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How do I get help from Otto, the 8x8 Support Virtual Assistant?
8x8 Support

How do I get help from Otto, the 8x8 Support Virtual Assistant?

Objective

Learn how to effectively get help using Otto, our helpful AI-powered chatbot.

Applies To

  • 8x8 Support Knowledge Base
  • 8x8 Customer Portal

Get Automated Answers

Otto, the 8x8 Virtual Assistant, is available to users on any page of the 8x8 Support Knowledge Base (this website), as well as the 8x8 Support Portal (My 8x8). Follow the guide below to access Otto and find information to answer your questions or resolve any issues.

  1. At the bottom right corner of any page on the Knowledge Base or Customer Portal, click the Otto chat opener icon.
    chatbot-opener-icon-2019-12-04_13-50-02.png
  2. If prompted, enter the email address associated with your 8x8 user account.

    NoteSupport Knowledge Base users will only need to do this once per browser session. Customer Portal (My8x8) users will not need to manually enter any identifying information.

  3. Enter your question. For best results:
    • Enter one specific question at a time.
    • If trying to resolve an error message, enter the text of the message.
    • Be specific about your query, but avoid entering account or user-specific info, such as a particular extension, phone, or case number.
  4. You may be presented with a list of possible answers. You can click each card to review the information, or simply select the one that sounds most relevant.
  5. To see any answer within its complete Knowledge Base article context, simply click the header text. The article will open in a new tab/window.
  6. Give feedback on whether the answer was helpful. This will both help to improve future performance of the Virtual Assistant, as well as provide an opportunity to connect with 8x8 Support Chat if needed.

Need More Help?

When the Virtual Assistant can't provide the answers you need, it will offer to connect you with 8x8 Support for further assistance. As this experience is slightly different depending on your user type, refer to the appropriate instructions for your situation below.

Note: Otto will initially connect all users to our frontline technical team. Customers who have a designated 8x8 Support contact or who contract 8x8 services through a wholesale reseller are recommended to seek live assistance through their prescribed channels rather than proceed to contact 8x8 Support from Otto.

8x8 Business or Residential Customer on the 8x8 Support Portal (My 8x8)

Includes: Virtual Office, Contact Center, X Series, Express, Residential

Customers already logged into the 8x8 Customer Portal will not need to go through any re-authentication steps. As soon as your issue is raised to assisted 8x8 Support, an accompanying case will appear in your Case List.

  1. When the Assistant asks if the answer provided was helpful, click No.
  2. When the Assistant asks if you'd like to contact someone in 8x8 Support, click Yes.
  3. When the Assistant asks if you are asking about 8x8 Video Meetings Standalone (8x8.vc), click No.
  4. In order to provide the most efficient help, enter some basic account information:
    • your 8x8 phone number (include country code for non-U.S. numbers)
    • your company name
    • your name
  5. When prompted, click on the option for how you'd like to connect with Support:
    • Connect to Live Agent - You'll be connected with 8x8 Chat Support. When the chat queue is busy, it may take several minutes to complete the connection, so please leave your browser tab open while waiting to connect. A case will also be auto-created detailing your history with the Virtual Assistant.
    • Create a Case - A case will be auto-created detailing your history with the Virtual Assistant. 8x8 Support will review your case and reach out within 1 business day.
    • Get a Callback - A case will be auto-created detailing your history with the Virtual Assistant, and 8x8 Support will reach out at the phone number you entered to provide more help within 2 hours. Callbacks cannot be scheduled for a specific time, but you can chat back in to adjust your callback number.

8x8 Business or Residential Customer on the 8x8 Support Knowledge Base

Includes: X Series, 8x8 Work (Virtual Office), X Series, Express, Residential

Customers generally able to sign into their 8x8 services with a username and password at https://login.8x8.com but using Otto from the public Knowledge Base will need to log in once to authenticate, as well as provide some contact information for efficient help.

  1. When the Assistant asks if the answer provided was helpful, click No.
  2. When the Assistant asks if you'd like to contact someone in 8x8 Support, click Yes.
  3. When the Assistant asks if you are asking about 8x8 Video Meetings Standalone (8x8.vc), click No.
  4. In order to provide the most efficient help, enter some basic account information:
    • your 8x8 phone number (include country code for non-U.S. numbers)
    • your company name
    • your name
  5. When prompted, click on the option for how you'd like to connect with Support (connections will be initiated after completing the Authorization steps):
    • Connect to Live Agent - You'll be connected with 8x8 Chat Support. When the chat queue is busy, it may take several minutes to complete the connection, so please leave your browser tab open while waiting to connect. A case will also be auto-created detailing your history with the Virtual Assistant.
    • Create a Case - A case will be auto-created detailing your history with the Virtual Assistant. 8x8 Support will review your case and reach out within 1 business day.
    • Get a Callback - A case will be auto-created detailing your history with the Virtual Assistant, and 8x8 Support will reach out at the phone number you entered to provide more help within 2 hours. Callbacks cannot be scheduled for a specific time, but you can chat back in to adjust your callback number.
  6. In order to verify your status as an 8x8 customer, when prompted, click Authorization.
  7. If prompted, log in with your 8x8 username and password and complete the security check. (If you are already logged into your 8x8 services in this browser session, you can skip this step.)

Back in the main chat window, you will be presented with information about your selected connection method. An 8x8 Support representative will review your conversation to that point and continue to assist you.

8x8 Meet Standalone Customer on the 8x8 Support Knowledge Base

8x8 Meet Standalone customers will be able to connect with a live chat support agent in the event an answer to your issue can't be found in the Support Knowledge Base or user manual.

  1. When the Assistant asks if the answer provided was helpful, click No.
  2. When the Assistant asks if you'd like to contact someone in 8x8 Support, click Yes.
  3. When the Assistant asks if you are asking about 8x8 Video Meetings Standalone (8x8.vc), click Yes.
  4. In order to provide the most efficient help, enter some basic account information:
    • your name
    • your email address

      Important: If you have a registered 8x8 Meet account (either Free or Pro), please use the email address associated with that account for the most efficient service.

You will be connected to a live 8x8 Chat Support representative who will review your conversation to that point and continue to assist you.

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