8X8 INTEGRATION
We connect websites and B2B portals to 8x8 so live chat, click to call and contact centre routing sit inside the customer experience, and each conversation links back to the account, order or page it started from. We plan where support should appear, build the connection on the platform the website already runs on and keep it running once it is live.
In brief
Emote Digital is a digital agency in Hawthorn, Melbourne, founded in 2001. We connect websites and B2B eCommerce portals to 8x8, the cloud phone, chat and contact centre platform, so live chat, click to call, callback requests and contact centre routing work inside the website and each conversation carries the customer, account and page context with it. Connections are built on the platform the website already runs on. An 8x8 online chat connection appears in the Drillcut case study on this website.
The integration
8x8 suits businesses with a sales or support team on the phone and in chat who want the website to route conversations properly and hand over context rather than a blank screen. The Drillcut B2B portal connects 8x8 online chat for customer support.
Live chat and chat routing on the pages that need it, click to call and callback requests, contact centre queues and hours, and the customer, account, order and page context passed with each conversation and logged back against the record. Each piece has an agreed owner.
When a logged in trade customer opens chat from an order page, the agent sees who they are, what they ordered and where they were. Conversations and call outcomes can be written back to the CRM or account so the history is complete.
The connection is built on the platform the website already runs on, using the 8x8 chat and contact centre embeds where they fit and custom work against the 8x8 APIs where routing, context or logging needs more.
What we do
A connected set of decisions, shaped around the customers who ask, the team who answers and the systems that keep the record.
Agree where chat and calling appear, the hours, the queues and what should happen when no one is available.
Place and style live chat, click to call and callback requests so they fit the website and work on phones.
Route conversations by page, product, account type or region to the right queue or team in 8x8.
Pass customer, account, order and page details with each conversation and recognise logged in customers.
Write conversations, transcripts and call outcomes back to the CRM or account record where the business wants them.
Watch missed chats, failed embeds and routing errors, and keep the integration working through 8x8, theme and platform updates.
Buyer context
An 8x8 integration has to suit the people, systems and operating conditions around it.
8x8 setups vary in which products are licensed, how queues and skills are configured and which CRM holds the customer record. We help determine where the standard embeds are enough and where custom routing and logging earn their place.
The value of an 8x8 integration is not in adding a chat bubble. We define where support should appear, what context should travel with each conversation and what should be logged afterwards, and leave 8x8 to run the queues and the website to serve the customer.
Takeover and improvement
We can assess the current embeds, routing and hours, whether agents receive customer and page context, where chats are missed, how conversations are logged and how the integration behaves on phones. We can help identify what is working, what is frustrating customers and which changes deserve priority.
Talk to us
Thirty minutes on the customers, the queues and what it would take to connect or fix support on the website.
Approach
Formal Discovery may be appropriate for several brands or regions, complex skill based routing, B2B portals with account level context or a connection that also involves a CRM or ERP.
Establish how customers reach the team today, which 8x8 products are in use, how queues and hours are set, where customers get stuck on the website and which system holds the customer record. Any existing embed is reviewed first.
Define where chat and calling appear, the routing rules, the context passed with each conversation, identity handling for logged in customers, logging and the behaviour outside hours. Standard embeds or custom build is agreed first.
Design the chat, callback and click to call experience so it fits the website, is easy to reach on phones without covering the content and makes clear when the team is available.
Configure the embeds and build the routing, context and logging against the 8x8 APIs, including identity handling and retries. Rules are documented so the integration remains easy to support.
Run real conversations end to end: anonymous and logged in customers, each routing rule, out of hours behaviour, callbacks and logging to the record. The experience is checked on phones and desktops before it goes live.
Monitor missed chats, failed embeds and routing errors after launch and keep the integration working through 8x8, theme and platform updates. Improvements follow what the team and the conversation data show.
Questions
Live chat, click to call, callback requests and contact centre routing, with customer, account, order and page context passed to the agent and conversations logged back to the CRM or account. Which pieces are in scope is agreed up front.
Yes. Logged in customers are identified and their account, recent orders and current page are passed with the conversation, so the agent starts with context rather than questions.
Behaviour is agreed up front: the chat can switch to a callback or message form, show the hours or route to an overflow team, so customers are never left typing into silence.
We are platform agnostic. The connection is built on whatever the website already runs on, using the 8x8 embeds where they fit and building against the 8x8 APIs where they do not.
Yes. Transcripts, call outcomes and dispositions can be written back to the CRM or account record so sales and support see the full history in one place.
Yes. We review the embeds, routing, context handoff and logging, fix what is causing missed or contextless conversations and rebuild the parts that cannot meet the way the team works.
Start a conversation
Connecting a new website, fixing chats that keep being missed or adding 8x8 to a website that already runs the business?
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