How do I get help from Otto, the 8x8 Support Virtual Assistant?

Objective

Applies To

• 8x8 Services

Procedure

1. In the bottom right corner on any of the pages listed above, click the chat icon to begin our engagement.
   
   
   
   Once open, I will immediately let you know if any performance issues are occurring with 8x8 services. If something could impact our customers' experience, there will be a big yellow triangle with a link to our status page for you to review.
   
   
2. You have the option to select a popular topic or submit your inquiry by freely typing in the text box.
   
   
3. For best results:
   • Use the pre-populated options for help with our most frequently asked questions.
   • Enter one inquiry at a time.
   • If trying to resolve an error message, enter the text of the message.
   • Be specific but brief. Long messages tend to confuse me. Inquiries like "Poly Phone Settings," "How to Update Payment Information," or "Edit User Permissions" work best.
4. You may be presented with a list of possible answers. You can click each option to review the information, or simply select the one that sounds most relevant.
5. Please give feedback on whether the answer was helpful. This will both help to improve Otto's future performance and provide an opportunity to connect with live 8x8 Support.
6. If you want to engage with a live support agent, simply type Support. The system will ask you a series of questions (which must be answered) and have you authenticate before routing you to an agent.
   • Once your chat with the agent is complete, you may end it and return to the main chatbot window. Here, you will be presented with the case number created for you so you can engage with the agent through the case.

Accessing Live Assistance

Frontline Support Handling Process