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8x8

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Description

Cognigy provides 8x8 as an additional handover provider, which can be used to connect users with human agents who use 8x8 as a contact center.

To learn more about handovers, refer to Agent Handover.

Setup

Create an Endpoint

To start using 8x8 as a handover provider with Cognigy.AI:

  1. Go to Deploy > Endpoints.
  2. Open the Endpoint where you want to enable handover to 8x8.
  3. Scroll down to Handover Settings and select 8x8 from the list.
  4. 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.
  5. Copy the Endpoint URL, as you need it to configure 8x8.
  6. Click Save.

Configure 8x8

To continue setup, go to the 8x8 configuration:

  1. Log in to the 8x8 Configuration Contact Center (admin panel).
  2. In the left-side menu, click Integration.
  3. On the tab, select Webhooks.
  4. On the Webhooks List tab, click + Add webhook.
  5. Fill in the following fields:
    • Name — specify a unique name.
    • URL — paste the Endpoint URL that you copied from the Endpoint URL field.
    • Chat API Version — select Chat Gateway v1.0.
  6. To check if the connection works, click Test Connection. If it does not work, check your Endpoint URL or contact your 8x8 administrator.
  7. Click Save.
  8. In the left-side menu, click Channels.
  9. On the Chat API tab, click + New Channel.
  10. Fill in the following fields:
    • Name — specify a unique name.
    • Description — specify a description of your channel specific.
    • Webhook — select the webhook that you recently created.
    • Queue — select the queue that your administrator set up.
  11. Click Save.

Configure Handover Settings

In the 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.

AI Copilot Workspace

Within 8x8 integration, you can use the AI Copilot Workspace as an assistant for your human agents. AI Copilot will be available as a standalone application via the following link:

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

Where:

  • AICopilotBaseUrl — the base URL of AI Copilot. It represents the main web address where the AI Copilot service is hosted.
  • sessionId — the Cognigy Session ID. A session is a period of interaction or communication between the human agent and the AI Copilot Workspace.
  • userId — the Cognigy User ID. It helps AI Copilot associate the interaction with a specific user, allowing for tracking user-specific information.
  • URLToken — the Endpoint token on the Cognigy side. To find this token, navigate to the Endpoint linked with AI Copilot. In the Config URL field, copy the token found after https://endpoint-trial.cognigy.ai. For example, in the URL https://endpoint-trial.cognigy.ai/f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590, the token would be f38791ae20d4961acf0e97d9f377c4fe3df92894e1eff1c7a774a8ed089a4590. Note that only authorized users can access or interact with the AI Copilot system through this URL.

For example:

https://agent-assist-trial.cognigy.ai/?sessionId=session-17738489-e767-4d47-b669-cb0dd2e899e0&userId=52476cc5-710c-40db-8108-e99109f45d91&URLToken=a4d5c86c98f27730311591f28d194510e05ffed30ca148e3344970defd418e7d

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