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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 — the 8x8 Channel id that should be used. To get this id, go to the 8x8 Configuration Contact Center (admin panel). In the left-side menu, select Channels > Chat API. Select the channel from the list. Copy Channel ID.
  • 8x8 Queue Id — the 8x8 Queue id that should be used. To get this id, go to the 8x8 Configuration Contact Center (admin panel). In the left-side menu, select Channels > Chat API. Select the channel from the list. Copy Queue ID.
  • 8x8 JSON properties — the custom JSON with the 8x8 properties. This data will be included in the conversation object and will be available only for a human agent.

To check the handover, go to the installation that your server administrator has deployed.