8x8
Synthflow connects to 8x8 in two ways. An 8x8 Auto Attendant menu key forwards callers to an AI agent, and the agent sends them back to the menu when the conversation ends. An 8x8 Contact Center IVR script routes calls to an AI agent, and the call returns to the script, for example to a queue, when a person needs to take over.
Both integrations share the Synthflow setup below. Call routing differs, so finish on the 8x8 Auto Attendant or 8x8 Contact Center page.
These pages are for technical teams building custom telephony setups with 8x8 numbers. If you installed the Synthflow app from the 8x8 marketplace, follow Synthflow for 8x8 instead.
Integrations
Forward Auto Attendant menu options to Synthflow agents.
Route Contact Center IVR flows to Synthflow agents with handback to a queue.
Prerequisites
- Admin access to the 8x8 Admin Console.
- A Synthflow account with access to create agents and manage phone numbers.
Synthflow setup
Both integrations start with the same two steps in Synthflow.
AI agent
Create an agent in the agent editor and configure it for your use case.
Phone number
Open the agent in the agent editor and attach a phone number under Deploy. 8x8 forwards calls to this number, so keep it at hand for the routing steps.
- 8x8 Contact Center: import a number with Phone Provider set to 8x8 Contact Center. Synthflow generates a 12-digit, digit-only identifier and sets the SIP domain to
sip.8x8.com. Only the US and EU regions are supported. The full steps are in Number import. - 8x8 Auto Attendant: attach any active Synthflow phone number.
A phone number can be assigned to one inbound agent at a time. To reassign it, remove it from the current agent first.
FAQ
Which integration should I use?
Use 8x8 Auto Attendant if you run 8x8 Unified Communications and want a menu key to reach the AI agent. Use 8x8 Contact Center if you run contact center IVR flows and want the AI agent to handle calls inside them, with handback to a queue.
Can the AI agent hand the caller to a human?
Yes. With Contact Center, the agent ends the call and 8x8 resumes the caller at the Resume exit of your IVR script, typically a queue. With Auto Attendant, the agent cold transfers the caller back to the Auto Attendant, where they can select a human destination.
Calls are not reaching my Synthflow agent. What should I check?
Confirm the number entered in 8x8 exactly matches the number attached to your Synthflow agent, and that the number is active. Then work through the troubleshooting section for 8x8 Auto Attendant or 8x8 Contact Center.