Engage integration requires an additional endpoint to facilitate calls, such as **8x8 Work for Desktop** or a hard phone.
- **8x8 Work** for **Salesforce** must be fully loaded for **click-to-dial** to work.
- If your **Auto Attendant** flow uses **Transfer to User**, the extension number is passed instead of the caller ID. This may prevent screen pop from working as expected.
- For call queues, users must log in or out of their assigned queues directly in **8x8 Work** or by dialing the maintenance number.
- Advanced call features, such as auto attendants, ring groups, and call queues, are not supported.

## Supported browsers

The **8x8 Work** and Engage integration for **Salesforce** is supported on the following browsers:

- Google Chrome
- Microsoft Edge

## Supported CRM objects

The **8x8 Work** and Engage integration for **Salesforce** supports the following objects:

- Account (enabled by default)
- Contact (enabled by default)
- Lead (disabled by default)
- Opportunity (disabled by default)
- Case (disabled by default) — not supported by **Salesforce** Sales Engagement

## Supported phone number formats for search

The integration finds matches for the following phone number formats stored in the CRM when the country code and plus sign is used (E.164 standard dial plan).

| Format | Example |
| --- | --- |
| Plain digits | 1234567890 |
| Leading zero | 01234567890 |
| Country code with + | +11234567890 |
| Country code without + | 1123457890 |
| Country code in parentheses with + | (+1)1234567890 |
| Country code in parentheses without + | (1)123457890 |
| Area code in parentheses | (123)4567890 |
| Periods | 123.456.7890 |
| Dashes | 123-456-7890 |
| Spaces | 123 456 7890 |
| Country code with +, spaces | +1 123 456 7890 |
| Country code without +, spaces | 1 123 456 7890 |
| Area code in parentheses, spaces, dashes | (123) 456-7890 |
| Country code with +, area code in parentheses, spaces, dashes | +1 (123) 456-7890 |
| Country code without +, area code in parentheses, spaces, dashes | 1 (123) 456-7890 |