8x8
Synthflow connects to the 8x8 platform in two ways. Forward calls from an 8x8 Auto Attendant menu to an AI agent and return callers to the menu when the conversation ends, or route 8x8 Contact Centre calls to an AI agent and hand them back to a queue when human assistance is needed.
This page covers the Synthflow setup shared by both integrations. Call routing steps differ by integration. See the 8x8 Auto Attendant or 8x8 Contact Centre guide for yours.
Integrations available
Forward Auto Attendant menu options to Synthflow agents.
Route Contact Centre IVR flows to Synthflow agents with handback to a queue.
Prerequisites
Confirm the following before you configure either integration.
- Admin access to the 8x8 Admin Console.
- A Synthflow account with access to create agents and manage phone numbers.
Synthflow setup
Both integrations start from the same two steps in Synthflow.
Create an AI agent
Create a new agent in the agent editor and configure it for your use case.
Attach a phone number to the agent
Open the agent in the agent editor and attach a phone number under Deploy. This is the number 8x8 forwards calls to, so keep it to hand for the routing steps.
One phone number can be assigned to one inbound agent at a time. If you need to reassign the number, remove it from the current agent first.
Then complete the routing configuration on the 8x8 Auto Attendant or 8x8 Contact Centre guide.
FAQ
Which integration should I use?
Use the 8x8 Auto Attendant integration if you run 8x8 Unified Communications and want a menu key to reach the AI agent. Use 8x8 Contact Centre if you operate contact centre IVR flows and want the AI handling calls inside those flows, with handback to a queue.
Do I need a special phone number for the integration?
No. 8x8 forwards calls to the phone number attached to your Synthflow agent. Attach a number as described in Synthflow setup.
Can the AI agent hand the caller to a human?
Yes. In the Contact Centre integration, the agent ends the call and 8x8 resumes the caller at the Resume exit point of your IVR script, typically a queue. In the Auto Attendant integration, 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 phone 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 of the 8x8 Auto Attendant or 8x8 Contact Centre guide.