Important!
Mandatory Multi-Factor Authentication (MFA)
To strengthen account security and meet industry compliance standards, MFA will become mandatory for all users using 8x8 Authentication.
Enforcement window: MFA will be enforced between February 1 and March 31, 2026.
Action required: Set up MFA before enforcement begins.
For detailed setup instruction, see 8x8 Admin Console - Set up 8x8 Authentication: Multi-Factor Authentication.
Important
The Outlook Classic contact sync feature for Windows will be retired on August 31, 2026
Until this date, you can continue to import contacts from Outlook Classic.
After this date, the feature will no longer be available.
If you encounter issues after the retirement date, contact your administrator or 8x8 support.
For detailed instruction, see Retirement of Outlook of Outlook Classic contact sync for Windows.
What's new in the 8x8 Work for Desktop/Web 8.37 release?
In this release of 8x8 Work for Desktop, we have introduced the following enhancements.
Benefits
Quicker access to what you use most: The Command Palette now remembers your recently accessed contacts and rooms.
Compliance built into text messaging: Unsubscribed conversations are clearly labeled and read-only until a recipient opts back in.
Caller ID choice: Lets users select their assigned phone number, or for 8x8 Engage users, one of their contact center queues, as their outbound Caller ID.
Flexible control: Lets administrators make the Caller ID list available in Dialpad for their organization, and enforce that setting so users can't disable it.
A Caller ID you can trust: Admin-updated Caller IDs and the Caller ID list itself stay accurate and consistent across the organization.
Recent contacts and rooms in the Command Palette
The Command Palette tracks your most recently accessed contacts and rooms for quick retrieval. Whenever you place a call, send a chat, or enter a room using the palette, the item is saved to the Recent section along with its associated actions. Each room entry displays its avatar, room type, and visibility setting (public or private). The Recent list holds up to eight items, with the most recent at the top.
In addition to recent activity, the Command Palette lets you locate contacts, launch rooms, start calls, or access settings from anywhere in the application.
To open the Command Palette, press Command+Shift+K on macOS or Control+Shift+K on Windows.
To learn more, see Tour the 8x8 Work for Desktop interface: Use the Command Palette.
Displays your most recent search results, a private room, an extension contact, and a public room for quick access
Clearer status for SMS opt-in and opt-out conversations
8x8 Work now shows the status of SMS opt-in and opt-out conversations more clearly.
If you send an SMS to a recipient for the first time, a compliance opt-in message is automatically sent after your message (system-generated, not editable). When a recipient replies "STOP," the conversation becomes read-only and is marked "Unsubscribed" on the roster, so users can see the status even after closing the conversation. If the recipient replies "START," the conversation reopens and messaging resumes. This status applies at the organization level, so no user in the organization can message an unsubscribed recipient until they opt back in.
To learn more, see SMS Registration - brand and campaign registration: Campaign Registration.
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Shows how a recipient's STOP reply updates both the conversation thread and the Conversations list with an Unsubscribed status
Admin control for caller ID visibility in Dialpad
The Display Caller ID in Dialpad setting lets 8x8 Work for Desktop and Web users manage the visibility of the Caller ID list in Dialpad during call setup. Users find this option under Call Settings in their Profile panel.
When enabled, users can open the Caller ID list in Dialpad to select either their assigned phone number or, for 8x8 Engage users, one of their contact center queues, as their outbound Caller ID. Users can disable the setting in their Profile panel unless an administrator enforces it.
To learn more about Caller ID, see Select Caller ID.
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Select a Caller ID, such as a contact center queue or phone number, to display when placing calls from Dialpad
Administrators manage whether the Display Caller ID in Dialpad setting is available to users, and can enforce it across the organization from the 8x8 Admin Console.
By default, the Display Caller ID in Dialpad setting is disabled. To enable it for everyone in the organization, administrators go to Work Apps Settings > General and enable Display Caller ID in Dialpad. Administrators can also lock the setting to prevent individual users from disabling it.
For instructions on managing apps configuration, see 8x8 Admin Console: Configure Work Apps Settings.
Enable this setting to let users choose which Caller ID displays in Dialpad for outbound calls
Caller ID updates automatically when changed by an admin
Caller ID updates made by an administrator in 8x8 Admin Console are now reflected automatically in both 8x8 Work for Desktop and 8x8 Work for Web within minutes. There is no need to restart or refresh the app. The updated Caller ID applies to new outbound calls immediately, and does not affect active sessions.
