What's new in the 8x8 Work for Desktop/Web 8.36 release?

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.

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

• New pre-authentication options screen

• Pre-authentication screen control via local configuration file

• New Command Palette

• Citrix optimization warning

• Admin control for opening support cases

• Other enhancements and fixes

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:

• Larger incoming banner

• AI Studio summary now appears in incoming call banners and during the call

• Other enhancements and fixes

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 > 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.

What's new in the 8x8 Work for Desktop/Web 8.34 release?

In this release of 8x8 Work for Desktop, we have introduced the following enhancements:

• Change the caller ID from the Dialpad

• AI-generated message warning in Allow AI in Chat

• Other enhancements and fixes

Benefits

• Caller ID control from the Dialpad: Switch your outbound caller ID directly from the Dialpad without leaving your call controls.

• Confidence in AI-assisted messaging: A clear label on AI-generated replies reminds you to review content before sending.

Change the caller ID from the Dialpad

You can now change your outbound Caller ID directly from Dialpad. This allows you to switch numbers quickly without navigating through settings, reducing delays and helping you stay focused during calls.

This is especially useful if you manage multiple business numbers and need to select the correct one before placing a call.

What is Included

• Enable Caller ID selection in the Dialpad

• Switch Caller ID directly from the Caller ID list before placing a call

How to switch caller ID without leaving the dialpad:

1. Go to Profile > Caller settings.

2. Enable Display Caller ID in Dialpad.

3. Open the Calls panel and select a number from the Caller ID list in the Dialpad below the dialpad before starting your call.

To learn more, see Select Caller ID: Chance the outbound Caller ID from Dialpad.

AI-generated message warning in Allow AI in Chat

• A new AI generated. Review before sending label has been added to provide better oversight when using AI tools in chat.

• This alert appears in the chat input area whenever you use the Generate Reply or Rephrase features, reminding you to review the content before sending.

• The notification clears itself automatically if you modify the text, delete the AI draft, or revert to the Original version.

To learn more about creating expressive messages, see Use IM and SMS messages: Create expressive messages with Compose with AI

Other enhancements and fixes

• Screen reader users will now experience smoother navigation in the General area, making the app easier to use and more inclusive.

• UI enhancements. The profile menu and dial pad have been updated to align with the current 8x8 design system:

  • Profile menu. Check boxes for Display Caller ID, Block Caller ID, and Forward Calls have been replaced with toggles.

  • Dialpad. The Dialpad is now smaller and more compact, reducing the amount of screen space it occupies.

• Fixed the issue where the flip call banner was not displayed in 8x8 Work for Desktop and 8x8 Work for Web when a call was answered via 8x8 Work for Mobile or a desk phone while 8x8 Work for Desktop or 8x8 Work for Web was not yet open.

What's new in the 8x8 Work for Desktop/Web 8.33 release?

This enhancements improves productivity, streamlines the call workflow, and enhances the overall user experience.

The 8x8 Work for Desktop 8.33 release introduces several enhancements focused on chat productivity, usability, accessibility, and security across desktop and web experiences.

In this release, we have introduced the following enhancements:

• Enhanced chat in 8x8 Work for Desktop

• Control Google Contacts sync in 8x8 Work

• Other  enhancements and fixes

Enhanced chat experience in 8x8 Work for Desktop

The 8.33 release of 8x8 Work for Desktop introduces four new features that improve how you manage, find, and respond to messages across your conversations: message pinning, reactions, conversation pinning, and Save for Later.

Benefits

• Faster access to important messages: Pin key messages in a conversation for quick access.

• Prioritized conversation list: Pin your most-used chats and rooms at the top of your conversation list for quick access.

• Private message bookmarking: Save any message privately for later review without notifying others.

• Expressive, lightweight responses: React to messages with emojis for quick, clutter-free responses.

To learn more about chat features, see Use enhanced chat features in 8x8 Work for Desktop

Control Google Contacts sync in 8x8 Work

• New sync control option: A Sync Other Google Contacts toggle has been added to the 8x8 Admin Console under Work Apps Settings > Contacts settings.

• Selective contact sync: You can now choose to sync only your personal Google contacts or all Google contacts, which includes the Company Directory and contacts from other categories.

• Default behavior preserved: the setting is enabled by default to maintain existing sync behavior for current users.

To learn more, see 8x8 Admin Console Work Apps Settings: Customize default values for 8x8 Work apps

Other enhancements

• Improved chat hiding behavior: A clearer confirmation experience when hiding conversations helps prevent accidental loss of chats.

  • Confirmation dialog: A dialog appears before hiding a conversation, explaining that the chat will be removed from the main list and will only be accessible by search. Users can confirm to hide or cancel.

  • Undo option: An immediate Undo option allows users to restore a hidden conversation.

• Navigation update: The Messages tab is now renamed to Conversations for improved clarity.

For details on features introduced prior to this release, see our list of previous releases.