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Why Aren’t My Meltwater Interactions Being Offered to Agents?

Updated: 06/26/2025

Objective

This article will guide you through what to check if your Meltwater with 8x8 integration interactions are not reaching your Contact Center agents.

Applies To

  • 8x8 Contact Center
  • Agent Workspace
  • Digital Channels
  • Meltwater

Procedure

If you encounter issues with your Meltwater social media channels where posts, comments, and DMs are not coming into 8x8 for an agent to interact with, you should check the following settings:
  • Check that you have the correct Chat Gateway API Key configured in Meltwater.
    1. Go to the API Keys section in Admin Console.
      Meltwater1.png
    2. Confirm which API Key is being used if you have multiple created.
    3. Click the eye icon to reveal the key and secret.
      Meltwater2.png
    4. Provide the key and secret to Meltwater to confirm that these are correct.
  • Check that you have the correct Queue ID configured in Meltwater.
    1. Go to the Queues/Skills section in Contact Center Configuration Manager.
      Meltwater3.png
    2. Confirm which queue the interactions should go to.
    3. Provide the Queue ID to Meltwater to confirm it is correct.
      NOTE: This could also cause interactions to go to the wrong agents if the incorrect Queue ID is entered

      Meltwater4.png
  • Confirm with Meltwater that the monitoring parameters correctly identified the post as an interaction to route to 8x8.