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Enabling Smart Assist in 8x8 Admin Console

  • Published on Jul 9, 2026
  • 2 minute(s) read
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Overview

This article explains how to enable Creovai Smart Assist for a customer in the 8x8 Admin Console, either for an entire tenant or for a specific subset of users.

Applies To

  • Creovai Smart Assist

  • 8x8 Admin Console

  • 8x8 Contact Center

How Enablement Works

Smart Assist is switched on for a customer through a Smart Assist Integration Profile in the 8x8 Admin Console (Home > Integration Profiles). Two things must be in place on the profile: the Integration enabled checkbox must be ticked, and the Smart Assist URL field must contain the customer’s full Creovai URL, ending in the required trailing path /executer/desktop/.

No software installation is required to load the Smart Assist canvas. The one exception is voice, which currently relies on the separate Creovai Audio Capture App (see Prerequisites). A user can only be assigned to one Smart Assist profile at a time

Prerequisites

  • Admin Console access: You need access to the 8x8 Admin Console at admin.8x8.com with permission to manage Integration Profiles.

  • Creovai URL: The customer’s full Creovai URL, including the required /executer/desktop/ trailing path.

  • Voice: Creovai Audio Capture App: Voice interactions require the Creovai Audio Capture App on the agent’s machine; it runs on Windows only and digital interactions do not need it.

Enable for the Entire Tenant (default profile)

Use the existing default Smart Assist profile; no new profile is needed.

  1. Log in to the 8x8 Admin Console at admin.8x8.com.

  2. From the Home page, click Integration Profiles under the Setup section.

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  3. Locate Smart Assist Default in the profile list and click to open it.

  4. On the Properties tab, tick the Integration enabled checkbox.

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  5. In the Smart Assist URL field, enter the full Creovai URL, for example https://customer-creovai.com/executer/desktop/.

  6. Click Save. Smart Assist is now active for all users on the tenant.

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Important

The trailing path /executer/desktop/ is required. If it is omitted or misspelled, the integration returns a “directory not found” error

Enable for a Subset of Users (custom profile)

Create a new profile and assign only the specific users who need access.

  1. Log in to the Admin Console and open Integration Profiles under Setup.

  2. Click Create profile in the top-right corner.

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  3. Set Profile type to Smart Assist and give it a name, for example Smart Assist CC.

  4. In the Smart Assist URL field, enter the full Creovai URL with the required /executer/desktop/ trailing path.

  5. Click Save to create the profile.

  6. Open the new profile, go to the Users tab, and click Assign users.

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  7. Search for and select the users to enable, then click Next.

  8. Review the list and click Assign users to confirm.

Notes and Common Scenarios

  • Multiple profiles can be active simultaneously, each with a different Creovai URL.

  • A user can only be assigned to one Smart Assist profile at a time.

  • Exclude a few users from a tenant-wide rollout: Enable the Smart Assist Default profile for the tenant, create a custom profile and leave it disabled, then assign the excluded users to the disabled profile. Those users will not see Smart Assist; everyone else will.

  • Pilot on a sandbox before full rollout: Create a custom profile with the sandbox Creovai URL, enable it, and assign pilot users. Validate, then update the default profile URL and roll out to everyone.

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