---
title: "Overview of data exchange"
slug: "overview-of-data-exchange"
updated: 2026-07-23T10:07:41Z
published: 2026-07-23T10:07:41Z
canonical: "help.8x8.com/overview-of-data-exchange"
---

> ## 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 of data exchange

**8x8 Contact Center** administrators go to Integration > CRM API and Integration > CRM Triggers in **8x8 Configuration Manager** to configure data, such as customer, case, follow-up, or task data.

The following sequence describes the two-way exchange of data between **8x8 Contact Center** and an external process:

1. An agent uses **8x8 Agent Console** to update customer, case, follow-up, or task information contained in the **Local CRM** database. If a URL has been specified for the interaction under CRM Triggers, then **8x8 Contact Center** transmits a formatted URL that includes the customer, case, or follow-up information. For details on formatted strings transmitted by **8x8 Contact Center** to an external process, refer to [Configure **External CRM** Triggers](/documentation/docs/content-configure-external-crm-triggers).
2. The external process receives the formatted string, then uses the **8x8 CRM API** to read additional information about the interaction from the **Local CRM** database. For details on configuring the **8x8 CRM API** to enable an external process to access the **Local CRM** database, refer to [Configure External **8x8 CRM API** Access](/documentation/docs/content-configure-external-crm-api-access).
3. The external process updates its database with the information read from the **Local CRM**.
4. The external process sends the **Local CRM** database any information required to synchronize the two databases. For example, the external process may use internal logic to revise the priority of the case.