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How does messaging work between 8x8 Contact Center and 8x8 Work?
8x8 Support

How does messaging work between 8x8 Contact Center and 8x8 Work?

 

Introduction

With the release of 8x8 Contact Center v 9.9, 8x8 is introducing Enhanced Expert Connect, which provides direct messaging between Contact Center agents using the Agent Console and 8x8 Work users within the same organization. For more information about the feature, see the 9.9 Release Notes.

Applies To

  • Contact Center v 9.9 and later
  • Contact Center Mode 3 tenants
  • Work for Desktop
  • Work for Mobile

Messaging Feature Comparison for 8x8 Work and Contact Center

Feature 8x8 Work Desktop & 8x8 Work Mobile Contact Center Internal Messaging
User can start a conversation Yes.
  • Initiate a customer chat - No.
  • Initiate an agent chat - Yes.
  • Initiate a chat to members in the organization's directory - Yes (Mode 3 tenants).
Presence

Work for Desktop Roster Presence

  • Users may contact anyone in the organization's directory.
  • The sender must be logged in, but the receiver can be either logged in or logged out.
  • There are separate entries for 8x8 Work users vs. Contact Center agents.
  • 8x8 Work statuses: available, DND, busy, away, invisible.
  • As soon as an agent logs in to the Agent Console, their presence appears as online in 8x8 Work until the agent logs out. The agent's status at a granular level, such as Work Offline or On Break, is not visible to the 8x8 Work user.

Contact Center Agent Roster

  • Agents may contact any user in their agent group.
  • Both the sender and the receiver must be logged in.
  • Supervisors may contact any agent.
     

Organization Directory Roster

  • This is available only for Mode 3 tenants.
  • There are separate entries for 8x8 Work users vs. Contact Center agents.
  • Agents can message any 8x8 Work user in the organization's directory.
  • Agents can only message Contact Center agents that have no 8x8 Work license.
Conversation Sync and Message History Full history available for 1:1 rooms.

Agent to 8x8 Work ​​​​​ User Chat

  • Contact Center v 9.9 will show the last 30 messages.
  • Contact Center v 9.10 will show the full message history.

Agent-to-Agent Contact Center Chat

  • History is available on the current conversation only.
  • Conversation ends when either agent will ends the chat, or when either agent logs out.
Transcript and Monitoring No.

Yes.

  • Monitoring by supervisor.
  • This is configured per agent group, chat queue, or tenant.
Group Chat in Public or Private Rooms Yes. No. 1:1 chat only.
HTML or Rich Text No (links only). Yes (text formatting, lists, images, links).
File Attachments (Images, Video, Documents) Yes. No.
Typing Indicator and Read Receipts Yes. No.

Conversation Scenarios Between 8x8 Work and Contact Center for Users Who Have Both Licenses

Scenario

Sender

Receiver

Messaging from 8x8 Work to Contact Center

8x8 Work User

  • The user has to be logged in to send messages.
  • Presence displays according to the 8x8 Work roster.
  • Full chat history is available for 1:1 rooms.
  • There is no monitoring.
  • The user can send file attachments.
  • The user does not receive read receipts.
  • There is no interaction in Contact Center, when it is used as a secondary app.

Contact Center User

  • The agent has to be logged in to receive messages (no messages are received while logged out).
  • Full chat history is available for Agent to 8x8 Work User chat.
  • There is no supervisor monitoring.
  • The user sees links to file attachments.
  • The user receives 1:1 conversations only (no group chat).
  • Full history is available in 8x8 Work, when it is used as a secondary app.

Messaging from Contact Center Directory Chat to 8x8 Work 

Contact Center User

  • The agent has to be logged in to send messages.
  • Presence displays according to the Contact Center Directory roster.
  • Full chat history is available for Agent to 8x8 Work User chat.
  • There is no supervisor monitoring.
  • The user can send HTML content.
  • Full history is available in 8x8 Work  when it is used as a secondary app.

8x8 Work ​​​​​​User

  • The user can be logged out to receive messages.
  • Full chat history is available for 1:1 rooms.
  • There is no monitoring.
  • The user sees links to HTML content.
  • There are no typing indicators.
  • There is no interaction in Contact Center, when it is used as a secondary app.

Messaging from Contact Center Agent Chat to Contact Center

Contact Center User

  • The agent has to be logged in to send messages.
  • Presence displays according to the Contact Center Agent roster.
  • Conversation history on the current agent-to-agent interaction is available.
  • Supervisor monitoring on current interaction is available.
  • The user can send HTML content.
  • Full history is available in 8x8 Work, when it is used as a secondary app.

Contact Center User

  • The agent has to be logged in to receive messages.
  • Conversation history on the current agent-to-agent interaction is available.
  • Supervisor monitoring on current interaction is available.
  • The user can receive HTML content.
  • Full history is available in 8x8 Work, when it is used as a secondary app.

 

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