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8x8 Support

Transitioning to the 8x8 Work app from Fuze?


8x8 Work is our flagship cloud unified communications offer, enabling organizations with highly reliable connectivity, mobility, visual voicemail, call recordings, secure HD video meetings, key enterprise app integrations, and the highest voice quality and reliability with any device, anywhere in the world.

The app can be accessed from any place on standard IP desk phones or via the all-in-one 8x8 Work desktop client, mobile apps, and web browsers. Empower your employees to work smarter, faster, and more efficiently.

Applies To

  • Fuze end-user transitioning to 8x8 Work apps

8x8 Work Applications

What is the 8x8 Work app?

8x8 Work is an easy-to-manage business communication application that empowers your users to connect faster and better. It enables conversations to grow organically from text to voice to video and back and combines a robust business phone system with analytics, video conferencing, and more.

All your essential business communications are brought together in one simple app.

Key Benefits

  • A secure, unified communications and collaboration experience across devices and operating systems, free from IT support needs.
  • Instant one-to-one and group messaging plus real-time presence indicators.
  • Global calling, with high-quality audio through a reliable public/private hybrid cloud-based network.
  • Connect face-to-face with video meetings, present and collaborate with flexible screen-sharing.

Work Desktop

8x8 Work for Desktop (for Windows)

  • 8x8 provides two Work for Desktop packages for Windows. The two packages are fundamentally different, using different deployment and update mechanisms.
    • EXE Version for Per-User Deployment (Recommended). The EXE version allows users to self-install and auto-upgrade without the need for central management, providing the best and most seamless user experience.
    • MSI for Machine-Wide installation for companies that must strictly control software installs and updates, the Windows Installer file (MSI) package installs Work for Desktop machine-wide to the Program Files folder. By installing it in the Program Files folder, it can be used by multiple users on one computer.

8x8 Work for Desktop (for Mac)

  • DMG for macOS: For macOS 10.13 or later (macOS 10.12 Sierra and earlier no longer supported).

Click below for application downloads, and to learn more about managing 8x8 Work for Desktop installations and updates:

Work Mobile

With 8x8 Work for Mobile, you stay connected with all your colleagues and business contacts and collaborate more efficiently than ever. Place and manage calls flexibly, chat with contacts, schedule and conduct productive meetings within your company or with external participants, and much more.

Still, have questions? Learn more from the Help user guide or pieces of training in the University portal.

Work Web

Get the same look and feel of 8x8 Work for Desktop. Simply log into your 8x8 account (requires an X Series subscription) on a Chrome or Edge browser, to chat, call and meet on your terms.

Back Office Role?

Do users require most of the end-user product functionality to complete their job? Do they make and receive both internal and external calls? Do they require voicemail, transfers, and other core functionality?  

If they typically utilize a desk phone, softphone, mobile phone, and/or a headset, based at a static location, either office or home or travel from location to location then Work apps are the tools they need.

With 8x8 Work for Desktop, users stay connected with all their colleagues and business contacts and collaborate more efficiently than ever. Place and manage calls flexibly, chat with contacts, schedule and conduct productive meetings within the company or with external participants, and much more.


  • 8x8 Work is compatible with all X Series licenses.


  • Calls: Place, receive, and manage calls from your computer, and review your past call history.
  • Call recording: Automatically record incoming and outgoing calls, and playback recordings.
  • Call forwarding: Forward your calls to different extensions within and outside of your system or to voicemail. This enables you to have complete control over where your calls are going.
  • Messaging: Send and receive instant messages from your coworkers and business contacts, and access chat history with each contact.
  • Business IM and SMS: Chat with company contacts via IM, and with any external contact via SMS.
    • Currently, SMS is supported on:
      • X Series (Users with X2 licenses and above)
      • Legacy 8x8 Work Unlimited Global Extensions with US phone numbers
      • Basic, Metered, Dormant, Virtual Extensions, Auto Attendants, Ring Groups, and Call Queues are not capable of SMS.
      • Still, have questions? Learn more about the SMS service.
  • Team Messaging: Discuss important projects and tasks in a public chat room open to all your colleagues, or a private chat room with your team.
  • Meetings: Collaborate more effectively with your colleagues with powerful web, video, and audio conferencing capabilities.
  • Contacts: Access your contacts easily for communication, view contact info at a glance, create personal contacts, and mark contacts as favorites for quick access.
  • Fax: Send faxes to your colleagues, and access and manage faxes received via 8x8 Work.
  • Presence: Leverage automatic and manual presence capabilities to let coworkers know your availability.

