How to Check if an ICA Chat Reached 8x8 Contact Center

Updated: 07/10/2025

Objective

A possible issue with ICA is that chat events do not reach 8x8 Contact Center. This could be a whole chat session or just a single message.

Applies To

8x8 Contact Center
Intelligent Customer Assistant (ICA)

Procedure

In order to check if messages have been received into the 8x8 Contact Center from ICA, you will need to know one of the following:

The conversation ID from the Cognigy platform. How to Find the Conversation ID of an ICA Chat Session
The transaction ID from our Contact Center platform (if you know the chat did connect to an agent)

Once you have either of these, you can check to see if a chat event reached 8x8 Contact Center:

Log into 8x8 Configuration Manager for Contact Center.
Select Integration.
Go to the Webhooks tab and select the Event Log.
Select the date range of the chat interaction and search by the Conversation ID or the Transaction ID.
Example: Date Range X, TransactionID X

Note: If no results appear, then the interaction did not reach the 8x8 platform.

Follow the steps below to determine if the chat flow reached a handover to an agent event to pass the interaction to the 8x8 Contact Center.

The results will show that each part of the conversation was split into different events, with each message having its own event.
Click on the drop-down arrow next to an event to expand it and see details.
To determine whether messages were sent and received into the 8x8 Contact Center, you will need to look for events with the Record Type as TEXT_MESSAGE and whether they were inbound or outbound.

Note: You won’t be able to see the message's content within the Configuration Manager. To do this, you will need to check the logs in the Cognigy Platform and match up the number of messages sent and the timestamp.