The 8x8 Smart Assist integration is a new AI-powered feature that helps agents work smarter and respond faster during customer interactions.
To set up the 8x8 Smart Assist integration, you must complete the following steps:
Configure the integration in 8x8 Configuration Manager. This involves sharing your API credentials with Capacity (aka Creovai), setting up workflows in Capacity, and setting up wrap-up code descriptions for Smart Assist in 8x8 Configuration Manager. For more information, see Configure the 8x8 Smart Assist integration.
After completing the configuration, enable 8x8 Smart Assist for all users on your tenant or for specific users from the Integration Profiles page in 8x8 Admin Console, depending on your organizational needs.
To enable Smart Assist for all users on your tenant, enable it from the Smart Assist Default profile. To enable it for specific users, create a custom Smart Assist profile and assign the users and/or groups you want to it.
Notes:
A user can be assigned to only one Smart Assist profile at a time.
Multiple profiles can be active simultaneously, each with a different Capacity URL.
To enable Smart Assist for all users on your tenant:
Log in to 8x8 Admin Console.
On the Home page, select Integration Profiles.
In the profile list, click Manage properties
next to the Smart Assist Default profile to open it.
On the Properties tab, click the check box for Integration enabled to turn it on.
In the Smart Assist Url field, enter the URL for your Smart Assist integration. For example: https://customer-capacity.com/executer/desktop/
Note:
The trailing path /executer/desktop/ is mandatory.
Select Save.
Smart Assist is now active for all users on the tenant.
To exclude a small number of users from a tenant-wide rollout:
Because a user can belong to only one profile, you can exclude agents from a tenant-wide rollout by assigning them to a disabled custom Smart Assist profile.
After enabling the Smart Assist Default profile at tenant level, go to the Integration Profiles page.
Click Create profile.
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Add a unique profile name. You can use numbers, letters, and special characters.
Note:
The maximum character limit is 50 and the minimum is one. You cannot have multiple profiles with the same name.
From the Profile type drop-down, select Smart Assist.
Click the check box for Integration enabled.
In the Smart Assist Url field, enter a dummy URL, such as https://placeholder.com.
Uncheck Integration enabled to disable Smart Assist.
Note:
You must keep Smart Assist disabled for this custom profile.
Click Create integration profile.
On the Users tab of the newly created custom profile, click Assign users.
Select the users you want to exclude from accessing Smart Assist, and click Next.
Click Assign users.
The users are removed from the Smart Assist Default profile and will not have access to Smart Assist.
Deleting this custom profile reassigns the users to the default profile.
To enable Smart Assist for specific users:
Log in to 8x8 Admin Console.
On the Home page, select Integration Profiles.
Click Create profile.
Add a unique profile name. You can use numbers, letters, and special characters.
Note:
The maximum character limit is 50, and the minimum is one. You cannot have two profiles with the same name.
From the Profile type drop-down, select Smart Assist.
Click the checkbox for Integration enabled.
In the Smart Assist Url field, enter the URL for your Smart Assist integration. For example: https://customer-capacity.com/executer/desktop/
Note:
The trailing path /executer/desktop/ is mandatory.
Click Create integration profile.
On the Users tab of the newly created custom profile, click Assign users.
Select the users you wish to grant access to Smart Assist, and click Next.
Click Assign users.
Only the users assigned to this profile can access Smart Assist.
Deleting this custom profile reassigns the users to the default profile.