Still, have questions? Learn more from the Help user guide or pieces of training in the University portal.

Receptionist Role?

Do users typically manage inbound telephony for general numbers to your company?  Do they place outbound calls and may require their own extension? Do they use a softphone or a desk phone? Do they usually do:

  • Call Handling 
  • Park a Call
  • Cold Transfer
  • Warm Transfer
  • Notes
  • Forward Calls During Break?

Then 8x8 Frontdesk is a flexible and easy-to-use desktop-based application for them. 

It offers better call management capabilities to front desk receptionists and improves users' experience in handling a large volume of calls and needing to frequently transfer calls. It increases the efficiency of your organization with better phone call management, allowing callers to efficiently get in touch with the organization and enjoy the best possible customer experience.

With a few clicks, a receptionist can manage multiple calls, voicemails, and chat sessions, and direct communications to the appropriate contacts in their organization.


  • An 8x8 X4 license
  • 8x8 Frontdesk capability enabled in 8x8 Admin Console
  • 8x8 Work for Desktop version 7.11 or newer


A receptionist can quickly and efficiently:

  • Manage up to six concurrent calls, and take advantage of a flexible call-handling system.
  • Transfer calls to contacts, or directly to a contact's voicemail if the caller needs to reach a contact who is temporarily unavailable.
  • Track the presence status of contacts to determine who is available for communication.
  • Add notes to contacts with important information, such as whether the contact asked not to be disturbed or is working from a different time zone than usual. The Status message will also be shown in the Notes section.
  • Direct calls to an auto attendant, or a call queue or ring group to help callers reach their destination during hours when a live receptionist is unavailable.
  • Chat and consult with the contact before transferring a call to confirm the contact's availability.
  • Manage voicemails received from callers or contacts.

Still, have questions? Learn more from:

Supervisor Role?

Are you responsible for supporting, managing, and evaluating agent performance? Then the next set of features is the tool you need.


  • The Speech Analytics add-ons for 8x8 Work are compatible with all X series licenses.


Work App Analytics

Identify key trends and obtain customizable data from all your communication channels in one tool.

Your 8x8 Work phone system now offers extensive historical and real-time data that helps company executives and managers understand overall system usage and call quality performance.

Analytics for 8x8 Work is a robust suite of web-based tools that provide enterprise-level analytics and democratization of information that can be used to make highly informed business decisions. 

This suite of services delivers easy-to-use, customizable, and rapid insights into historical and real-time information associated with all extensions and devices in an organization’s 8x8 Work phone system. 

Granular details are available from a highly-scalable data platform and can be viewed in a graphical or tabular format on any device. 

You can also export many reports into Excel or CSV for further evaluation and archiving.


  • Access user-friendly dashboards with company-wide, department, or extension user-level call metrics at your fingertips.
  • Get vital custom reports on desktop and mobile devices.
  • Apply custom filters and extract desired data.
  • Export report data to CSV or Excel for further evaluation and archiving.
  • Offer workgroup managers the ability to monitor call traffic and adjust their workforce.
  • Allow managers to monitor agent performance.
  • Retrieve call quality trends and call quality detail information.
  • Get individual endpoint device status around the globe in real-time, and take corrective measures in the event of a disaster.

Still, have questions? Learn more about Analytics from

Conversation IQ

Quality Management and Speech Analytics support for 8x8 Work 

The Quality Management and Speech Analytics (QM/SA) also known as Conversation IQ, this feature allows organizations to enhance customer communication experiences and maximize user efficiency.


  • Speech and text analytics for client interactions via 8x8 Work: Allows you to discover content trends and identify coaching opportunities based on recorded interactions.
  • Quality management for 8x8 Work: Allows supervisors to evaluate users, discover coaching opportunities, and create reports based on user performance.
  • Stereo call recording: Enables user-client calls to be recorded separately, on two different channels.


The following features are not yet supported by QM/SA for 8x8 Work (Conversation IQ):

  • Live monitoring
  • Voicemail transcription
  • Meetings transcription
  • Transcription for queues or ring groups
  • Call transfer across 8x8 Work and 8x8 Contact Center
  • Interlinked transferred interaction

Check here the latest updates on Conversation IQ. Check this article for more details on how:

  • Configure Conversation IQ ( Quality Management and Speech Analytics)
  • Access Conversation IQ
  • How to see users with the Quality Management UC and Speech Analytics UC licenses assigned


Salesforce Contacts

On Fuze, users could add contacts from Salesforce. Great news! On 8x8 offers you more than just Contacts.

