> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cognigy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 8x8

<a href="/release-notes/4.97"><Badge className="version-badge" color="blue">Updated in 4.97</Badge></a>

<Frame>
  <img class="image-center" src="https://mintcdn.com/cognigy-15abf2ba/soxoo9ezWiZx15p2/_assets/ai/escalate/handover-reference/8x8.svg?fit=max&auto=format&n=soxoo9ezWiZx15p2&q=85&s=b29653f697dd2ae5c34eef6dba62278d" alt="8x8 handover provider logo" width="121" height="106" data-path="_assets/ai/escalate/handover-reference/8x8.svg" />
</Frame>

## Description

The 8x8 handover provider bridges Cognigy.AI and [8x8](https://www.8x8.com/),
enabling end users to connect with human agents working in a contact center that uses 8x8.

## Prerequisites

* Access to [8x8](https://connect.8x8.com/login).
* Created Endpoint [compatible with 8x8](/ai/agents/deploy/endpoints/handover-settings#endpoints-compatible-with-handover-providers).

## Configuration on the Handover Provider Side

<Accordion title="Configure 8x8">
  1. Log in to the 8x8 Contact Center for admins.
  2. On the **My Applications** page, select **Configuration Manager for Contact Center**.
  3. In the left-side menu, click **Integration**, then go to the **Webhooks** tab.
  4. On the **Webhooks List** tab, click **+ Add webhook**.
  5. Fill in the following fields:
     * **Name** — specify a unique name.
     * **URL** — paste the URL in the following pattern: `https://endpoint-your-environment/handover/eightByEight`. For instance, in a Cognigy trial environment, the URL would be `https://endpoint-trial.cognigy.ai/handover/eightByEight`.
     * **Chat API Version** — select **Chat Gateway v1.0**.
  6. To check if the connection works, click **Test Connection** and save changes.
  7. In the left-side menu, click **Queues/Skills**.
  8. On the **Queue List** tab, create a queue with a chat type by clicking **+ Chat**.
  9. Fill in the following fields:
     * **Queue name** — specify a unique name.
     * **Queue description** — specify a unique description for the queue to differentiate it from others.
       Save changes.
  10. On the **Members** tab, assign and enable human agents who will operate within your queue to assist end users. Save changes.
  11. In the left-side menu, click **Channels**.
  12. On the **Chat API** tab, click **+ New Channel**.
  13. Fill in the following fields:
      * **Name** — specify a unique name.
      * **Description** — specify a description of your channel.
      * **Webhook** — select the webhook that you recently created.
      * **Queue** — select the queue that you recently created.
        Save changes.
</Accordion>

## Configuration on the Cognigy.AI Side

<AccordionGroup>
  <Accordion title="1. Create a Handover Provider">
    1. Go to **Deploy > Handover Providers**.
    2. Click **+ New Handover Provider** and select **8x8** from the list.
    3. Fill in the following fields:
       * **Base URL** — the URL of the 8x8 Server.
       * **API Key** — the header value required for authenticating API calls to the 8x8 system.
       * **8x8-Tenant** — the Tenant ID, the field is mandatory if a customer has multiple tenants in the organization.
  </Accordion>

  <Accordion title="2. Configure Handover Settings">
    In the [Handover to Human Agent](/ai/agents/develop/node-reference/service/handover-to-agent) Node, configure the following settings:

    * **8x8 Channel Id** — specify the channel ID that you created during the 8x8 configuration. You can find this ID in the 8x8 admin console. Navigate to **Channels > Chat API**. In the channel list, find the channel that you created. Copy the **ID** from the channel row.
    * **8x8 Queue Id** — specify the header value required for authenticating API calls to the 8x8 system. You can find this ID in the 8x8 admin console. Navigate to **Channels > Chat API**. In the channel list, find the channel that you created. Copy the **Queue ID** from the channel row.
    * **8x8 JSON properties** — extend 8x8 properties with custom JSON.

    To check the handover, go to the installation that your server administrator has deployed.
  </Accordion>
</AccordionGroup>

## Additional Configuration

<Accordion title="Agent Copilot Workspace">
  Within 8x8 integration, you can use the [Agent Copilot workspace](/agent-copilot/overview) as an assistant to human agents. Agent Copilot will be available as a standalone application via the following link:

  `https://${AgentCopilotBaseUrl}/?userId=${userId}&sessionId=${sessionId}&URLToken=${URLToken}`

  Where:

  * `AICopilotBaseUrl` — the base URL used to access the Agent Copilot workspace.
  * `sessionId` — the Cognigy session ID. A session represents the interaction between the human agent and the Agent Copilot workspace.
  * `userId` — the Cognigy user ID. It helps Agent Copilot associate the interaction with a specific user.
  * `URLToken` — the Endpoint token from Cognigy.AI. The Endpoint must be linked to the Handover Flow. To find this token, go to the Endpoint that you created previously. In the **Endpoint URL** field, copy the token after `https://endpoint-trial.cognigy.ai/`. For example, in the URL `https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590`, the token is `f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590`. Only authorized users can access the Agent Copilot system through this URL.

  Example URL:

  ```txt wrap theme={null}
  https://ai-copilot-trial.cognigy.ai/?sessionId=session123&userId=user123&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d
  ```
</Accordion>

## More Information

* [8x8 Endpoint](/ai/agents/deploy/endpoint-reference/8x8)
* [Agent Copilot Workspace](/agent-copilot/overview)
* [8x8 Documentation: Configuring the Agent Handover from Cognigy to 8x8](https://support.8x8.com/contact-center/integrations/Intelligent_Customer_Assistant/Configuring_the_Agent_Handover_from_Cognigy_to_8x8)