Overview
AI Studio is an 8x8 platform that enables partners and customers to build, deploy, and manage AI-powered virtual agents integrated with 8x8 Contact Center and Admin Console. Customers reporting issues with AI Studio are to be supported and escalated per the following procedure.
Applies To
- 8x8 AI Studio
- 8x8 Admin Console
- 8x8 Contact Center (CC)
Initial Triage Checklist
Before escalating any case, confirm the following:
- Tenant ID / Account Reference - Obtain the accounts Tenant ID
- App Enablement - Verify that AI Studio is enabled in your 8x8 App Store (Admin Console > App Store > My Apps).
- Browser - Confirm you are using a supported Chrome version.
Support Workflow Summary
- Provisioning Check: If AI Studio is missing from your Application Panel, check Admin Console > App Store > My Apps. The app may not have been activated or saved correctly during initial setup.
- Routing Check: If calls aren't reaching your AI Agents, navigate to Logs > Interactions in AI Studio. If no log entry exists for the call in question, the issue is occurring at the SIP trunk or DID level, not within AI Studio itself. You should follow the standard 8x8 Partner escalation path.
- Integration Check: If external tools or CRMs are misbehaving, check Logs > Webhook Runs to identify whether AI Studio is successfully sending and receiving data from external systems.
- Log Analysis with Builder: For most agent behavior issues, open the specific interaction from Logs > Interactions and use the Builder panel to analyze the transcript, tool calls, and event log to identify the root cause in plain English. Always note the Interaction ID before escalating.
Escalation Path
Partners should use their designated 8x8 Partner Portal or channel for all escalations. When escalating, always provide the necessary required information:
- Required Info: Tenant ID, Interaction ID, Timestamp, Expected vs. Actual behavior
- Feature Requests: Any feature requests should be submitted through the standard partner feature request process.
- Third-Party Integrations: Verify connection status in AI Studio first. If 8x8 shows "Connected" but data is wrong, you must raise the issue directly with the third-party provider (e.g., Zapier, Salesforce). 8x8 does not escalate to third-party integrations on the customer's behalf.