Try the following troubleshooting procedures to resolve the most common integration issues:
‘This content is blocked. Contact the site owner to fix the issue’ error message
https://cloud8.8x8.com needs to be added as a trusted URL within Salesforce.
To add 8x8 as a trusted domain within Salesforce:
Go to Setup.
Type Trusted URLs in the search box and select it.
Click New Trusted URL.
Add cloud8.8x8.com to the allowlist.
Select the iframe-src check box.
Click Save.
Search does not return any results
Ensure correct field-level security
The 8x8 Contact Center Integration for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.
Note:
If you are a user, contact your administrator.
Ensure the correct Search types are enabled
Search types allow you to control what CRM Objects are searched. These can be configured within your integration settings or CRM Integration Profiles.
Note:
If you are a user, you may not have permission to edit Search types. Contact your administrator.
The 8x8 Contact Center for Salesforce Integration supports the following objects in Salesforce:
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
A timeout error logs the agent out and/or disconnects the 8x8 Contact Center integration
If a timeout error logs the agent out and/or disconnects the 8x8 Contact Center integration from Salesforce, the CRM timeout and/or token/key expiration settings must be reviewed and extended to prevent the agent session from expiring due to inactivity.
Screen pop doesn’t work
Ensure the integration is connected
In the 8x8 integration, go to My Profile.
Go to the Integrations tab.
Ensure Salesforce is Connected.
If disconnected, click Connect.
Ensure the correct Search types are enabled
Search types allow you to control what CRM Objects are searched. These can be configured within settings or CRM Integration Profiles.
Note:
If you are a user, you may not have permission to edit Search types. Contact your administrator.
The 8x8 Contact Center for Salesforce Integration supports the following objects in Salesforce:
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
Allow pop-ups and redirects
Go to your browser Settings > Privacy and security > Pop-ups and redirects.
Click Add and enter <https://cloud8.8x8.com> and Salesforce to the list of allowed sites.
Chrome automatically saves these settings.
Note:
This may not be required if your default setting is set to Allow all.
Allow third-party cookies
Go to your browser Settings > Privacy and security > Third-party cookies.
Click Add and enter <https://cloud8.8x8.com> and Salesforce to the list of allowed sites.
Chrome automatically saves these settings.
Note:
This may not be required if your default setting is set to Allow all.
Ensure that a pop-up blocker is not preventing new tabs from opening from Salesforce.
Set the correct field-level security
The 8x8 Integration for Salesforce requires access to certain fields within Salesforce. To ensure correct access, see this support article.
Add Salesforce trusted domains
You may need to add 8x8 as a trusted domain within Salesforce.
To add 8x8 as a trusted domain within Salesforce:
Go to Setup.
Type Trusted URLs in the search box and select it.
Click New Trusted URL.
Add cloud8.8x8.com to the allowlist.
Select the iframe-src check box.
Click Save.
Clear your browser’s cache
Your web browser's cache is possibly corrupted with invalid information.
To clear cache in Google Chrome:
Open Google Chrome on your computer.
Click the three vertical dots in the top-right corner.
Select Settings from the menu.
Click on Privacy and security on the left side.
Select Delete browsing data.
Choose a time range for data deletion from the top of the dialog.
Check the box for:
Cookies and other site data.
Cached images and files.
Click the Delete data button.
Ensure screen pop is enabled in settings
Screen Pop settings can be configured directly within user settings or for all users and subsets of users using CRM Integration Profiles.
Ensure Inbound screen pop and Outbound screen pop are enabled.
Note:
If you are a user, you may not have permission to configure Screen pop settings. Contact your administrator.