Understand at a first glance how you can move forward on every opportunity with 8x8 Sales Workspace available in the Work app. 

You can connect with Salesforce and once you complete the CRM integration you'll be able to review your opportunities list and see insightful details such as their Stage, Close date, and Contacts.  

  • Opportunity-centric experience (collaborate around the deal)
  • Cross-platform (desktop & mobile) Salesforce contact sync (coming soon…)
  • External and internal collaboration around deals
  • Capture contact & opportunity public/private notes
  • Consolidated interaction streams
  • Synchronized customer interactions back in CRM

Prioritize your work around each deal by pinning, sorting, or searching for a specific account opportunity. You can:

  • Create or link an existing room chat to an opportunity.
  • Easily connect with any opportunity contacts through an SMS/MMS, Call, or Email.

Whether it’s merely a brainstorming session, an email from the client (or a potential one), or simply an email from a team member, taking meeting notes on what happened is vital. Capture the details of each interaction on an opportunity in private notes, seen only by yourself, or as public notes, seen by anyone in the company with given permission to access the accounts list. 

Get a sneak peek into the account details on the incoming call window to be prepared before answering. Having a professional and custom greeting for your incoming calls is essential and will ensure that you are giving the right impression to whoever is calling. 

Still, have questions? Learn more from the Help user guide.

In-App Faxing

With 8x8 you can choose whether to receive email notifications when you send or receive a fax. 

If you choose to include a link to your voicemails, this link directs you to an online resource, rather than to 8x8 Work for Desktop or 8x8 Work for Mobile.

Enable or disable email notifications when you receive a fax, and select the content of the email:

  • No email notification.
  • Only an attachment containing the fax.
  • A link to a web page where you can access your faxes, and an attachment containing the fax.
  • Only a link to a web page where you can access your faxes.

Enable or disable confirmation emails when you send a fax, and select the content of the email:

  • No email notification.
  • Only an attachment containing the fax.
  • A link to a web page where you can access your faxes, and an attachment containing the fax.
  • Only a link to a web page where you can access your faxes.

With Internet Fax in 8x8 Work for Desktop, your fax service is available 24 hours a day and seven days a week. Send business faxes directly to a company contact's 8x8 Work extension, where the contact can access them from their desktop or mobile app at any time.

You can send virtually any document on your computer as a fax, and manage past and received faxes from the convenience of your desktop.  

Still, have questions? Learn more from the Help user guide.

Web Dialer

8x8 Web Dialer allows you to dial from any web page just by clicking on the phone number. Go from browsing the web to making a call in one easy click. Once you install the 8x8 Web Dialer, telephone numbers are highlighted in blue, and turn into clickable links. Click the number, and your call is dialed out using your 8x8 Work extension via 8x8 Work for Desktop.

8x8 Web Dialer automatically highlights all phone numbers in your web browser as clickable links. Click any phone number on a web page to instantly place a call through your 8x8 Work app on Windows or Mac.


  • No more copy & pasting or re-typing phone numbers.
  • Save time on each call and avoid misdialed numbers.
  • Have a big spreadsheet of numbers to call? Save it as an HTML file or load it into Google Sheets, and open it in your browser to create a clickable dialing directory. 


  • Operating systems:
    • Mac OS X 10.6 or newer
    • Windows 7 or newer
  • Browsers:
    • Internet Explorer 10 & 11
    • Chrome 49+

Still, have questions? Learn more from the Help user guide and check out the latest Web Dialer release, which now includes a Click to SMS option.

Regarding SMS

Please note that due to restrictions imposed by mobile phone service providers, the use of SMS on 8x8’s service requires that an SMS campaign be registered in 8x8 Admin Console before SMS can be enabled for users. Please see the following article for more information:


Out of the office Greetings

To customize your call experience in 8x8 Work for Desktop, you can edit your settings for recording calls and receiving voicemails. 

Limitations: A greeting can not be scheduled to override the usual greeting, for a specific time frame, for example when out of the office. To do that you must record and set up that voicemail greeting every time you are out of the office or when returning to the office to change it with the appropriate one. 

For more details on how to set up a greeting follow this user guide.

Contact Favorites 

If you communicate with a company or personal contact under Contacts frequently, you can mark them as a favorite for quick access in 8x8 Work for Desktop. 

Limitations: Personal contacts are saved to favorites locally on your device/application. For more details check this user guide.

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