TELEPHONY8x8

8x8 Auto Attendant

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

How it works

  1. A customer calls into the 8x8 Auto Attendant.
  2. The caller selects the configured menu key, for example key 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

Confirm the following before you configure the Auto Attendant.

  • Synthflow agent with a phone number attached. Complete the steps in Synthflow setup first.
  • 8x8 Unified Communications with admin access to the 8x8 Admin Console.

8x8 configuration

Complete the following steps in the 8x8 Admin Console.

  1. Navigate to Unified Communications and create a new Auto Attendant, or open an existing one.
  2. Add a menu key to handle transfers to Synthflow, for example key 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.

Once saved, callers who press the configured key are forwarded to the Synthflow agent.

Synthflow configuration

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

Create a cold transfer action

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

Prompt the agent to use the transfer

Update the agent’s prompt so it knows when to trigger 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 set to Transfer to External Number and that the Synthflow agent’s phone number is entered correctly.
  • The transfer back to the Auto Attendant fails. Verify the transfer action uses cold transfer mode and that the destination number matches your Auto Attendant’s phone number exactly.
  • The agent never transfers the caller back. Review the agent’s prompt and confirm the transfer condition is clearly defined and matches the phrases callers actually use.