To learn more about Caller ID, see 8×8 Admin Console: Set up Caller ID.
Export personal contacts
You can now export your personal contacts directly from 8x8 Work for Desktop and 8x8 Work for Web. The export includes all contact details and custom fields you have added to your personal directory.
To export your contacts:
Go to Settings > Contacts.
Under Personal contacts, click Export CSV to download a copy of all your personal contacts as a CSV file.
On Desktop (Electron), selecting Export CSV opens the native OS Save dialog. The filename is pre-filled as Contacts-YYYYMMDD-HHMM.csv.
On the Web, the CSV opens in a new browser tab using the same filename convention: Contacts-YYYYMMDD-HHMM.csv.
The exported CSV is UTF-8, comma-delimited, with the following fields: First Name, Last Name, Phone Numbers, Emails, Company, Job Title, Departments, Location, Fax, and Address.
You can rename the file as needed.
To learn more, see Import contacts.
Export personal contacts from 8x8 Work Contact settings as a CSV file
Import personal contacts from a CSV file
Note:
This feature is currently available to internal 8x8 users, with plans to extend it to customers in future versions.
You can now bring your existing contacts into 8x8 Work without re-entering them one by one. This is useful if you are moving to 8x8 Work for Desktop from another platform.
A downloadable template ensures the correct format, and a built-in mechanism prevents duplicate contact imports.
The import includes all contact details and custom fields you have added to your personal directory.
Benefits
Up to 100 personal contacts can be imported at a time from a CSV file
Built-in validation checks the file format before import begins.
Built-in duplicate detection skips contacts that already exist.
A post-import summary screen displays the number of contacts added, skipped, or failed, along with a link to review the skipped entries.
The app provides a downloadable CSV template to ensure quick and simple formatting.
To import your contacts:
Go to Settings > Contacts.
Under Personal contacts, look for the new Import Personal Contacts section.
Click Download the template first; this gives you a CSV with the correct column headers/format 8x8 expects. Use the correct format when filling in your contacts.
Click Import CSV and upload the CSV file.
Click Start import.
Click Done when finished.
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Import personal contacts into 8x8 Work by uploading a CSV file from the Contacts settings page. Use this to migrate contacts from another platform without setting up continuous sync
After the import, a summary window displays the total counts for successfully added, skipped, or unsuccessful contact entries. To review skipped records, click Show skipped contacts.
To learn more, see Import contacts.
View the list of skipped contacts after an import to see which contacts already existed and weren't added again
Fixes and improvements
The recent updates include these technical fixes and improvements:
Accessibility: Enhanced accessibility across general areas of the application.
Windows Keyboard Input: Resolved an issue where IME typing in chat or message fields caused duplicate letters or app restarts.
HID Devices: Fixed a bug that prevented HID devices from connecting when Citrix compatibility mode was enabled.
What's new in the 8x8 Work for Desktop/Web 8.36 release?
This release introduces new features and improvements to 8x8 Work for Desktop and 8x8 Work for Web.
Retirement of Outlook Classic contact sync for Windows
The Outlook Classic contact sync feature for Windows will be retired on August 31, 2026. Until this date, you can continue to import contacts from Outlook Classic. After this date, the feature will no longer be available.
This change affects Windows users only. Outlook Classic contact sync is not supported on Mac and is not affected by this change.
If you currently use this feature, take one of the following steps before August 31, 2026:
Move to a Microsoft account to access your Outlook contacts synced in the cloud.
Create your personal contacts directly in 8x8 Work.
8x8 will notify affected customers by email before the retirement date.
To learn more about this change, see Importing Outlook Contacts in 8x8 Work for Desktop.
Note
If you encounter issues after the retirement date, contact your administrator or 8x8 support.
To learn more about importing contacts, see Import contacts.
New pre-authentication options screen
Note
The change applies only to 8x8 Work for Desktop. 8x8 Work for Web login remains unaffected.
A new pre-identification screen now appears before the standard login screen in 8x8 Work for Desktop. The screen gives users a clear choice between two sign-in methods:
Sign in via browser (Single Sign-On)
Sign in with username and password
Previously, the Single Sign-On option was available on the login screen but was difficult to find. Enterprise customers using Azure AD with Conditional Access were most affected, as the standard login was blocked by their policies, and users could not locate the option without IT assistance.
