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TELEPHONY8x8

8x8 Auto Attendant

The 8x8 Auto Attendant integration forwards calls from an Auto Attendant menu key to a Synthflow AI agent. A cold transfer action on the agent returns callers to the Auto Attendant when they need the menu again.

Call flow

  1. A customer calls the 8x8 Auto Attendant.
  2. The caller presses the configured menu key, for example 1.
  3. 8x8 transfers the call to the Synthflow agent’s phone number.
  4. The Synthflow agent handles the conversation.
  5. To return the caller to the menu, the agent cold transfers the call back to the Auto Attendant’s number.

Prerequisites

8x8 configuration

In the 8x8 Admin Console:

  1. Go to Unified Communications and create an Auto Attendant, or open an existing one.
  2. Add a menu key for transfers to Synthflow, for example 1.
  3. Set the key’s action to Transfer to External Number.
  4. Enter the phone number attached to your Synthflow agent as the destination.

After you save, callers who press the key reach the Synthflow agent.

Synthflow configuration

Give the agent a way to send callers back to the Auto Attendant.

Cold transfer action

  1. In the Synthflow dashboard, open or create a Call Transfer action.
  2. Set the mode to cold transfer and enter your Auto Attendant’s phone number as the destination.
  3. Save the action and attach it to your agent.

Transfer prompt

Tell the agent in its prompt when to use the transfer. For example:

When the user needs to return to the main menu, use the Transfer action to send them back to the auto attendant.

Troubleshooting

  • The Auto Attendant does not forward calls to Synthflow. Confirm the menu key’s action is Transfer to External Number and that the Synthflow agent’s phone number is entered correctly.
  • The transfer back to the Auto Attendant fails. Confirm the transfer action uses cold transfer mode and that the destination exactly matches your Auto Attendant’s phone number.
  • The agent never transfers the caller back. Review the agent’s prompt. Confirm the transfer condition is clearly defined and matches the phrases callers actually use.