Overview of 8x8 Contact Center Chrome extension for Salesforce

Note:

The 8x8 Contact Center Chrome extension for Salesforce is currently only available to Beta customers.

8x8 Contact Center 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.

Open CTI vs Chrome Extension key differences

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 integration 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 Contact Center 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

The best of 8x8 Contact Center within Salesforce plus:

• 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 dialing.

• Configuration and customization: Configure integration workflows through a self-service administration portal.

Limitations

• Salesforce Professional edition is not supported.

• Salesforce Person accounts are not supported.

• Limitations related to email support:

  • Manual search for CRM records when initiating an outbound email is not supported.

• 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 IDs 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.

  • When sending .txt files, the content is displayed directly in the conversation and the interaction log as opposed to a file or link to a file.

  • Attachments are not supported within the interaction log, e.g., image (KB and MB), video recording (small & large file), GIF, document (KB and MB). They appear as links, but are not accessible.

  • Emoji messages are not transferred from the external user to the agent when Enable Translation is True.

  • Voice notes are not supported within the interaction log.

  • Sending location pin is not supported within the interaction log.

Supported browsers

The 8x8 integration for Salesforce is supported on the following browsers:

• Google Chrome

• Microsoft Edge

Supported CRM Objects

The 8x8 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 are used (E.164 standard dial plan).