The new screen makes the Single Sign-On option more visible and reduces the need for IT intervention at login.
To learn more about signing in, see About login and password.
Pre-authentication screen control via local configuration file
As an administrator, you can add the required configuration to a local configuration file. Use the 8x8Work.config.json file on Mac. On Windows, use either the 8x8Work.config.json file or the appconfig.ini file.
To learn more about configuring pre-autorization screen control, see Control the pre-authentication screen using a local configuration file
New Command Palette feature
A new command palette lets you quickly find contacts, open rooms, make calls, or navigate to settings from anywhere in the application.
To open the command palette, press Command + Shift + K on Mac or Ctrl + Shift + K on Windows.
Type a keyword to search. For example, type "audio" to find audio settings, or type "theme" to navigate directly to the theme settings.
To learn more, see Use the Command Palette.
Citrix optimization warning
8x8 Work for Desktop now displays a notification when Citrix optimization is enabled but the Citrix runtime fails to connect. Previously, this failure occurred silently with no indication to the user.
The notification is a dismissible warning banner that states that the connection to your Citrix environment has failed. It includes a View setup guide link to a knowledge base article with common issues and troubleshooting steps. This notification is also available in 8x8 Work Web.
To learn more, see Citrix optimization warning.
Admin control for opening support cases
Administrators can now control whether users can open support cases directly from 8x8 Work.
A new setting called Allow users to open support cases is available in the Work App Settings section of 8x8 Admin Console. This setting is on by default. When enabled, users see the Open support case option in the Success Center in both 8x8 Work for Desktop and 8x8 Work for Web. Selecting this option redirects users to My 8x8, where they can open a support case if they have the required access. Turning the setting off hides the option from the Success Center.
To find more about interface, see Tour the 8x8 Work for Desktop interface.
When an administrator turns this setting off, the option to open a support case is hidden from the Success Center in both 8x8 Work for Desktop and 8x8 Work for Web.
Administrators can now control whether users can open support cases directly from 8x8 Work.
To learn more, see 8x8 Admin Console: Configure Work Apps Settings.
Other enhancements and fixes
This release also includes the following improvements:
Improved experience for the Copy link to message functionality.
Screen reader users now experience smoother navigation in the General area of the app.
What's new in the 8x8 Work for Desktop/Web 8.35 release?
This release of 8x8 Work for Desktop and 8x8 Work for Web includes the following enhancements:
Benefits
Fewer missed calls: A new setting lets you switch to a larger, more prominent incoming call banner that stays visible across applications, so you can respond faster.
Informed conversations before you answer: AI-generated caller summaries appear directly in the incoming call banner, so you understand the reason for a call before picking up.
Improved accessibility: Screen reader users now experience smoother navigation in the General area of the app.
Larger incoming call banner
A new setting allows you to switch to a larger incoming call banner across 8x8 Work for Desktop and 8x8 Work for Web. The banner appears automatically when a call arrives and stays visible across multiple applications and monitors, helping you answer faster.
You can choose how you are notified when a call arrives from the Settings .png?sv=2026-02-06&spr=https&st=2026-09-19T12%3A03%3A41Z&se=2026-09-19T12%3A25%3A41Z&sr=c&sp=r&sig=3qDlkj3AcyGhc3XhGN%2F9PujP3%2Fw83vZkRUgolUCOwRc%3D){kind=icon}
> Notifications > Incoming call alert style section:
Compact notification (by default): Good for focused environments.
Large notification: Ideal for high call volumes or multiple screens.
To learn more, see Place and receive calls: Customize the size of the incoming call banner.
AI Studio summary now appears in incoming call banners and during the call
When a call arrives through an AI Receptionist configured in 8x8 AI Studio, an AI-generated summary now appears in the incoming call banner before you answer. The summary includes the caller's intent and key details the AI agent collected during the interaction, such as their account number.
You arrive at every call already informed, without asking the caller to repeat themselves.
After you answer, the summary remains available in the Summary panel next to the active call interface. The summary also travels with the call if it is transferred to another user, a call queue, or a ring group.
To learn more, see Place and receive calls: View the AI Studio summary before answering a call.
Other enhancements and fixes
Accessibility and stability improvements: Screen reader users now experience smoother navigation in the General area of the app.
Bug fixes: Fixed an issue where calls received via a Ring Group or Call Queue were incorrectly ended when answered from a deskphone.
For details on features introduced before this release, see our list of previous releases.