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Improved CRM Integration for 8x8 Contact Center

Updated: 05/06/2025

Overview

8x8 is working to improve the user integration interface with enhanced functionality, to bring the latest advancements in the 8x8 Contact Center for specific CRM applications. In this article, we provide a catalog of the changes that you'll see in the improved interface compared to previous versions.
Online documentation for these integrations is available via the links, below.
This article applies to the following:
  • Zoho and Hubspot: The improved interface is currently scheduled to fully replace the legacy interface on July 8, 2025. Updated versions of the current documentation will be made available on that date.
8x8 customers using the following Contact Center integrations have already been migrated to use the improved interface, and no action is required for them:
  • Salesforce
  • Microsoft Dynamics
  • NetSuite
  • Zendesk

Applies To

  • 8x8 Contact Center
  • Agent Workspace
  • Integrations
  • Zoho
  • Hubspot

What is Changing?

Menu User Interface

The tab menu component has been redacted in the new version.
Previous version New version
 
 

Settings

Settings that were previously located in the gear icon
menus have been moved.
To access these settings in the new version:
  1. Click on the drop-down arrow at the top.
  1. Click Work Offline.
  2. Then click My profile.
  1. In the popup window, click on the tabs at the top to locate all of the settings that were available in the old interface.
Note: When you see a Save button in any particular section, you'll be required to click it to permanently apply any changes made within that section. As usual, changes to any settings that do not have a Save button are automatically applied.

Searching for CRM records

The process for matching CRM records is radically improved.
Before the user answers an offered interaction, the 8x8 integration will indicate that it is searching for CRM records.
Toaster Notification Collapsed Toaster Notification Expanded
If the user answers an offered interaction before the CRM search has been completed, the user interface will indicate that a record search is being performed.

CRM Matching

The interface will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.
No Match Single Match Multiple Matches

CRM Search & Linking Interactions

When single or multiple matches are indicated, clicking the avatar provides a display of those matching records.
Within each interaction, the user can also search for other CRM records, and link the interaction to the required record.
New version

Sandbox Testing of the Integration Before Deployment

Zoho and Hubspot both rely on a Chrome extension to provide access to the 8x8 integration.
If you want to perform sandbox tests of the improved interface before the July 8, 2025 migration date, you’ll need to manually install a non-Production Chrome extension onto the individual computers of each user who will perform your sandbox tests.
This temporary version of the Chrome extension will automatically load the improved interface.
Note: The Chrome extension details tile will look nearly identical in the user’s Chrome Extensions page, but they can be distinguished from each other by their ID:
  • Production Extension ID: ofmkcokdnmjmnhfnbjecafgppgadljnh
  • Test Extension ID: jongipecnobaocgoiejdbladleecpcef

Zoho Test Setup Procedure

  1. First, test users must log out of Zoho and refresh their browser page.
  2. Disable the currently-installed production Chrome extension on your test-user computers.
  3. Install the test extension via the Chrome web store, using this URL:
    • https://chromewebstore.google.com/detail/8x8-virtual-office-for-in/jongipecnobaocgoiejdbladleecpcef
  4. Log back into Zoho and launch the integration as normal.
  5. Perform your tests.

Once Your Testing is Complete

  1. Test users must log out of Zoho and refresh their browser page.
  2. Uninstall the Chrome test extension that you installed on your users’ computers.
  3. Re-enable the production Chrome extension.
  4. Test users can then log back into Zoho with the original Chrome extension enabled.
When 8x8 completes the migration on the specified date, your users will automatically see the improved interface instead of the previous version. No re-configuration is needed for this.

Hubspot Test Setup Procedure

  1. First, test users must log out of Hubspot and refresh their browser page.
  2. Disable the currently-installed production Chrome extension on your test-user computers.
  3. Install the test extension via the Chrome web store, using this URL:
    • https://chromewebstore.google.com/detail/8x8-virtual-office-for-in/jongipecnobaocgoiejdbladleecpcef
  4. Log back into Hubspot and launch the integration as normal.
  5. Perform your tests.

Once Your Testing is Complete

  1. Test users must log out of Hubspot and refresh their browser page.
  2. Uninstall the Chrome test extension that you installed on your users’ computers.
  3. Re-enable the production Chrome extension.
  4. Test users can then log back into Hubspot with the original Chrome extension enabled.
When 8x8 completes the migration on the specified date, your users will automatically see the improved interface instead of the previous version. No re-configuration is needed for this.

Completed Migrations

The following CRMs have been fully enabled to use the latest versions of the 8x8 Contact Center integration. No new action is required for them:
  • Salesforce
  • Microsoft Dynamics
  • NetSuite
  • Zendesk

Online Documentation

Links to all online help guides for CRM integrations and more are available here: